San Churro Rockingham — Restaurant in Rockingham

Bad food, unhygienic eating atmosphere and lack of support from staff‼️

This review is my last hope at getting support from San Churro Rockingham.

I went here at about 2pm on 24th May 2025. I ordered ham and cheese toastie through their table QR code ordering system. It was about $9.50. I waited over 35minutes (other people at my table waiter over 30 minutes for a coffee). Before it arrived I asked a worker what was happening and she said that when we came in it was a 30 minute wait for any food. She said I did not know this because I ordered online. Had I known this I probably wouldn’t have ordered. From the time we got there to the time my food came there were dirty dishes sitting on the table next to me. My group and I had to start getting dishes off our table before a staff member came to remove them. Gross.

My toastie arrived and it was stale on parts of the crust and sandwich itself. I ate as much as I could before joining a lengthy line at the counter and explaining I was not satisfied with the product, especially since I waited over half an hour for it to be partially stale (although I did not say this I make better ones at home).

I asked for a refund and the worker agreed this was an appropriate solution. Without explanation she took it and I saw her take a photo of my food with her phone. When I used my card it kept saying there was an error (I was using it correctly and it is in date). After 5+ tries and her messaging a manager on her phone it still did not work. I was left having to ask for another solution- none was offered to me. I asked if I could have the amount in cash seeing as I had the email confirmation of my order. She said that was not allowed.

There was a lovely mum behind me in a growing line who helped me. The woman suggested I give them my contact details. I wrote down my ordering email, preferred email and I think phone number and said I expected to have contact made to find a resolution.

I called that night to explain the situation and I requested to speak to a manager who said they would have the night manager look into it and contact me.

This was 4 WEEKS ago. I have heard nothing. Not an email, missed phone call or voicemail. Nothing. I get it is only $9.50 but it is the principle. I feel like this has been put in the ‘top hard’ box. Their website states that they would “love to hear from you”. I had good experiences with positive and constructive feedback in the past but this time they definitely did not want to hear from me. They ignored me. Their website also says “We want everyone to feel welcome and to leave with a fun, vibrant memorable experience”. This experience was memorable for all the wrong reasons.

EDIT- I have now been refunded after I sent the store feedback with the above written. I have not yet been emailed an apology or anything- just a notification...

Ok so it was my birthday and we'd been to the movies and then Nandos afterwards for dinner which were both great so we decided to finish off the night by getting something for dessert and take it home to eat while we watched Netfix. Perfect way to finish off the night. We got into the place at 7.45 and there were quite a few people in there so we spent some time choosing what we wanted then got into the line. We'd read some of the reviews online so we were expecting good things. I ordered the new york cheesecake and 2 raspberry macarons. My son ordered the san curro chocolate cake with salted caramel filling. My daughter ordered a chocolate covered strawberry plus one serve of churros with caramel sauce which in total cost us about $37.00. So here was the result. I must say by the way that I do a lot of cooking and baking so I have pretty high standards but what we ended up with was of very poor quality. Certainly not worthy of the 5 star reviews. The macarons were very sugary and there was no distinctive "bite" or "chew" to them. Just very crisp more like meringue which is not how a good macaron is supposed to taste. The ones at Maccas are way better. The cheesecake had a nice flavour with a hint of lemon but it was 90% filling and 10% base. The base was soft more like cake than crumb. Could barely notice it was there. The filling was very dry. It was like eating full fat cream cheese straight out of the packet after it had just come out of the fridge. Stodgy and gluggy. The whipped cream with it was so over beaten it was close to being butter. The chocolate cake my son ordered was just plain weird. The caramel filling had some sort of liquour in it which gave the filling a bizarre flavour. He ate the cake around it but just left all the filling on the plate. My daughters' strawberry was nice. Very fresh and sweet but she said the chocolate was so bitter it ruined the flavour of the strawberry. Now for the churros. When we got back to the car we took a bite and they were undercooked and very bland with virtually no cinnamon sugar on them. So we went home, made up some cinnamon sugar, heated some oil on the stove and popped them in. They came out great. They way they should have been in the first place if the staff had bothered to cook them properly in the first place. When you call your resturant San Churro you expect to get good churros. These definately were not that. The ones at Dominos are better. All up extremely dissapointing and kind of ruined what had up till then been a great birthday. A resturant like this needs to employ a properly trained pastry chef not just have everything they serve made up in a generic commercial style bakery (such as Cheesecake Shop). Won't...

I have always given deaf ears to concur with people who claimed dissatisfactions with San Churros Rockingham as such horrible place with customer service. I have horrible experience last night with a lady called Shoela/Chloe however she pronounced it.

Our family made an order online to be pick up at 8:35pm. I drove to Churros at 8:27pm & presented that I am here to pick up an order by this name (withheld), the same lady went around and round searching for order receipt and negatively came back to asked me, are you sure you have ordered? I implied yes. What have you ordered? Do you have screenshots of order? Yes, shown her in my phone. I asked, why is your system not showing orders that are placed on your website online here? She went around like lost lamb but came back and asked me again. What time is your order pick up? I now became agitated because, there are elements of stupidity in her customer service. I asked her, why do you keep interrogating me while you have system/website that accepts online orders & payment? I have paid all these and you are telling me I don’t have an order. Are you serious in your work? I curiously asked in dissatisfied! She aggressively yelled that if you don’t want to tell me your pick up time then I will order you now to leave the premise. I smiled inside my masked mouth and cautioned her “are you serious with this?” I kept it low as I am very mindful and respect other customers around. I took out my phone and showed up my phone screen with screenshot of pick up time. She looked it up and came back with her little angered face, that your pick up time is 8:35pm, you came early, she rudely concluded. I was embarrassed and emotionally dragged in presence of staff and wider sitting customers by this angered shouting lady. I was completely treated like beggar. This is insane.

In simplicity, poor customer service behaviours should never be tolerated anywhere. Staff explained things .they never blindly imposed their work frustration attitudes on customers. This is absurd and delusional. Never ever again shall I take my family there for retreat.

Good luck with...