Sonder — Restaurant in Brisbane City

As an occasional customer for years (and supported them through COVID) I'm so appalled from tonight. I asked before hand if they had any matcha mochi thing (cause I know they always ran out) and they said yes they do. So I paid for it. My partner and I waited and watched the people who ordered after us leave with their dessert. I even watched the Sonder worker give her friend (and it seems that they were friends cause they had a little chat) give her a matcha mochi dessert.

As it was pretty much closing time and we have yet to receive anything, my partner asked the same lady "where's our food". She obviously forgot. She forgot that we ordered three items. Then she told us later that she ran out of the matcha mochi and offered us a refund.

At that point we just wanted a refund for the mochi and receive the rest of our order (which took literally 5mins to make) I understand she tried to apologise many times, but she would not have to if she did her job right to begin with.

We live in the Gold coast, so we didn't want to leave empty handed. But I hope next time they don't forget our order and give the last dessert to the people who ordered us and made us...

The dessert is highly recommended because they have really delicious cakes and parfait. However, we’re really disappointed with the staff’s attitude tonight. We are first time being in Sonder Dessert and we were so excited about this experience. We entered the store at around 8.40pm, because we totally understand the importance of going off work on time, that’s why we decided to get takeaways of their fabulous desserts. The Asian female staff was talking to us about ordering as soon as we could. We explained that we were literally about to order in a second. What she responded was offensive, she literally gave the offensive side eyes and said ‘the kitchen is about to close so we have to order now.’ We felt shocked by her attitude which made us giving up on ordering. We left at around 8.50pm. Again, we totally understanding how busy you were and how amazing is the food. At the end of the day, the staff have to realize that they are in hospitality industry, and the manager and owner should pay more attention on staff’s customer service abilities.

Addition: the matcha chocolate cake was too sweet that we couldn’t even...

Everything was nice and I love their desserts but I have to say they’re unethical. I’ve never leave a bad review before and this will be my first. I had dessert at Sonder on Tuesday 22/02 night, paid and left. Next morning, I checked my bank and realised i was charged twice, machine has errors all the time and I understand that so I tried to look for a phone number but there’s no phone number to contact. I know that they’re quite active on IG so i left them a message, take a screenshot of the transactions as proof of the charges, and listed the items i had. One day later i had no response. So i left a comment on their post to remind them checking their DM. Another day past no answer. At this point I couldn’t bother driving back and forth and cost me 1 hour for a shop that doesn’t want to resolve this, because they’d continued posting on IG feed and story and just IGNORED my messages!! I called the bank and they’d resolved this. But at the end of day, I can’t bear how this business chose to ignore when taking other people’s money wrongly. Again, I’ve loved their desserts but will...