Koko Black Chadstone LG — Restaurant in Melbourne

I am a regular customer at the Koko Black outlet on Chapel Street and our business also purchases a fair bit of Koko Black products. i popped in to the Chadstone venue to purchase a few items as gifts and also to have a hot chocolate which I have enjoyed on several occasions on Chapel Street. There were a number of staff members in the retail section but were not interested at all at customers. Quite honestly at least two of them were engaged in an animated conversation about some personal things while I was patiently waiting to be “discovered “as a customer. No one bothered; no one came to ask what I wanted; never mind a professional greeting. I did not want to get upset but thought rather I will have my hot chocolate first and moved towards the cafe. This time around, there were about 6 staff running around totally disorganised and not at all interested in the people waiting for seats. There were eight patrons, three tables (12 seats or so) vacant and as mentioned,6 staff all in all for a total of about 20 seats. If there was a staff shortage for the café, which was clearly not the case anyway, the management should have reassigned someone from the retail section to help the café, rather than having personal conversation, while customers were impacted.

One of the retail staff was rushing through to the cafe and I asked if I could have a seat. She impatiently and curtly responded, “They are busy. They will call you “and brushed past me. After further waiting, I managed to attract the attention of a cafe staff and she said “we are all busy but you can sit there” and pointed out to one of the vacant tables. I was sitting for a good ten minutes or so for another staff to come and ask me what I wanted. There was no menu offered, no courtesies and they were totally unmanaged and rudderless. I asked for a hot chocolate and again, without exaggeration it took another 15 minutes for me to get the hot chocolate. I waited because I am loyal to the brand and my previous experiences and the products we purchase are great. The Hot Chocolate was served without the chocolate that accompanies the Hot Chocolate. I did not want to ask mention this to anyone as I was so lucky at least to get someone to serve. I then proceeded to pay and by now had lost interest in purchasing anything. I mentioned to the staff that I am very disappointed with the service and the lack of courtesy from the staff. She was not too keen on listening to me and when I tapped my Amex card, it was declined. Gleefully and with a smirk, she announced that my card was declined. I was surprised and rather embarrassed as I could not have a problem with my Amex card for a 7, 00 dollar payment. I then took out my Visa card and that too did not work. The staff then called another staff member while explaining to me that she was new and she was not familiar with the system. I am not blaming the staff but this whole episode clearly demonstrates the total lack...

No surprise that all the reviews for almost the last few months have been negative. The 3rd featured comment gave this place 2 stars! This place should really have ZERO star. This is a long review, and I have never before posted something so long and negative which just shows you how bad this place is!

This is NOT a company that values it's customers or staff. What a sad down hill this place has taken. As evidenced by the terrible attitude and service. Staff all looked like they had eaten lemons instead of chocolates and broke plates and cups every 10 mins we were there! No exaggeration. This should have been a nice relaxing day for my mum. They ruined it and took delight in being absolutely horrible and nasty. In particular, one staff, Miles Davis, who could learn a thing or two from his namesake about charm. In fact his actual catch phrase seems to be 'don't care, not my problem.' First we started off by trying to get their attention for about 5-10mins, not a big deal but there was only 4 tables and 4 staff wandering the floor! After ordering, I wandered and purchase chocolates (10 mins), after another 25 mins followed up with their staff after noticing people who had arrived after us ate and left. Staff apologised and said it would be there soon. After 15mins we received 1/3 items and decided it was enough. I went up to pay and was offered no explanation and apology. When I pointed out we were leaving due to the the long wait. The guy (Miles) rolled his eyes and said 'Well, I checked and it's only been 10 minutes. So...' I was so taken aback. Almost 45 mins and he had such an attitude! We explained to him that was not true, and he should check with his staff. He sighed and said 'well it's not really my problem or fault and it doesn't help if you complain about it.' I said the least you could do is apologise, and got the most insincere apology from Miles Davis. I know it's not personal but he is a terrible representation of the front of house staff. He would be better utilised washing dishes or doing things far away from customers.

So there you go. Don't bother complaining because they don't care and how dare you even bother mentioning anything.

I used to be a huge fan regularly spending hundreds each month. They had been going down which I ignored for nostalgia level. But this is the last time I go there. Perhaps it doesn't mean anything to have 1 customer say it, but there's a reason they are...

Service is hit and miss after coming in several times. It is almost as if the staff are trained to avoid eye contact, and avoid serving cafe customers who choose to come in.

I walked in on an empty cafe at 6.10pm Friday, asking the brunette caucasian shopfront gentleman if I could come in to the cafe. After about 20 minutes of an empty store and shopfront staff walking around idly organising the shelves, I finally managed to catch the attention of the cafe staff. It is actually amazing how 5 staff walked past me looking the other way, while after about 15 minutes, the brunette gentleman made eye contact with me, saw I had no service and continued to walk to the front of the shop. The menu is gorgeous, but often 'run out' of the more popular items on the menu about three times in the six I have come here. There have been multiple instances where I have observed other customers waiting just as long, or where I have been patient to catch their attention.

Like any Koko Black, their chocolate is decadent. Do not expect the service to match. Instead of feeling annoyed, I rather actually pity the staff here who receive bad training and no hope of getting a better job in their...