I’ve been coming to Penang for years and used to be a frequent customer for both dine-in and takeout. It was always one of my favorite local restaurants, which makes it especially disappointing to say that my last two experiences (including today’s) have convinced me that the quality of both the food and service has declined significantly. Whether it’s due to new ownership, poor management, or a lack of staff training, something has clearly changed.
I placed a takeout order for 9 items and was quoted an estimated pickup time of 1 hour. That’s an unusually long wait, especially on a Tuesday at 4pm when the restaurant was nearly empty. When I arrived, there were only three occupied tables, making the wait even harder to understand.
The pickup experience was equally disappointing. A server pointed me toward the front counter, but no one was there. I stood waiting for nearly 5 minutes before someone finally came over, even though my food had already been packed and was sitting behind the counter.
The packaging showed a complete lack of care. While the individual containers were fine, the entire order was crammed into a single brown paper bag filled to the top, with containers sticking up near the handles. There was no way the bag could be carried safely without risking it tearing. I politely asked if they could split the order into two bags. Instead of helping, the employee gave me a dirty look, handed me an empty second bag after I had already paid, and told me to repack it myself. That should never be the customer’s responsibility. It should have been packaged properly from the start.
Unfortunately, the food has declined as well. The roti canai, which used to be one of my favorites, was a huge disappointment. The roti itself was rubbery, and the curry dipping sauce was so watered down that it lacked the rich flavor it was once known for. Other dishes also seemed noticeably smaller while prices have continued to increase. I understand inflation affects restaurants, but this felt more like cutting corners than simply adjusting prices.
What disappoints me most is that Penang used to stand out for both its food and hospitality. Now the customer service feels indifferent, the attention to detail is gone, and the food no longer justifies the prices.
I rarely leave negative reviews, but after two consistently poor experiences, I can no longer recommend this restaurant. It’s unfortunate to see a place that was once so reliable decline to this extent.
