I’d like to share my recent experience at Matchaya, which unfortunately left much to be desired — particularly due to the service we received from a server named Wei Ping.
When we walked in, the café wasn’t busy at all, so there was no reason for anyone to be rushed or inattentive. Wei Ping greeted us with a hello, but then abruptly tossed the menus onto the table and said, “You can order at the counter,” without offering any further explanation or courtesy.
When I went up to place our order, I was informed that the item I wanted wasn’t available. I politely mentioned that it would have been helpful to be informed earlier at the table. Her response? A smirk, followed by, “No, we have a lot of things on the menu. You can order anything else.”
That exchange was already disappointing, but the experience got worse. She got our order wrong. And when we pointed it out, instead of apologizing or offering to make things right — which is standard in any decent service setting — she smirked again and said, “If you want the other item that was missing, please come pay for it at the till, and we’ll give it to you.”
As an executive chef with over 30 years in the F&B industry, I fully understand how demanding this line of work can be. But I also know that respect, attentiveness, and a genuine attitude go a long way — especially when it comes to service. If someone finds it difficult to treat guests with basic courtesy, then perhaps hospitality isn't the right fit. This experience was not only disappointing, it reflects poorly on the brand and on all the hardworking professionals in our industry who take pride in what they do.
Beary Beary
5
A Place Made for Sitting Down and Chatting
It’s a nice spacious area at one end of the mall. Atmosphere feels nice with the right kind of furniture.
Service was great. Ordering was pleasant. The person taking the order was accurate, patient and willing to explain certain things I was not aware of.
There is table service at this place.
Drinks were expensive but to be expected in this kind of a location and setting. Drinks were decent but not spectacular.
Atmosphere was very pleasant - well spaced out tables, brightly lit with nice glasses.
Overall a great place to have a nice chat with friends.
Salman Jaffer
4
Service was a little slow but good. Lavender parfait was excellent. Matcha and strawberry milk was a little too bitter
Keiri
1
Ordered their main, and it looks nothing like the photo (see pics) Looks like it was cooked in a school canteen, with mushy rice, and the salmon was not even hot and there’s no taste at all.. For the price $19.90 before gst and service charge paid, totally not worth. Will not be back again. Hope the management can do something about their food, so disappointing as it was my first time visiting and this cafe was highly raved.
Drew
5
When I ordered the koicha (thick tea), the staff was there to explain that the tea is thick and bitter, just in case it's the first time you're drinking it. It's a good thing, since not everyone would have tried it before. It was as thick and bitter as it should be, in contrast to the other drink that we had (matcha milk). Both were good, in their own ways, and up to their usual standards.
Though the takoyaki was a let down, seems to be either those frozen ones that was reheated, refried or something. The outside shell was thick and over fried. While I wouldn't order it again, the matcha and koicha were great.
Service is fast and friendly too, and the place was quiet.