Cafe Harmony — Restaurant in Melbourne

After an awful and upsetting experience with this cafe I will NEVER go back. I am a local and a regular visitor to this cafe, often with my mum and son. This day I ordered and paid for a cheese and tomato croissant among other things. When the incorrect item was delivered I alerted the staff immediately. After 5 minutes and an uncomfortable exchange I was informed that the ham and cheese was on the docket. I replied calmly that it may be on the docket but it is not what I ordered. Now mistakes can be made, I understand the concept of human error but what has earnt this cafe my review was the behaviour of the owner. After waiting again I eventually fed my hungry 6 yo half of my food and told the staff to just "cancel the order". It seemed far too complicated to argue my innocence any longer and we were almost ready to leave. 10 mins later I called the staff over to ask about my refund for the croissant. What followed can only be described as utterly disgraceful service from the owner. After having to approach the counter myself I calmly explained the mistake and that I did not order what was delivered. His response floored me. After some to and fro he responded why should he, a small business owner be out of pocket every time a customer CHANGES THEIR MIND? I calmly responded that I did not, in fact, CHANGE my mind rather that I was given the wrong item. This seemed an impossible thing for him to understand. Eventually, after asking him what about me? a customer who has done NOTHING wrong is left out of pocket (to use his expression), it appeared he refused to issue a refund. I was very upset, mostly at being blatantly called a liar, I left. I will admit towards the end I was upset but I was NEVER rude or belittling just trying to stand up for myself against what I can only describe as bullying behaviour. I am a senior manager of a National retail company so I know a thing or two about customer service and to see the cafe's response to my 75 year old mothers review (she witnessed the entire incident) has upset me no end. I do not wish for a response merely to share my experience in the hope that other "customers" will know the service standards of this cafe. I think your response shows everything they need to know and don't worry "people like me" will NOT return to...

Not aged or disability carer friendly, you cannot bring your lunch and water with you to have with your client or customer unless you want to pay for their overpriced food and coffee.

Edit: I never used bad language i don't know where you pulled that from, and the roll was not from the bakery but my lunch i made at home as i have allergies so i can't eat takeaway foods.

Edit 2: oh and what was the bad language you supposedly caught? I said okay and put my food away and my client said it was awfully rude. Secondly the bakery uses white packaging for their food and rolls and mine was in a brown paper bag because i literally packaged it myself, at home as i have celiac disease and im lactose intolerant so i cannot risk cross contamination. Either you can "make an exception" or its against the law. At the end of the day it's about your perceived loss of revenue because i didn't purchase anything (even though my client did) and that's fine if you want to run your business that way but you can't also claim that you are disability and aged care friendly and that the only thing i was trying to let...

Was having coffee and food yesterday with my daughter and six yr old grand son, sat outside and when our order came it was not quite right, my grand son wanted a cheese and tomato croissant and received a ham one instead. My grand son doesnt eat ham so his mother made no mistake. We kindly asked if they could change it and the reply.....NO take it or leave it. Well, we sent it back, and received no help, no refund not even the said ham croissant to take with us. The man behind the counter was rude, unhelpful and I wonder why he is in the hospitality industry. We will never go back and will tell all our friends and family what rude unhelpful people they are. So....my message to the owner is......your customers are your bread and butter, your living, treat us with respect, offer courteous respect, after all, my daughter was very respectful to you and for the sake of a coupla dollars, you lost...