Red Rooster Esperance — Restaurant in Esperance

Dear Red Rooster Esperance,

I’m writing to provide feedback on a recent experience at your store which I believe warrants your attention.

Upon placing an online order in-store, we realised there was no option to adjust the sauces on the Rooster Rolls. We approached the counter to explain the situation and ask if the sauces could be modified or if staff could assist on their end. Unfortunately, the staff member we interacted with responded in a manner that came across as dismissive and unprofessional, laughing/giggling throughout the conversation. This was disappointing and not the customer service we expected.

She relayed our request to a kitchen staff member, who initially agreed to accommodate the change. However, the staff member from the kitchen then came out and expressed that changing the sauce was “an inconvenience” due to the rolls being pre-made—something we were not aware of until then. While we appreciated the clarification, the tone and attitude were not appropriate for a customer-facing role. We then requested Rippa Rolls instead, which were confirmed to be made as per our request.

The food was prepared quickly, which we appreciated. However, upon checking our order, several items were incorrect or missing. The large extra gravy was not included, the Rooster Rolls still contained mayonnaise (which we had specifically asked to be removed), and we were given the original rolls instead of the Rippa Rolls discussed.

When we returned to the counter to resolve this, we were again met with inattentiveness—one staff member simply stared without greeting us, and another appeared to be gossiping with co-workers before finally acknowledging us. Despite re-explaining the issue, the staff responded with sarcasm and laughter, which felt quite disrespectful, we were then given the correct food.

Additionally, we were disappointed with the quality of the food once we returned home. The chips were soggy, seemingly reheated, and lacked seasoning.

To improve the customer experience, I’d recommend reviewing staff training, particularly in customer service and hygiene standards. For example, facial piercings worn by staff in food preparation areas may not meet appropriate food safety guidelines. Overall, the team’s focus seemed to be more on socialising than serving customers, which contributed to a poor experience.

I hope this feedback is taken constructively and that steps are taken to improve both service quality and professionalism in your store.

Sincerely, Sophee

Saturday 3rd May 2025 at 5.04pm - O#...

Subject: Feedback on Order 2664, 2nd Feb 2025

Dear Red Rooster Esperance Team,

I recently visited your store on 2nd February 2025, at 8:37 pm, and placed order number 2664. I ordered a half chicken and large chips. While I appreciated the prompt service, I had a couple of concerns that I'd like to bring to your attention.

Firstly, the large chips I received were not fresh and appeared to have been reheated. Unfortunately, they were also of low quality and overly salty.

My second concern relates to the behavior of the manager who took my order. Specifically, her tone and communication style came across as condescending, with a "top-to-bottom" approach that made me feel belittled. Her eye contact was also brief and dismissive, further reinforcing this perception. As customers, we expect a certain level of respect and courtesy.

Furthermore, when she was packing the replacement chips, she curtly dropped them into the bag, seemingly unwilling to engage with me further.

I hope you'll take my feedback constructively and take necessary steps to address these issues. To improve customer satisfaction, I recommend providing ongoing training to staff on customer service and communication skills, with a focus on active listening, empathy, and respectful interaction. Additionally, ensuring that food is freshly prepared and of high quality would greatly enhance the overall dining experience.

I look forward to visiting your store again and enjoying a better experience.

Thank you for your attention to this...

Ordered tropical pack, half chicken & chips, 12 cheesy nuggets and a strip sub. Got home and was supplied two tropical packs, one which had 15 chips, the other hand twice the amount, chicken was dry and overcooked, nuggets appeared as if they had been sitting in the warmer for a long period of time. Strip sub was okay. Overall felt very ripped off for the price paid, especially when not given the full or correctly ordered food. The window person read the right food back to us, and charged accordingly, so either a packing mistake or kitchen error. Would not recommend, by far the worst Red Rooster store we have...