Zuppa — Restaurant in Melbourne

Preorders Beware!

My friend and I order ahead for pickup with Uber Eats, as we only have a short period of time for lunch and Zuppa run out of certain items. (Please note that the website only offers ordering through Uber Eats.) Previously I have ordered and not had problems. However, today was not one of those days.

Our problems began, with entering and asking after our order (not to mention Mr. Rude “Important” Business Man With Airpods In, cutting in front of us in line) and being met with one of the staff who after a brief look around told us to ‘just wait one second’.

Let me announce to you, dearest readers, it was not one second. It was in fact several minutes, and furthermore it would have been longer had we not actually approached again.

We get to crux of the issue, when the staff member returned, after another brief look - this time into a brown paper UberEats bag - and then a quick chat with (who we can only assume to be) her manager.

“We don’t have the cheese sandwich,” said the staff member, staring blankly at my friend.

(It was at this point, dearest reader, we recalled back when we had entered - seeing two of these cheese sandwiches in the display cabinet. ‘Good thing we ordered ahead,’ my friend remarked, not knowing just how her words had foreshadowed our tumultuous visit.)

After waiting for a moment for an offered solution for this problem, my friend said, “Ok - could I get a refund for that item?” “We can give you a different sandwich,” the server replied. “No thank you, that’s the only vegetarian option,” said my vegetarian friend. “We can’t refund because you ordered online.” Silence reigned for a moment - and it is here I make note that this whole exchange was littered with moments as empty as our order.

“Ok - what do I do,” my friend ventured. The staff member made the vast trek across the store, through the hoard of hungry business people on tight lunch breaks, to speak with the person*. (*The person we assumed to be the manager.)

Returning again from this long trek, the person* said: “We can try and make another one.”

Placated, we resumed our wait, taking up space awkwardly amongst the crowd of others loitering in the space between the queue and the condiments. The metaphorical tick of the clock ever present in our minds as we waited - and then it occurred to me: what about my half of the order? Was it ready? Was it also out of stock?

Prompting my friend, she approached again (waiting for a break in the queue). My heart leapt - the server returned with a bag and passed it over! My lunch secured, and spirits lifted, I waited with my friend.

As we approached the end of the allotted lunch time, I had a thought to check my order just in case. I opened my bag to see - my order, fantastic! And so I placed my hand upon it, considering satiating my stomach with a quick bite perhaps. Yet my heart dropped to my stomach instead.

My order was cold.

To a point where, upon looking at the case where the sandwiches were kept, one could imagine it being placed in the bag and never reaching the promised land that was whatever heating implement would be used to heat it.

I looked at the time. I considered, for a minute, waiting for the queue to abate, and approaching the front counter, saying - “I’m sorry, it seems that my order didn’t get heated,” pausing for an awkward laugh and smile “could you please heat it for me?”

I looked at the time again. In my periphery I saw my friend receive her replacement sandwich.

I left the store with my cold food. Annoyed? Yes. Sad? Most definitely.

However, what was worse than the not-great customer service (I know they were busy), or my cold food (that I didn’t eat as I had no time to heat it), was knowing I couldn’t return to this store in my work lunch time again.

Zuppa has great food, and good prices. Legit, tasty stuff.

Yet how could I place my trust in ordering in advance again?

Fool me once, shame on me....

I wanted a coffee and I called into Zuppa.

The service was indifferent from the waitress who looked quite bored.

Anyway my strong skinny latte was alright, a bit bitter but alright. The ham and cheese bagel I ordered was ok too, filling and I liked the sesame seeds lol.

Overall this place is handy if your in a hurry I guess.

April 2019 It was breakfast time and I was looking for a coffee when I saw this place. They have a good selection of food for breakfast so I found myself unintentionally ordering something to eat.

The service from the man was ok, but disappointing to see him serve someone else with their food, after the other person was served some time after me!

I got the impression that regulars get favourable treatment.

On a happier note my strong skinny latte tasted alright, which was a pleasant surprise.

Food wise I ordered a bagel w sesame seeds, cheese and ham. I haven’t been a big fan of bagels but I may have been converted. This bagel was toasted and it was really good.

Other than the service this is a...

Will add my pinch of salt - I was quite eager to try the place (and I told the staff about it) but the pumpkin soup that I got turned out to be way too salty. No problem, that happens. Came back on another day, told the staff about it, they acknowledged that it was quite salty, but "okay to be served".

I'd rather prefer a replacement of the order, especially given that the staff recognised it's not their usual standard. But, they decided to stick to their original decision, probably to preserve the purchase. Fair decision, understandable. It's also fair that as a result they didn't preserve a customer, because I don't personally approve of places where a purchase is valued more than a customer (especially them knowing that I did and was willing to come back again) and, therefore, won't come back again. Fair decision, fair response, both sides gained and...