The Pancake Parlour Malvern East — Restaurant in Melbourne

We used to love pancake parlour. We made it a tradition to celebrate our birthdays at pancake parlour so it was a really important place. But we are so disappointed with the service that we recieved from the Malvern Pancake Parlour.

Before we ordered our food, we noticed that the table we were given was still dirty so we asked the server if he would be able to give it a wipe. He agreed and apologized for the table but we just laughed it off because we've worked in retail and restaurant jobs too, so we know how busy things can be. We ordered our food and when it came, this is where things went wrong. While we were eating, one of my sisters noticed a worm wriggling on the table near the food. This was extremely disgusting and immediately notified the staff. However, oddly enough, the staff was nonchalant about the entire situation as if it was a common occurrence. They asked if we wanted to change our tables, but we didn't want to continue eating the food.

The supervisor (a man wearing glasses) came to the table and asked us, "Now where did the worm come from?". Firstly, even asking the customers that kind of question is just horrible service in itself. We didn't want to make a commotion in front of the other customers, and so we left immediately. Before leaving, the supervisor said that he'd only take off 2 items from the bill which we hadn't touched, never mind the fact that none of us were able to finish our dishes because of the worm on our table.

The fact that we had to pay for anything was just extremely disappointing but what's even more disappointing is how the supervisor treated this situation. It was way too nonchalant. Funniest moment was that we were recording my baby sister opening her birthday card when one of us noticed the damn worm. More then welcome to share proof. Currently feeling so distraught over loosing such an amazing place we always considered quite homey. Traditions down the drain just because of how one worm was handled. The food was not discounted only the drink that we up and left from the table.

Do better pancake parlour with regards to hygiene and customer service especially since this is a family location where a lot...

Some staff need to relax and stop being so incredibly easily offended and lash out at friendly chit chat

So here is the elaboration

I went to pay and after I complimented the food, the waitress asked me if I want a receipt. She pronounced the word with a hard p. It’s a tricky and confusing English word with Latin & French origins - so I said with a smile ‘by the way, the “p” is silent’.

She immediately became combative and said “I don’t want that! I don’t need that!”. I thought she was referring to the receipt and I said “yes that’s fine. I don’t need a receipt. By the way, the p is silent in receipt - it’s pronounced re ceet”. Again, said with a smile.

She told me I was being rude. She said “I don’t need feedback. This is how I talk. You’re being very rude”. She was extremely defensive over English not being her first language.

I’ve eaten here dozens of times before, I’ve brought groups of 20 or 30 here, I’ve brought dates here. This was a date. My companion speaks very limited English who I was on a date with, and he thought she was completely overreacting. Now, I don’t feel I’ll ever come back.

I’ve told lots of service staff the same thing, and they’ve always been really curious and interested and thankful, because English is a strange, but wonderful, non-phonetic language.

I have found this waitress hard to communicate with in the past with not being able to make myself understood, which I’ve not held any kind of grudge about, but I think she’s defensive around the fact. For example, I had my dining companion with me that day. I said we were going to share a pancake and asked for a spare plate, as I don’t want to eat off the same plate. She needed me clarify this with her, twice. She asked if I wanted half the pancake on one plate and half on the other, and I said “no, just a spare empty plate”, which took explaining a couple of times.

I don’t know whether it’s that, which made her so defensive...

The menu offered an impressive variety of pancakes, and I was pleasantly surprised by the options available. I visited this place with my husband a few nights ago for dinner and they exceeded my expectations in every way.

The service was exceptional. Bharath took our order and was friendly, attentive, and genuinely seemed to enjoy his work. He was knowledgeable about the menu and offered helpful recommendations and exhibited a perfect balance between professionalism and friendliness, making the decision-making process much easier. What truly stood out was his impeccable timing and attention to detail. He skilfully anticipated our needs without being intrusive, ensuring that we received fresh glasses and cutlery with each course was delivered. This level of attentiveness added a sense of luxury to our meal, making us feel like valued guests. Kudos to Bharath for making our evening truly memorable!

I first ordered the Mexican chicken crepes as an entrée and was really happy with how it tasted. For my main dish, I ordered the Fresh Strawberries dish, and they were nothing short of heavenly. The pancakes were perfectly cooked, fluffy on the inside, and had a delightful crispiness on the edges. The generous amount of Strawberries and the Coulis added a burst of flavour with every bite. My husband ordered the Chocolate-Chip pancakes and the presentation was a feast for the eyes. The chocolate fudge was generously drizzled over the pancakes and was was rich, velvety, and had just the right amount of sweetness, complementing the chocolate chips without overpowering the palate.

The ambiance was cosy and family-friendly, making it an excellent choice for a casual brunch or a special celebration. I also appreciated the attention to cleanliness and hygiene. It was an absolute delight, we will be...