Laurent — Restaurant in Melbourne

I hope this message finds you well. I wanted to take a moment to share my experience as a long-time customer at your coffee shop. I have always enjoyed the delightful taste of your coffees and pastries, and it has been a pleasure being a patron for many years. However, I would like to bring an important matter to your attention as a loyal customer. Unfortunately, there have been instances when the shop gets quite busy. On such occasions, if you place an order for yourself and your family, requesting that the items be brought together, they are often delivered separately. For example, the coffee might arrive first, but by the time the food arrives, the coffee has become cold. Similarly, despite requesting a warm pastry, I have noticed that they are sometimes served cold. I understand that managing a busy coffee shop can be challenging, and I appreciate the efforts of your hardworking staff. Nonetheless, I kindly request your attention to this matter to ensure a more enjoyable experience for customers like myself. It would be greatly appreciated if you could emphasize the importance of serving orders together and ensuring that hot items, such as coffee and pastries, are served accordingly. Thank you for considering my feedback. I value your dedication to providing excellent service and look forward to continued visits to your coffee...

My experience with Laurent Eastland was a mix of satisfaction and disappointment. Initially, the service was commendable; the staff was attentive and ensured all details were correctly noted during the order placement over the phone. However, the situation took an unfortunate turn on the pick-up day. I was informed that the berry tart I ordered was no longer available due to discontinuation by the main factory for the season. This was particularly disconcerting as there had been no prior communication about this change, despite assurances that my contact details were recorded for any necessary updates. The claim of attempted contact without any evidence on my phone records was perplexing and led to an unavoidable last-minute change to an alternative cake, which was not to my preference. Understanding the challenges of the hospitality industry, I recognise that errors can occur. Nevertheless, this incident highlighted significant gaps in order management and communication processes at Laurent Eastland. Especially when the customer has committed to the provided procedures. The lack of transparency regarding the communication attempts was particularly unsettling. It is my hope that Laurent Eastland will take this feedback constructively and implement measures to enhance their customer...

I was at the store and was greeted by an unwelcoming face of the cashier at the front who continued to be rude while I made my order. I ordered a plain croissant and an apricot danish at around 2:18pm. It was only after 18 plus minutes that I began to question where my pastries were coming from. My mum then approached the front counter and politely asked where the pastries were, as the staff looked at her with confused and blank faces my mum actually spotted them on a bench near the register, with no plate underneath them. It was then, that finally after more than 20 minutes at around 2:40pm that we received our pastries. When the pastries finally arrived at our table we were told that they had been understaffed, however the 6+ staff members in the floor suggested otherwise. I’m sorry to say but that was the worst ever customer service experience I have ever had at a...