KUALA LUMPUR – Original Penang Kayu Nasi Kandar, one of Malaysia’s most beloved restaurant chains, is set to open its tenth outlet, in Kepong, on December 23.
After 50 years in the business, owner and managing director Burhan Mohamed said the latest branch will mark a significant milestone in the brand’s growth.
“We’ve been part of Malaysians’ lives for over five decades, and opening our tenth outlet feels like a natural step forward.
“Kepong has a diverse community, but it’s been underserved by authentic mamak restaurants. We’re excited to bring Kayu Nasi Kandar’s iconic flavours to this area,” Burhan told Scoop in an interview on the chain’s 50th anniversary of operations.
He spoke of the hard work put into building the business from a small stall in SS2 Petaling Jaya in 1974, into one of the country’s most recognisable nasi kandar brands today, with outlets in Penang and across the Klang Valley, while not sacrificing on taste and quality for a meal beloved by Malaysians from all walks of life.
Burhan said nasi kandar is more than just a meal in Malaysia; it is a signifier of the nation’s identity.
“In a time when food trends come and go, there’s something comforting about returning to a place rooted in tradition and culture. Our aim is to create a space where people can gather, enjoy a hearty meal, and feel at home,” he said.
Burhan also spoke of the more recent trend of food reviews by netizens on their social media accounts, which can make or break a restaurant.
Reflecting on the “ladies fingers incident” that rocked his franchise in 2015, he said customers with grouses about a restaurant’s food or service would do better to take their complaints to the establishment first, rather than lash out on social media which could cause consequences to businesses, including loss of jobs.
The “ladies fingers incident” involved a social media post that accused the Original Penang Kayu Nasi Kandar outlet in Bukit Jambul, Penang, of overcharging customers for a serving of lady fingers or okra, at five pieces for RM20.
The post led to a firestorm of online criticism, scrutiny by the media, and an investigation by the Ministry of Domestic Trade and Cost of Living. Burhan was also issued a notice under Section 21(5) of the Price Control and Anti-Profiteering Act 2011.
Burhan told Scoop the incident was the result of a human error, but his real frustration lay in the fact that it could have been addressed sooner had the customer raised it immediately with the restaurant, rather than take it to social media.
“The actual price was just 40 sen per piece (of okra). It was never meant to be that way.
“When the incident blew up the next day, I felt like a prime minister. Thirty reporters were waiting outside my restaurant, and it did affect our business and revenue for a short period.
“I explained the error, but my frustration wasn’t with the mistake itself. The customer had every chance to raise the issue at the counter, yet chose to take it straight to social media. The real agenda seemed to be make a viral post.
“Everyone makes mistakes, and we were unfairly portrayed as deliberately trying to cheat customers. Some even came in disguised as ‘spies’ to see if we’d repeat the error. In the end, though, I got free advertising worth RM1 million. It wasn’t the publicity I wanted, but it certainly put us on the map,” Burhan said.
He has taken that episode in positive light but adds, customers with complaints should allow restaurants to address the issue directly and immediately, instead of rushing to post about it on social media.
“If there’s a problem, bring it to us—we’re always ready to listen and resolve it. We’re human, and mistakes happen, but we can fix them if given the chance. When issues like this go viral without being properly addressed, it tarnishes the reputation of the entire nasi kandar industry, which many hardworking people rely on.
“These viral attacks not only harm individual businesses but also affect the livelihoods of hundreds of employees, suppliers, and families within the industry. It creates unnecessary fear and mistrust that ripples through the community. We need to think about the bigger picture before rushing to judge,” Burhan added.
Original Penang Kayu Nasi Kandar has won several accolades, including the Cleanest Food Premise award under the 24-hour restaurant category.
Aside from the main outlet in SS2 and its Penang branch, it also operates in Kota Damansara, Bangsar, Mid Valley, Nu Sentral, Sri Damansara, Cheras Citta Mall, and Ara Damansara. – December 15, 2024