A few days ago, something upsetting happened to my dad back in our hometown in Sarawak. He had just finished a meeting with a client in the town area and urgently needed to use the toilet. Since he was nearby, he walked into Secret Recipe and hoping to use their restroom.
However, when he asked one of the waiters for permission, the waiter immediately said no, stating that the toilet was only for staff and paying customers. Understanding the policy, my dad then offered to buy a bottle of water so he could qualify as a customer. But to his surprise, the waiter still refused and claiming that the bottled water, which was clearly displayed in the fridge alongside the cakes and stated it was “not for sale.”
My dad was confused and frustrated. He did not understand why he could not buy the water and even after offering to pay, he still was not allowed to use the toilet. The waiter stood firm and insisted he could not use the restroom. Feeling humiliated and angry that my dad walked out of the store.
Later that day, he shared the incident with us, still visibly upset. He could not believe how he was treated, especially since he tried to follow the rules by making a purchase. Ever since that experience, he said he cannot even bear to look at that particular Secret Recipe outlet without feeling angry.
I understand that shops have policies about restroom use but in this case, my dad was willing to make a purchase. The staff could have handled the situation with more empathy and basic courtesy. This kind of service reflects poorly on the brand, and I believe Secret Recipe should really take steps to train their staff on how to treat people with kindness and respect, especially in urgent situations like this.
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