Miss Marple's Tearoom — Restaurant in Melbourne

I recently had a disappointing experience at Miss Marple's that raised serious concerns about the establishment's customer service and inclusivity. The staff displayed an unwelcoming demeanor, which I believe should be a cautionary note to anyone considering dining there.

I visited with my parents, husband, and child, arriving promptly at 11 a.m. when the restaurant opened. My parents and husband requested a table for four, noting that I would be joining shortly with my child who was resting in the car. The receptionist, whose unfriendly manner stood out, informed them that they needed to return at 12 p.m. because of my temporary absence, citing a supposed large number of waiting customers.

When we returned at noon and reiterated our need for a table for four adults and a high chair, we were given a cramped table that forced three adults to sit on one side. The space was clearly inadequate, and when we requested to combine this table with an adjacent empty one, the request was denied without reason. The staff claimed that the extra table was reserved for other customers, reinforcing the impression that accommodating us was not a priority.

What was most troubling was the sense that our group was treated with less respect and consideration than others, suggesting possible bias in their service. The strict seating policy did not explain why we were turned away at 11 a.m. but then offered an unsuitable table later. The presence of our baby was ignored entirely, further emphasising a lack of empathy. The experience left us feeling that profit was valued over customer care.

This incident highlighted a focus on rigid policy enforcement over genuine customer service, coupled with behavior that hinted at discriminatory practices. Miss Marple's should take serious steps to evaluate their approach to customer interaction to ensure that all patrons are treated with respect and dignity. It’s disappointing when a business reacts that way, especially when you hope for some accountability or change. It sounds like they’re set in their ways and not willing to take constructive feedback seriously. I feel bad for them, honestly—it’s tough to run a business, but refusing to listen or learn means they’ll miss out on growth and improving customer relationships. It’s a shame when potential is overshadowed by stubbornness. I wish I could give 0 star but there is no option for this. The owner replied I lied?...

The stars are for the food - we enjoyed our meal. The scones were not the usual round type but almost like steamed cakes, which was a novelty for us. They went well with the cream and jam.

We are not giving more than 3 stars for a couple of reasons... the first being that our tea was served in broken teapots (2x). One teapot was completely chipped under the lid (the opening for the lid). The other had a chipped lid (the base that hooks into the pot). We asked for the former to be replaced, as we could live with the latter issue. This replacement was promptly actioned - kudos to the waiter who immediately recognised that the issue was unacceptable. But you have to wonder about the person who prepared the tea in the backroom, who would have seen that they were handling broken teapots! This issue should not be something that a customer flags first to management - especially management of an establishment that prides itself as a tearoom.

The second reason is that there was no sense of privacy or peace due to the proximity of the tables - we could hear every conversation taking place around us. Some might not take issue with this, but it mattered to us because we were seated in the middle of the room so had 360 degrees of conversational surround sound.

It is a very busy establishment so expect a wait (we waited 30 minutes) but the waitstaff seemed to be as attentive and prompt as they could be in the circumstances, and the bathrooms were also in clean condition. If you go in expecting a very cosy setting, and a touristy/bustling atmosphere, then you may enjoy it more than we did.

A final point/observation for management, to take or leave it - do reconsider your comments strategy for the lower starred Google reviews. There is a high degree of snarkiness in your responses that is not befitting of a hospitality venue, and shows contempt for your customers who may have had a genuinely bad experience.

If we had seen your responses before our visit, we would have pivoted to another establishment - no matter how glowing your other...

UNDERRATED menu item:🚨 Best hot chips anywhere I’ve had in a long time……… CRUNCHY & fluffy and beautiful prepared… it was our first time getting these and wow… paired with the cauliflower soup to share was so good!!!!

Have been here 4 times now over past couple years… same consistency every time. Heard tables next to us complain about the prices etc…. Guys, for 2 people, what we got was great quality and fair price. Don’t come expecting some private exclusive experience, yes they’re busy and you’ll be using every inch of your table… but this place is a uniquely great place to bring your loved one for a stunning drive to Sassafras, which leads you up a beautiful path directly to Miss Marples. I highly recommend Bring elderly loved ones, it’s right up their alley… your Mum or Grandma and take your time. My mum is familiar with “Miss Marples” the TV show, so the decked out interior is a treat for her and she loves her tea…

We’re both fans of the scones too. To those reviews complaining about the scones - I cannot agree - lovely textures and flavours - similar texture to the smaller ones everyone’s familiar with, these are huge and more dense cake texture with all the same crumbliness and tastes of a scone most people would know… wow the fruit one is beautiful!! The ice creams are HUGE and lovely here too btw (didn’t get that this time but can confirm it’s awesome!!!)

The staff are always lovely, usually female waiters always and always greeting with a smile a polite tone. They might not have much time for conversation/banter but you have to understand they’re constantly on the move and it’s so busy so just be understanding, they never seemed rushed though, and they don’t rush you out which is nice, just fast paced similar to a eatery/diner you might find in NYC. Props to the chefs!!

Thanks for the good memories. See you...