TLDR; poor customer svc & huge drop in food quality (with increasing prices) Visited yesterday. Non peak hours. 1 staff at cashier (senior) and 2 staff. Ordered ice cream and cake. ice cream took a good 15++min to arrive….at a time that the 2 table staff weren’t doing active tasks. Had to ask the staff for the item (they were unaware) after 10min - item still took a good 5++min to arrive after. My companion works in F&B and managed outlets, so this is from a POV of someone working in this industry. The worst bit was that the ice cream was ICY. Tons of ice particles - it was crunchy from ice. The texture is what you’d get if the ice cream had partially melted from temperature fluctuations, then been refrozen. And this is $6.80++! Hands down the worst ice cream we’ve ever eaten across multiple countries and 80 years of life. I’ve eaten Hei ice cream & tried awfully chocolate since they started, but this is a really bad deterioration of food quality (their $3.90/4.80 ice cream years ago had way better texture) since. A slice of cake is also $16.80++… As much as I wanted to support a Singaporean brand, this is disappointing, and I won’t be back again.

I am very disappointed with the customer service I experienced at the Great World outlet today. I visited the outlet intending to order a hot chocolate, but was informed that it was unavailable. The staff recommended the milk chocolate instead, so we decided to give it a try. Unfortunately, the drink turned out to be much sweeter than we expected. We politely asked a staff member wearing a black uniform if it would be possible to have some ice chips to dilute the drink, but our request was declined. We then asked if we could have a cup of plain water, but this request was also refused. While I understand that stores may have their own policies, what was most disappointing was the unfriendly attitude of the staff Considering the premium price of the beverages, I expected a higher standard of customer service and a greater willingness to assist customers with reasonable requests. Overall, this was a very disappointing experience and fell well below the level of service I would expect from this brand.

Angel’s service standards are excellent! She went above and beyond to assist me with an order of the chocolate praline cake. Thank you very much for your help Angel!

I wanted to have coffee and a slice if cake at the end of the day. After about 10 min, one of the staff just started making a ruckus behind me. Chairs were all over the place. Soon after, I heard more loud talking of other people. They had no concerns of the customers around them. Chaos.

I had a wonderful experience at Awfully Chocolate! The desserts were absolutely delicious, rich, and beautifully presented — definitely a treat for any chocolate lover. What truly made the visit memorable was the exceptional service by Hema. She was incredibly cheerful, attentive, and welcoming throughout. Her positive attitude and warm smile really elevated the whole experience and made us feel genuinely valued as customers. I’ll definitely be coming back again, not just for the amazing chocolate, but also for the fantastic service. Highly recommended!