Rocco's Burger Cafe — Restaurant in Melbourne

Really unimpressed with my visit today. Came around 3 with my mum; we live locally and have been customers at Roccos for years. We ordered an iced coffee and a flat white, they took about 10-20 minutes to come out for starters. Mums coffee sat on the counter for a while while the waiter chatted to other customers. When my iced coffee came, it was a frappe. I asked the waiter if it could be remade and not put in the blender. Manager/owner comes out and gives me an iced latte with no ice-cream- after I distinctly asked for an iced coffee. It was pretty bitter and after waiting for so long and two messed up orders we were ready to leave. We went to pay and I told the manager that they gave me an iced latte, the wrong drink again. I expected him to be like "oh yes sure, sorry about that." Instead, he something along the lines of "every place has its own way of doing iced coffee's and we blend ours. If you want an unblended version its an iced latte. Next time you order one you have to ask for an iced latte with a scoop of ice cream." What the hell. How is anyone meant to know when they go to a cafe that if they don't ask for an iced latte with a scoop of ice cream then they will receive a frappe instead? After mansplaining for five minutes about how I should have ordered, I got a refund, but seriously. I work in a cafe too man, and if someone receives a drink they don't want, or didn't expect, just fix it. Is it going to kill you to not blend the drink? Then this nerd behind me goes "rude rude rude" because I dared to dispute paying for something I didn't order. Its always awkward to ask for a refund, but I thought I would ask for one instead of just being annoyed by it and going home to write a bad review like everyone else in the world because I actually like Rocco's. But what happens instead? You were terrible at handling criticism, tried very hard to prove to me that you were right and I was wrong, and made the whole thing bigger than it needed to be. If a customer has an issue, you don't need to be right. That's hospitality 101- you just need to rectify it to make them happy so they return again- BECAUSE THEY ARE THE ONES PAYING YOU.

My whole family gets uber eats and take away from here and I've referred a bunch of friends over the years. But not anymore. You have lost me, my family and my network. Hope it was worth it over an...

Take a book with you.

Staff friendly people but focussed on immediate and urgent, it appeared today. Cafe only half-full throughout my 2-hour solo stay, with only a slow stream of takeaway coffees and few phone orders. Food nice and fresh (Crispy Fritters) but served in a deep bowl so I couldn't cut the greens to eat them. Feedback offered already about that. Had to ask for the side that I ordered to be brought out and no issues there. Service: given seating and a menu promptly. No drinks order taken at that time. Staff returned promptly and I ordered - 35 minutes later, my bottled fruit juice was served. My meal came after that. My plate was cleared 25 minutes after finishing food, with no opportunity to order anything else. I waited a total of 65 minutes after finishing my meal, wanting to order coffee (good reviews about that!) and watched staff walk past my table, mill around occasionally, and attend to others coming through the door, and decided to wait no longer.

Pros: food; process of welcoming customers; interior design/layout and facilities; lovely concept; I've heard the coffee is good.

Cons: wait times (multiple); execution of concept for the cafe, at least today; lacked opportunity to try the good coffee at this cafe; no feedback mechanism in place.

Extra star given for not being charged for the side. But that might have been because it wasn't noted. No offer discussed about that, so I'm guessing. I...

Not bad, but definitely not great. Staff were okay, décor was okay. Food was very good! Taste was great. Cost, was very bad! I got: 1 x mushroom/meat burger for myself (burger only, no sides) 1 x Pulled pork burger for the missus (burger only, no sides) 1 x kids chips and nuggets meal 1 x kids pancake meal 1 x banana shake 1 x sprite soft drink

$71!!

The other thing I noticed was the slightly oppressive atmosphere. There seemed to have an air of superiority about the place, like it was better than it's customers. Almost like you were tolerated as part of doing business. Nothing really to demonstrate this feeling, just felt that way. You know when burly store owners stand out the front of their stores in Carlton, and seem to be just being intimidating everyone in eyeshot......that feeling. In no hurry to go back....but the...