San Churro Epping — Restaurant in Melbourne

Disappointing.

Now I'm not that type of person who usually complains once they receive bad customer service, I do let things go and just let it be because I understand people make mistakes or they could be having a bad day. However this has happened already twice and I have more of a health concern with this as well as a rude employee.

First Time: I had come in one day ordering macaroons and other things. I noticed that the girl was not wearing any gloves and she was touching, the screen when I was ordering and then grabbed a few stuff as well, then she processed to get a bag for the macaroons- put her fingers inside to open the bag and then opened the window with same hands and then took out the macaroons in the bag. I then politely mentioned to the girl my concern and asked her to put gloves on and she just stood the staring at me acting like she had no idea what I was talking about or she had no idea what she did. She knew what she had done and still proceeded to act like she didn't and stood there silently looking at me bland. When I did ask her to put the gloves on she just gave me very rude behavior by giving me the macaroons with a more hygienic approach- (this time using the tongs ) but this time she just acted blandly and like she didn't want to serve me anymore with no smile or anything.

I am not someone who expects TOO much , I am usually a pretty chilled person - but when it comes to health in the workplace I think it is normal to want accuracy with it - ESPECIALLY during these times of COVID-19.

Second Time: I came in to order a snack pack offer from the app, I was waiting in line and I had happened to see in the back where the entry of the kitchen is- a girl was there obviously preparing some food - as she was preparing the food, she had wiped her nose ( mind you, AGAIN no gloves was worn) and then had sneezed everywhere and continued to prepare whatever she was. I had just absolutely no words with what I just saw. I then went up to the counter to order but unfortunately did not order what I REALLY wanted and then just grabbed 2 macaroons for my sister -Although the girl who served me the macaroons made sure she was taking correct precautions when serving me the macaroons. Same day whilst waiting in line I saw the girl who was I believe preparing a coffee or cleaning the coffee machine sneeze and she just sort of wiped her face and kept laughing and talking with another employee there not being aware of what she had just done.

I am so sorry I had to leave bad feedback, I am a usual customer but I am just very disappointed with the lack of health precautions being taken and the rudeness of the employees. I am just more concerned with the hygiene of this place as we are all aware of the outbreak and it does not seem like some of the employees could care enough to take some extra responsibility of making sure everything is clean and hygienic.

Although Id like to mention, there and two amazing guys working there- the two brothers , I haven't seen them in a while and not sure if they still work there- but they are hands down such good employees with such great customer service. I am very pleased with them two.

Again sorry that I had to leave a bad review. Hopefully you can improve with some of...

The first thing you need to know about San Churro (Epping) is how unhygienic the place is and how little the staff care actually care about food safety standards.

A few mates and I stopped in on the 25/06/2022 for some dessert and hot chocolate. We ordered four oddly perfect combos and one side of marshmallows for my hot chocolate. It was quite a busy night so we were suprised when two hot chocolates arrived at our table within what seemed like seconds of ordering, they were missing the churro's but we weren't particularly bothered at the time because they were fairly busy.

Half an hour past and my two other friends finally recieved their order of churros and hot chocolates, we asked the staff if the other two orders of churro's were far off since our hot chocolates were getting cold.

Ten minutes later he arrives with our churro's, we asked if we could get 2 new hot chocolates, since ours had gone cold in the fourty minute!! wait for the churro's, He insisted we get them reheated as it would take time to make 2 new hot chocolates, we agreed since it was fairly busy and didn't want any drama.

Five minutes had past and we received our reheated hot chocolates, we noticed both of them have melted marshmallows floating on the surface, we asked the staff member if he knew whether or not they were mix together when reheated, he said he wasn't sure then walked off.

My friend and I went upto the coffee machine and asked the barista, if she mixed the hot chocolates together before reheating them, she said she was told to mix the drinks together by her manager to save time because "we are getting slammed"

My friend explained to her that this is "cross contamination and isnt food safe". He said if one person had covid, now the other would. We asked if she could remake them, she sighed and agreed, the guy who served us said he would bring them over when they are ready.

We waited another fifteen to twenty minutes to get the hot chocolates, at this time we were fed up and asked him if we could speak with the manager, he said "there is no manager on site tonight" and we would have to speak with the duty manager and she would be 5 minutes.

20 minutes later the duty manager came out to speak with us, she did not apologise for the cross contamination of the drinks or the 20 minute wait to see her, she summed it up to a miscommunication with her staff and being really busy. My friend explained to her that what her staff did wasn't food safe and asked her for a refund for the drinks. She said because we didn't bring the drinks up to her straight away she can't give us any refund even though we had been waiting for her for 20 minutes! We asked for a corporate complaints contact and she wouldn't give it, She took no responsibility for her staff and said it isn't her Job to know what they are doing.

I will not be coming back here, everyone do yourselves a favour and just get dessert...

I normally don’t leave bad reviews, in fact I don’t enjoy doing bad reviews at all. But this time I felt it was needed. I ordered for takeaway tonight in store, got the two for one snack pack deal and a piece of the san churro chocolate cake. The following is what lead to my bad experience with San Churro Epping:

Order was taken incorrectly, mistakes can happen that’s fine. But I was more unhappy with how another staff member treated the staff member that took my order incorrectly. She rolled her eyes at him and told him off in a degrading manner. Very unprofessional and I felt sorry for the guy who took my order, he seemed embarrassed and put down by the way his coworker treated him.

The churros were very hard and overcooked, difficult to bite into.

Ordered extra whipped cream with the cake, it didn’t come with it. The cake also tasted quite stale.

I’m sorry I had to do this review but I hope it acts as constructive feedback for this workplace to improve, particularly on their...