I wrote this to Tun M

Dear Sir / Madam

I've always been an avid follower of all kinds of pastry so with the arrival of The Loaf to Pavilion KL is truly a blessing from God ! I'm especially thrilled with the Uhuhu lately not to mention other pastry like the magazine, escargo, quiche and pound cake.

I am also impressed with the mannerism of its staff towards customers, however something that happened last evening had changed my perspective towards The Loaf drastically.

As usual I was getting my Uhuhu, while standing in front of the Uhuhu display, I was served by a Chinese gal whom seem to be very junior in her role, looking at the Uhuhu I told her I want a coffee and asked her to pack for me while I made my rounds @ the bread section. Upon return from the bread section I went straight to the check-out.

I noticed something not so right with the cashier as in I couldn't at all feel her warmth towards customers , she is a malay girl with long hair being tied in a down-ward ponytail, I supposed her name is K_____ as printed on the receipt (as per attachment). Bluntly she just uttered the final amount and busy chucking the breads inside the paperbag although I've handed out the money to her ( aren't you supposed to receive the money first if you're being courteous rather than letting the customer kept holding out the money?) ok nevermind that so finally she finished packing and handed me the plastic bag together with a coffee, I was startled then I said 'I'm sorry I ordered a coffee cheesecake but not a coffee'.

She just rolled her eyes and said ' SABAR JE LAH'. then she just went and pick a coffee Uhuhu and chucked it into the paperbag and handed it all to me without a single audile 'Thank you' but a unfriendly stare !

We are not talking about the bakery downstairs of the flat or the rotiman who rode around in his motorbike, furthermore I'm sure these people will have a certain level of politeness towards their customers as well.

This is a high-end and fine bakery so I was very shocked to get that kinda 'response' from her straightaway. She looks like someone who is not happy / about the leave the job.

I strongly think that in any circumstances, you should not say something like that in front of the customer no matter how frustrated you are. I clearly don't see the point of her getting so frustrated in the first place since I didn't even raise my voice or shouted at her about the wrong order that I was given.

Good product is complimentary with good customer service. I certainly do not think that I will want to visit The Loaf any sooner now. Appreciate if the Management could look into the matter before it deteriorate further your quality product.

Yours faithfully