The Groove Train Greensborough — Restaurant in Melbourne

We usually have a good experience here, but yesterday wasn't great, or at least the service wasn't.

We came at an odd timing of around 4pm as we were coming from an event, so it really wasn't lunch or dinner time. It started well enough with whom I assume was the manager. We then proceeded to order with a young girl, and when I double checked with her if the kid's meal came with ice cream (because it didn't say on the menu but I was just there 2 weeks before with my other child and I remembered seeing it when I ordered via the app), she said no it doesn't, but we can give it to children for free. I was very puzzled by that but left it at that since the outcome was the same.

She then brought the ice cream before the food, which I declined and asked for it to be brought after the food please. She then kept coming to ask if we wanted to add more food (we ordered a kid's meal for my child and a fisherman's basket for my parents and I to nibble on and go with our drinks as it really isn't a meal time for us). We actually did take her recommendation on trying the tiramisu the first time she came asking, and I would like to give the benefit of doubt that she was trying to check on us that we are happy, but I think asking once or twice is quite enough, anything more than that makes me feel like she's being pushy or the restaurant is judging us for not ordering full meals.

We then asked if we could get more tartare sauce, which she said of course and took away our dish that still had some sauce on it, then went to the till, and disappeared to the kitchen and continued serving other customers. I then got her attention to remind her on our sauce, which she then brought to us.

When I went to pay the bill at the end, I noticed that there was a charge of $1 for the additional sauce. I was a little taken aback as at no point did she mention it, and when I gave the manager a little feedback suggesting it'll be good in future for his staff to politely mention to customers that there will be an additional charge, he said everywhere charges for extra sauce. He pointed at the ramen shop across to say over there if you ask for a box they charge too. I'm not sure how's that relevant because they do tell you there's a charge when you ask for a box. My point is it's ok to charge, but there's a way to mention it to customers politely. Besides, not everywhere charges for extra sauce like he thinks. And while we are on that topic, it seems like the girl certainly remembered to put the extra sauce on our bill right away since she went to the till after taking our sauce dish but couldn't remember to deliver it to us without our reminder. He then snarkily said ok next time when we see you we will remember to tell you.

Look, this really isn't a necessary attitude to a customer who has just paid nearly a $100 for a table of 4 who came in at a timing when it's not even busy. It's just general feedback, but what I felt from the manager wasn't one of being willing to accept it, which is a shame as the food was good as always. With it being more expensive now to eat there I'll be hesitant to dine there again with the service...

I called in to this Groovetrain on my way through doing some shopping for some morning brunch.

The atmosphere of this place was great and modern. Service was very efficient and above my expectations. I was seated straight away and served promptly.

I decided to have a cappuccino and some bacon & eggs. The coffee was made well and I really enjoyed it, enough to get a second one.

Now to the bacon and eggs. Since I try bacon & eggs each place I dine at I believe I have a good base to compare. The presentation was good, however the toast was very dry and could have done with some butter or margarine, otherwise sourdough was a good choice. The toast was also undercooked on the top side although burnt on the underside. The eggs were normal run of the mill scrambled eggs, nothing bad and presented well, possibly could have had something for more flavour. And the bacon well that was similar to the toast, undercooked in parts and burnt in other parts. Overall probably wouldn't recommend it.

In conclusion it's a great new place with lots of potential, just believe the kitchen let's tge place down a bit. But in saying that groovetrain places are generally a little under par compared to other places.

I really do hope they iron out the bugs...

I recently dined at your restaurant with a group of 12, including children. While the overall experience was pleasant, I must address a concerning incident regarding our order. We specifically requested a kids pizza for one of the children in our group, alongside other kids meals. However, when the order arrived, a full-size pizza was brought for the child instead.

Upon raising this issue with our server, instead of acknowledging the mistake, they insisted that we had not specified the pizza as a kids size. This assertion was met with disbelief from my entire table, as we all distinctly remember requesting the kids pizza. The server's refusal to accept responsibility and their arrogant attitude in dismissing our concerns was disappointing and unprofessional.

Customer satisfaction relies heavily on effective communication and understanding between staff and patrons. In this instance, the server's behavior fell short of expectations, leaving a negative impression on an otherwise enjoyable dining experience. I hope this feedback will prompt a reevaluation of your staff's approach to customer service, ensuring that similar incidents are handled with greater attentiveness and respect in the future.

We will not...