Jimmy's On The Mall — Restaurant in Brisbane City

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Unacceptable Security Behavior – An Experience That Left a Terrible Impression

I had a deeply disappointing and frankly unacceptable encounter at Jimmy’s on the Mall this evening — not with the food or the service, but with a security staff member who embodied the worst kind of aggressive, unprofessional behavior.

While walking past the venue on a simple errand (grabbing Panadol and water for my wife), I noticed what looked like a dessert fridge. I thought I might quickly grab something for my kids, having never noticed food being sold there before. I approached the counter, but no staff made eye contact or acknowledged me — one even walked away as I neared. I saw what looked like a service area nearby and noticed a loosely placed red tape strung between two freestanding bollards with no signage, no rope barrier, and no staff at the entrance. I ducked under to approach the bar from where it looked like orders were being taken.

That’s when I encountered a man in a khaki shirt with barely visible “security” lettering, glaring at me without introducing himself or clearly identifying his role. Without warning or explanation, he barked: “You can’t do that.” I asked, “Do what?” and he pointed at the red tape, saying I’d entered the wrong way — which I would have gladly corrected had he spoken with a shred of respect.

Instead, before I could even explain I was just trying to buy a dessert, he raised his voice and aggressively threatened: “If you do that again, I’m gonna kick you out.” Kick me out? For trying to buy something from the bar, after a clear lack of signage or staff direction?

At that point, the conversation was over. I told him his attitude had cost the venue a customer and I left. I didn’t raise my voice. I didn’t argue. I simply walked off and bought what I needed elsewhere.

This kind of thuggish, power-tripping behavior has no place at a hospitality venue — especially one in such a central, public location. If this is who’s being trusted to represent your brand at the front line, I strongly urge management to re-evaluate your hiring and training protocols. A plain, hard-to-identify shirt and a hostile attitude is not the image any reputable venue should be projecting to customers.

I came with the intent to spend money, and left determined never to return. A security guard with poor interpersonal skills and a chip on his shoulder should not be the face of your business. — A disappointed...

Where do I start. Worst experience ever, rude and unprofessional staff! When we were seated by the waiter, he completely forgot about us and did not come to check if we were ready for ordering. 30 minutes had passed and no service! Other waiters did not check on us either, I waved my hand at one waiter and he ignored me after making eye contact. After waving over and calling over to the original waiter that seated us, we could order. I asked for tea and cake, he proceeded to give me a dirty tea cup to drink out of. I had to wait for him to come back to call out again for service, i said “this is dirty can i please have a new one?” He said, “oh this is just coffee on it” and got me a new one. If you could see coffee marks all over it, isn’t it still dirty? Why wouldn’t you clean it before serving? Then we were asked to pay by a different waiter on eftpos because food service was finished, this was fine but the waiter said we could still sit there as long as we wanted once we pay. After paying and chatting we were RUDELY yelled at by security guard in a raised and aggressive tone “you guys have to get up and find seats in another area, this is closed” we were shocked because we thought we were in trouble because of his tone. I replied “I still have my tea and cups and cake and my friends still have their drinks and food” he said: “doesn’t matter, this area is closed so you have to move” in the same tone and mannerisms. We all got up clearly unhappy, waiters were around us to witness this. We were struggling to carry our food and drinks to the other seating area, I had to carry a very hot tea pot, cup, pitcher of milk and cake. My friends struggling as well with another hot tea pot and items. No one offered to help us, this is dangerous because we could’ve burned ourselves and dropped china everywhere. I said to the same security guard when passing “you could’ve offered to help us, this is too much to carry for us and I’ve got hot liquid in my hand.” he threw his hands up in a dramatic way and took no accountability and said in the same loud and rude tone “I’m just the security guard. Did not offer to help and the waiters didn’t either while I said that and was still holding the stuff. I felt very threatened by him with his aggressive demeanour and was scared to reply so I left it. Never...