San Churro Knox — Restaurant in Melbourne

Absolutely disgusting poor bad service and quality churros and sauce. I was there for the very first time with my carer.Was not the first time for my carer last Saturday afternoon. We each both ordered the churros for one.My carer had churros with cinnamon with salted caramel sauce I had with sugar on my churros with chocolate sauce.

The churros were first served out to my carer.HALF AN HOUR LATER MY CHURROS ARRIVED. My carer ended up eating all of her churros first because if she waited for me her churros will then gone cold. My carer and I both of us kept calling out to the staff to " can you please hurry up bring me my churros why what is it taking so long for" And there was hardly any customers in the place There were two men in the next table and that's it.THIS Restaurant STRANGELY WAS EMPTY ON A VERY BUSY CROWD OF SHOPPERS AT KNOX CITY AND AT KNOX OZONE WAS CROWDED FOR A LOVELY WARM SUNNY SATURDAY MIDWAY AFTERNOON.WHY WAS THIS PLACE SO EMPTY FOR ?

The staff ignored my carer and I when we asked shouted what why is taking so long for my churros whilst they constantly ignored us kept their backs turned away the entire time behind the counter.

To me they looked lost dazed confused INCOMPETENT

Finally about half an hour later my churros arrived Not even an apology or a proper explanation or even to compensate they could at least give my carer and I some extra churros and sauce for free.

Also my carer told me that the salted caramel sauce is not the same as before it tastes too unbalanced flavours.

My chocolate sauce was too milky could not even taste the chocolate tasted diluted.

YOUR STAFF ARE WAY TOO YOUNG Impolite INCOMPETENT UNPROFESSIONAL LACK EXPERIENCE

AND IMO I GUESS THAT IS HOW AND WHAT AND WHY THIS PLACE WAS EMPTY

THEY ARE LOSING OR HAVE LOST CUSTOMERS

Looking at their negative reviews now it corresponds makes all sense to me

I went to Selene's at Knox City the next day and that is what I call EXCELLENT CUSTOMER SERVICE AND QUALITY OF THEIR Chocolate BASED DISHES COMPARED TO THIS SAN CHURROS

BY THE WAY to the owner and or staff I noticed you respond to your negative google reviews

DO NOT RESPOND TO THIS MY NEGATIVE REVIEW DO NOT WASTE YOUR TIME

By the time you write one you can employ better...

We were given coffee vouchers from Westfield Knox Management and it clearly stated the value of the voucher, and that it was complimentary at San Churro and other participating cafes. When my mom tried to redeem our vouchers at this place, they called the manager in and the manager kept arguing with her that the COMPLIMENTARY coffee was going to cost 50 cents each. She told him that we just wanted whatever is complimentary from the voucher, but he kept demanding us to pay for it (my mom didn’t even have her wallet at the time because we never thought a complimentary coffee would cost money?). He refused to give us the coffee until we paid him, so being extremely annoyed, my mom walks 10 minutes back to the car just to get a gold coin for this manager. The entire experience was stressful, rude and it is an embarrassment for someone being employed a manager and supposedly managing the team’s customer service. Finally, when she returned with his beloved gold coin, suddenly, the coffee voucher was indeed free!! Who would’ve thought, given that the voucher said Complimentary Coffee?! He wasted 20 minutes of our time, with most of it arguing with my mom that we were required to pay for a COMPLIMENTARY coffee. This was a real life case of horrendous customer service. Also, I’ve attached a picture of the voucher. Maybe the manager could learn that “complimentary coffee” means that payment is not required. (And no, we did not ask for variations to the coffee.) Sheesh. Edit: Clearly there is still a lack of customer service and communication even on Google. The fact that we asked for whatever was complimentary, then management replying on here, accusing us that we were trying to order medium sizes (which we did not, because we had no intention of paying for complimentary coffee!), clearly is a testament to how bad customer service is at this place. I would give it negative stars...

as someone who works a minimum wage job dealing with customers, I'm not someone to complain about service; I understand everyone is understaffed and overworked, especially at the moment. but my partner and I are regulars who have repeatedly been disappointed here over the last few months; being ignored, not spoken too, finding bugs in drinks, not getting what we pay for or waiting way too long for just okay (and overpriced) food, it's always something. staff are clearly lacking training, which results in stressed employees and dissatisfied customers. service takes very, very long, even for the smallest things. partner and I ordered a take away filled churro which took about half an hour (for the one churro), and coffee alone takes twenty minutes even when the store isn't busy; I can understand during peak times, obviously service will be slower, but it does get to a point where it is clearly an issue of inadequate training and inadequate staffing. likely, the downward trend in quality and timely service is due to overheads trying to cut costs by limiting the number of staff, and rushing new employees through onboarding which results in bad quality and bad service. employees here seem like they want to die and if my predictions are correct, I can't blame them. please staff your stores properly and ensure the support is there for them to learn procedures and customer service properly, the store has taken a huge nosedive in all aspects since covid and unfortunately I don't see myself coming back on the...