San Churro Miranda — Restaurant in Sydney

I had a terrible experience with the take-away service here. I came in on Wednesday night craving some desserts, and the churros were so good that I decided to get some to take home to my partner. However, I don't live nearby, and when I ordered the takeaway, I was handed an open paper tray with the sundae and brownie all already mixed together. Nothing had a lid – no lid on the sauce, no lid on the container, and it was all just in the same paper tray. I was shocked, especially since I’ve worked in dozens of restaurants and have never seen takeaway service like this before.

I spoke to the guy who served me and asked why there was no lid or proper packaging, and he simply said, "Just carry it and take it away." I asked for a lid or something more secure, and he rudely said they didn't have one. After some back and forth, he finally gave me a paper box, but the sauce still had no lid, and everything was still mixed together.

I went to the counter to speak with another staff member, who was much nicer but still confirmed that this is how their takeaway works. I even asked about Uber orders and how they manage them, and he told me this was their standard takeaway setup.

In the end, I just had to hold the paper tray carefully until I got home, but I really can’t believe that’s how they handle take-away orders. There’s no way this would work for UBER. Not a chance. I’m honestly baffled by this service and really disappointed.

Edit update: looking at owners reply. No apologies whatsoever, issues not responded to correctly. Anyone who orders a sundae as takeaway understands that it will melt. I had three issues exactly and the blunt reply didnt respond to any of that. Your staff were rude, very rude. When asked, “how can i take it as a takeaway with no box or lid”. I was told “just pick it up and take it”. Is that how you want your customer service to be?

If its a takeaway order, its common sense to give lids to the sauce and at least give something to coverup, is it not? Although you did mention that you dont serve sundae in ubereats, but i sure know you provide lids for the sauces in ubereats. Or do you tell them to just pick it up and carry it as well? I for sure saw uber eats with lids on sauces in photos.

I wasnt offered a box, a simple cardboard box which i would willingly pay for, until I confronted that i need something to put the dessert in. I still wasnt offered a lid for the sauce. Meaning, you had these boxes and you still didnt care enough to give them without a...

Ordered churros for one and hot chocolate off of ubereats but due to no delivery drivers I had to pick up. When I arrived I asked for my order and they said they had to make the hot chocolate there (understandable). I sat right in front of the cash register, in plain sight of the girl who I had just spoken too. At that stage there were perhaps 3 orders ready to be picked up in bags in front of her. 20 minutes pass and she has called out 1 order to be picked up so I was willing to wait because it seemed like she had her situation under control and perhaps some of the staff were backlogged with making drinks. Finally I had had enough and me and 2 other parties asked for our orders when we realised something was wrong. The original girl I talked to had made obvious eye contact with me many times and it seemed as though she had just completely forgotten about several other customers while keeping up the "I'm definitely working and not wasting time" facade. By the stage me and other parties finally understood what had happened, she had disappeared to clean tables and another girl had to serve us.

While I love san churros this completely ruined my night and exposed the complete incompetence of many of the staff that work there.

While some may say it is my and the other parties' fault for not simply asking, this girl stood at the register for the majority of the time, was in charge of the takeaway bags, of which by the end there may had been 6 bags waiting, also called out in total 1 takeaway order, when there were 5 people in plain sight waiting patiently who had also went to her asking to pick up there order or place their order. The shop was not understaffed at all. There were I believe 4 or 5 people rostered and none of them realised that something was wrong either.

By the time I got home the churros were cold (I live 10 minutes away) due to the 20 minute wait there, the 10 minute drive home and the 5 minutes of travel time to pick up my order from when ubereats sent the notification that my order was ready to pickup.

So disappointed yet so happy I am not a delivery driver that has to pick up from there. This also explains why there were no delivery drivers available because they probably knew the incompetent staff at san churros were...

The Blonde girl with the ponytail EATING churros on the job, after we waited 50 min for food that never showed up. Crazy.

After a long day friends and I were excited to share some churros at the Miranda store. After walking to the only vacant table, we politely asked if we were able to be seated, in which 2 previous dishes were left at. The waiter kindly removed them and seated us with excellent customer service!

At 8:37 we placed a small order of a Churros for 2 via the table QR code. Patiently waiting till 9:03 (23min), which we believed to be a reasonable waiting time considering the capacity of the restaurant - hence we were not currently concerned.

After some time we noticed multiple other customers being served similar orders of Churros for 2 ( which arrived after us). In saying this, we were now concerned.. maybe they forgot our order? or there was an issue? So we approach the counter to follow up, and was told "yes they should be making it now.. what was your order?".. I politely said in confusion "im sorry, I dont really know how long churros takes" - because I didn't know if (over 30 min) was a respectable amount of waiting time..

After waiting again we re approached the counter and asked for an update we were told "yes we will start making it now".. (9:20) Now more concerned, due to the confused tone of the blonde girl making the food.

We needed to go home, so at 9:27 we approached the counter to ask for a refund if the food hadn't been made, which we believe to be understandable for a 50 min wait time without any actual progress. The same blonde girl with a ponytail, not only was making disturbing faces at us while trying to progress with the refund.. but was EATING Churros at the counter in-front of us.

Not to mention the work space was chaos, For the entire duration we were in the store old food scraps were left on chopping boards not disposed of, the floor was so sticky, and the customer service of those behind the counter.. absolutely appalling. It felt like the place was ran by teenagers with no adult supervision/ any manager.

Honestly so upsetting we love coming to...