Albert's has always been one of our favourite breakfast spots in Cabopino and we've visited many…read moretimes over the years, often bringing family with us. Sadly our most recent visit was extremely disappointing due to the way a simple issue was handled by management.
I ordered avocado on toast with poached eggs and my husband ordered a small children's breakfast, something we've ordered many times before without issue.
I briefly stepped outside to take an important phone call just as the food arrived. I was gone for no more than a couple of minutes and could see the plate arriving at the table. When I returned, half the dish was initially missing and had to be requested. Once I began eating, it was clear the poached eggs were badly overcooked and very dry. I had two bites and pushed the plate aside.
Our table was right beside the bar where the manager, Cynthia, was working. It was obvious the meal had been left untouched, yet nobody came to ask if anything was wrong.
When the waitress Evelyn cleared the table she asked if everything was okay. I explained the eggs were overcooked and she politely said she would speak to her manager.
However, no one returned to the table.
When the bill arrived the dish was still included. When I queried it, Evelyn explained that her manager had refused to remove it. Cynthia then came over and the conversation quickly became argumentative in front of other diners.
Rather than listening to the feedback, she insisted the eggs had become overcooked because I had "left the plate sitting too long", which simply wasn't true. She even suggested checking CCTV before quickly backtracking on that claim.
She also dismissed the issue by saying they had served many breakfasts that morning without complaint, which is irrelevant when a customer has clearly returned a dish after two bites.
The situation became unnecessarily uncomfortable and embarrassing as she continued to argue the point in front of other guests, even rolling her eyes during the conversation.
Eventually the dish was removed from the bill, but the damage had already been done.
The younger staff members, including Evelyn, are always friendly and professional, but unfortunately we've found some of the more senior staff to be abrupt and dismissive on several occasions, and this experience reinforced that.
Very disappointing, particularly from a restaurant we've enjoyed for years.
