Zambrero Rockingham — Restaurant in Rockingham

I would like to bring to your attention an issue I experienced tonight at Zambrero Rockingham.

I visited the store to pick up an Uber Eats delivery order. After entering, I placed my delivery bag on a table and went to use the restroom. On the restroom door, there was a notice stating:

“Due to ongoing damage to our bathrooms, we only allow access to our customers.”

Understanding this, I politely approached the staff and asked if they could kindly unlock the restroom for me. Unfortunately, my request was refused. When I asked for the reason, the duty manager came forward and said that since I was not a paying customer, I was not entitled to use the facilities.

I respectfully explained that, as an Uber Eats delivery partner, I am helping to serve Zambrero’s customers by picking up and delivering their food. In this role, I am an essential part of your service chain, and I believe delivery drivers should be treated with the same level of courtesy as in-store customers. However, the duty manager responded:

“I understand your concern, but unless you buy something from the store, I cannot allow you to use the restroom.”

With all due respect, this reasoning is not logical. If a regular customer buys something and damages the restroom, you wouldn’t have their personal information. On the other hand, as a delivery driver, my details are already in your system through the order, so there is accountability.

I asked for the names of the duty manager and store manager so I could escalate this issue properly, and then I left the store.

Please understand, I’m not raising this matter just for myself, but on behalf of all delivery drivers who work hard to support your business. We deserve basic respect and access to facilities while doing our jobs. In my own role working in retail as a tech professional, I always go above and beyond to help customers—even when it’s not about making a sale. Good customer service should be about helping people, not just enforcing rules.

Managers are meant to manage people, not just policies. Situations like this call for empathy and practical decision-making.

I will be escalating this matter to Uber Eats customer support and higher management at Zambrero, as I believe it is important to bring attention to this issue. My goal is to ensure that delivery drivers are treated fairly and are allowed basic access to restrooms when picking up orders. It’s a small act of kindness that can make a big difference in someone’s day.

At the end of the day, we are also your customers, and above all,...

Went to your store on 27.02.22 at lunchtime. There was a tall, solid built, light haired guy serving customers. Have to say, this guy needs a little bit of an attitude adjustment. Witnessed how absolutely disgustingly he treated another customer in your store. Totally unnecessary rudeness and very aggressive in his tone. The other customer was polite, there was absolutely no reason for your staff member to be so rude. I walked out and went elsewhere. Won't tolerate staff in any store treating a customer so poorly, especially for NO REASON. My advice to this business owner, get this guy off your front of service if you care about your business because at the moment, he is costing you business. I am sure the other guy won't return for the same treatment, just as I was happy to take my business elsewhere. I see the owner responds to poor feedback asking for an email to be sent. Owner, I wont be sending an email as all the information is clearly in this review so you will be able to look at your roster and work out who your...

Hello! I in no way have anything bad to say about the food or workers, however today I popped into the unisex toilet with my daughter in the rockingham branch and once we finished using the facilities, I could not get the lock on the door to open, it's definitely a little broken and worn as it would spin around and around, and the toilet itself is far from the main area, me and my daughter were stuck for about 5 minutes and I left my phone in the car with my husband so I had no way of contacting anyone, and no one would of heard me if I yelled and banged on the door unless someone was waiting to use the toilet also. Please get the locked fixed, wouldn't want anyone getting stuck in there let alone a child or anyone...