Norah Head Beach Haus (Cafe & Takeaway) — Restaurant in New South Wales

I ordered my lunch for me and my children. Which I asked for a large chips which I wouldn’t forget as the kids were extremely hungry. I waited and waited, receiving what I thought was some of my order. So after 20mins of kids asking, I went up to check where the chips were or how long they would take. After having back and forth discussions, and the staff confused and checking dockets they couldn’t find the hot chips ordered on my docket. 25 mins now. I then told her kindly I definitely ordered it, and it was a mistake on their end. Which the first girl said sorry and we can push that through. Another 5-10mins of waiting, a blonde staff member approached me with a new docket printed out showing me the chips were not on the order. Which I said yes we know this. She said if I wanted my chips I’d have to go up and pay for them and they would cook them. Her tone of voice was rude and not empathic at all. Which I then replied it wasn’t my mistake and I’ve been waiting now almost half hour. She replied it was just miscommunication and you have to pay. I then left telling her she was rude. Just wow…. So sad… I am a local. My whole family has lived here for many many years, even being one of the first houses build here in Norah head, and it’s us naming our own street. This customer service is soo poor. And it’s such a shame. Prices here all also very expensive. As a long time local we have a tight community here and I wouldn’t recommend any holiday goers here. Instead I would recommend the island cafe. They have beautiful customer service, are very local based and good value. Good luck beach Haus…… only reason to go here is convenience. But it f customer service doesn’t shape up. You will loose customers. And by word of mouth as I know many...

I've been debating posting a review but feel it right to do so. We came here with our family about a month ago for brunch. I ordered the Chia Pudding, which, as per their facebook page & the menu, is gluten free and vegan. I am highly allergic to gluten & dairy so I double checked with the owner that it was actually gluten free and dairy free and she assured me that it was. I even mentioned that I had been misinformed at other cafes so really needed to make sure this time I was told the correct information and she still insisted it was. While eating it, I began to get sick and soon realised that the pudding had oats in it which are NOT gluten free. I ended up in the bathroom vomiting and one of the kind waitresses suggested I speak to the chef. I advised the chef that I had been sick because the pudding had oats in it. The chef was incredibly rude and argued with me that oats are gluten free. He did not apologise or acknowledge that, as someone who is allergic to gluten, I would know that oats are not gluten free. Fortunately one of the waitresses overheard the conversation and felt terrible so offered me a refund and a bottle of water. Honestly, I won't be back. I understand mistakes happen but for the chef to be as rude as he was and for the owner to be completely ignorant of allergies, it's inexcusable. I think it only right to post this so others with allergies are aware when ordering...

Went here a few weeks ago. People waited outside for seating but staff rarely came out to check. Eventually we were seated at a table and the waitress walked off without a word. We waited for 20 mins, no menu or service. I went inside to ask and was told to order from the menu which was on the window. ok. went back inside to order then was told to order at the kiosk outside. Waited at the kiosk, same staff asked me if i'd ordered, said no then she came and took my order. (?)

One would think that the person who seated us would have just said "the menu is on the window at the front and order at the kiosk". We saw her seat 3 other tables also without saying a word.

The food arrived and the chicken burger was dry and bland and the chips cold. The vegan creation had a rubbery flatbread and very ordinary toppings. There were enough floor staff for one per table yet they just huddled inside mostly charting to each other, same behind the counter.

we went here 2 years before and the experience ws completely different, so i'm not sure if the business has changed hands or just that the service and food has gone...