Fruits N Rootz — Restaurant in Queensland

my girlfriend and I visited this store the day before it opened not realising, we were actually excited to try some fresh juice as it seems as though it would be quite delicious, which i’m sure it is. however, my 1 star review is a reflection of the poor customer service my friends and i received. I work for a hotel and i understand the impact of negative reviews as we lose many hours of work due to guests choosing to stay elsewhere as a result. i also used to work for a small business and had we received negative reviews we definitely would have suffered the consequences. this is why I do not leave this negative review lightly. the level of immaturity we have witnessed baffles me. all the owners of this business had to do was apologise sincerely and we likely would have put this issue to rest. my friend suffered a severe allergic reaction, and while it is her responsibility to take control of her dietary requirements, she knows that she is able to eat foods that “may contain traces” of nuts. however there was no label on her food showing that there was definitely nuts used in the mayo (as it was pesto mayo). after asking a staff member, they informed her there was actually none, but then upon checking she realised that pesto was used. the easiest thing to do in that situation as someone who has worked for a small business was to apologise sincerely and ask what you could do to help solve this issue. instead, these staff members have made my friend feel guilty for not asking straight up about her allergies as they are a small business and could lose money as a result of her “slanderous comments” and have direct messaged her basically having a go like an immature school girl.

again, i don’t leave this review lightly. I believe you may have changed the sign now which is the first positive thing you have done that we initially asked for. Fruitz and Rootz, you cannot write this review off as slander as none of this is fabricated and is the truth. i am sorry that it is your small business coming under fire here, but this is our story and until we receive a sincere apology, no “ifs or buts” this is how we feel.

Thankyou for taking the time...

This is the first bad review I have ever written but I have to say, I am quite appalled by what just happened. I asked the guy behind the bar whether there are any nuts, other than coconut, in the acai bowl and the reply I got was „no“. Then he asked me to go order at the till. So I ordered at the till and didn’t ask about the nuts a second time, which one could argue that I should have, but I did ask once and usually that’s enough. I ate the bowl and as soon as I got to the granola I became alert bc I am aware that granola usually contains nuts. I ended up finding nuts in there so I went back to the store. I asked the girl behind the till whether there are nuts in the granola and her reply was “there can be” which, to me this is a weird reply as well- there either are or there aren’t. I then explained that I have an allergy and told her exactly what i just wrote here. She became rude quite quickly, telling me that I should have said something, even though I told her that I did. AFTER not believing me that I had asked about nuts, she asked the guy who I had spoken to whether I had asked him about nuts. He didn‘t understand properly what she had said so I repeated it and he still didn‘t get it. After the third explanation he said that he never said this. I recon he didn‘t understand me the very first time around either. A misunderstanding like that can be fatal but I am not here to complain about him not understanding but still replying (which is extremely stupid when you work in customer service but I can see past this). The thing that got me was the reaction I got after coming back to the store. The girl behind the till blamed me for not making it clear that i have an allergy and told me „there is nuts everywhere in here“ as if i were stupid. I am very well aware of my allergy and places that use a lot of nuts, this is why I asked about said nuts. I also don’t appreciate when people don’t believe what they are told, just bc they are being accused. This situation should have been handled with respect and kindness. Next time something like this happens, maybe offer a refund and apologise, even if it‘s one word...

For a small business opening it’s doors in a small town, I am sadly, completely disappointed. I would like to firstly state that not only is the food completely underwhelming and overpriced, the customer service is despicable. I have had multiple encounters with staff who are nasty and unpleasant to converse with. Secondly and most importantly, a friend of mine, after purchasing and eating one of your products had a severe anaphylactic reaction which saw her in hospital for a prolonged amount of time. The item that she had consumed mentioned no traces of nuts, and after calling to confirm this, the phone responder again confirmed this. However after pushing for a response, the ‘chicken, avocado and mayo sandwich’ turned out to have pesto in it which was stated nowhere. This situation could have been handled with compassion and understanding, however there was no apology given, nor a solution, and the blame was placed on the customer. Although I could continue on explaining the malicious and disrespectful responses that have been received from this business including victim blaming, gaslighting and bullying, I digress. I truly feel for anyone who has, or may have an interaction similar to one I have, or some of my friends and family also have had with this business. Unfortunately, word travels quickly in a small town and your lack of care, will show in time with your lack of sales. In the future, I hope that you will learn from your...