Luup — Restaurant in Melbourne

I usually enjoy supporting local businesses and was excited to visit this well-known cafe. Unfortunately, my experience was far from satisfactory. Despite its popularity and bustling crowd, the service was a letdown.

I ordered a takeaway coffee and ended up waiting for a total of 20 minutes. When I inquired about the delay, a barista responded that it would take an additional 5 minutes. I was offered a refund instead of reassurance or an apology for the extended wait time. This response was disappointing and not at all customer-centric.

What compounded the issue was the lack of upfront communication about the waiting time. Had I known about the nearly 25-minute wait from the beginning, I could have made a more informed decision.

Furthermore, when I approached the counter to get my refund, the interaction was far from pleasant. The person at the counter justified the delay by stating they were very busy and that many customers were ahead of me. This made me feel undervalued as a customer.

It’s frustrating to feel like an inconvenience rather than a valued patron. I believe that improving communication about wait times and training staff to handle such situations with empathy and professionalism could greatly enhance the customer experience.

I hope my feedback can help improve service for...

Update:

Kellie the store owner reached out and was more than understanding of the situation. Thank you Kellie for offering a solution and being reasonable given the circumstances. Very happy with the subsequent service and willingness displayed to resolve the original issue below.

Original review:

So disappointing.

My girlfriend and her mother left Luup today so disappointed after being told that they couldn’t do a store credit exchange on a $180 two piece clothing set bought as a Christmas present that ended up not being the right size… all because they attempted the exchange one week beyond the “allowed date”. My girlfriend and I live in Melbourne so it is not easy for us get down to Mt Eliza regularly.

As customers who have both previously spent a significant amount of money at Luup over years and years, and who have always raved about the store to friends and family they are so disappointed at how uncompromising the customer service was today.

Such a shame for what is otherwise could be a lovely store to have such terrible and...

We have been a loyal customer to plover however we went for lunch recently and we had ordered smoothie bowls and a smoothie, as we had many times before. This time however we had to wait at least 45 minutes for our order. They then didn’t all arrive together as one smoothie bowl took an extra 10 minutes. It was clear the restaurant wasn’t busy on the day. When we finally got our smoothie bowls they were really disappointing as they were bad in taste compared to previous and the consistency of the smoothie bowls was like mush and sticky. It was also commented before hand when ordering to make sure there was no peanuts in one of the smoothie bowls due to anaphylactic reasons however when given the smoothie bowl the order was incorrect and there were peanuts on it. Meaning I had to re-ask if there were peanuts and it had to be re-made. Very disappointing and have no intention...