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Popular Bar In Klang Valley Apologises & Responds To Backlash

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Previously, a Xiaohongshu user posted about their horrible experience with a popular bar in Klang Valley. If you missed the story, you can read it here.

Since then, the bar has been made aware of the incident and has decided to respond to a few netizens. Pictures below are in Mandarin, and an English translation has been provided.

In response to Nicole, they said:

“We’d like to apologise to this cutie right here. Because of our miscommunication with our staffs, our staff delivered the wrong information and actions. We have since cleared up any misunderstanding the staffs had and they’re sincerely sorry for their actions.

“Due to this incident, we have also taken some actions towards them. We promise that we will continue to do our best to train our staffs to serve everyone better. Thank you to all of you cuties who gave us your support. We’d like to emphasise that our minimum spending only applies during Friday- Sunday. The minimum spending fee would be 1 bottle of liquor for 5 pax entry and 1 tower for 2 pax entry.”

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Netizen Hui shared a video and commented:

“I heard that this happened at the bar and apparently it’s because the customer ordered over RM1,000 worth of drinks and they paid RM2,000. They waited for an hour for their change at cashier and got slapped by the waiter, causing a fight.”

Their response:

“This incident actually happened in our bar but it was an incident that happened last year. Due to the video circulating around, we’d like to take this opportunity to clarify a few things.

“The fight happened because 2 different customers were in a heated argument and our staff tried to stop it. In the midst of it, our staff was hurt by a customer who hit them with a bottle and out of anger, they retaliated.

“We have since spoke to our staff and he is deeply apologetic for his behaviour. We collectively believe that we are responsible for their actions and they have been penalised accordingly.

“We’d also like to take this opportunity and call on all you cuties out there to not believe in edited videos circulating around, and refrain from making inaccurate assumptions.”

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Facebook user Wei said in his review:

“We ordered out drinks but it didn’t arrive. We asked the waiter a few times on where our drinks are and they give the same response every time. (It’s coming, it’s on its way).

“We were seated at the upper floor and there was only one waiter in charge of the upper floor. The waiter mentioned that they’re understaffed.

“To the bar owners, just because you’re understaffed doesn’t give you the right to delay our requests. We asked politely and didn’t make a scene, just because we’re polite doesn’t mean we’ll accept hostility.”

Their response:

“We are so thankful for this cutie’s feedback! Recently, we have been revising our food menu to offer better quality and we can’t wait for all you cuties to try it out!

“In regards to our understaffed issue, We have been discussing with the team in order to come up with a feasible training plan in accordance with the SOP for ALL our staffs. We are so thankful for your feedback and kind consideration.

“We will take every cutie’s feedback into consideration and serve everyone better in the future.”

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Jia said:

“Your reservations can only be made via WhatsApp but I’ve messaged you so many days in advance and only until the day before our reservation you mention that it’s full.

Their response:

“We’re so sorry that you have to go through this and we’ve since set up a customer service team that handles all our reservations. Thank you so much for your precious feedback.”

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General manager’s statement:
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It’s always great to hear both sides of the story, hopefully we all learn something from this!
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