Schnitz Epping — Restaurant in Melbourne

Ring through at 6.38pm and place my custom, takeaway order. I was close by so arrived and waited patiently. I watched them make my order, wrap it and hand it to the server. After another few minutes, my name was called and I picked it up from the counter. Walked back to my car and as I put the bag down, realised all of my order wasn't there. Trudged through the carpark almost getting mowed down by a ding bat driver and politely tell Schnitz staff that they've missed part of my order. Response was "You took the wrong one" at which I looked surprised but before I could say anything, a different staff member said "she gave you the wrong one" - better. They hand me the other order already bagged and try to give the one they've just taken off me to the"correct" customer, who, quite rightly, refused to take it and wanted a fresh one. I drive home and settle in for a yummy dinner only to find they gave me the wrong order. Something I can't eat due to dietary issues (why I have to custom order). So disappointed but think that other customer was lucky they refused or they would have got my order. Try to ring the store at 7pm and figure, the least they can do is home deliver the right order now but, phone is obviously off the hook as it is constantly engaged as has been for 40+ minutes. My advice - eat in, food is nice but don't order take away unless you don't take your eyes off it.

Oh, and I'll be returning it tomorrow and better get a refund!

UPDATE: I did rate it one star initially but I've reviewed my opinion after returning to the store yesterday.

I walked in and explained what happened and the staff were very apologetic. As it was around lunch time, they offered to make a whole new meal as a resolution and I accepted. Everyone makes mistakes but it's the way you deal with those mistakes that shows your true measure and I'm extremely happy with the fantastic...

I have only given 1 star because I have to, but 1 star is way to much for this restaurant. I went in last night as I am a regular at schnitz restaurants but not this particular one. The restaurant is absolutely filthy, the floors were so dirty that the shoes were sticking to them. After ordering our food and sitting down we were served tiny burnt parmagiana's and cold chips. Just after I started eating I saw something run across our table, the restaurant has cockroaches. After seeing this we went and told staff and they did nothing about it we left without eating our food and was refused a refund. The staff were extremely rude from the moment we walked in, they saw that we didn't eat out food and still refused to refund us. I have tried contacting the store today but the phone is disconnected. After this experience I dont know of it will ever return to schnitz after being a regular since they opened... After months of isolation you would think that the restaurant would be clean, but it is disgusting.. will never return to this restaurant again, AVOID THIS PLACE IF YOU CARE ABOUT...

Worst and most unprofessional customer service I've ever seen. We ordered online via the Schnitz own website (selected epping plaza restaurant) and the order went through, and the delivery arrived via doordash. Upon receiving it we realised it was someone else's order. We called the store to report this and the manager was so rude and completely clueless as to how there own online system works (or that they even have one)! We had to explain to the manager how their website's online ordering work- it was unbelievable. She was putting the blame on us, and asking why we didn't take the contact details of the driver! Didn't apologise to their mistake, and she refused to refund over phone and I guess didn't know how to do it via the online system, so we had to drive to the store for the refund- it was around 60/-. They also didn't refund the delivery fee but lets say that's fine. Never ever ordering from this epping outlet or going to eat in, it completely...