I ordered thru the app which showed there’s no wait, and after ~5min it showed my drink was ready. Took awhile for the staff to acknowledge me at the counter, and was told my drink is not ready and to wait. It took 30 minutes, and I missed my number as the screen at their old unit showing the recently called numbers have also been removed and the queue jumped between the app numbers and in-store numbers. No calling of numbers either, if you miss catch the flashing numbers of be prepared to wait. I love Koi’s drinks, but I don’t think I’ll be back anytime soon.

Bubble Milk Tea @ Hillion Mall's Koi outlet is getting from worse to worst. Milk tea getting more and more diluted even with the option of "little but ice", staff here trying to save costs on creamer? Totally tasteless and super diluted! Management, please look into this. Super spoil mood.

Very disappointing experience at KOI Hillion Mall. I waited for more than 20 minutes for my drinks, while several customers who ordered after me had already received theirs. When I approached the staff to check on my order, I was told that there had been a system glitch. However, instead of prioritising and preparing my drinks immediately after identifying the issue, I was simply asked to continue waiting, with no indication of how much longer it would take. System issues can happen, but the way the situation was handled could have been much better. There should have been better order tracking and a more proactive response once the mistake was discovered. Overall, this was a frustrating experience and reflected poorly on the outlet’s service and management.

Ordered macarons and need to wait 20 mins for the orders of bubble tea to be served first before receiving the macarons. Does not come with box when it advertise 2 in a box. Wasted time.

I was at this outlet around 6pm today with my baby!forgot to bring my card and only cash with me today!I asked a lady staff with curl hair (forgot to ask her name)if can order and pay at the counter?the staff ask me to order at the kiosk and then pay at the counter!after finished order at the kiosk I saw a lady order and pay at the counter!there was so many people at that timing and I’m with my baby,your staff is so inconsiderate!!pls train your staff well!thx