Baytouna Restaurant — Restaurant in Sydney

Dear Manager,

I’m writing to share my experience with Baytouna (Shop 3, Villawood Plaza), which unfortunately has left me very disappointed this morning, especially as a first-time customer.

Earlier today, I received a phone call from a female staff member who abruptly said, “you ordered mixed plate, we have none left.” I responded by saying that Uber Eats had still allowed me to place the order, and perhaps the menu needs to be updated on your end so customers are aware in advance.

There was no apology or explanation, just silence- so I had to ask, “what are my options then?” Only then did she respond with, “we have breakfast only.”

When I asked what the breakfast options were, she rushed through a long list of meals I wasn’t familiar with. I explained that this was my first time ordering and I didn’t know the menu, but she interrupted me and kept going. I tried to let her know that I felt the customer service was poor… not because the mixed plate wasn’t available, but because I had to prompt what happens next, and wasn’t being guided through my options. She argued back, saying “why, because we don’t have what you want???” which completely missed the point.

When I asked for her name to leave a review, she put me on hold without saying anything. I could hear her ask someone, “she’s asking for my name, what do I say?” I then asked if I could speak to the manager, and she said “I’m the one managing now.” I again asked for her name, and she said it was “Sou Sou.” Before I could finish explaining how frustrating the experience had been, she cut me off with, “OK, have a nice day,” and hung up.

To make matters worse, I now cannot cancel my Uber Eats order without being charged the full $105, even though the main item I ordered is unavailable and I was never offered a proper solution.

As a first-time customer, this experience has left a very negative impression. I hope this message prompts a review of how customer calls are handled and encourages clearer, more respectful communication moving forward.

I’d also appreciate any help you can offer in resolving the Uber Eats charge or at least ensuring that I’m not left out of pocket due to your unavailable menu...

TERRIBLE experience with terrible owners who are selfishly seeking money and money ONLY. My best friend had booked a private function for her bridal shower from 1-4pm. The owner had customers sitting and dinning in at 12:30 when we were supposed to have that time frame as leeway for the set up. Upon telling him this, he kept arguing and saying that we agreed on 1pm.

Second, he allowed the customers to go in and out of the “private function” to go to the washroom? What kind of a private function allows randoms to disrupt the event to go to the washroom? Upon telling him this, he continued to argue saying “we’re a restaurant and not a function, we need our customers to use the washroom” - why take on the booking KNOWING it’s a private function if you CANT accommodate it? Why weren’t these things mentioned earlier? Because if they were, we would have never booked this restaurant.

Thirdly, the speaker provided ran out of charge and for about 30-45 minutes we didn’t have the music playing because the staff were looking for the charger to be connected. This all should have been thought well through out before getting to that point. Staff extremely rude, unwelcoming and have no customer service.

Fourthly, he agreed for the function to be pushed until 5pm the day prior yet at 4:15 he got his staff to start packing up everything and basically kicking us out. What happened to the strict time agreement he mentioned? What happened to “we agreed on a specific time” - so why start kicking us out with not even a single apology, a smile, a nod or a “goodbye” at the end. Just wants to rush us out so he can take in the next customers to generate more money.

Despite all of this, the owner selfishly and undeservingly took on the money, almost charging 5k for a horrible experience. We will never ever visit this restaurant again. Seriously don’t understand how they are still functioning as a restaurant. All of my words are an understatement compared to what I have witnessed from this...

Absolutely wast off time and money It’s rip off

We read all the reviews we thought it’s nice but the service and food they worthless All the deeps are cans food nothing special The meat is the worse off the worst

The banquet says something but you get charged for something else We chooses the $55. For 13 people ($715) and you will get 3 plates off each meza 3 plates off off hot meza and 1 square for each person 12 squares for 13 people

The menu is saying $55 each minimum 4 people you get charged for four but the food is very little for the money

Better you try before you invite someone because it’s very embarrassing

We spoke to the manager but looks like they don’t really care

Don’t follow the good reviews they’re all fake

Have a look the food on the table and tell me if this food worth $800

Sorry to say all this about your restaurant but the manager said I can’t serve food for 13 people this food was only for 12 people because the banquet is set for 4 people But you charged me for 13 people you should be shame off your self This’s not Lebanes this’s not how Arab food is this’s lower then low

We even got charged for the 2 jugs off water Open drink $18 3 soft drinks were sent back but we got...