Had the prawn and crab club sandwich for lunch at TWG. This wasn’t my first visit to TWG, but it was my first time dining at the MBS branch. The prawn and crab filling was nicely chilled, fresh and enjoyable. I also had the Pomme Passion black tea, which had pleasant apple notes that made it refreshing to drink. Overall, it was a nice dining experience with a pleasant ambience and service that was generally in line with the other TWG outlets we’ve visited, although one of the waitresses seemed a little absent-minded at times. While the meal at TWG was enjoyable as always, I think its true charm lies in a slow, leisurely tea break.

I have visited TWG on multiple occasions and, unfortunately, after my recent experiences, i have decided that i will not be returning. Let me be clear: the food was good. The issue was never the food. It was the service. My first disappointing experience was on 1 May 2026. I observed a server interacting with the tables on both sides of us. He spoke to those guests professionally, eloquently, and with polished English. However, when addressing our table, he switched to a much more casual Singlish tone. Whether he assumed we were younger or made assumptions based on our appearance, i found this incredibly unprofessional. Service staff should not alter the level of respect, professionalism, or attentiveness they provide based on who they think the customer is. Every guest deserves the same standard of service regardless of age, appearance, or background. The second incident occurred on 19 June 2026 and was the final straw. As we approached the restaurant, we noticed another couple arrive. They were attended to almost immediately. We arrived shortly after and were left waiting noticeably longer before being acknowledged and escorted to our table. Once seated, i was ready to place my order. I noticed a server attending to the table directly in front of us, so i politely raised my hand to indicate that i wished to order. Instead of acknowledging me professionally, he simply brushed me off with a dismissive hand gesture and looked visibly annoyed. If he was occupied, all he had to do was say, “I’ll be with you in a moment.” That would have taken two seconds and would have demonstrated basic courtesy. Instead, the interaction came across as dismissive and rude. Another server eventually attended to us, but service remained slow and inattentive. The final interaction occurred when we requested the bill. I raised my hand to signal that I was ready to make payment. A female server brought the payment terminal over. What stood out was the manner in which she handled the receipt. Rather than presenting it properly, she appeared to toss it onto the table. It may seem like a small gesture, but in hospitality, small gestures matter. They are often the difference between a pleasant dining experience and one that leaves a lasting negative impression. I am genuinely disappointed because the food itself was enjoyable. Unfortunately, good food can only compensate for poor service to a certain extent. What should have been a pleasant experience was overshadowed by repeated instances of unprofessional and discourteous behaviour. I gave TWG more than one chance. After two disappointing visits, i can confidently say that it is the service, not the food, that has convinced me not to return.

I've come here countless times because of Alvin, and honestly, he's one of the main reasons I keep returning. He's always warm, friendly, cheerful, and genuinely passionate about what he does. Whenever I want to try something new, I leave it entirely to his recommendations and he has never disappointed me. Every tea he has suggested has been spot on and perfectly suited to my taste. What really stands out is that his warmth and friendliness are completely genuine, you can tell he truly enjoys taking care of his customerse. He treats every customer with patience, enthusiasm, and a sincere smile, making every visit feel welcoming. Alvin dont just serve but also create an experience that keeps customers coming back. TWG is incredibly fortunate to have someone like him. I sincerely hope the company recognises and values his dedication because employees like Alvin are hard to find. He is truly the best of the best, and his exceptional service deserves every bit of recognition. Thank you, Alvin! 😁

While browsing the mall, we stopped by to try some TWG tea and see what it was like. I expected the tea served at the TWG shop to be something special, but to my surprise, it was actually less enjoyable than the TWG tea I brew at home. That said, it was still a nice place to take a break and relax for a while. The atmosphere was pleasant, and the macarons were delicious.

Tried Tea #10 as recommended by the staff, and it was a great choice. It has a lovely hint of floral notes that's light and refreshing without being overpowering. I was also impressed by the packaging—it really elevates the whole drinking experience and makes the tea feel even more premium. Definitely worth trying!