XS Espresso Moorebank — Restaurant in Sydney

My sister had a medical emergency on March 17th and it was handle extremely poorly. Random people off of the street were the ones to help and call the ambulance rather than the owner & staff. The store also didn’t know the address of the store which delayed the ambulance significantly. I called the store that same day to discuss my concerns for customer safety - the owner/manager was rude and had serious attitude she told me she didn’t have any first aid training and didn’t know what to do in a medical emergency (by law they need to have a first aid kit and at least one person with first aid training). When I also spoke with the manager she took no responsibility for her lack of action and said “I gave her alcohol so she could breathe” (not sure how that was meant to help) she also said “no one expected that to happen” that’s quite literally the point of a medical emergency but the fact that there was no duty of care is the most unexpected.

To make matters worse, they wouldn’t refund my sisters for the food they hadn’t even finished making yet. Better yet they continued to make it DURING the medical emergency and handed it to the paramedics in a takeaway container. When I questioned her about this and asked why it wasn’t just refunded she said “they didn’t ask so I didn’t bother, but I would have if they did” They are 12 and 13 year olds in a distressing medical situation and she expected them to have the mind to ask for a refund? Rather than offer it in the first place because they ate none of it!

We’ve spent hundreds easily with this company and I’ll gladly not spend a dollar more. I have been chasing their head office since the 17th of March for a response and refund and they constantly avoid me and ignore me and then try to gaslight me by saying I’m the one to ignore them when there’s no evidence of phone calls or emails from them. It’s May 21st and I still have heard nothing. The response is beyond a joke and the lack of customer service and customer retention is horrendous.

This whole situation is quite distressing to say the least as I would hate to imagine what would have happened if those random passerby’s were not there. Everyone needs to be aware that these are the kinds of irresponsible and non compliant people you are waisting...

I’ve been a regular visitor to this café and never really had any issues in the past, but something felt noticeably off on my recent visit. I’m not sure if it’s under new management or has new staff, but the vibe has definitely changed.

We weren’t greeted when we arrived – no smiles or friendly energy from the team, which really impacts the overall experience. Hospitality is a big part of what makes a café welcoming, and unfortunately, it just wasn’t there this time.

Both our coffee orders were wrong, and when we brought it up, the response was simply, “I didn’t charge you for that,” – no apology or offer to remake it. It felt dismissive and lacked basic customer care.

Worse still, my friend found mould on one of the chillis in her dish. While the (I believe) owner was apologetic and offered to remake the meal, by that point, her appetite was gone.

Another customer beside us had a similar issue – he ordered eggs and bacon but only received eggs. Again, the same line from the waitress: “I didn’t charge you for bacon.” It felt like no one was really listening when we ordered, and the staff weren’t trained in how to handle these situations with care.

It was a disappointing experience overall. Looking through other reviews, it seems this isn’t an isolated incident. There appears to be a pattern of poor communication, unfriendly service, and a lack of staff training – all of which we unfortunately...

By far the worst experience I had at a cafe. My partner and I visited this cafe just this past Saturday. The staff there wasn't as welcoming as we expected. We were told to scan the QR code for the menu and order at the front counter. When we ordered at the front counter, the girl that served us at the counter seemed unbothered and does not have a professional working aspect. She was very short and blunt with the way how she spoke. We ordered 2 savoury, 1 dessert and 1 coffee. I was already taken by surprise that when I placed my order, the girl did not ask if I wanted my dessert to be served later on or not. So, I did not think anything of it. It is pretty common that desserts are to be served after your savoury dishes. However, the dessert came out before the coffee! How ridiculous.

We asked them nicely if we could have the dessert for later, and if that wasn't possible, at least have the ice cream in for later. We didn't mind having the dessert cold, we just didn't want the ice cream to me all melted. One of the waitress took the dish away and did not bother to say anything else to us.

We then had our coffee and savoury dishes. We then asked for the dessert. Whilst eating the dessert, we found a piece of plastic that was in there. We were both disgusted and had stopped eating and left.

Would I come back to this place? No. Would I recommend this place to anybody?...