Frango Bella Vista — Restaurant in Sydney

Before writing this review I contacted head office to investigate. I wanted to give them the opportunity to look into what happened before I wrote my review. Surprise! I got no response. I guess the fish rots from the head.

On 10/05/24 at 8pm I ordered 2 fillet burgers with an extra fillet on each burger (just burger no chips) it cost me $37.00. When they called my number I asked for extra sauce on the burger as I don’t eat the buns just the fillets and they are dry on their own.

Manager said no they don’t do that. I told him that I’ve been getting this exact same order for 3 months with no issues getting extra sauce on the burgers. His response was “No you haven’t, I’ve been working here for 30 years and we don’t do that”. I then offered to pay extra as I can’t eat it without it and he said no it’s not what they do there.

I said to the manager if I can’t have extra sauce then I don’t want the burger because the fillets are dry without the extra sauce. He said I had to take the burger because they are already made. When I said I’m not taking it like that, if it doesn’t have extra sauce that I’m willing to pay for, then give me a refund. His words were “are you serious” I was very serious. He proceeded to give me a refund throwing the food away and slamming the cash register. When I asked for his name he said “when you do the Google review just say store manager” well here I am with my...

Refused service at Bella Vista, why? Because I wasn't wearing a face mask inside the store. Advised the store manager I don't wear masks covering my face because I have breathing issues, he pointed to sign at the front stating "You must wear a face mask inside the store".

I had a brief conversation with the Manager outside and informed him that it is an offence to discriminate against people with health issues. He was assertive in his response in that I could order online and have it delivered, however I wasn't allowed to enter the store, unlike other members of the public because of my inability to wear a face mask. I was respectful to the staff and other guests inside the store, I was not intoxicated or under the influence of drugs, however He added that it is a private establishment and that they are not discriminating because they reserve their rights to refuse entry (for people with health issues, I don't think so)

I politely disagreed, reminded him that they shouldn't be doing this, then went on my way. I'm interested to see how a business can impose such discriminatory conditions in this day and age, without reasonable justification, or any reason for that matter.

P.s been having frangos for years, never had an issue with the food or service, although we usually go to the Penrith store, this was...

DO NOT GO HERE!!! MAN AT THE COUNTER SCREAMED AT MY PARTNER!!! ABSOLUTELY TERRIBLE CUSTOMER SERVICE!!! Like literally the WORST customer service we have ever experienced ANYWHERE!!! And on top of that the food quality has gotten so much worse!!!

We used to come here all the time and get good food and generous portion sizes, but the quality and quantity of food has deteriorated heaps in the recent months.

We thought we’d give them another chance tonight, and received some of the worst customer service ever.

I sat outside with my pup while my partner went in to get a menu (for me, since I had the pup and could not enter). She asked an older gentleman at the counter if they had a menu and he glared at her and gestured rudely to the large menu panels above the counter. She asked if they had a physical menu and he just started going off at her with “Why do you need a physical menu huh? The menu’s right here above! Open your eyes! We are a takeaway shop, why do you need a physical menu? Look up! I already showed you!”. This happened in the middle of a PACKED restaurant at 7pm peak dinner time and she came outside in tears.

We left immediately and will never come here again.

I heavily advise anyone reading this review to take their business elsewhere. They are rude and the food is...