500 Degrees Restaurant Kogarah — Restaurant in Sydney

Hi there.

First off I am a long time customer of your restaurant and am extremely disappointed of the treatment I received on Sunday night

I have a four month old baby at home hence I put through an order via the uber eats app at 8:56pm Sunday night for 2x plates of ribs which did not specify the grams on the app but that it was a "plate of ribs" with no other option for other ribs. I put through an order for two plates. I had called the restaurant the second the order was put through (which you can see in the screenshot )

To confirm the order was 2x one kilo beef ribs to which the filo lady who answered at the front said they did not provide one kilo over the app but only 500 grams

( it would be handy if customers knew this information before placing an order to avoid issues like this In the future)

and I had no option to adjust or change the order which is completely ridiculous and unfair to the customer, she then proceeded to tell me to pay another $104 dollars for an extra kilo of ribs.

( to purchase 2x 500 grams ) which is absolutely disgusting greedy advise as the price difference was only $34.00 to get the extra kilo As I had already paid $104.00 via the app

( $69.00 for one kilo X2 =$138.00)

To which I offered to pay in-store, The staff member said she could not adjust the order on the app and that I could not pay the difference in store and I should come in store to pay for another order for 2x kilo of beef ribs - this cost me another $138 plus Sunday surcharge totalling $150 for two kilos of ribs in store to which I have the receipt for and she assured me that uber eats would refund me the $140 I already paid as that order was now cancelled.

Now uber eats is not refunding me claiming the restaurant was told to cancel the order by me while it was already prepared and cooked and was past the five minute window which is untrue as you can see the time I called the restaurant and you can check the time the order was Cancelled being less then one minute apart.

Your staff member did not help me but assured me I would get a refund , she did not state prior to cancelling I would be charged a fee and assured I would be refunded by uber eats.

It does not make sense for me to cancel and order to be charged $140 then to pay another $150 for the same thing in store ? I am going off what your staff member told me and she assured me that uber eats would refund me.

They also did not give 2x kilos of ribs but 1x kilo of ribs and 1x lamb which was not my order.

I am now putting the liability on your company to refund me or to contact uber to sort this out.

I am now out of pocket $140.00 which is absolutely disgusting to treat your customers and think it's okay.

I will also contact fair trading to report this ,I will post this online and will make sure everyone knows of my terrible experience at your restaurant and how I was taken advantage off.

If your staff member the told me it would incur a cancellation fee of $140 , I would have told her not to cancel and just accepted the order as is and would have paid for the item separately. But the fact I went off her advise saying I would be refunded and am now out of pocket $140.00 is horrendous treatment and theft at this point.

I await...

Im not one to write bad reviews, but wow disappointed is an understatement. I Ordered through uber eats, it should have arrived in 50-60mins. After 60mins, the Uber eats app says that my order was still being prepared, so I thought I'd call to follow up. The guy on the phone told me my food would be leaving in 2mins (I live 10mins away from the place), 20 mins passes again. I check the app and it still says its being prepared, so I call again to follow up. This time the guy says that my food was still be prepared............ The guy explains they are busy etc I worked in retail for over 10 years - I get it, I know it gets busy, but just say that you're busy, people would much prefer you be honest! Also, maybe then I wouldn't have made such a fuss about this terrible experience. Oh wait no I probably still would have because the food was just as disappointing as the customer service. Anyways, 25mins passed, food finally comes. I ordered chips with my kangaroo steak the box was not filled to the top, the potatoes were terrible, the kangaroo loin was not medium rare like I asked.

This place is way overpriced, the food was meh and customer service was terrible.

EDIT: In response to the comment from 500 Degrees.

I wonder if you took the time to read my review, as it clearly stipulates that we called the store twice and expressed the frustration regarding how long it was taking. Once, at 7:05 PM which was when the delivery was due (7:05-7:25), where we were LIED to by your team, who stated "I am preparing it now for pick up, it will leave in 2-3 minutes".

On this second call, made at 7:40 PM (15 minutes after our delivery was due), I expressed how frustrated I was that I was lied to by the first staff member I spoke with. The staff member I'm speaking with in the second call says he was sorry and that they are very busy, then condescendingly asked if we still want our food, surely if you guys gave a damn the response would have been, "Hey you're right, we're so sorry, I'm going to throw in some extras for you because you shouldn't have been waiting an extra hour and our staff should have been honest..."

Further to our disappointment, the quality of the food did not correlate with the money we paid, nor did the customer experience. Your packaging is that of a local take away shop and this takes away from what this costly $96 meal experience should be and adds to the disappointment.

And please, show some accountability, it wasn't the Uber Eats experience that was bad, it was the 500 Degrees Experience that was disappointing. You're right - you are under staffed. So hire more staff, because surely in these times people would be grateful to...

Edit to my original review down there: Thank you for letting me know how a Tomahawk steak is cooked. After spending over 15 years in a commercial kitchen, I might have missed that part. Anyway, just to let you know, none of your staffs came to check on our table. We had to call them and to ask them for napkins, salt and pepper (which lacks in your food), and we were the only one at your restaurant at the time. Probably your staff did not show you the chunks of uncooked red meat I had to cut out from the Tomahawk (not close to its bone) on a separate plate. We did not finish our steaks, rather were cutting the raw meat to show it to your staffs. your staff came to clear the table after we mentioned our dissatisfaction. Nevertheless, we are not coming back to your place ever again so you can keep your apologies to yourself.

Original review:

I have seen reviews of this place, and the owner response is “we have passed your valuable feedback to the kitchen for improvement”. But nothing has improved yet mate.

Spend $224 on this venue Ordered medium rare steaks and grilled vegetables. Steaks were not cooked the way we wanted. Even showed the staff raw meat pieces, the response was “sorry” Do not order “Grilled veggies” until and unless they change the name to “grilled...