Potbelly at Medlow — Restaurant in Sydney

My friends and I came in to grab some food on the way through as we’re from Sydney and staying in the Blue Mountains for the week. We were just passing through on the way to a walk and wanted to grab something for takeway. We are not locals so we were unaware of the rule that takeaway meant you couldn’t sit down. First we were told to “stand out of the way”, which was fair enough as we were crowding the walkway at the front of the cafe. So we went and sat down across a bench at the cafe. We were unaware it was an issue as there were 3 couples having brunch excluding us. We were not eating in the cafe and had no plans too, we were only waiting for our food. We were then asked to move to what was essentially a seperate room to make room for “the customers” even though we had paid and by definition were also customers. We in total waited about 15-20 minutes for our food. I understand there were a lot of us but not all of us were ordering food and those who did, excluding one had ordered from the display case.

Through reading the reviews I understand now the price difference for eating in the cafe, but we were not eating, we were waiting for our food. I also wish that if you do not want takeaway customers sitting around in your cafe, you need your service to be quicker. I will always respect the rules of someone’s business as it is their space but the staff needed to be clearer about the rules and they need to accommodate their service for their rules.

I know this is a small business and I am always more than willing to support as I have friends who run their own cafes but I also understand the importance of being honest about ones experience for the benefit of other customers.

Edit: Since the owner replied I’d like to stress we actually did not utilise 4 tables. 4 of us sat down on the bench by the window while the others either stood outside or in the designated area that was for takeaway orders. I find it quite disturbing the owner is so quick to lie about the truth of the situation. It is furthermore disrespectful to say “not sure where this came from” as if this is not how reviews for restaurants work. The owners’ disrespectful way of speaking, upon further inspection of other reviews, is common when responding to critical reviews. I do not care if you are a small business or not, you do not respond to a THREE star review with such disrespectful nature such “I wasn’t sending you into a blizzard” and lying about how we were acting in the restaurant. We were so receptive to your instructions and I was so respectful in my review and I think it is quite disturbing how quick the owner is to antagonise and belittle customers who leave anything but at 5 star review. My friends and I discussed how genuinely disappointed we were because we did like the coffee but because the way the owner has treated me in this response we will not be going back, whether the owner cares for non locals being in the...

So much potential lost. There's few good cafes in the upper mountains so when Tournament announced it had sold the business I was disappointed but also keen to see what the new owner was going to do. I eagerly awaited the opening and went soon after they opened for breakfast with some friends. As soon as I entered and saw chocolate bars and packet chips where once home made pickles and assorted preserves resided, I thought things may not be great. I was greeted by a young staff member who was, not so much rude as completely indifferent. She appeared hard working and efficient though, (a good staff member), but not someone you would want greeting your guests. It was early days though and I'm sure staffing is not easy to come by. I took a seat and noticed not much has changed design wise which I was thankful of because whoever did the fit-out for the previous business did a great job. I did notice a wood burning heater which was a welcome addition as Tournament was cold at times. Although my companions liked what they did with the rear wall I was less than enamoured and the single flokati rug was unusual. Minor gripes. But let's get to the food. Now I realise that it was early days and perhaps they hadn't drillied down on this yet but all I have to say was it didn't inspire me. Again, my companions were less scrutinising. Think standard cafe affair. There was no identity, no flare, nothing to have me saying, I would definitely come back for this. Bacon and egg rolls, sandwiches and soups etc. It was a single page menu, which to be honest I actually prefer but those limited dishes need to be top notch. I settled into a bacon and egg roll and was asked if I wanted a single or double....huh? This means, did you want one egg and one piece of bacon or double. I had the double because who wants a single piece of bacon. It was $17 from memory which is totally fine if it was wow, but sadly it was just OK. I really don't want to be cruel I actually want them to succeed because as we know we have little option up here. Tournament, although bloody expensive was first class and I was hoping for something, not necessarily the same but something as high a quality.

This is just my opinion and I'm sure a lot of people will be happy here. I will go back at some point to see if anything has changed (i really hope it will), but as it stands I will be removing it from my suggested cafes BNB guestbook for...

So nice to find this little cafe booming, after massive highway upgrades and disruptions. The food and GF choices and pastries etc were marvellous...the staff also accommodated my request for seed-oil-free alternative, for their salad.. (olive oil dressing). Thankyou!

I only have one issue i wanted to feedback..and now edit my review...as wen i tried to ring the business number..it just rang out. So at the risk of further offending (my apology here, so sorry, u took my clumsy, original feedback, personally) but this is why I DID NOT SAY anything on the day...also...Not wanting to overshadow, your staffs "work flow" and excellent service at the time. But... as i could not find any email or discreet contact option. Here it is....take two..

The only downside to our time here, was a strong smell of old cooking oil... coming from the kitchen area :( I do know these lovely old buildings have their drawbacks..as in, smells CAN "get stuck" in furnishings and equipment.

But i thank the owner for his initial, considerate reply...to my review. A truly responsive, caring approach, to investigate my concern. I have a health issue that means i am hypersensitive to strong odours, boring i know but it means a lot to me...to know u were willing to accommodate feedback... and u offered to immediately investigate. Gr8 reflection of the owners professionalism...and commitment to...