San Churro Werribee — Restaurant in Melbourne

Went into the place wanting some churros, the girl who was taking our order didn’t want to be serving clearly. As she made no effort to look at us or greet us. Took our order looking around in the kitchen instead of listening to us. I specifically asked for icing sugar and no cinnamon sugar. They brought it out with cinnamon sugar and I sent it back. They brought the same churros back with icing sugar on top of the cinnamon sugar. I sent it back as I didn’t order both. Whist waiting, we got our other orders. And when the churros came out, they brought out the same old churros they served me with both the sugars. They were just waiting for a couple minutes to serve us the same thing again. I sent it back again. Not happy about this service. Don’t even know if it is called service. Looking around the room they were getting everyone’s orders wrong. Staff need to be taught to give our table numbers just once and not to multiple customers. As we were having girls come up with other peoples orders with the same table number.

We did however have a lovely young girl come upto us to ask if we gotten our order but I told her I had to sent it back due to them bringing the same one back. I told her I want my money back money back if the order isn’t right...

Heyy, so normally the staff are really good here! And most were! But the girl that serves us had a really bad vibe. My friend changed her mind part way through the order and this girl looked at her like “Are you serious” which I was like bit awkward. Anyway, our food came out and we were waiting on the two Spanish hot chocolates we ordered, kept waiting and waiting, until I was like oops, maybe the missed it? I’ll go check. So I went in and asked a different girl to the one that served us first. Super lovely! She said that the drink weren’t on the order. So I was like “oh! That’s no problem, can I just order them now then?” And she was super sweet and said, “ that’s fine I’ll just make them, what table were you at?” So I gave her our table and wondered back over. Uhm. We waited for another hour and no one came out with the drinks? Like, I’m not too mad because I didn’t pay for it in the end. But I was going to pay? Because I wanted the drinks that the first girl missed. Very awkward, we kinda just left without saying anything. Not the best experience. Like, at least tell us you weren’t going to bring them out? I would have happily come up and paid like I wanted...

Extremely disappointed to be updating my review from outstanding to appalling.

Here’s what happened:

The first staff member took over 10 minutes to process a simple order for three people. She became confused and, in the process, removed the lava cake from our order. We had clearly requested two regular milk hot chocolates one with lactose-free milk and the other with full cream, but she entered one as a Spanish hot chocolate instead.

When our order arrived, I asked which hot chocolate was lactose-free. The second staff member simply pointed and said, “This one’s white, this one’s milk, and this one’s Spanish.” Not only did we never order a Spanish hot chocolate, but she also failed to clarify which—if any—was lactose-free.

I politely explained the issue, and the manager came over. Rather than acknowledging the mistake, he laughed in our faces and said, “Well, this is what’s on the receipt,” but added that we could order another hot chocolate if we wanted.

So we ended up with four hot chocolates—one we didn’t want at all—and no lava cake, as we had to leave due to the time wasted.

To be fair, the food we did receive was nice. But the service? Absolutely...