Harbour Kitchen — Attraction in Melbourne

Dear Sir/Madam,

Re: Formal Complaint Regarding My 40th Birthday Event on May 16, 2022

I hope this letter finds you well. I am writing to formally express my disappointment and frustration with the management and handling of my 40th birthday event at Harboekitchen Glass Pavilion on May 16, 2022. I have waited this long to express my concerns as I felt it was necessary to address the issue thoroughly and allow enough time for reflection. Unfortunately, the experience remains deeply upsetting for me and my family.

To begin, I was in communication with Grace, who confirmed that I could host my event at your venue. The initial agreement was that I could use the venue for the entirety of my event, with a closing time of 11:30 PM. I had been verbally assured of this timing, and the full arrangements were made based on that understanding. All payments, including the bond, were completed with no issues or concerns.

I went to great lengths to ensure that this event was special, organizing every detail myself, from the live band to entertainers, dancers, and decorations. It was an extraordinary celebration, and I was excited to finally celebrate my 40th birthday in a way that had never been possible for me before. This was, after all, the first time I had celebrated my birthday in such a meaningful way, something I had not had the opportunity to do for past milestones like my 16th, 18th, 21st, or 30th birthdays.

However, my experience was marred by an unexpected and distressing incident. Around 10:00 PM, the event manager approached me and informed me that the event had to end by 10:30 PM, even though we had an agreement for 11:30 PM. There was no written contract provided to me, and everything had been based on verbal agreements. Despite my confusion and disappointment, I was told that if I wished to extend the time, I would need to pay an additional $1,000. At that point, the speeches had not been completed, and a special performance was yet to take place. I was put in an incredibly awkward position, as I had to rush through the remainder of the event to comply with the imposed deadline.

As a result, my event was cut short, and I was left feeling embarrassed, distressed, and financially strained. It was heartbreaking to have this experience, especially considering the emotional significance of the event for me and my family. The impact on me and my guests has lingered, as many still recall the wonderful decorations and the Parisian-themed celebration, but I am left with a lasting sense of disappointment and unresolved frustration.

This situation has caused considerable mental stress, and I cannot move forward without receiving a proper explanation. I am seeking a clear understanding of why the terms of my event were not honored, why the promised time was not adhered to, and why I was treated in such a manner despite the verbal agreement made with Grace and the event manager.

I would appreciate a formal response addressing this issue, as this matter has caused undue emotional strain on me and my family. I would also appreciate it if you could review your management practices to ensure that no other guest faces a similar situation in the future.

I hope to receive an acknowledgment of this complaint and a resolution soon. Thank you for your time and attention to this...

I am writing to you to inform you that our guests were not pleased with Harbour Kitchen’s service this past Sunday. The complaints we received ranged from a lack of service from the staff to their food being cold and not to a satisfactory quality - my husband and I agree with their complaints as they are valid.

Guests were not asked for drink orders on their arrival but were served entrees. – one would assume drink orders would be taken prior to any meals being served without us having to request it ??

The main meals were incorrect – We ordered steak and chicken, we were only provided steak. This was addressed on the day however this already caused frustration as certain guests had to wait longer for the chicken to be cooked since they DO NOT eat red meat

Some meals were cold – Some guests advised once they received their meals that it was cold and were told they would be “reheated in the microwave”—highly unacceptable!!

Cake was served “as is” – inconsistent pieces were cut, no extra toppings such as ice cream etc were provided despite it being advised by yourself that there would be

No tea / coffee offered any teaspoons, sugar etc -- again we had to ask for somebody to go around to the tables???

Music being constantly turned up when we asked for it to be turned down numerous times

Overall poor / bad service from the staff--- for the reasons stated above, not very friendly either which is Just unacceptable

I’m sure there are other issues however the above are the ones that stood out the most on the day. It was very disappointing to have this experience and not to mention embarrassing to have something that should have been a joyous day turn out to be partially enjoyable as a result of the above.

Before you reply with your generic rubbish I will tell you, none of my guests inquired about a function as all of them were highly dissapointed with your venue, food was sent back to the kitchen as I sent my own back (so you may need to speak to your chef regarding your so called 'strict food safety'). Your events manager is just plain rude and shifts blame to others and you will not take responsibility for letting customers down. Yes you offered us a $200 credit but let's face I would never step back in your venue again ! And furthermore when customers email with complaints handle them more professionally. I do not require you to reply nor do I want a reply as I've heard all the rubbish you have to say. (let's face it even if you do reply it'll be a straight copy paste job...

To describe this venue and management as unprofessional would be a vast understatement. My girlfriend's 21st party was riddled with problem after problem, which only resulted in her spending half the night crying hearing complaints from all her family and close friends.

Firstly, the staff was quite unaccommodating and simple requests for drinks at the bar were greeted with rude service, and even instances where soda water was used instead of Sprite as there was "none left". After assuring there would be plenty of food including a large selection of signature burgers or fish and chip boxes, the venue decided to keep bringing out platters of tuna and crackers. There were also occassions where food platters were seen taken back to the kitchen instead of properly distributed or even left for people to eat at the bar. Once complaints were made about the food, more of the food that was initially organised and expected to come began to make it's way out but by this point it was about 10.30-11pm and most guests had already left or eaten their cakes and desserts.

Perhaps the most disappointing part of the night was the attitude by the DJ who was organised by the venue. Despite a tracklist of 150+ songs being sent to and approved by the DJ, he opted to play his own music and after multiple requests to have the music selected by the birthday girl we were greeted with "I'm playing what the crowd likes". We have estimated that he ended up playing about 30 songs of that 150 list and this was only after multiple complaints. He still however, chose to mix in his own music although it was evident that the music we had selected was getting a better reaction than his. Despite being promised the venue until 1am, the music stopped at 12am and we were told to clean up. There were 2 functions on the night and the fact that they were still allowed to keep going after midnight while we were forced to pack up is a total injustice and unfair. If you are considering this venue for your next event, I'd advise you...