Oliver Brown — Restaurant in Newcastle-Maitland

Unfortunately, I didn't have the best experience at the Green Hills Oliver Brown. Which was quite disheartening considering I have had lovely experiences at other locations.

My partner and I went earlier this week, while running a few errands and I decided to grab something to eat. When I entered the store it was quiet with only a few customers, a mother and her kids as well as another lady waiting for her order. I was greeted almost dismissively but it was early and I understand not everyone is super enthusiastic in the mornings. Before ordering I checked to see if they did gluten free bread for toasties as I am celiac, they did, which was awesome as it was all I wanted. Super keen I placed an order for my gluten free ham, cheese and tomato toastie to go.

The wait time (20ish minutes) was much longer than I had anticipated for how few customers there where and having only ordered one item. Once my order was ready I thanked them and sat out in the open food court, my toastie wasn't cut but that's no biggie. However, once I began eating I realised that the gluten free bread I was given was the heel of the loaf, crust side on the inside of the toastie. By having made it that way indicates to me that the staff member knew it was the wrong thing to do. I would have much rather be informed they didn't have enough gluten fee bread slices for my order. This felt especially rude considering that I was charged $3 extra for gluten free bread alone. I didn't return to rectify the mistake as it was becoming busier and I assume that the wait time would now be longer than before.

While my experience wasn't amazing, I hope this feedback can serve as a learning opportunity for the team. It’s a simple mistake, but being transparent about ingredients and communicating potential issues could have made a big difference. I’m still a fan of the Oliver Brown brand and hope this can help improve the experience for future customers. I’d love to see how things improve if I visit again.

In photo: Cutlery provided by another...

It’s about damn time I write this place the review it deserves…. I have been a loyal and respectful customer here for quite some time and on numerous occasions have faced poor customer service from the younger staff. I have witnessed the young weekend staff yelling at each other, demanding each other to hurry up, clean up, move out of the way etc.

Today was the final straw. I politely ordered my meal and coffee at the register with a young long blonde employee. I ordered an oat cappuccino with hazelnut which I could see she was struggling to put through. Once she asked for payment, I repeated my order back to her an could see that she had not entered it correctly. I gave her the benefit of the doubt as she repeated the order I asked for WITH OAT MILK!! When the coffee arrived at my table, I asked the nice young man if it was definitely on oat milk. He kindly went to check. The coffee in fact was not made correctly. The barista informed the young man that if I wanted my coffee made again, I would need to pay 80c for oat milk!!!!! I stated that I asked the blonde girl if she had entered oat milk and she said yes. I politely said that it’s not my mistake. He proceeded to explain that the oat milk is 80c extra. I explained again how unreasonable that is and that I didn’t have 80c cash. I told the young man that I will not be putting 80c on the card… the coffee was then remade as it should have been.

I then had to sit at the table with all staff gathered around the coffee machine looking in my direction. This was highly unprofessional and unreasonable.

I would like to thank the young man for being so professional, calm and patient as he dealt with the issue. In the other hand, the barista (a young Asian lady) needs a...

I recently visited the Oliver Brown store in Greenhills for breakfast. I ordered a fruity waffle and a cup of coffee. Unfortunately, my order was not served as expected, with only half a waffle instead of the full size I had paid for. I raised the issue with the customer service assistant, who took the plate back to correct the mistake and discussed it with their team. However, a lady from the team responded in an extremely rude and unprofessional manner, insinuating that I was lying about the portion.

The lady's demeanor was completely unacceptable, and she even went to the extent of bringing out a full-size waffle to try and prove me wrong. This behavior was disrespectful and showcased a lack of customer service skills. I decided to forego my order and request a refund. To my disbelief, she then accused me of causing a scene. This experience was disappointing, as I've been a loyal customer to this Oliver Brown location...