Oliver Brown — Restaurant in Sydney

We decided to stop in to Oliver Brown in Rouse Hill on the way to the library. My husband and his friend ordered regular coffees, I ordered a large hot chocolate with crunchy balls... no crunch balls; that's ok, stock runs out sometimes. So I ordered the coconut hot chocolate. I gave them my Oliver Brown card I use for the Campus cafe (also Oliver Brown - really awesome cafe BTW for anyone at WSU Parramatta!) normally when you give a card, they stamp for all three coffees, no well, apparently Rouse Hill OB is too good for that. They ONLY stamp once per transaction. Anyway, just a little annoyed but whatever, I buy enough at university to accumulate stamps. We waited, and waited. During that time, I saw waffles being made... the most disgusting thing I have ever witnessed. Squirting the mixture out of a bottle into the waffle iron and spreading it with an ungloved finger. Then as another set of hot chocolates were made, the barrister only announced it once, no-one came forward. All the wait staff looked at the docket then ignored it. I noticed a young couple sitting on the high chairs across from the counter, when our order finally came (maybe 10 minutes... yes it really took that long), I politely advised that I believed her hot chocolate couple were at the high chairs. She politely thanked me and walked them over. The final straw was, I got a plain hot chocolate... No coconut, and not mixed so it was lightly sweetened milk and thick gluggy chocolate at the bottom. First and only time I will ever go there...

I’ve been getting food with them almost every Week but today’s experience was absolutely shocking. I ordered at the store at 8 ish and order churros, I have about a 30 minute break, And I was told that the churros take 20 minutes and if that’s okay. and I said yes as 20 minutes would be okay and I’d still get 10 minutes to eat my food before I start my shift again. I sit there for half an hour And I ask about my Churros a few time. And they say five more minutes I wait five more minutes and it’s still not ready. I walk up to counter and ask them to do something about it, anything, As I won’t be able to have my chores during my break anymore and I have to go back to work hungry. And I was told that they were coming within 20 minutes. They unhappily Give me a refund As I explained to them that even if they gave me my churros, which I still expect them to do so I won’t be able to have it on my break because I wasted my whole break sitting there and waiting for my food, While I could have been getting food somewhere with a better service and stuff. The stuff was so rude and Not understanding whatsoever of their mistake. And even implied that I am a liar by saying That we told you it was 30 minutes. While I would definitely have not ordered the churros if I knew I had to wait my whole break for them. Normally, the staff is absolutely great, And I completely understand that churros take a while. However, the treatment I received from the staff (I believe it was the...

Ordered a dark hot chocolate, it was absolutely terrible. I paid circa $6.50 for it. It tasted like hot milk. I asked the girl at the counter if I can have more chocolate in it as I ordered this same order from the Chatswood Oliver Brown yesterday and it tasted completely different. The girl behind the counter asked the Barrister how much she should charge me for the extra chocolate, who told her $1. She was unapologetic and grim faced. I’ve now paid $7.50 for a hot chocolate that still tastes like hot milk and is going into the rubbish bin. Terrible customer service, particularly when retail businesses are suffering from lack of customer spending. For the $7.50 charged they should have offered to remake the hot chocolate, very bad business practice, it wouldn’t even cost them 50cents. I guarantee not be returning to the Rouse Hill OB store EVER. It’s a shame, it’s also deterred me to return Oliver Brown in general, which being a franchise should have consistency in the way they prepare their products. The barrister should go back and do another course, I assume her coffee would be equally as terrible. For context I don’t even take sugar in my coffee, so I wouldn’t enjoy an overly sweet hot chocolate anyway. Just an average one would have been...