Eugenia C.
Google
I’m writing to express my disappointment with an experience I had at your outlet recently. I ordered the Pandan Osmanthus and specifically requested for no sugar, making it clear that I have diabetes. Your staff insisted that the drink had no sugar, but when I tasted it, it was extremely sweet.
When I returned to the counter to explain my health condition and asked if I could switch the drink to something else that my family could enjoy, your staff refused and showed a lack of professionalism. I was not informed beforehand that “no sugar” only referred to no added sugar, and that the drink itself would still be naturally sweet.
This lack of proper communication is highly disappointing, especially when it involves a health issue. I expect better clarity, empathy, and accountability from your team when it comes to dietary restrictions and customer service.