The Brew House @ss15

The Brew House Group, Malaysia, The Brew House SS15, Subang Jaya, While I do wish you Happy New Year 2024, I must inform you of my less than ideal dining experience at SS15 on 29/12. My son and I arrived at SS15 outlet around 12.43pm and proceeded to order a Katsu Cheese Baked Rice and a Pork Burger. While waiting I noticed a few situations that gave me an uneasy feeling and sure enough that led to me walking out without my lunch 1. A table close to us called on the waiter a few times apparently with only one of their orders delivered but the rest were waiting 2. No cutlery or plain water was provided despite reminders (unlike other Brewhouses we have gone to in the past namely 163 and Sunway which never disappointed) 3. Waiters were running about 'fire fighting'. Only requests for additional paid drinks like Beer were immediately attended to as I suppose that is the item that has the largest margin. 4. We saw it was busy and patiently waited for our food and we knew that the baked rice would take some time to be ready. 5. After waiting over half an hour I saw a couple who had probably just arrived shortly before us (who submitted their order just before us) being served their pork burgers while the diners mentioned in 1 above only received their 'missing order' thus I expected mine to arrive soon but that was not the case. 6. My son's baked Katsu Baked Cheese Rice appeared after another 15 minutes and he proceeded to eat his (cutlery was only given then but no water was served) 7. After he had finished his meal, my pork burger still had not materialized. 8. The last straw was when I saw customers who arrived later than I did receive their orders and were eating their food at which time I decided to leave. (Over/around 1 hour since we arrived) 9. It was only after I started walking to the payment counter did the burger miraculously appear to be served to me. At that point I was unhappy and decided to cancel the order and just paid for my son's meal only. While I understand that during peak lunch hour the kitchen will get swamped and we are customers who patiently wait for our turn to be served but we epxect to be 1. Served according to our sequence of orders 2. Be notified of a delay in order fulfillment with an estimated time of receipt of our dishes. We never had this issue at Sunway and 163 outlets where no matter the time we there be it off peak or at peak times. Please look into improving the service and delivery system of your SS15 outlet. Will I return? At this juncture probably not to SS15 outlet (as it is further from my home) but will still frequent 163 and Sunway outlets for the excellent service at those outlets and food offers which I am grateful being offered by the group.