Lil Miss Collins Café Burwood — Restaurant in Sydney

I visited the cafe with a friend yesterday. We ordered hot drinks and an omelette to myself, paid through the QR code on the table. When I said it was delicious my friend decided to order the same for herself and I paid, again, through the QR code on the table. The order was processed according to the app. We then had a waitress coming to the table saying the kitchen was refusing to do the omelette as it was already more than 11am. Yes there is a note on their menu and no, we didn't see it as I only quickly opened the app while we were talking and ordered the same I had had. We kindly asked if they could please accommodate it as their system allowed the order to go through, she didn't even try it and said no, they would not. She did acknowledge "the system should allow the order to go through". We then agreed to a refund. The waitress said she would "try to do it as the manager is not here". Came back and said that refund was done and asked me to check my bank account. Nothing, didn't get it. "It takes 5 to 10 minutes", she said. After half an hour, when we decided to leave, I approached her to ask for my refund as nothing had appeared on my bank account. "There is nothing else I can do, I did process the refund." She gave me a "copy of the refund receipt", according to her, which looks like an invoice that says "cancelled order", it doesn't mention the word refund so I am not sure. Now, more than 24 hours later, no refund still. It's funny how a place can lose customers because of their lack of flexibility and hospitality. Very unfriendly. It's only $13 but it's the omelette I paid for and didn't have 😅 and now the trouble that I will have and time it will take myself and the business to sort that out. It would take way less time to prepare an omelette ✌🏻

Take the escalators up and visit Two Deers instead, where you will always get an impeccable and...

I have been to this cafe many times over the last few years with no issues until today.

Today we went for brunch and ordered 2 meals with a side of chips. After about 10-15 minutes, the meals were delivered with no chips. We enquired about the chips halfway through our meal and they said they would check. I told the waiter to cancel the chips as we had almost finished our meal. After another 5-10 minutes, they delivered the chips anyway after we had finished our meals. I got up to pay and they asked me to take the chips as they will be charging me for them. They then stated chips normally take 30 minutes to make which confused me as they have always made chips with their meals and never taken half an hour to make chips. I pointed out a few other tables who ordered after us who got their chips with their burger.

It was obvious they forgot the order and now wanted me to take the chips, after I told them to cancel it as we had already finished our meal.

The man (or owner) at the checkout said he would give a 50% discount on the chips so I was forced to either take them or they will throw it away. The man continued to make things worse, stating negative reviews from others have not affected the cafe business so he was not worried about us.

Poor form for two regular customers.

Update: To clear up, no freebie was asked for at any point. I asked for the order to be cancelled as our meal was finished before you took the chips out. It was the dodgy tactics you have set up to take as much as you can from your customers and treat them poorly. No advice was provided by the waiter or you regarding the 30 minute wait time for chips. A simple apology would have sufficed. Your reply could not be worse and I hope others who read this will not get the...

Updated I have removed the photo as privacy reason. Sorry about her personal loss however it is unfair for customers who come and want to have a good customer service experience! Professionally speaking, if your staff member is unwell or experienced personal matter, management should consider let the staff have a break instead of coming to work. The customers never know what happened with the staff’s personal life.

Hope she gets better soon! —————————————————————-

Service consistency starts dropping. I have been here many times with family and friends. The staffs are always welcoming and that is the main reason I choose this cafe for gatherings.

The cafe is a convenient location with comfortable seating areas. Foods consistency is good.

However, the female staff today is not so friendly and seems she doesn’t want to be here or she must be very tired. When I say thank you when she put down my coffee order on the table, she is completely ignoring me with no eye contact and just walk away. If I am a first timer here, I will definitely assume the service is bad. But I am kind of a regular, this experience has disappointed me! Maybe it is time for me to try new cafes for...