Sotos Fish Shop — Restaurant in Adelaide

TLDR: Poor service resulting in poor product

Had technical difficulties at the till which resulted in no receipt for the customer. Wasn’t sure what my number was as the women who served me said 200-something and went back to working. It was extremely busy so I understand there’s no time for chit chat. After 45 minutes I went to check up on my simple order (medium chips). I said “the machine didn’t print me a ticket so I’m not sure what number I’m meant to be looking out for but I had a medium chips”. I had my Applepay statement to prove I had paid + at what time. There seemed to be some confusion as to what the woman thought I meant. She thought I had paid online and when I said no I actually paid in store she brushed me off and said “we’ll just call it out”.The woman who served me backed me up in saying yes I had ordered and she passed on the ticket to the kitchen.

I waited some more. The man who ordered after me got his order and then othered who were there far after me began getting their orders too. I texted my friend to help me explain since they hadn’t understood me the first time. We had been waiting 59 minutes at this point. I just want to say I understand, you’re busy over hot oil on a 30 degree day, tickets get lost- it happens. It’s just embarrassing for myself that I wasn’t taken seriously, until my male friend sternly had a word to the woman who brushed me off. The younger women on the fryers took the initiative and got some chips cooking for us but the older woman tried to get the chips out early and serve them to us raw since my friend had made a bit of a scene about it all. The younger woman argued back and said “well I’m not going to give it to them raw” and put them back in oil. The older woman then ejected the chips again and threw them on the paper to wrap them for us. Hence resulting in the pale photo of chips below. They were just cooked just enough to be edible on the inside. Certainly not worth our hour wait. I honestly don’t know why they didn’t remedy it the first time I brung it up. They constantly have chips being fried, surely it wouldn’t be that hard to quickly make a medium and say oops sorry we lost your ticket! If my friend hadn’t put his foot down about it then we’d probably be waiting there until close.

Embarrassing for everyone involved and probably won’t go back based on the service alone. Your team really need to think about how you can remedy the excessive wait times for orders (average order was 45+ min wait time) and how you can communicate when the...

I’m not usually into leaving a review unless it’s 5 stars. Typically as a family when we have a negative experience, we usually just don’t go back and invest the energy into finding other places to eat. Intriguing to us in this instance was the total number of reviews and the consistent 4 start rating over time. Unfortunately with dinner last night, we didn’t experience this. We hope that this review is constructive and serves for good. Going through most recent reviews, we realise that responses from the business have appeared quite argumentative, defensive and negative which suggests that this is likely not going to be constructive, but as a business owner, I would want to know.

First of all, before placing our order we experienced extremely rude staff who treated the two customers ahead of us in queue appallingly. We didn’t take proper notice of this for starters until the post mortem. When we placed our order, it felt that we were an imposition by the abruptness of the staff serving us. Regardless, we thought what the heck if rude staff is all we have to deal with, let’s eat some yummy food!..

Whilst waiting for our food, two people came in stating that their number had not been called, and their food was sitting behind the counter for a considerable amount of time. Staff said in both instances, your number was called and you didn’t come. These two customers waited directly outside, they appeared attentive and undistracted. When these customers approached the counter, staff didn’t want to know about it. Luckily we didn’t have this problem however, and staff called our number.

We received our order and unfortunately the meal appeared visually uninspiring. The fish was greasy, overcooked and dry, and the chips were soggy and tasteless. The meal was unfortunately unappealing.

What drew us in was the history behind the shop. Unfortunately we won’t be returning,...

Hi Sotos fish shop,

I am just complaining about my dissatisfaction of the last few visits of the quality of your product, my last fish as I always do I order the local piece of fish which was very thin and hard as if it was overcooked, it wasn’t but their was very little meat in the piece. You claim that winter hours you close at 7:30pm I walked in at 7:15pm and you said you were closed, you said that you had to clear what people you had in the shop and that would be after 7:30pm. I thought if closing was 7:30pm people walking in they would still be served; the other complaint is like the previous one, your summer hours you close at 8:00pm well the same deal we walked in at 7:30pm and we were given the same excuses, I have been a long term customer and as time has gone on the quality has decreased, their are different faces maybe the old people who I haven’t seen for a while and I thought they were family (maybe they weren’t) but if they were they need to be informed of this matter; it is a pity the fish shop across the road hasn’t got their act together or has sotos fish shop become arrogant and doesn’t listen to its customers because they have to many customers time will tell but you have lost us as customers, I am being brutally honest as the last recent times being into your shop I have been shut down with rudeness and the customer service has also decreased. The word is going around that the quality and friendly staff are just not there...