Frankston Waterfront Restaurant — Restaurant in Melbourne

I wish I could rate this restaurant as zone, No words will ever be able to articulate the frustration my family and I experienced last-night at this restaurant and the act of pure unprofessionalism and negligence.

Before heading for dinner at this restaurant we called ahead and asked if the restaurant offered gluten free meals, to which we were assured they did.

When ordering we clearly told the waitress that we had a child with severe gluten allergy and asked the waitress how the chips that were advertised as gluten free were cooked and asked if they were cooked in the same oil with chicken nuggets, to which she replied she was pretty sure they were cooked in the same oil , however said she would clarify with the chef, however never came back with the answers. Upon her clarifying our order, we made it clear that for the child we would opt out of having the chips for her due to the risk of cross contamination.

40 mins later the kids meals FINALLY arrived however with chips and salad and grilled fish on the plate. We called the waitress and asked her how come chips which is cooked with gluten is served for a child with sever gluten allergy. Then she apologised to us regarding same and ensured us that it would be amended and we requested a fresh fish cooked in a separated pan with fresh oil served for this child due to the risk of cross contamination. The waitress promised us to do same and took the food back to the kitchen, however moments later she returned with same plate minus the chips and insisted it was freshly cooked using a fresh pan and oil , carelessly they left one chip on the plate and didn’t think to reposition the fish on the plate so we wouldn’t notice. We ask to speak to the chef who again ensured us that it was cooked on a fresh pan and it’s safe for the child An hour after the child consumed the meal she experienced gastrointestinal symptoms and has been vomiting since. How do you explain this to a five year old that can’t stop vomiting that we were lied to?

I note this restaurant does advertise on their menu there “may be traces “ of gluten in their food, however to admittedly say “ our gluten free food is fried in the same oil as other foods” and for the chef to come and say it was freshly grilled on a new pan however didn’t even go to the effort to even remove all the chips from the initial meal. Poor...

This place has potential. However, the menu needs a revamp. Both steak and burger orederd was overcooked. Burger was bland, and needing some love. The chefs rushed the food out too quacking with out quality control. Steak had the right flavour. Theres a positive. Upon arrival we were seated promptly. It took 25 minutes to have a server take our food order while we watched lots of mistakes made. Food orders were taken 1 table at a time and sent to kitchen instead of scoping the whole section to see who was ready and then acting accordingly to sequence of service. Were there too many tables seated at once with food and drinks orders to take plus drinks to be made with only 2 staff on hand to do all those jobs? Yes, for their experience it was too much for them, but there is no choice as the restaurant was understaffed. Which resulted in the poor service at the start of a table sitting. But these things can always be recovered. After our food order was taken 3 staff had arrived. I know issues like this can pop up in hospo so I understand. It was just a case of poor management with rostering. And I'm guessing hopefully an off day when I arrived at the restaurant. Some of the items are priced spot on. Other items you would question if the quality came out not up to par. These are the situations restaurants go through daily. A positive was a staff member asking each table how the food was half way through eating ours. Just managed to time it right. And again when we paid she had asked how everything was. We didn't have a good experience there. She did apologise and was sincere about it.

Things to brush up on, plan your moves carefully, precisely and if in doubt, always remember sequence of service. Always take all orders that are ready in 1 go. Always scope the whole section and assess in what order things need to be done. Always have eye contact with customers. The food runner always needs to quality check every dish before it leaves the kitchen. (I had a hair in my cheese inside the burger). Last line of defence.

Brush this review off. It was just an off service period for you guys. Hopefully you'll learn from reviews and your experiences In the good times and bad times of service. Always strive to improve on service and think of how it can be done. Like I said, you guys have potential....

DON'T BOTHER ATROCIOUS SERVICE! Save your time!! My husband and I "attempted" to have lunch here midweek We normally dine just near this restaurant, so we thought we would give it a go! BAD MOVE! It was not very busy. We were seated outside at 1.35pm. A young boy brought out water and we had to ask for the table to be cleaned as there was spilt coffee on it from the previous customer. Needless to say, the table was not set either! We then got menus, still table had not been set! At 2pm, after still waiting for someone to take our food and drinks order my husband went inside to do so, but was told to be seated and someone would be out! Finally a very pleasant lady came and took our order. My wine came out fairly quickly. At 2.20pm another young girl came out to say that what I had ordered was no longer on the menu! That was the last straw! My husband went in and complained about the severe lack of service, eventough there were numerous staff around! We paid for the wine and left! So cannot review the food as the service was so atrocious! Would hate to be there when it was busy!!! And on top of all of this, the young boy was going around to tables, while people eating, to get them to fill in their details for the COVID ruling. Surely this could have been done when people arrived rather than them stopping to eat to do this!!?? This place seriously needs some lessons and training in customer service! There are other great places very near that provide both amazing...