Bunya Nut Cafe — Restaurant in Queensland

If I could rate this 0 stars I would. The customer service was the main shocker. Went in and noticed on the menu board that there was an option to order leg and thigh pieces, asked the person serving me if it would be okay for me to have leg and thigh pieces as I have autism and have sensory issues with dryer pieces and excess bones, I was told that would be fine and thanked him for this, waited about 15 minutes and was given a wing, a rib and a drum. I came back and advised I was told I’d get leg and thigh pieces, the staff member apologised and told me if I wanted those specific pieces it would be another 15 minute wait, I said this was completely fine and I would be happy to come back. Came back 20 minutes later and the food was still not ready for another 15 minutes so I had been waiting for my food for about 45 minutes at this point, finally get it and the EXACT SAME PIECES are still in the box! I take it back a second time and enquire why I was told to wait to just get the same pieces anyway… this is when the owner (who was cooking in an oodie mind you) yelled across the store “WHATS WRONG WITH IT NOW?!” and two other staff members came up and raised their voices at me, refused to give me what I asked for and then when I asked for my money back due to not being able to eat what I was given, they completely refused to give me a refund. It was then the owner took my food back, threw and extra piece in the box and pushed it aggressively across the counter at me and yelled “OKAY BYE” in my face. I am absolutely appalled at this service, to not give specific pieces is one thing I would be happy enough to order something else if it wasn’t on the menu that I was able to order these specific pieces and I wasn’t told I could get them when ordering (when ordering I advised if I am unable to get these pieces I would just change my order to just chips), however the way I was treated for simply asking why I was not given what I was told I would be given is absolutely disgusting. I would also like to mention that while this was happening there were another one or two customers in the store who looked just as appalled as I was as by their lack of customer service skills. I will be taking this matter to the ACCC.

Edit: I called the store to discuss the way I have been treated as I did not ask for fresh pieces at all I only asked for legs and thighs and was told I could wait for them. The menu board has an option to buy leg pieces and thigh pieces which is actually what made me ask the staff member if I could have these pieces. I would like to note that I recorded the phone call for complaint purposes, once the owner knew that the call was being recorded she spoke much more respectfully than in person, she advised she did not know about my sensory issues and apologised for this and told me if we “if we could’ve had a better chat over the counter she could’ve known” however, this is what I was trying to achieve by returning my food and I was verbally abused by the owner herself who refused to refund me. I over the counter was calm and simply confused why I was told I could wait for the pieces only to not get them. The situation was escalated by the owners sense of defensiveness when questioning why you weren’t given what you paid for and her lack of respect for the people who continually support her business. I advised the owner over the phone that my issue wasn’t the pieces that I wasn’t able to have, if I was told about set combos that would’ve been fine and I would’ve ordered something else, however I spent nearly an hour waiting for something I didn’t get and I was verbally abused by staff. The extra piece I was provided was also one of the pieces I expressed I couldn’t eat due to my sensory issues, none of the food got eaten and was wasted, the money spent on the food was wasted and my time wasted. I advised the owner I would be taking this complaint to ACCC and CFC as it is illegal to refuse a refund when you have not provided the product promised and she hung up in my ear. Appalling. No...

Decided we would like to take a seat and have some lunch. Had heard a few good things. After ordering a wrap, small chips & 1 prawn cutlet...no drinks, we took a seat out the back area. Sitting down, I noticed the two gentlemen at the table nearest us had finished their meals and coffees and were just chatting. All good. Minutes past...and more minutes..and more and more before 37minutes later our food arrived. Yes it was lovely and the service was friendly but there were no more than 8 people dining. And some people had just ordered or had already eaten. We finished our meals in 20 mins and during that time 4 people left and their plates etc were still sitting on the tables. I saw three staff people come in and out of the area and not once did they take away these finished items. This may not be a problem for some...all good. But if I had of done this when I was in hospitality I would have been reprimanded straight away. Sadly some people are not given the proper training and go through their working life not really knowing anything about customer service and how important it really is...

Seemed like a good lil place to stop on the way through to Bunya mountains. Decided to just grab a sandwich and a wrap to make it a short stop. 30 minutes later the wrap is finally being moved from the fridge to the toaster, I'm not sure why that took so long with 8 staff chilling around. Here's my exciting sandwich while I wait a strangely extended amount of time. Every ten minutes longer this takes my review drops a star.

On a rather sad note also, that may have been the most depressing cafe I've ever entered. Not a smile on sight by staff or patrons.

Edit : Sandwich pictured above was lower quality than a 711. Highly recommend trying the bakery across the st instead! Good food and service, there's a bin in front you can drop your food from the Bunya Cafe in before making better...