Swensen's

Double disappointing experience. In Jan, I ordered a birthday cake online for my eldest daughter. When they delivered the cake, we received a cake of a totally different design and it was deformed (as shown in the photo). We wrote in and they said they sent a wrong cake, and compensated with a voucher instead of sending us the correct cake. Recently, I decided to given them a 2nd chance and ordered another birthday cake for my youngest daughter. This time, I went down personally more than a week in advance to order the cookies and cream cake. Yesterday, when I went to the restaurant to collect, the waitress told me twice that they do not have the flavour I ordered and asked me to change to another flavour (pointing to the cakes in the showcase fridge). When I refused, she called the manager who happened to be the one who took my order. Without even checking, he told me the same thing that the flavour I wanted was not available and for me to change to another flavour. I refused as I already ordered my daughter's favourite. Upon seeing that I refused to change, they went into the kitchen area and then came out with my cookies and cream cake. I can't help but to think that the restaurant is really trying very hard to clear their leftover cakes and not respecting the customers' order.

Service was on point especially Gary and Noor. (They were the only ones working, moving at a really face pace to keep up the expectations). I did not have mains but some sides and 2 sundaes on my own, it was served less than 7mins from order time. It was great. The only thing that really let down was the manager on duty, he doesn't look at all eager to attend to guests. Starting from the que (he was on his cashier POS) nvm I did not push for a sitting and waited. When he sat me after some time on his POS, he asked me for ice or warm water (i answered ice, but never came) after a while Noor came and asked me (cold or warm water, I answered cold) - SHE CAME IN AN INSTANT! I see the MOD (Carl) on his POS and moving on while the staffs were running around (good but seeing the manager sitting on his computer next to the coffee machine) really upsets me. After a while later, I see him walking around with his coffee in his hand, probably going for break sitting at the back. After 2:45pm the crowd kinda slowed down. Shout-out to Gary (for running in and out of the bar for service and making orders and also Cashiering) and Noor (for holding up the hospitality standards here with very good knowledge) attending to everyone at once.

Big thanks to Cathy, Sherman and Sui Sing for the wonderful experience. Service provided by them was very good and food was warm and delicious. Cathy and team really outshines and changed our impression about Swensens as we previously had a not so pleasant experience (when served by other staff) in this outlet. The extra star is for them.

Thank you Gary for making swensens’ a homely place for all the customers! Swensens’ have always prided itself in being a family restaurant. This is only made possible with stellar employees like Gary who serves not out of obligation but out of the heart. We have been regular customers at the swensens’ Bishan outlet for years. Whenever we go, he will always remember our regular orders and little requests, and he never fails to greet us personally whenever we visit. Due to COVID, we are not able to dine out often and can only make it to dine in at swensens’ recently. He came over with his usual cheerful demeanour and said, “You haven’t been here for some time.” It is little gestures like this that warms our hearts every time we visit. It is also because of gestures like this that makes us look forward to our next visit! Thank you Gary!