Max Brenner - Highpoint — Restaurant in Melbourne

I never leave bad reviews, but I am absolutely appalled at the quality of products and service I received last Friday.

The store was an absolute mess - tables were sticky, dirty plates/cups, etc. It was a busy Friday night so this wasn’t an issue for us (even though these things should’ve still been taken care of, as a hospitality manager myself, I tried to be more understanding).

We placed a large order of hot drinks and desserts. We were a big group and were expecting a longer than usual wait. However, almost an hour for hot chocolates and coffees is unacceptable.

ALL of the drinks came out cold. Not warm. Cold. We sent them all back and waited again for a remake. And to our surprise, they came back cold again. Now, I’m fine with a warm coffee - it’s busy, you’re in a rush, and when staff aren’t trained properly, this is usually where the quality and standards drop. But these drinks weren’t even at the bare minimum 60 degrees.

We sent them back again. 20 minutes pass and still no remake. Our entire table finished their food and some are still waiting on their hot chocolates. We go up to the counter to ask where it is and was ignored until we spoke up and asked where our drinks were. We got offered to have it made “‘now in a takeaway cup”. Why? We ordered dine in and remaking our drinks in a mug wouldn’t have taken any longer than a takeaway cup. I even offered to have them re-steam the drinks instead of completely remaking it. No apology whatsoever from the barista.

I’m under the impression that they forgot to remake our drinks the second time as it came out almost instantly after I asked.

For spending over $100+ at a well known dessert franchise, I’d expect the products to be served at a...

I wish I could give no star review. Unfortunately I’m unable to do that as it defaults to 1 star! There has clearly been a shift in management/owner of this max brenner for the worst.

I love the desserts and despite having 2 prior bad experiences with management and cleanliness I decided to give it one last try and it was the biggest mistake.

My third time was the nail in the coffin. The place is still is as dirty as ever, management is still uncaring as never before and the last straw that broke the camels back is this time around the dessert was so bad it was inedible.

I was served doughy raw tasting waffles. Upon complaining to staff the manager had the audacity to give staff member excuse to reiterate that we should be aware that it’s a new brand of waffles and there is a problem with supply. The manager chose to deliberately be indiscreet while talking to staff. He was clearly having a dig at us intentionally while pretending to be talking to the staff. His behaviour was unprofessional and left the staff member in an awkward position having to repeat what she clearly was aware that I heard. The manager was behaving in a condescending manner towards us and the poor staff member was stuck between a rock and a hard place.

Our order was remade and was STILL RAW and DOUGHY.

The staff are young and friendly and try their best however the manager on the other hand needs extensive management and customer service training. The only reason I kept coming back was the dessert however that too now has gone downhill. I will not be coming back. I hope for sake of their business they get their act together and stop dragging down the name of this renowned franchise...

My partner and I came in today and made two separate orders for take away.

We paid, then waited. We sat down waiting for 20 minutes. Seeing people that ordered AFTER us receive their orders and leave.

We noticed tables that weren't even cleaned, plates and tissue from customers that have already left still just sitting there while the staff were chatting to each other and laughing.

I went up and asked for an ETA on our order, to be told, "Oh we're sorry, the receipt didn't print out. We will make it for you now".

After sitting for 20 minutes! None of your staff even noticed that there were two people sitting at a complete EMPTY table. I asked for my money back because I'm not going to sit for another 20 minutes to wait for an order.

My partner who ordered after me, finds out the exact same thing happened to his order. "Receipt wasn't printed". Yet the people after us received their orders and were on their merry ways.

Is Max Brenner a racist company that decided we both did not deserve to receive our orders? Or will we just receive the typical "our system didn't work" because it worked perfectly fine for your ubereats delivery orders, and the orders before and after us. But not on our orders.

If it was ONE order, okay fine. BUT TWO ORDERS. We received our money back, and blank sorry and that was it.

Is your stores value to waste your customers time? Because it took all of 1 minute to take my money, but over 20 minutes for your company to screw us around and waste our time. Because apparently our time is...