Mountain River Patisserie — Restaurant in Brisbane City

Had a very poor experience at Mountain River Patisserie. They need to organise themselves better or work out how to crowd control, so as not to confuse patrons waiting in line to either 1) get seated, 2) get takeaway or 3)already out their name down to get seated and are just standing around.

Pulled up and there were at least 12 groups of people standing outside in what seemed like a rather long line, so we decided to get takeaway instead. Not wanting to cut in line in front of anyone, we started asking from what looked to be the end of the line that was spilling out into the car park, if they were waiting for takeaway- so we could figure out where to stand.

A lot of people were in line after putting their name on a waiting list to be seated. After asking 5 groups who were all either waiting to be seated or have put their name down, we decided it was too confusing so went to the front to ask the lady for some clarification on where we could place an order for takeaway without being confused behind others that had put their names down for seating already. That is, we just wanted to know where to stand… The lady chastised us instead by saying “everyone here is also waiting to get served, whether it’s takeaway or to get seated so go to the back of the line”, without understanding that we had already asked a bunch of people, we were not trying to cut any line or be impatient- we just wanted to know where we could stand without standing behind people who were standing in the literal line but had already ‘been served and we’re waiting’. Anyways the curt and dismissive attitude was seriously uncalled for and unexpected, especially considering that they could have easily come out and asked people to not stand in THE LINE if they had already ordered/put their name down and stand aside so people like us don’t get confused and have to ask every person there 👀

In the end, we ended up having to ask every single group that were standing outside (10 groups, cool!) to figure out if they were 1) waiting for takeaway, 2) already put their name down and we’re waiting to get seated, or 3) waiting in line to put their name down. So as not to offend anyone and cut the line from wherever it started.

Anyways, poor experience that left a sour taste in my mouth before I even ordered. Maybe direct people who have been served to not stand in the line, because it was all mixed into one line which made it very confusing for people who have just pulled up. Doesn’t make much sense for patrons to have to enquire with every group to figure out where to stand. LOL

I did like my iced hojicha latte though and the flavour is delicious and one of the better ones in Brisbane. Just not sure if it was worth all this horsing around and the borderline rude and dismissive attitude from the owner. Overall, an unnecessarily difficult situation that could have been avoided with better organisation from the staff. Seems like they are regularly busy from the other negative reviews that have been put in the same situation, so you’d think they’d have figured out a way to...

I went to this place around lunch time today thinking being a weekday and off peak time the wait should not be too long as I had appointments after. Upon arriving at the counter, the staff with glasses greeted me and I made my purchase as takeaway order. Just the usual.

There were no other customers in queue and most of dine in have already had their food arrived. I asked the lady will it be long, she replied oh no maybe 2 minutes, we will bring it out to you. This gave me reassurance as I will be able to make it on time to my appointment. I sat quietly and patiently at the table in front of the counter.

Few minutes have passed and there was only one customer that came by to pick up an take away order, no other foot traffic nor the staff serving more food to existing customers. I understand the nature of retail which can be quite unpredictable when it comes to busy hours hence i remain seated.

After more than 20 minutes, my patience started to wear thin. I couldn't see anyone else being served nor waiting to be served and the staffs did not even come and check up on me what I was waiting for. My gut feeling was, they must have forgotten about the order which can happen if it's super busy. I got up and went to the counter inquired about my order and the two staffs with glasses (both saw me when I placed the order initially) both looked clueless at me. I then repeated my order to the staff that served me and she went check with the other counter staff, no communication was made whether it was forgotten or not processed.

The staff then came back and check again with me whether she gave me my change and I replied yes, clearly the transaction had gone through and I could see it on the ipad screen what I have ordered. 2 minutes later, the staff at the counter brought the 2 cheesecakes to me and apologized about the wait and asked if I wanted a bag. (Hats off to you for cleaning up your colleague's mistake) There was no sign of the staff that took my order nor any communication or explanation was made as to why I had to wait more than 20 minutes in the first place. At this point I was already late for my appointment.

I love to support the local businesses and have been always, however the service is absolutely disgusting. The price for a small piece cost $13 which is dear, some can justify it being a good product, having great atmosphere and service. However that was not delivered and I walk away with disappointments. Perhaps they think they have no competitions hence no need for improvements.

Thought I'd point this out if the owner cares, perhaps staff training and customer services could be reflected upon.

LeTAO cheesecake are not that different in quality to them. If there's another local cafe with similar products I do not see myself returning...

Owner lady (the short hair with black glasses)is extremely RUDE and NO FAMILY FRIENDLY.

Updated and last response:

As a business owner, it is really disappointed to see that you fabricate a story. we are being honestly to put our experience in your place but you seem always right and do whatever you want to not just us but all other negative reviews.

Glad you mentioned CCTV and I hope it captured the conversation. we only stayed because we promised our kid and as parents even we abused by you we still kept our promise to our kid. Secondly, you did not speak to me at all because i kept my manner in front of my kid so thus my hubby. even through you were YELLING at my hubby but he still remain his voice calm to speak to you as again, we need to be the model to our kid so he will not become a temperamental person like you. My kid kept holding his dad's hand and really scary because your loud voice and your attitude. There is no smiling face from you at all.

Last but no least, other google reviews already proof your fabricated facts and terrible customer service. as you said, there were multiple witnesses and it is shame this kind of customer service happens in Brisbane......

Original review: The owner is very rude and lack of customer service. We asked for a table inside and the male staff kindly accommodate us to one however when the owner lady saw our kid and us sitting down at the table inside she came over with a very rude attitude and kept insisting us to move to table outside in a very rude manner stating that we shall follow her system even she was scaring our kid. She was so rude to even ask us to leave the place because she said she was the owner and she could do so. We told her as we had already waited so long with our kid who just wanted to have cake we are customers in the end and we wanted to be served like everybody else but she refused to table service us and she mandated us to order at the counter even though she was doing table service to everyone else. We found her treatment very unfair and racist. While we were eating, the male staff kindly came over to check on us and we explained what happened with his boss and he apologised for the incident however we advised him we will still be putting this negative review due to the bad attitude and terrible customer experience with owner lady nothing against the the male staff as he was quite apologetic and just didn’t know how to follow the boss system. We can see other people put review previously also had similar experiences with the owner lady. So do yourself a favour, if you would like to have a lovely day, avoid this lady and the place...