Ruby Lane Wholefoods Manly — Restaurant in Sydney

In short: This was my second time there and I wouldn't have returned after the first time, if it wasn't for my friend that chose to celebrate her birthday brunch here. This time, I'll make sure I won't come back.

The cafe itself is pretty. The food selection is okay but what really bothers me is the condescending way their staff handles feedback. Even before the rest of the party arrived I found their approach weird. The table fit only 10 instead of 12 and they offered to either squeeze everyone in or sit two people alone. This was booked ages in advance so why not plan for it? Lucky my friend confirmed that the final amount of guests matched the people at the table.

I ordered eggs Benedict. My note specifically said "Medium poached eggs please. (Not runny)". As soon as I cut into the eggs, the egg yolk covered the dish. I understand mistakes happen. So I flagged down a waitress and let her know. She just said "ok" and took the plate. Another waitress came up to me and told me that this is what medium eggs looked like and that I should have ordered "hard poached eggs". Everywhere else I have been to, medium means that the egg yolk is not runny and rather waxy. She told me "No that's incorrect. Medium means just the egg white is not runny and it's cooked for 4 minutes". I was very confused and agreed to the other version since this girl was ready to argue. The waitress returned another time and asked "Do we have to re-do the entire thing or just put new eggs". She put me in a very uncomfortable spot because the dish I had was drenched in runny egg so I said I'd prefer the dish to be remade. I could tell they were annoyed by it.. When the plate came out again, the eggs were poached to death and were grey. The trout was definitely recycled because the bits were luke warm and cooked in parts where the egg didn't touch it. I gave up because they were clearly offended by feedback in the first place and I didn't want to draw attention away from my friend's birthday event. This was 36 dollar on a meal and a drink wasted. I didn't eat it but wasn't ready to argue with that girl. I agree with other comments, their customer service needs massive improvement.

Response to owner: As much as I appreciate a prompt response, I do feel that the situation is being twisted. The fact that eggs were served runny was much less of an issue than the way it was dealt with when I brought it up. The manager that was dealing with is had condescending attitude.. I absolutely do understand that there might be different ways to serve dishes. We were only presented with the option to use QR codes because we wanted to pay separately which I understand and I am happy to share my order here to show the way that I ordered it (mentioning "not runny"). That's the downside when a business picks QR codes over actual table service. She very much asked me if I "really needed a new dish" rather than just replacing the eggs, despite what you describe in your policy way of handling situations like that. However, when the rest of the dish is soaked in egg and cold, that's a strange ask in my opinion. The person next to me found it just as awkward. It's nice when a free brownie is served to a birthday guest, but I am wondering what this has to do with what I raised in my review.. I don't claim that the situation I personally encountered with that particular staff member is a reflection of the entire...

To my 900,000+ followers: I post my first and only 'avoid at all costs' rating.

Update:

Wow. Phil, the words you are looking for are "I am so sorry". It is breathtaking arrogance to assume that your mistreated customers has the wrong establishment. I attach a picture of the packaging from the cafe "Ruby Lane" where these incidents occurred.

Do I have the wrong establishment? If so, I wholeheartedly apologise.

Assuming that we do have the right place (Google indicates there is only one Ruby Lane cafe in Manly), let's break things down:

Your Google maps entry clearly states Ruby Lane "Identifies as women-owned" (refer to screenshot 2). What is it Phil? False advertising or do you genuinely identify as a women owner?

Incidents occurred this morning (28/9) and yesterday morning (27/9).

Good to hear that you endeavour to be inclusive. It certainly did not feel that way to my wife, kids, nephew and their friend. All the multicultural staff you speak of must be in the kitchen as it was not obvious amongst the venue wait staff - apart from one of the bearded baristas from yesterday - he was actually really nice.

Anyway, if you want to continue to live in denial and keep deflecting blame, that's cool - you do you. All the best to you and your crew at Ruby Lane.

"Peace and prosperity" ✌🏾

Original Post:

I have a rule not to post negative reviews because I believe in building people up... BUT the treatment my wife and children received by the rude, arrogant and racist staff at Ruby Lane needs to be called out. For a business that claims to be women owned, you've treated a woman and 4 children disrespectfully.

Morning 1: wife and daughter ordered 3 items (salad, bacon and egg roll and a chai tea). The middle aged man behind the counter comments with a super rude attitude: "Bit much isn't it?". What does this even mean? Is there a 2 item order limit? You'd think that they would be happy if customers ordered multiple items but apparently not. A real head-scratcher.

Morning 2: my kind hearted wife decides that everyone has a bad day from time to time and gives the cafe the benefit of doubt and revisits with my daughter, son, nephew and their friend. Big Mistake. The barista decides to serve 5+ people who ordered after my wife. You know its an obvious and intentional snub when the other customers were visibly uncomfortable and apologetic for being served first. Highly embarrassing for all.

I avoid claiming racism where possible, however its the only logical explanation as to why the brown woman was made to wait for white customers to be served first. And to top it all of, when finally handing over her order, the barista had the nerve to sarcastically comment: "You should say Thanks".... like what were my wife, kids, nephew and friend being punished for dude? Chai tea is not a difficult order to make.

Mind blown .. We have had a really hard time explaining this behaviour to our beautiful brown children without getting angry and cynical.

Ruby Lane: Take a long hard look at yourselves and reflect on how you can treat all of your customers with basic respect, manners and dignity, not just the ones you...

Upon arriving at the front entrance to this cafe and grocer, we instantly had a good feeling about it. Staff were super friendly, approachable and prompt in accomodating a table for us. We were provided with menus, offered water and coffee whilst we decided what to order. We thought the service here was excellent from start to finish and the feel of the cafe had overwhelming positive vibes. This hardly surprised us give their vision and ethos to make a healthy lifestyle fun, social, available and inspirational. Their grocer and retail store is stocked with sustainable produce, granolas, spreads, snacks, books and more. We really wanted to stock our whole pantry after this visit. We also think it is great that this cafe hosts workshops and events for people to learn about different foods, where they’re sourced and how they can relate to your health. You can also grab a takeaway coffee or food or dine in for an amazing meal. The cafe uses healthy seasonal ingredients, sourced from local farmers and the meals produced focus on those full of nutrients, low in sugar but high in taste. The menu is so appealing with its fresh salads, chia puddings and açai bowls, as well as a healthy pancake option. They cater to all dietary requirements too. We began with a slice of their amazing paleo bread which was eaten too fast to get a picture. It is a thick slice made with cauliflower, broccoli, carrots, cashews, seeds and pasture raised eggs which provides a low GI option. We had the sweet potato fritters (gluten and dairy free), served with smashed avo, pasture raised poached eggs, snow pea tendrils, Ruby’s kimchi and black sesame seeds. You can also get this with a bacon, or mushrooms for the vegan option. We also loved the Green Chicken Power salad (gluten free) with smoked pasture raised chicken breast, roast pumpkin, brown rice, green leaves, pickled zucchini, feta, chimichurri dressing and a house made seedy cracker. A fulfilling and enjoyable dish. The cafe also focuses on giving back and supporting others in need. The day we were there, they were promoting a 'bush regeneration dinner' to support tree planting in Batemans Bay. With an environmental focus, they also have solar power on the roof, biodegradable packaging and they donate any unused food at the end of the day with Oz Harvest. We love everything about this place and certainly are keen to revisit next time we’re over that side...