San Churro QV Melbourne — Restaurant in Melbourne

I’m writing this review specially for a special staff member here name Ace, an absolute legend who was extremely kind to me! I’ve been to this place a few times before to have their churros and beverages, but on this occasion, I walked in just to ask if they had a phone charger that I could borrow. I urgently needed it as my battery had died.

Ace agreed to charge my phone for me using their own phone charger that was located inside the staff area, but after a short while, one of his colleagues approached me with an unfriendly face, saying that they can’t help customers to charge their phone. I said to her that Ace was just doing me a favour, before she walked off without saying anything. Then I noticed that this colleague had proceeded to speak to him quietly in one corner, obviously expressing to him that she wasn’t happy that he was helping me to charge my phone.

I left that alone, and awhile later, I asked Ace to check what percentage my battery level was at, he disconnected my phone for me to check it since I had a passcode. I saw that it was only at 3%, so I asked him to put it back on charge. It was at this point when he revealed to me that, as I predicted, he had gotten in trouble with this colleague for helping me to charge my phone. So he said that he couldn’t continue charging it for me.

As soon as I heard that he said he got in trouble with his colleague, I asked him to tell me who his manager or store owner is, so that I can speak to them to defend him, because he shouldn’t be getting in trouble for being kind! Ace revealed that they were both not at work at the time, but he was still willing to help me to charge my phone for the second time anyway!

I then spoke to that colleague who was standing nearby, I told her not to make a complaint about Ace to their boss because what he did for me was really kind, and he was also giving excellent customer service that had gone above and beyond customer expectations!

I’m so touched by Ace’s kindness, and his willingness to help me to continue charging my phone even for the second time, even though his colleague had already complained about it to him the first time! That colleague on the other hand, I wish I know her name, I’m not happy about. It doesn’t cause any problem or cost anything to charge my phone for me in that little corner in their staff area (it wasn’t in their working area). And bad enough you didn’t care to help, at least don’t try to stop someone else who cared to help!

FYI, in the end, my phone still didn’t get charged, because it turned out that their charger had a problem. After charging it the second time, the initial 3% charge became none, my phone had gone back to being dead! But this doesn’t change the outstanding level of kindness and customer service that Ace had shown me, risking his job/ risking getting complained by his colleague to his boss, all just to help me!

I don’t know if that colleague had ended up going ahead with making a complaint about Ace to their manager or boss or not, but just in case she did, I hope that their manager or boss would read this review and know that Ace doesn’t deserve to get complained about, he deserves to be praised! For being an exemplary staff member who is the definition of ‘providing excellent customer service that exceeds customer expectations’, and for being a wonderful...

I love San Churros so much, usually I go to their Highpoint location, so while I was in the city I decided to go to this location and was so disappointed. I showed up today as soon as it opened (at 11, I believe it was later than usual) and ordered 2 hot chocolates and churros for two. When I walked in, there was a lady who seemed confused and annoyed that my girlfriend and I waited next to the sign that told us to wait to be seated. That same lady who served me was extremely rude, for example, when I mentioned I had a student discount she interrupted me and in an aggressive tone said ‘that’s not how we do things here’ (paraphrase) before asking me about my order first and then talking about the discount. I didn’t get her name but she had pink hair. She also seemed visibly annoyed when I wasn’t finished ordering yet. After ordering, me and my girlfriend sat down and got our hot chocolates, which were great as usual, but after another 30 minutes of waiting asked if our churros were still coming. By the way, we were the only ones dining in, there were other customers ordering drinks for takeaway however, but this happened only about three times. Anyway, when we asked if the churros were coming they said they weren’t heating up properly and to wait for five minutes. Ten minutes pass and we get room temperature churros with very a conservative amount of cinnamon sugar, one churro was entirely plain! The chocolate dipping sauce it was served with was also room temperature, causing parts of it to solidify. The experience was very unpleasant and I hate confrontation and didn’t have the courage to send it back, and didn’t want to ruin my date by speaking up, but I wanted this to be known so I posted this review. Thank you...

I had placed an order for an order for a death by chocolate and churros for 2 at 7.50. at 9.45 finally I've my complete order. At first when I ordered directly through the san churros website, they missed my death by chocolate. So when I contacted them they asked me to place an order for an item so that they can send the left one. But again the min order in website was $15 so I had to call and ask her again if it's ok if I place the order through Uber eats. So I placed an order for a cappuccino so that the remaining cake and hot chocolate can be sent along. Again I had to call her and let her know that I'll have a different order than 2 cakes. I told her I'll take a hot chocolate instead of another cake. Now finally when the Uber eats order arrives the coffee that I placed was missed again. So when I called the team again so thought I wanted hot chocolate instead of coffee. So now she suggests I tell Uber eats that my order has missing items and get refund for it. Now please tell me do I have to go through so much for a churros? The whole purpose of online order and added delivery fee is to reduce the time involved and I ended up spending 2 hours and endless calls when I had plans with my friends. If you have a busy Sunday something should be done so that this doesn't happen to anyone again. This kind of behaviour cannot be tolerated. No one has the time to go through so much and the added stress. I hope you...