PappaRich Highpoint — Restaurant in Melbourne

THIS IS A REVIEW YOU WILL WANT TO READ

We dined in at the Highpoint franchise for lunch. We were hoping to have a nice and quick meal. All of our meals came out except my father in laws meal. 10 minutes after our food came, we noticed his meal still hadn’t arrived. The waitress said “it was still cooking.” So we waited another 10 minutes and asked again. They all looked confused and realised they had forgotten his meal. At that moment the owner said it wouldn’t take too long. My father in law wanted to cancel the meal because we had already finished our meals and he lost his appetite. The owner persisted that it would only take two minutes. This could of been his chance to apologise and use his logic to keep customers happy - which he didn’t. His meal finally arrived and you could imagine the experience of not being able to enjoy a nice meal together as we were in a rush to get to somewhere. The cherry on top was when we asked for a take away container, they had the audacity to charge us 20 cents for the container when it was their fault for forgetting his meal. Very disappointing customer service. 20 cents is more important to them versus displaying proper customer service. That’s embarrassing. They didn’t bother to resolve or genuinely apologise to us. Only at the end when we mentioned we would write a review of our experience that’s when they said sorry but with a justification of being “busy” when they weren’t! Sadly my in laws were regulars at this place and was not treated like valuable customers. We all will not be returning here. I DO NOT RECOMMEND SUPPORTING THIS BUSINESS, AS THEIR CUSTOMER SERVICE IS APPALLING.

**my reply to the business response below:

There was 4 of us today and we all felt very sad on how you treated us. So I don’t appreciate you accusing me for making multiple reviews myself when there was a group of us. They have every right to share their experience too. The waitress apologised to us which you will see on camera but the owner and manager was very defensive and rude which you will also see on camera. Yes you charging us for a 20 cents container did offend us because you didn’t want us to refund for forgetting one of our orders and serving it when we all had already finished eating. Again your response is defensive, accusing and dishonest. I don’t have to make anything up - look at the amount of bad reviews you have in total. Many other customers have said the same thing about rude staff and management. I don’t appreciate your accusations. And you are the biggest hypocrite. You’re accusing me for making reviews on other accounts when you’re the one doing it. Look at the recent reviews after mine, especially about the one talking about us. It’s ok, whatever helps you...

I recently had the misfortune of dining at Papa Rich Restaurant, and I must say that the experience was far from pleasant. From the moment I walked into the restaurant, it was evident that this place has some serious issues that need immediate attention.

First and foremost, the staff at Papa Rich Restaurant displayed a shocking level of rudeness and indifference towards customers. Instead of being greeted with a warm welcome, I was met with dismissive stares and impatient gestures. It felt as though I was inconveniencing them by simply being there. The lack of basic courtesy and professionalism was utterly disheartening.

Moreover, the service at Papa Rich Restaurant was excruciatingly slow, to say the least. I had placed my order with high hopes of enjoying a timely meal, but alas, it was not meant to be. The food took an unreasonably long time to arrive, and when it did, it was lukewarm at best. It was evident that my order had been sitting around for far too long before it was brought to my table. This lack of attention to detail and quality control is simply unacceptable.

To make matters worse, my order at Papa Rich Restaurant was also incomplete. I specifically requested certain items, but they were missing from my plate. When I brought this to the attention of the staff, their response was nonchalant at best. Instead of rectifying the situation promptly, they seemed more interested in blaming the kitchen or making excuses. It was an infuriating experience, leaving me feeling frustrated and unsatisfied.

In light of these negative experiences, I would strongly advise against dining at Papa Rich Restaurant. The combination of rude staff, late orders, and missing items has left a lasting negative impression on me. It is clear that this restaurant lacks the commitment to provide a satisfactory dining experience to its customers.

I sincerely hope that the restaurant management takes these concerns seriously and implements immediate changes to rectify these issues. As a paying customer, I deserve to be treated with respect and receive the service I expect. Until then, I will not be returning to Papa Rich Restaurant, and I would caution others to think twice before...

Horrible customer service at this newly open restaurant. I was ordering takeaway today and been waiting nearly 1/2hr. When I saw people who ordered after me already had their orders and even those who sat down after me had their food served, I questioned the guy at the counter who was taking order atm (another lady served me previously though) where my order was, he then checked the kitchen & told me to wait. So I stood aside mumbling about the wait, of course I have every reason to be upset if my order has been missed but this guy was taking orders then turned around & had a go at me. At first I thought he was trying to explain the situation but nope he raised his voice so loud and told me to wait as anyone else. He was extremely rude and loud that I couldn't say a word. I'm speechless with this kind of behaviour. I'd rather him ignore my complain than be so rude to the customer. No one warned me I have to wait 1/2hr for my takeaway from the beginning, otherwise I should have gone to another place. I can't believe I was told off when I felt upset about it. Will never go back to this place ever again and I'll let all my friends/family to avoid this eatery. Paparich in city is really good but this place is totally a disappointment. Food is just below...