Red Rocks Charcoal Chicken & Kebab, Point Cook — Restaurant in Melbourne

One of the most pathetic customer service I have ever seen in Melbourne. Told to wait for certain amount of time for our order and they kept preferring to make and serve online orders after assuring us we will be served within that time. I could see the owner was not able to take the pressure of sunday brunch madness which is fair but it doesn't hurt to smile or talk more softly with customers (i could see this happening with other customers too who had takeaway orders - another customer asked for sauce options and was rudely told to go have a look at the menu - the same could have been achieved with a softer tone). Eventually we were kept asking to wait for our order (double the time initially said). Finally we were told 15 more mins, and when we showed our frustration to this service, we were told by the owner that he would not be serving us and asked us to leave.

The food here may or may not be good (I didn't get to try it), but I wouldn't ever take my business to this place or ever speak positively about it after how we were spoken too. We understand restaurants and staff are under pressure, but if you can't commit to a certain time or double that time, then you shouldn't assure your customers and waste their time. We understand this and were patient throughout, although it took double the time and more, but it doesn't give the right to the owner to shout at his customers given that he has failed to fulfil his commitment and customers are dissatisfied. A softer tone, smiling facing and friendly gestures go a long way to make long lasting customers that just food taste. If you are not able to take the rush hour madness, then you should be working in the kitchen (away from customers) so that you can save your brand's reputation in the west. Best of luck to anyone who wishes to eat here. I hope you receive better service...

FOOD POISONING. Received an UberEats order for myself and my partner after a long day moving house. Ordered a chicken burger and a wrap. Asked for no tomatoes in the burger. Food arrives and we each take one bite into the food a realised something was wrong. I opened my burger up to have a look in side and then realised what they’ve given us. My Burger tasted like it had been sitting in a warmer half the day. It was rank. The sauce had literally absorbed into the bun. I think that really gave away what you had served me was the fact I had asked for no tomatoes, so instead of making a fresh one to order you’ve gone ahead and stuck your grubby fingers into the burger and proceeded to rip out the tomatoes that were already present as this burger had been sitting there ready made for hours. There were little bit of tomatoes mushed up and scattered on the one piece of dark green/brown lettuce that was also in the burger. That was absolutely foul. The wrap you had sent out to us was no better either. My partner had asked for tomato sauce in the wrap. Instead you put some red liquid in there which once she took a bite dripped/ran out through the bottom of the wrap. The salad in that too, the minimal that was present was also dark green and brown. Like this had been sitting in a warmer all day. You work in hospitality. Customers are literally relying on you to use safe practices when handling their food. In our case this was not present and I can’t see your “restaurant “ at all being safe for operation if you have no one overseeing what’s being served out. I may look in to getting a health and safety inspector to visit your restaurant because now I have to suffer with a bad stomach due to your complete disregard for consumer safety. Absolutely disgusted from this. At least Uber were onto it with refund my...

Having been a regular customer for many years, I was appalled at today's service.

(08/08/24) at 3.55pm, I ordered a family pack (9 pieces of fried chicken and large chips). The man serving told me that it would take 15 minutes, I thought fair enough because I had to pick up something from Woolworths anyway.

16 minutes later I returned to find my family's meal still wasn't ready. 3 minutes after, the man finally acknowledged that I was there and said it'll be a few minutes more. At 4.28pm the man said "here you are nine piece and large chips" and I started to get up to which the man said "no, not you" and handed that to another customer who ordered and paid after me. At 4.31pm, I finally got handed my order 36 minutes after I ordered, 21 minutes longer than I was told.

I understand that I made a special request, but taking that long is just disgusting.

UPDATE (15/08/24) I came in at 1.23pm, ordered the same thing and was told 15 minutes. I came back roughly 15 minutes later and the food wasn't ready again, I asked how long, he said a few minutes. 13 minutes later he handed me the order, completely ignoring my request.

They used to be the best, but it seems like they're going off...