Black Rabbit — Restaurant in Sydney

My partner has ordered from this place about 4 times within the past month give or take. First time they left out his can and side. No biggie, he’s ordered again- although this time, I’ve noticed that someone has crossed out every item on the receipt - so I’m assuming the person who packs the order has double checked everything as this is a standard practice in order to ensure customers don’t have missing items for delivery (takes a bit longer, but my experience in dining/fast casual it should be done to ensure customers are looked after). Although, this time there was a side missing again - which I noted it appears as though either there was a bag that the menu log driver left in the car as half the order was again missing. It was still good to see that there was an improvement of staff training to ensure delivery standards are executed, although maybe stapling the bags/sticky taping the bags/sealing them together would be ideal so delivery drivers cannot get away with this. Third time we ordered two bowls without a side - no problem. The fourth time, a side is missing again and this time the menulog driver actually had blocked my partners’ number - so my partner rings and speaks to Sam, who is empathetic and offers reimbursement on next delivery purchase, (which he doesn’t have to do, as it should be menulog to reimburse, although it was a nice gesture) however today my partner orders two bowls again and has contacted the restaurant to speak to Sam, and this time Sam has chosen to not include any sides free of charge, despite their conversation days ago. Now I offered to call the restaurant and menulog because I also have managerial experience working at a fast food chain, with delivery services such as menulog, ubereats, door dash etc. however my partner is not so fussed about the money, I argue it’s about the customer service and the training of all staff, that care is taken to ensure that customers get what they pay for. Maybe because it is Boxing Day, the store is busier than normal, but I’d just like to share my experience with others in hope that in future, staff use methods where they cross off every item once put in the bag, that they tape the bags together and that in future managers or foh staff will honour their regular customers and compromise on small profit and labour if it means strengthening customer relationships. Otherwise, good points are; the quality of the food is also quite still hot when delivered and at least foh staff have the time to pick up the phone to answer calls even on...

We ordered wings, chips and mozzarella sticks via UberEats and it was an incredibly disappointing meal. More than half of it ended up in the bin. The delivery was quick, so it's not like it just suffered a long delivery time. Everything was very tired and not fresh.

It tasted like these yesterday's waffle fries, or reheated? In the restaurant we would have sent them back. They weren't edible. Rubbery and squishy.

The bbq wings were also very tough and over sauced. The sauces themselves were quite tasty, but everything else let them down.

I am amazed to see good reviews, so I guess it depends highly on who is working. Sorry, but we won't be giving them another chance.

Edited to add: in the response from the store via UberEats, I understand:

"Order ready at 5:47pm, 14 mins. UE driver pickup 6:23pm, 36 mins & completed at 6:44pm, 74 mins after the order was placed. Not sure where the quick delivery came from in your Google review."

Given that the UE order was requested for a 6:30-7pm delivery, having the food ready at 5:47 was asking for trouble. I will be contacting UE to confirm just in case that when an order is placed in advance that the timing information is provided to the store.

But as far as I'm concerned, UE delivered at the time requested, not that long after pickup. If the store has disregarded the requested time, that's on the store. If UE had not passed on the requested time, I will edit this review.

However, regardless, if those waffle chips were "only" an hour old, the "fresh" ones can't have been much better. I've had chips that have just gone cold, these were badly cooked.

Here's the full response on UE for transparency - I guess I understand the reviews talking about unfriendliness in store!

"Hi Cat, thank you for your feedback, which we take seriously. I have reviewed your 2 orders including the instore surveillance. 1st order placed at 5:30pm, cancelled immediately. 2nd placed at 5:33pm. Order ready at 5:47pm, 14 mins. UE driver pickup 6:23pm, 36 mins & completed at 6:44pm, 74 mins after the order was placed. Not sure where the quick delivery came from in your Google review. I stand by the quality & taste of our food. It appears your feedback is about the delivery service but we got the poor review. I am not UE and have no control over the delivery. Have a nice day....

Came in last night with my partner for the first time. We decided to try many of the items, so had quite the large order. Despite this, you delivered to me within 15 minutes, with no compromise of quality. That is absolutely splendid.

The food was absolutely amazing. I loved the crust the margharita pizza had. It was nice and thin yet packed such a powerful punch which is exactly what it is about. It let the sauce speak for itself. The bread bowl idea is so innovative too and very tasty. It's a shame we didn't get to take pictures of such a feast, we were just in such awe that we had to dig in right away 😆

The main thing I wanted to note was the service. We were served by a dashing bespectacled young lad who was not just extremely polite, but very friendly and made us laugh a few times. He was patient while we ordered, and recommended an amazing herb yoghurt sauce to go with our lamb sub which was superb. The part that really struck out to me was a few minutes before we got our food, he asked my partner and I if we wanted jalapenos and olives in our sub too. The fact that he asked us made us feel so invited and cared for. I doubt any other place would ask for preferences like this, yet black rabbit proved that it truly cares about its customers. My partner is an avid fan of olives while I cannot stand them, so when we requested some olives on the side to put into her half of the sub, he offered to put olives on half of it and keep it separate, and that was, as everything else was, delivered perfectly. I applaud black rabbit for hiring such a wonderful team. When we usually go out to eat, we think of it as just enjoying food. Yet here, we not only enjoyed the food, but felt so cared for and appreciated as customers. Good food can keep people coming back for weeks, but such great service will definitely keep my partner and I around for a...