Frankie’s Food Factory Terrey Hills — Restaurant in Sydney

I’ve come across from Adelaide to visit my daughter who has taken me to Frankies as a special treat. She has been there before and noted that there was a message on the venue that said duckpond with Ducks that you can feed. We arrived and seated, promptly, ordered our coffees which were fantastic, and then ordered the French toast to share, which is where our issues started. The French toast was a single piece of that bread that was crumbed and deep fried (think schnitzel). We both had our first mouthful looked at each other and burst out laughing as we were just not able to eat it. It literally tasted like the outside of a schnitzel, the whole way through that had not been cooked in clean oil, or had been double fried. It honestly was not recognisable as bread. We returned the French toast (minus only the bite each that we had tried), with a polite explanation that it was inedible and ordered scones, and a single piece of sourdough toast. Scones were lovely. Sourdough was lovely, however it came out with jam and no butter, butter with subsequently bought out on request but was charged extra for it. Random. On departure my daughter also purchased a $45 bag of coffee beans. And we queried the $24 cost of the French toast on the Bill to be told by the ‘manager’ That if it had been a freshness issue, we would’ve received some ‘discount’ - I’m not sure what decade this piece of bread was fresh It certainly wasn’t this current one…😳😂 So $55 for two coffees, two scones and a single piece of toast is a wee bit excessive. And then we went to find the duckpond to be told they actually don’t have one…. And as an aside, for a garden centre to be full of only plastic plants in the large eating area, seems a little incongruous. So my overall impression would be to stop in for maybe some plants (although expensive) and a coffee, but I wouldn’t take a punt on...

Since leaving Australia in June I have dreamt about going back to Frankie’s. I spent a lot of time there eating a lot of delicious food and chatting with staff (who are all amazing). Reading some of the bad reviews on here makes me sad and wonder if people are actually raising concerns whilst they’re at Frankie’s to give staff the chance to fix the problem, because if I ever had an issue (which RARELY happens because the place is very well run) it would immediately be amended and apologised for! The food is amazing due to the talented chefs and the service always comes with a smile, despite the fact that the restaurant is always busy. If your server loses their smile perhaps you should consider your own behaviour and attitude towards them. Respect goes both ways, there’s no need to punish them for doing their job. Not sure why people are complaining about where they sit because it clearly states on the website that specific tables are not guaranteed and all the tables are as good as the next…be grateful you even got a table as it’s a very busy and popular spot (for good reason). When I come back to Australia the first place I’m going to visit will be Frankie’s food factory Terrey Hills. I recommend it to everyone I meet. Some people just love to complain, so don’t let their personality bring you down Frankie’s team!...

To start with, the food was average. It leaned on the salty and greasy side, though not entirely bad. However, the bigger issue lies in the safety of the venue. There are hazards in the area that make it unsuitable, especially for families with children. Avoid sitting near the windows at all costs. The windows are faulty, and during windy conditions, they can swing inward suddenly. This happened to us, and I was barely able to hold the window in time to prevent it from hitting my child.

What made the experience worse was the staff’s reaction to the incident. They seemed unprepared and unsure of how to handle the situation. Instead of offering any meaningful assistance or accommodation, they gave excuses, claiming that someone had stolen the latch, which suggests they were already aware of the issue but had done nothing to fix it.

Despite the incident, there was no effort to show care for the customer. I ended up paying the bill in full—not that I explicitly asked for it to be waived, but I expected some gesture of goodwill given the circumstances. Their lack of empathy and poor customer service left a bad impression.

If you are considering visiting, I’d recommend caution, particularly if you have kids. Until they address the safety hazards and improve their approach to customer service, I wouldn’t...