La Renaissance Patisserie and Cafe — Restaurant in Sydney

Extremely Disappointing Customer Service Experience

I am writing to express my deep disappointment with the appalling customer service I experienced at your cafe today. As a longtime patron of your establishment, I have always enjoyed the ambiance and quality of your offerings. However, my recent encounter has left me questioning whether I will ever return.

Today, I ordered my usual extra hot latte with almond milk, a beverage I have enjoyed for years. Unfortunately, my order was not only incorrect but also handled in an incredibly disrespectful manner. When I politely inquired about the size of my coffee, the staff member not only provided a rude response but also physically mishandled my cup, causing the scalding contents to spill onto my hand. Shockingly, she showed no remorse or offered an apology for her behavior.

Despite my efforts to address this incident with your staff, the situation only escalated. The staff member’s aggressive response, coupled with the lack of professionalism, was deeply concerning. When I requested to speak with a manager, I was met with a lukewarm response. The manager, who identified herself as being in a position of authority, failed to address the issue adequately. I asked for a simple apology from the staff member who had treated me so poorly, but this reasonable request was denied.

Customer service is the cornerstone of any successful business, and it is disheartening to witness such a blatant disregard for basic courtesy and professionalism at your cafe. I urge you to address this matter promptly and thoroughly, ensuring that incidents of this nature do not recur. As a customer who has always appreciated your establishment, I hope to see a swift and positive resolution to this unfortunate...

I’ve had unpleasant experience at your cafe in The Rocks which has been our favorite spot for years as we live locally. We have always enjoyed your friendly staff and great coffee, and have supported your business for over a decade, even during the challenges of COVID.

This morning, however, was quite a letdown. I ordered two large coffees and croissants, but my order was mistakenly filled with one large and one small coffee. As a new mom who has been up since 5 a.m., I really needed that large coffee to get through my day. When I kindly asked if they could make the correct large coffee, the two female staff members responded with visibly annoyed expressions and repeatedly told me I needed to go to the front to pay the difference, which I was more than willing to do.

What bothered me most was the way the situation was handled. It felt as though they were more concerned about me avoiding a 50-cent or 1-dollar gap fee than about providing good service. By the third time they mentioned the fee, I felt quite upset. Customers shouldn’t be pressured or made to feel like they’re doing something wrong over your staff’s mistake.

When I went to pay the difference, I also noticed one of the staff members complaining to the front desk, which felt unnecessary and unprofessional. While I understand mistakes happen, especially when the café is busy, the dismissive attitude was disappointing.

We have always loved your café, and it has been a part of our routine for years. I still remember how appreciative your team was during COVID when we continued to support the business. I hope the owner will take this feedback to heart and ensure that the staff is trained to be more considerate and customer-friendly, as the café has always been a...

Just opposite Pony Dining is La Renaissance Patisserie and Cafe - that was definitely my next stop before heading home on the train. Unfortunately the pastries didn't exactly survive the long journey and got squashed. They are beautiful creations and I was a kid in a candy shop, what do I choose?

Zulu - Valrhona chocolate mousse with a chewy salted caramel and “Guanaja” chocolate ganache centre, crunchy pearls and chocolate/almond biscuit base

Vivaldi - Moroccan orange cake in Varhona Jivara milk chocolate & hazelnut mousse, layered with crispy pearls

Opéra - Coffee-soaked joconde, layered with alternating Valrhona dark chocolate mousse and white chocolate and coffee whipped ganache, chocolate glaze to finish

Chocolate Éclair - Choux paste, chocolate custard, chocolate fondant glaze

There's nothing subtle about these pastries, the flavour is amped up! The Zulu has a lovely chocolate mousse, this is a chocolate lovers delight. The Vivaldi is much lighter with tasty orange flavours immersed within the light airy sponge. I love eclairs so the chocolate is a must. The choux pastry is delicious, filled with a yummy chocolate custard and the crunchy chocolate perls add a lovely crunch with every bite. The opera is intense, really intense. I love desserts with coffee and this comes through in spades within the various layers of delicious cake.

@la_renaissance_patisserie #frenchfood #patisserie #dessert #eclair #chocolate #coffee #pastries #sweettooth #foodporn #foodcoma #Sydney...