Marcels on West — Restaurant in Melbourne

Just if I could give zero to a guy who served us and the waitress as well absolutely the worst customer service and guy was so rude. Came in this morning for breakfast with my friend thinking will get the same experience that we had last time we were here, but not we got disappointed . We got there around 10:15 am for breakfast guy in his 40 welcomed us we did ask for table for two people he looked around and said we have no tables for 2 people it’s all for 4 pp, I didn’t know that restaurant only serve a group of 4 people as we’ve been here before and we sat on table for 4 people. he didn’t even make an effort to offer us a seat have a coffee while waiting for a table, I was the one that mentioned, we are happy to wait will have our coffee out side and wait for a table just to get a response from him (wait) if you check the camera you’ll see his face impression we were not welcomed at all and he couldn’t care less . Mind you we tried to book a table day before but no one picked the phone. Two men were sitting on table for 4 people they told him you can seperate the table and get the girls seated . We sat on table thinking someone will come and approach us give us a menu ask us if we are ready to order like any other restaurant, not we got ignored no one came to our table we were waiting for more than 15 minutes not even one waiter came to table to tell us will serve you soon we are just busy we would’ve understand it, they were handing menu, serving and cleaning other tables , one of the girls was passing by cleaning a table saw us we have no menu or any drinks she didn’t even bother asking if we already ordered or we are waiting. so she wasn’t busy cleaning table even though there was no one waiting for that table but she was busy to come and get us a menu or even to ask us if we were ready to order. Whoever planning to go there be careful you might get the best customer services but also high chance they might ruin your day and treat you the same way they treated us this morning or even worst . For some reason I’m not able to reply I’m not sure if I’ve been blocked however I’ve decided to make more clear. Literally I did say we were happy to have our coffee and wait outside on the tables but the guy couldn’t care less also I didn’t mention that we waited for so long to be seated.of course it’s not criminal but how would you feel if you go to restaurant and get ignored. I do understand that the restaurant was busy which is make sense that everything will take a bit longer but not to the point that not even one waiter come and show us that we are welcomed, that’s what’s called customer service and that’s why I Left google review. I clearly mentioned that we’ve been here before and had different experience from different waiter and it was just as busy as today . I’m 💯 sure we were ignored more than 10 minutes let’s say as I told my friend I’ll give them another 5 min after waiting just to see if they gonna come and serve us or not. If you’ve already checked the cameras and believe that our experience is normal then you don’t have to worry as that’s standard service from the restaurant . I’m just setting an expectation for others and sharing...

Definitely do not recommend! Food was okay nothing special and does not stand out against any other Lebanese restaurant. I would perhaps have came back if it wasn’t for the poor treatment from staff.

Firstly, I attended this restaurant twice in one week and can I say I experienced the worst customer service. Day 1: we ordered pizzas for sahuur, we wanted to add cheese to one of the meat pizzas after we put through the order. Our waiter at the time (Arab man with earpiece) told us off for not adding it to our order. Another waiter came and tried to help us but the 1st waiter refused. I don’t understand how they could not accommodate for such a small request and even if they for some reason couldn’t your staff should not approach someone this way.

Day 2: we came for iftaar when we arrived the food was already on the table so the cheese and meat sticks were cold. Our main food was supposed to arrive with our sides but it never came. As people who were fasting we were told that pre ordering our meals will ensure we get the food in time for iftaar but if we were ti order individual items from the menu then we would have to wait. Well that was a lie! We waited 1hr for our main food to come. When I spoke to the lady/receptionist she was so rude and said “I got a message that your order was cancelled” I showed her my text with my order confirmed and she said well on my phone it’s different and she went ti the back to get her phone and try and prove me wrong. When she came back half the messages were deleted and she acted like I never sent a message. Nonetheless I waited another 30mins for them to bring out rice and meat. Now time for the bill the banquet is $55 and they give you an option of 2 different banquets. The only difference is the main meal, this lady then charged us $55 for 3 banquets plus the meat and rice as an extra meal when i specifically stated in my phone order that one person only wants the lamb mansef banquet. She looked at the text and said “we’ll yeah no one responded to your text message and that’s how all banquets work”. As a person who has worked in a customer service position I can assure you that this poor service and behaviour from staff will surely ruin your business. Trying to “fight your customers” and being aggressive towards them is nothing far from welcoming. I have definitely warned others from coming here and it is definitely overhyped. The lack of respect for your customers is also evident in the way you respond to people who give you a low rating. The no1 issue is your staff so take in the feedback, ensure you have enough staff members and give them proper training. I must give a shoutout to the Asian waiter and the girl working at the cafe with light brown hair. Both were...

This is the second time we came here only to leave disappointed. Their FB page has a number that is always unreachable and states the mailbox is full at the first ring. If you want to book for iftar forget it. Today we went after iftar as the place is open till 1 am. The services are just as abhorrent. Waitresses are more concerned with makeup than serving customers it seems. Somehow their Facebook page photos don't line up with the menu. The sad truth of false advertising. I mean if you want to take kids to a shisha joint, that's your choice.

They have reduced their menu, not sure if this is just for Ramadan, but only has set menus, nothing for kids, mainly burgers for mains. You should be following up with updates on your FB page. Maybe teach the staff about not leaving people waiting for half an hour for a menu.

We decided again to leave this sad joint and go next door to Pehlivan, which has an easy to follow menu, they don't compromise on quality for a small hidden gem and their services are impeccable.

If you genuinely want to enjoy some amazing kebabs, while the Lebanese restaurant overshadowed this little Turkish Street Food shop, my recommendation is that they are not to be missed! Run by a sweet little family, decor is beautiful and the ambience is a lot less obnoxious unlike Marcels, because they are more concerned with providing quality food alongside excellent customer service.

To the owner: I don’t have any need to badmouth your restaurant, reflective of honest expectations and experience. Have a working number and understand the point that is made without attacking any honest critical feedback. You should be able to take from it and grow not attack me publicly...