Heritage Bakery — Restaurant in Milton

This is a review of two different businesses in Milton, namely Heritage Bakery and Breezy Brae Cottage. We have just left the cottage after spending the last three days. It was utterly amazing. Kelly and her family were great. Her little two boys hosted my two boys and they became friends in no time. The cottage was spotless and the view was breathtaking. We have visited several countries and few continents but this is the first time my family says we wanna go back. This is the happy beginning of our holiday, now to the non-happy ending. The Heritage Bakery, in points:

1. Very busy bakery with yummy looking pies
2. Took me 25 min to order a small coffee, but this is NOT the problem.
3. Frustratingly untrained and consequently disorganised, rude and unapologetic staff. The below conversation took place after I had patiently waited for 15-20 minutes. Me: Can someone take orders from this line? Young lady: Yes they can Me: (blaming my exotic accent) Can someone take orders from this line? Young lady: Yes they can but we are busy.

I was too shocked to answer back. THEN she went and started a 3rd line at a 3rd cashier. The gentleman in front of me LEFT saying I will go somewhere else. I couldn't NOT to shout. She didn't care and another male staff member was as rude and as unprofessional. After few minutes she kindly took my order.

Advice to the owner I have never seen: Teach your staff NOT to run three cashiers if they dont have three people to serve those cashiers, IPADs do NOT serve people, people do.

Message to Kelly: Your Breezy Brae Cottage is light years ahead from this bakery. Keep up the good work.

An hour later: After reading the reviews. There are several complaints about the service, one at the same time like mine. Message to the owner I have never seen: Address the service complaints, please train your staff how to "smile" and how to run...

I was in the car pet sitting while my partner went in to get coffee, as this was about the halfway point on our 5 hour drive. Gave my partner cash to pay for the coffee so she didn't need to use my card, turns out they don't accept cash, only eftpos, so she had to transfer funds between accounts to pay for coffee, which she was essentially forced to paywave and not use savings account. About 20 minutes pass and i get a message from my partner that the 1 person making coffee is overrun from the 4 people constantly taking orders and they are having issues with orders not printing out.. so by the time our 2 coffees (1 flat white and 1 soy cap) are made, 40 minutes had passed since my partner paid for the coffee. 40 minutes! Then when they barrister sincerely apologised for the wait and offered a free load of bread, when my partner asked the cashier for the loaf he tried refusing her because she didn't pay for it (the same guy that served her 40 minutes beforehand) and my partner had to get the coffee maker to explain it to the cashier. This place has gone nothing but downhill in service and food qualify since changing from rainbow pie shop to heritage bakery. Extremely disappointed in the lack of teamwork that my partner saw over this 40 minute time frame. Hats off to the barrister though for constantly apologising and offering us something for the delay. Was a great cup of coffee, but the other 4 people could've helped, maybe even the employee that i saw walking around the carpark picking up rubbish during this time frame, who i saw pick up 5 little...

Honest thoughts. There is no line structure when ordering, no one knows who’s next and it’s chaos. Nothing in the glass window is labelled, with either price or ingredients. It takes twice as long to order because of this. The wraps are quite dry and bland. Cheese, bacon, chicken, and leaves with a small amount of mayo. It seemed like a coles Caesar salad tipped into a wrap. $13.50 for a bottle of water and a wrap, I was expecting much more. The large family quiches are just bacon bits, hardly any other flavours or ingredients. The chicken toasties are nice, could have more but are nice compared. The Chai latte was pleasantly surprising, milk options were not offered however it was well made and enjoyable. Chai lattes are either trash or good and this one was great. The ambience is uncomfortable, almost morgue like with the wood, low lighting, and attitudes. There are no colours or pleasant decorations. Lots of shouting and people moving around. Lots of dropped drinks and wrong orders. I watched a baker throw out perfectly good, fresh sausage rolls and i felt disappointed knowing they waste food so easily. Doors were opening and closing, it’s difficult to wait for orders. The staff were very stressed (understandably) but still managed to be polite and respectful. Hats off to you. In a better working space, the staff would flourish. It needs some work and has so much potential. I can’t wait to see these flaws fixed and being the best it can be. Good Luck...