DooBoo Glen — Restaurant in Melbourne

I understand that today was probably a particularly busy night and that the hospitality team must have had a lot to deal with. However, I don’t think that excuses the service treatment our group we received tonight.

Our order consisted of a ham sausage soon-tofu for $21.8 and added a bossam order for $10.80 - which in total amount to $32.6. We paid for our order but received a message that the order might not have gone through and were asked to consult staff. Following the message, we did so, with staff saying that the bossam was sold out and to exchange our order with 1 out of 2 other side dishes that amounted to $12.8. This would not necessarily be an issue until: We only really wanted to order the bossam, and if we couldn’t get the bossam would just cancel the order. We were not offered a refund for the bossam and was only given the option of exchanging for another side dish. We were told that it was our fault for ordering a sold out item - but how is a customer supposed to know that when it can still be ordered and paid for?

What did become an issue, however, is that they currently have a signature combo deal for a ham sausage soon-tofu and 1 of the 2 side dishes options for only $29.80. Yes, it is only a $2.8 difference, but upon showing staff that there was a discrepancy in what we paid vs what the actual cost was - we were told that our maths were wrong. Also, when requesting to have the difference refunded, we were told that it would be a really difficult refund process on their end - shouldn’t a refund process for a restaurant be relatively straightforward?

This caused great frustration as not only was our group finishing up eating and my partner and myself yet having food in front of us, but also that the fault of the restaurant for allowing customers to order menu items that are out of stock and not showing responsibility for this. Reflecting the fault of the restaurant onto the customers instead of apologising and offering reasonable compensation is something we deemed unacceptable.

At the end, staff called management and were able to process a full refund accordingly as our group at this point had finished eating and we had just received our food on the table - which we ended up not touching. This was also frustrating ad well, as the staff kept on going past our table to see if we had touched the food or not. Also, while staff was calling their manager, her response on the phone was «No, they have not touched the food yet».

This is not to blame the responsible staff for tonight alone, but also in management for not having straightforward procedures for staff to follow.

Again, I understand that tonight might just have been one of those hectic nights for the restaurant, but I hope that things are able to improve with...

9 of us came for dinner. We all made separate online orders. One of us had ordered a Bossam and completed the order and paid online. 10 minutes later he receives a text that the order could not be completed despite having taken payment because the ordered item was out of stock. The staff then offered a replacement item of lower value. When we accepted the replacement, we asked for a refund of the difference, and the staff said no. We then tried to get more items and offered to pay the difference up, and the staff also refused that saying "the order is already through to the kitchen". Throughout the whole process, the staff kept running off after speaking 2-3 sentences, and the rest of the group was already well into their food. When we asked about an update on the refund down, or replacement up and explained that we were entitled to the difference, the staff replied "we cannot do refunds because the refund process is really complicated". We thought we'd give in and just accept the loss, but the food hadn't come out even after 30 minutes. When we asked for an update of the food, the other staff replied "we're really busy". By this time, the whole group had already finished their meals, so we told the staff "don't bother. We'd prefer to not have the replacement and just received a full refund because the whole process has taken so long, food isn't here, and all the staff have been really rude" Eventually the staff replied saying they were going to call their manager. That's when all the food came out. The staff then tried to push us to accept the replacement (of lower value, with no refund of the difference, 30 minutes after everyone else already received their food) We didn't touch a single hair on the food, and the staff who was on the phone with the manager kept coming over saying "no they haven't touched the food". 5 minutes later, we got our bring refund.

The whole process was tedious, rude and just an unpleasant service experience overall. The manager should really revisit their customer service goals. Also food was mid, and seats were tight. 9 people to 3 small tables. Another group had 14 to 4 small tables. Quite laughable. Come here for the memes I guess. Would like to add: I do not think this was in any way the staff's fault. They were clearly overwhelmed and not trained to deal with these situation when the system fails them. This falls squarely on the manager who was not present on a busy...

We came as a group of 9 and each placed our own online orders. One person ordered the Bossam, paid for it, and received confirmation—only to get a message 10 minutes later saying the item was out of stock. Despite already taking the payment, the restaurant only offered a lower-value replacement with no option for a refund of the price difference.

When we asked for the difference to be refunded, staff said no. We then offered to pay extra for a different item instead, but this was also rejected as they said, “the order is already through to the kitchen.” Throughout the entire process, the staff were very disengaged—cutting conversations short after only a few sentences and then walking away. Meanwhile, the rest of the group was already eating.

We asked for updates multiple times and were told refunds “can’t be processed because it’s really complicated.” After waiting over 30 minutes and still not receiving the replacement meal, we told staff we’d prefer to cancel it altogether and just receive a full refund, as everyone else had already finished eating and the experience had been unpleasant. Staff finally said they would call a manager—and that’s when the food suddenly appeared.

Even then, they tried to push the replacement on us (still with no refund for the price difference, and now 30+ minutes late). We made it clear we hadn’t touched the food, but the staff on the phone with the manager kept coming over to check and say, “no, they haven’t touched the food.” Finally, about five minutes later, we received the full refund.

The whole process was tedious and frustrating, and the service was not only inefficient but also rude. The seating setup was cramped—9 people squeezed around 3 small tables, and another group of 14 had only 4. The food, once it arrived, was average at best. Disappointing overall. The manager may want to revisit their customer service standards, especially when handling...