The Marsden Brewhouse — Restaurant in Sydney

Do NOT have a function here!! Things will go wrong, but once they have your money, they refuse to speak to you about any issues.

I spent a LOT of money for my Husband's milestone surprise Birthday and the list of things that went wrong far outweigh the good points.

Following our function, I sent a very polite email to provide feedback on things that did not go well on the night, to which I received no response, I then sent a follow up email to Olivia the event co-ordinater and CC'd her manager in Daniel, again no response. I followed up a few days later with a phone call and was told she was unavailable and I left a message. She did not return my phone call.

Olivia dealt with the pre-planning of the function and she seemed very helpful and assured me that everything would be taken care of. Olivia does not work on weekends and the info was handed over to another manager to handle. Olivia promised to take photos of the set-up of the room for me as I couldn't get to the venue prior. This didn't happen.

Things that went right on the night: The band - privately booked by me The photographer - privately booked by me The back drop - privately booked by me

Things that The Marsden failed to do: cake was not on plinth as instructed cake topper was missing ( found at the end of the night under presents on the gift table). We had vegetarians and dietary requirements to cater for. Two mains were meat based, with veggie sides. The veggies were all laid at the bottom of the bain-marie with meat stacked all over the top. Not only could the vegetarians not access the veggies because they had meat on them, the non vegetarian guests have informed me that they didn't realise there were veggies as they didn't see them. -all I could eat on the night was a spinach and pumpkin salad for which I paid over$75 per head. -So many guests commented that the pasta was gluggy and tasteless and the meat was dry. the food wasn't left out for long enough and people were still hungry. I choose the buffet option for $68 per head plus, $12 mezze boards. The food that I paid for, that was uneaten which was a lot, was all thrown in the bin. we were rushed along all evening, I asked prior to the event if I could drop the desserts from the buffet as I had a huge cake. I was told no, so when all the mains were brought out and taken away quickly, it was to make room for their desserts. Guests starting eating those desserts and the cake was then cut ( as it had been brought out so late and only after I asked them to bring it out) we had hardly any photos of this beautiful expensive cake, and I was told that's enough no we really need to cut the cake. I paid $2.50 per head for cakage, and as i knew that because of the extra desserts we would have a lot of cake left over, I purchased little cake boxes for guests to take some cake home. I asked that the venue cut the cake and place the cake in there for the guests. -The cake boxes i bought were missing. No-one knew where they were. We were given a few plastic containers and tried to make do. Then they were discover on the present table under another gift still flat -packed! The venue had agreed to fold them, I offered to do it but was assured that it would be done. So we ended up taking most of the cake home with us. -The welcome sign was outside the room so the surprise was ruined when my hubby walked up the stairs and saw it. The tables were squashed up in front of the band so there was nowhere for anyone to dance. -The backdrop people were allowed to set up in front of the drop down screen that we needed for the slideshow I had made, so we couldn't use that and instead had to show it on a wheel in TV screen. They also held my ID hostage all night even though everything was prepaid, except the bar which i promptly settled at the end of the night. I was told "it's a security thing" to hold my drivers licence and credit card for 4hrs

That is a lot to go wrong in a function that was so expensive, I would expect it to go off...

I am deeply disappointed with the experience we had at this place. In the afternoon, we called to confirm our dinner reservation and specifically asked if dogs were allowed in their restaurant. We were assured they were in the back area of the restaurant. However, upon arriving with my family to celebrate my father’s 60th birthday, we were told by the staff that dogs were not permitted. We explained that we had confirmed this earlier over the phone, but instead of handling the situation professionally, they brought in security to question us, embarrassing us in front of other customers as if we were doing something wrong. Eventually, the manager arrived and informed us that the only place dogs were allowed was outside at the front of the restaurant. This area was far from ideal — it had no heater, was uncomfortable, and was certainly unsuitable for a 7-month-old baby and elderly parents.

