I have been a loyal regular and advocate for this shop for a while, consistently recommending it to all my clients. Despite being warned by several people about the manager's (a man with long hair tied back) poor attitude, I never experienced it myself until today--and it was enough to ensure I never return or recommend it again.
I ordered a simple Ham, Cheese, and Tomato toastie that arrived heavily coated in unlisted oregano (see photo). Because this isn't an ingredient I can handle and it was not listed on the menu, I asked for a replacement. The waitress was professional and immediately offered to remake it, but the manager--who was opening boxes and didn't even bother to stand up or look at the toastie I was trying to show him--intervened and flatly refused.
He claimed the sandwiches are "pre-made," which is a blatant contradiction of the menu's promise that customers can "combine ingredients as you wish." Either the menu is misleading or he was simply being dishonest to avoid fixing a mistake.
I usually do takeaway, but last Saturday I had breakfast here and noticed his poor attitude toward the staff. The food was late and cold, but I gave him the benefit of the doubt, thinking it was just a stressful morning. After today, I can confirm this is just how he treats everyone--staff and customers alike.
To be clear, I would never normally bother to lodge a formal claim over a "silly" ingredient. However, his insulting attitude and total lack of basic customer service have made this a matter of principle. By refusing a remedy for a product that didn't match the description, he has failed to meet Australian Consumer Law guarantees.
I am now lodging a formal complaint with NSW Fair Trading to ensure this conduct is addressed. read more