Enzos Cucina Dural — Restaurant in Sydney

I originally emailed Enzo's Dural on this matter and have not received any acknowledgment for a month, and decided not to patronise this establishment anymore. However talking to a friend today who had the same experience compelled me to write this review as the owners seems to be more responsive to public comments.

I’m writing to provide feedback regarding the conduct of staff at Enzo’s Dural, in the hope that you will take the opportunity to address an important issue and reinforce best practice in customer service.

As a long-time local and loyal customer, I have supported Enzo’s since its inception—dining in and ordering takeaway for years. However, my recent experiences have raised serious concerns that I feel compelled to share. On two separate occasions, including today, my husband and son were treated dismissively when picking up our takeaway order. It appeared that, based solely on their brown skin, staff assumed they were Uber delivery drivers. Rather than being greeted courteously as customers, they were addressed in a transactional and dismissive manner ( "Are you Uber / Doordash?") - reflecting a clear act of racial profiling.

This is not only poor customer service - it is casual racism. Judging someone’s role or worth based on their appearance is harmful and unacceptable in any setting, especially in a community-facing business like yours. What should have been a simple and respectful interaction could have been easily handled by your staff using a neutral and welcoming approach—for example, “How can I help you today?” This small change in language would ensure all individuals, regardless of race or perceived profession, are treated with dignity and respect.

This experience has left a deeply negative impression on our family and friends. I urge you to take this feedback seriously and consider providing training to your team on inclusive service and unconscious bias. Addressing these behaviours not only upholds the values of respect and equality - it also makes good business sense. Repeat business is built on positive experiences, and many locals choose where to dine based not only on food (which is good at Enzo's), but how they are treated.

I trust you will receive this feedback in the spirit it is intended: a call to reflect, take accountability, and do better. We all share a responsibility to ensure that casual racism is not normalised - and that everyone who walks through your doors feels...

Great food but repeatedly terrible service…

Have been here dining in on 3 separate occasions and have had the same experience each time, however the last had a rather rude encounter that prompted me to add this review.

On each time I have been there the waiters have been unhelpful, slow to take orders and unfriendly. This would be more understandable when busy, but two of the times I have been there it was less than half full. They can be found standing around talking or laughing with customers they clearly know, but for the rest of the public it isn’t a pleasant experience.

On several occasions we had to follow up on orders, things like drinks being poured and left at the bar for 15+ minutes or forgetting to actually place our drink or food orders.

The first two times (at less than 50% capacity) the food took around an hour to start coming out and came in bits and pieces meaning some peoples food was cold by the time everything was out. However the last time the food was quicker, perhaps they fixed this now.

On our most recent visit, a weekend lunch time, we had booked for a large group well in advance. When we got there they took us to a table that was too small for all of us. They then started adding extra settings and crammed in seats in a space that really was too cramped to eat. We noticed there was a vacant table fully set for the right number of people so we asked if we could move to that table. At which point another man (guessing owner or manager) came over and very rudely informed us that table was for people who had booked. We told him we had also booked so would like to be accommodated with the number we booked for, to which he said no you are sitting here and stormed off.

We aren’t sure of their names as none of them ever introduced themselves.

It is a real shame as the food is really quite good, once you finally get it. Unfortunately that was the last straw for us so we won’t be back.

Wouldn’t recommend for families or anyone looking for a...

I arrived quite early for dinner service and not many tables were filled and was almost immediately taken to a table which was great. We only ordered two pastas, with one of them replacing prawn for chicken and the pasta from penne to linguine. After I had ordered that was when it started.

Me and my partner waited for a good 40 minutes, watching while other people come in later than us and get through half way through their food (entrees, drinks and everything) while we were just sitting there waiting. Eventually we asked a waitress who informed us that the food was "coming right now".

Another twenty minutes later and the food that was supposedly on its way out finally arrived. It wasn't hard to guess that they completely forgot about our order and then rushed to make it.

After this wait, the server finally brought the order to our table without even so much as an apology before dashing off. Not only was the food delivered almost 1 hour after we arrived (on a Tuesday night) they had gotten the order wrong and just simply removed the prawn from one of the pastas entirely.

Couldn't be bothered to argue and just wanted to quickly eat and leave the place. The pastas were average, not that tasty (perhaps because it was rushed) and didn't really enjoy them at all.

At the counter, one of the owners (I believe) seemed to me like he had an attitude or a problem with us as he was frosty, didn't really care nor did he ask how our meal was. Simply took the payment and waved us off.

Needless to say I will not be returning back...