Great Milky Lane Experiences... Except at Menlyn Mall

During the festive period, we all crave a little something sweet. Over the past 2–3 weeks, I had the pleasure of visiting Milky Lane at Monte Casino, Centurion Mall, Mall@Reds, and Forest Hill. All of these branches provided excellent service, great seating arrangements, and delicious desserts delivered promptly. I thoroughly enjoyed my visits to these stores and applaud the staff for making the experience so delightful.

Unfortunately, my visit to the Menlyn Mall branch on 1 January 2025 was nothing short of a nightmare. From the start, things were disorganized: there were no proper seating arrangements, yet we were eventually allowed to sit. The waiter who assisted us was friendly but didn't use pen and paper to take our order. A few minutes later, he informed us that all waffles would be served without ice cream as their machine was broken and suggested we order milkshakes instead.

While we were deciding, I noticed other customers who arrived after us were being served waffles with ice cream. Confused, I went to the counter to get clarity. A staff member assured me the ice cream machine had been "fixed" and confirmed our order: three waffles (two Bar One Bonanza and one Peppermint Aero) with half cream and half ice cream, a Chocolate Mousse Sundae, a Ferrero Sundae, and a kiddies' ice cream.

However, the service went downhill from there: - The waiter returned, still asking if we wanted milkshakes, unaware that our order was placed at the counter. - The waffles were served in stages, not together, and came with only ice cream—no cream—despite our specific request. - The staff argued that I needed to pay extra for cream, which was not communicated at the time of the order. - The sundaes were delayed; I ended up canceling the Ferrero Sundae. - The kiddies' ice cream came after all the other items, which made the wait even more frustrating.

In total, we waited nearly 50 minutes for incomplete orders and had to deal with unnecessary confusion and frustration. By the end, I was relieved to see I wasn’t charged for the extra cream, but the experience left a sour taste.

This was the worst Milky Lane experience I’ve ever had, and I will never visit the Menlyn Mall branch again. I strongly urge the management at this location to improve their processes, staff training, and communication to match the high standards I’ve come to associate with other Milky Lane branches.