Red Rooster Kilsyth — Restaurant in Melbourne

My recent experience at Red Rooster in Kilsyth was nothing short of disappointing and left a lasting impression. I had ordered a 'shared meal' for my son's birthday party, which specifically included honey chicken. When I arrived, the drive-thru was bustling, so I opted to go inside to place my order. To my surprise, the young lady at the counter informed me that they were exclusively serving customers through self-service screens only. Regrettably, only one screen was operational, and another was turned off - despite a small queue.

I openly admit that I made a genuine mistake while placing my onscreen order, accidentally selecting spicy chicken instead of honey in my hast. I acknowledge that errors can occur, especially with these automated systems. However, the situation took a a particularly disappointing turn when the manager intervened. Their response was far from accommodating. Rather than understanding my mistake and proposing a reasonable solution, the manager took a condescending approach that left me feeling utterly belittled. They insisted I reorder the meal and pay again, as they had already prepared what I had initially requested.

It's important to commend the young employee who assisted me initially during this ordeal; she displayed a level of empathy and professionalism that contrasted sharply with the manager's behaviour.

While I recognize that mistakes happen, the manager's response to my honest error was not only disappointing but also unacceptable in terms of customer service standards. Businesses should strive to handle such situations with empathy and flexibility, prioritising a positive customer experience. While my ordering mishap may have been the trigger, I firmly believe that the management's handling of the situation was nothing short of an abject failure. One that I'll be sharing with the parents that pick up their kids tomorrow.

My hope is that this feedback serves as a catalyst for the Red Rooster team in Kilsyth to reflect on their approach to customer service and take measures to ensure a more positive and respectful experience for all customers (and it's staff - they didn't seem to happy...

Update 16/05/2024 - So, just made the mistake of going back to this store. When will we learn? Poor service again. Advertising on website had offer which they said ended day before and subsequently refused to honour. When told a complaint would be made, we were literally laughed at. We went ahead and paid double the price just to get a quick dinner and ended up with cold nuggets. Absolutely disgusting service. Won't make the mistake of returning to this store again. They shouldn't be allowed to remain in business if this is how their customers are treated. I have complained several times via their website but all feedback has been ignored. Very poor form and terrible so-called food. Looks like the small business charcoal chicken shops are the way to go from now on.

Previous review (2023) - Service is extremely slow and when you finally get your food it is basically inedible, that's if the order is correct and you can even attempt to stomach it. Chips taste like they've been sitting for 3 days, tiny burgers that look like they belong in a kids meal and those people who think the fried chicken rivals their competitor, have obviously destroyed their taste buds eating this crap. Over $50 for 3 individual meal boxes of which half the food was only fit for the bin, wouldn't even feed it to a stray dog. Tried to complain via phone but it rings out over and over. Complained via app and get no response. No customer service anymore, yet it costs more than ever. Only positive is that it has been a good way to deter us from...

I recently purchased 1/4 chicken and chips. In the pack was 27 way over salted chips and a minuscule piece of chicken wing. I rang the manager of the store before I was going to write a review to see how they would correct the issue. The manager agreed that there had recently been an issue with a new staff member. And numerous other customers had complained. He said he would give me 50% off my next purchase because although small the chicken was eaten. What was I meant to do, although the chips where thrown away my child was hungry and needed to eat. I was not making another trip back. Also I would not be handing over more money when my original order was substandard. I felt he was trivialising my complaint and instead of compensating he was trying to get me to spend more money. Extremely poor form and more training is required. Customer service is remembered long after the price is paid.

This is the insufficient response I received

##- Your case number is 45-94747. Please do not remove this line when replying. -## Dear Debra, Thank you for your feedback Debra, As discussed on the phone we did have a few issues and we were happy to provide a 50% discount as you were unhappy with the size of the...