Before leaving, I spoke to the manager again, explaining that we had come to celebrate my father’s birthday. Rather than trying to resolve the issue, she focused on figuring out who had spoken to us earlier, stating it was their policy not to allow dogs. This was extremely frustrating, as it was clear the staff needed proper training, especially when handling customer inquiries. Due to their incompetence, my father’s special day was completely ruined. What was meant to be a special day turned into a frustrating and disappointing evening. We had to leave and get takeaway from another place because it was too late to find an alternative restaurant. We drove all the way to this restaurant, only to be turned away. Absolutely shameful!

EDIT- 23/9/24 My response since your website doesn’t allow me to reply your text!

Yes, we had a pram and parked in the parking lot, so we naturally took the lift. I’m not sure why this is even being mentioned are customers not supposed to use the lift?

As for your staff, who you’ve clarified are call center employees, it’s interesting that they’re neither trained to provide correct information nor able to book tables when customers request them. Perhaps that’s an issue worth addressing instead of trying to deflect blame?

I’m also unsure why you feel the need to explain that your security and manager informed us that dogs weren’t allowed, this was exactly my point. “The problem is that your staff is providing incorrect information to customers.”

I hope you’re aware of the significant difference between your cabana and the front area. The front is completely open, close to a main road, and exposed on all sides, while the cabana is more of a deck/open terrace. (In case you’re not familiar with your own venue, much like some of your staff.)

A reasonable resolution would have been to review the call center footage to identify who gave us the incorrect information,we even showed you our call history. Instead, you seem more interested in how we entered the restaurant. An ideal restaurant will make sure that customers are being looked after specially in situation like this they will get a table with a heater to make sure they are warm and comfy.

It’s quite something to expect customers to know a policy that’s been in place for two years while failing to train the staff who are supposed to inform them.

Yes, we left at 7pm. Some people eat dinner earlier than others. Using this passive aggressive tone is not gonna let you grow. It’s sad I have to...

All I can say tonight was definitely unbelievable and unforgettable experience. My Husband was lining up on the bar to buy a Jug of beer and one of the Bar tender was flirting with few girls which totally fine and non our business but what's not fine and disrespectful is when it was my husband turn to be served the bar tender (Jeremy) was to busy chatting up the ladies so he told my husband to go back to the line and wait for his turn even though it was his turn. My husband moved and done exactly what the bar tender asked him to do and when it was his turn to be served by another person my husband asked for his name because he wanted to give feedback to management tomorrow. The bar tender got defensive and came to my husband asking why do you want my name to ruin my name? My husband responded I wanted to pass on my feedback because it was not nice what you did. But then my husband said that's fine miss understanding shake hands with the bar tender's and walked to his table. Then one of the security guards came after my husband after speaking to the bar tender which I don't know what he said to him and the security guard said to my husband you need to leave with an attitude and disrespectful tone and raising his eye brow at my husband. Then my husband said why I didn't do anything or disrespect anyone and all the security guards came and stood with my husband because they know him and know his never done wrong by anyone in the past and if anything his beyond to nice and clearly, they picked on the wrong person. My husband said I will be definitely taking this further and my husband and his client that was with him are local customers and deal with most of the businesses in the area and knows all the security companies around. We will be definitely taking this further regarding the bar tender and his behaviour and most importantly the security guards will need to be fired or moved immediately please.

We are a regular customer who comes around 2-3 times a week sometime because of work meetings that my husband arranges with clients. Been coming to the Marsden Brewery House for the past 3 years and never had any issues with anyone and everyone knows us and greet us with love from the minute we enter because of the good relationship we have built with staff members and security guards. My husband Owns an Insurance Company and the disrespect he got and the behaviour he saw from your bar tender and the security guard was not needed especially when he didn't do the wrong thing. I'm sure your security cameras will show everything and you will see my husband did not start anything and it was the bar tender and then the security guard that thought he was on a power trip. So disappointed with Brewery House staff members and...