Oporto Roxburgh Park Drive Thru — Restaurant in Melbourne

Ordered food here, received food with a missing fillet in the burger, called and was told I would receive a refund if I emailed the store, did this and didn't not receive a reply, we reviewed the store and received a message from a owner/manager of the business with a number to call. Calling the number I was told they had received my email and I would receive a refund, they would respond to the email asap, this was a week after the email, it has now been over two weeks since then and I have not heard anything, the business has my email and phone number and acknowledged the issue and refund, disappointed in management for not following up.

Update from response: Thank you to the owner for responding quickly, I respect that, yes I do have your number and yes I could have followed it up with you directly and yes you apologised a number of times, I am quit ok with that and thank you for that, that is on me for not calling, I am happy to wear that, however, I feel a follow up from the business side is always better as I work in retail. The order was made on Menulog and paid through PayPal, I have triple checked all my banking accounts and history with no refund found, I am not worried about a full refund as I did receive an order, i am only disappointed as it wasn't a good day when this happened, however that is not on you, thank you, I can respect your responses but following up my email in the first place would have...

I placed an order for food recently, but unfortunately, one of the items was missing from my delivery. Despite reaching out through the provided feedback channel to express my concern, I received no response, apology, or any offer of a refund.

In addition to the issue with my order, I couldn't help but notice the overall condition of the restaurant's interior. The atmosphere was marred by a tatty appearance, and the booths at the dining tables appeared as if they had been worn down, resembling the aftermath of a dog's chewing spree. Fortunately, I opted for a takeaway and didn't have to utilize the questionable seating.

In addition to the issues with my recent food order, it's worth mentioning that the restaurant's phone number provided for customer contact was not functional. This added an extra layer of frustration to my attempt to address the missing item in my delivery and seek resolution through the feedback channel.

Unfortunately, my experience left me unsatisfied, as the missing item and lack of customer service responsiveness, coupled with the less-than-ideal ambiance, fell short of my expectations for a positive...

Absolutely appalling experience at Oporto Roxburgh Park — easily the worst customer service I’ve ever encountered. I ordered my meal and not only did the staff make zero effort to help or engage, but when my food finally arrived, it was like they were rationing scraps in a famine — literally THREE chips despite ordering more, like I was begging for charity. When I raised it, the manager just shrugged and said, “Oh sorry that’s all we give,” without a single attempt to make it right — no offer to replace or refund, just straight up apathy. The audacity is unmatched. I don’t normally leave complaints but this pathetic excuse for service, combined with cold, stale, disgusting food that tasted like it had been sitting in a bin out back, was so infuriating I couldn’t stay silent. This place used to have great food and service, but now it feels like a graveyard of standards, run by staff who seem allergic to basic decency or training. Whoever’s managing or owning this location needs to wake up because this level of incompetence is actively destroying the brand — it’s embarrassing, disrespectful, and honestly, a complete disgrace to the...