Volcanos Steakhouse Parramatta — Restaurant in Sydney

What a dissapointing experience. A long strand of hair was found in our mushroom sauce, and the staff at Parramatta were very rude when we brought it to their attention. We understand that mistakes can happen in the kitchen, but it was the staff response that made the situation even more worst.

What Happened: After seeing the social media posts of Volcanos, i was excited to try it out and have my birthday lunch at the Parramatta location. However, the food and service experience was really poor.

I ordered the Scotch Fillet with Surf & Turf, which was heavily over priced and unfortunately subpar. The pink sauce that came with the surf & turf wasn't great and the quality of the steak was underwhelming. A prepacked sctoch fillet from coles cooked at home is better quality. To pay nearly $100 for this meal was ridiculous, when an equavilant pub meal at $30-40 would be more satisfying.

In terms of service, we couldn't believe how rude the staff were. My partner found a large hair in the mushroom sauce (that was ordered as an extra side) so we raised it politely with staff. The waitress that served us was argumentative from the get go and did not apologies. Instead, she told us that we shouldn't have an issue with it because the hair was a mushroom hair (despite having a hair follicle). The waitress then quickly took the plate before we had a chance to take a picture and came back to tell us that the chef was going to remake the meal for us. However, we told her not to worry because we felt turned off by the mushroom sauce. The waitress was rude in her reply, stating "well they've already started to cook it"..

When the remade meal was given to us, the same waitress tried to argue with us again, repeating that it wasn't even a human hair. She then stood close to our table with other staff, while whispering and stairing at us during the rest of our lunch.

When we left to pay, the same waitress was standing with the manager who took our payment, and was smirking at us. The manager asked how our meal was and we told him that mistakes can happen in the kitchen, but it would have been more appreciated to receive an apology rathar than have staff smirk at us and argue with us. The manager literally just replied with "OK" and did not apologies at all, then proceeded with charging us for the extra side dish mushroom sauce.

Extremly dissapointed in the experience, considering we were polite to the staff and received attitude from them for no reason. We raised this complaint with Volcanoes Head Office, however, received a generic response from them with no action to address the situation.

RESPONSE TO REVIEW BELOW

Hi Clare, Great to see the gas lighting coming from you too (the owner). Maybe if someone in your business can learn to take on customer feedback in a polite way, it wouldn't have eventuated in a google review.

Clearly your approach to customer service has filtered down through the business. Which is fine, your business, your...

Finally went to Volcanos Steakhouse Pattamatta today. Must say, one of the best meals I had during my trip at Sydney.

We ordered the meat platter which had beef, chicken, and lamb and a lot of fries.

The beef was probably the best, so tender and juicy. It melted in my mouth and had a lot of favor. The lamb was pretty good too especially the ribs. Chicken was good too but I prefer lamb or beef so that won the flavor game. If you like chicken then probably the chicken skewer was better than the chicken fillet.

The fries were really good. We had ordered 2 mocktails and the dark knight tasted so good. The other one was good too.

We had ordered an extra onion rings, and they tasted good too. The meat platter comes with 3 sauces, we ordered chimichurri, creamy mushroom, lava sauce. They tasted really good, the only thing the sauce portion was less.

Viola was the amazing staff member who was so friendly and she did a briliant job. Definitely a huge shoutout to Viola for being brilliant.

So a note, if you are a bigger group, make sure to reserve. They are swamped which shows the quality of the food and service.

Some quick suggestions to the owners, even though i loved the place, the food and the service. Maybe look into increasing the portion size of sauces Think of serving with a bit of rice salad and fries because people would love a diverse mix. Working on the presentation a bit as the look did a bit of unjustice to the dish.

Would I visit again, definitely yes! Highly recommended if you are looking for a...

The food was great, but the rest brings my experience down. Firstly, this venue serves zero alcohol - which is totally fine, had I known beforehand. My husband and I are starting to appreciate a more refined calibre of fine dining when we holiday and a steak venue sounded perfect for this - plus their amazing seafood options. Only, we would've loved to pair our dinners with a wine, or had a scotch as we'd met up with old friends. Had I have known, I would've simply booked another restaurant on this alone as I think "steak, seafood, pasta, all pair well with wine". I wish it had been advertised in the booking rules online as I definitely didn't deep dive into the FAQs or anything.

Second to that, we had amazing service from our server staff. In fact, all the staff seemed very attentive. VERY. To the point 5 different staff members interrupted us several times each and the table felt as though we couldn't continue a sentence for a period there because we were so continuously interrupted. Glad to know they care, but it was not a great catch up with friends when we were stopped more than 10 times to ask if the food was okay. It was. We just wanted to enjoy it.

I would recommend it if you were eating solo and happy to pay for luxury meals with no pairing alcohols, which is absolutely okay and I support dry venues. Sadly, it just wasn't what we were...