Anne’s Pantry Box Hill South — Restaurant in Melbourne

Anne’s Pantry, some of the best rolls and sandwiches you can get in the Eastern suburbs of Melbourne, right?

I will never buy one from them again.

Here’s why.. Today I went to buy lunch for the family as I have done countless times over many, many years - today was different.

When I ordered my youngest son’s favourite ham and salad roll without carrots and tomato but with avocado, I was told the manager’s new policy meant they can’t make it…..

Incredulous, I enquired as to why my local sandwich shop can’t make me a sandwich with the ingredients we like? The response, only the items on the menu can be made - no exceptions.

I said I was happy to pay extra. Sorry, we cannot do it. Ok, I’ll have the ham and salad option, without carrot and tomato is that ok? To my relief, the answer was yes, we can do that. Great, can you please add avocado too?

The response: ‘no, I am sorry, we can take items out, but we cannot add items that are not included on the menu’… I say, you have avocado there and I want it and will pay extra but you won’t put it on? ‘Yes, sorry it is the policy’….

I never write these reviews, I’m too busy and just move on to the next option, but after so many years of excellent service, I was literally speechless.

This is inane in the extreme.

Anne’s has lost a loyal repeat customer - I will...

Changing from 1 star to 2 because one of the girl behind the counter is nice to kids.

Poor rating based on 1 they don’t refill tea even through their tea cups are very small. 2 pool customer service. Not feeling welcomed. 3 owner’s reply (see below).

We are sort of regular customers who visit every week. However they still won’t refill our tea with water. We ordered tea and a table of food for kids but when we ask for refill of hot water for our tea, we were told that they don’t refill tea and it is company policy. I mean seriously, just water, it does not cost you much than your regular customers. One girl who does rolls and sandwiches basically never smiles and don’t talk much to the other girl even when she apparently needs help. Poor girl was the only staff who actually greets customer with smiles.

I would say the owner will possibly delete their reply to me, thus posting here:

Anne’s Pantry Box Hill South (owner) an hour ago Really ??? … not refill your cup of tea? Are you the one who go around to give people 1 star because they refuse to do what you want??? You just make me laugh… I have never asked people refill my cup.. and I don’t think there is anyone will do that… Please don’t do that to other...

I’ve come here quite a few times. The place is very clean. The Bahn Mi is fresh and tasty but next time I’ll be asking for more chilli please bc I can’t taste it and or feel the heat from it.

I’ve read quite a few reviews re: customer service. In my experience it is mostly efficient but sometimes depending on the day and server, it is with a short demeanour.

Today I was served by Sam and Amy- both were genuinely friendly and smiley at 4pm and after their 5:30am start! Both work VERY long shifts and work hard. Amy works 7 x week. Amy deserves a day off and or a pay rise and Sam some more time off. Most work places are chronically running on staff shortages (including mine in the health sector) but staff are still expected to carry the workload of full EFT.- and they do not make operational decisions. So maybe it’s not that bad if the customer service is not always with a smile…..but of course everyone is free to go where they...