Twisted Sista Fountain Gate Upstairs — Restaurant in Melbourne

Order a cake for my mothers 60th. The week of the party we went into lockdown and had to cancel the party, spoke to the manager at the time (Lauren) she said that was fine and we would hold off on the order until the party could go ahead, in lockdown for months and living regional Victoria, I wasn't able to get back until several months later. once I returned to request a refund for the cake they informed me that Lauren had since left and they would have to let me know if they could give me a refund. I tried to show them the conversation between Lauren and I and the bank statement for the purchase but they said they had to wait for the manager, also said they would give me a call once they had an answer, didn't get a call, went back again. said they still had to talk to the manager who again wasn't in, that was in January, its now May. I still haven't had any communication about my refund. I understand it may not seem like a lot of money but in current times that cake is worth a tank of fuel. it shouldn't be made the customers issue if they have had staff leave and not communicated still standing issues. I will not be recommending twisted sister to any of my family or friends, I would not want them to go through this ridiculous run around...

If you are gluten free I would stay clear of this place, the menu is not accurate on what your options are and your options are limited. At the very least I suggest you don't order using the QR code and go up to the counter so that you know exactly what you are going to get. I ordered a brekkie burger as it had GFO and on the page you can select GF and your preferences. No where did it say half the burger would be removed cause of the GFO. So they not only charge extra for the GF bread they take off half the other ingredients. This place should not do QR ordering for dietary requirements so they specify what will be removed prior to taking your money. The coffee was okay, wouldn't say it was great by any stretch of the imagination and my sons hot chocolate was good apparently but should have ordered extra hot. When they come out to let me know half the burger would be removed, they were not willing to work with me at all to find a solution other than I pay them a fair bit more for another meal, like I mentioned the options were limited. I did end up getting a refund for the food as I ended up cancelling all food ordered. It is very disappointing in this day and age that you are made to feel so unwelcome because of your...

Took our grandchildren today. If hospitality is the art of making someone feel at home their young male waiter did it justice. Sadly the poor attitude of the manager put us off. There is a shortage of potatoes which we acknowledge, the supplies ran out after we ordered. We had ordered my granddaughter popcorn chicken and twisted chip kid meal. When the plate arrived 7 tiny popcorn chicken pieces was the dish for $12. The waiter kindly took our concerns to the manager and informed us it had been raised. 7 minutes later out came five minute popcorn chicken pieces. Taking the poor attempt to compensate for no chips the manager proceeded to tell us about the cost of the chicken. When prompted that acknowledging the dish was not as ordered, a poor attempt of an apology was made. Industry standards refer to skills, knowledge and attitude, what we were after was a genuine attempt to acknowledge the concerns and not a barrage of excuses with a ooor attitude. Quality customer service was modelled by the young man, sadly the manager’s response man’s we...