Barwon Heads Fish & Chips — Restaurant in Victoria

After calling and making a phone order at 6.30pm, I had gotten my brother to collect the food. Miscommunication occurred and he thought it was at the Warralily fish and chips shop. I managed to call him and get him to turn around. At this point it was 6.50pm and the shop had called to see how long we would be however I explained my brother wouldn’t be long- the line then cut out due to poor service on thirteenth beach. My brother got there at 7 minutes past seven. He tried knocking on the window (bearing in mind it says the shop closes at 7.30pm) the owner then comes out aggressively shouting at my brother saying if it had taken him this long to get here then we shouldn’t be here- implying we are breaking covid restrictions. He didn’t want to listen to him and said he had thrown the food out and was so aggressive and angry with my brother. We will never go here again and will definitely be going to Slippery Mackeral in Warralily from now on. A disgusting attitude from him and terrible customer service given we are trying to support small businesses during a tough time and this was an innocent mistake. Perhaps if you close at 7pm you should change your closing times online to 7pm rather than 7.30. Definitely should have read the other negative review which sounds very similar before ordering this evening.

FOR CLARIFICATION: we live on thirteenth beach golf course. 10km from Warralily fish & chips and 5km from Barwon Heads. No COVID rules were broken here. When we generally get fish and chips, it is from Warralily on the way home from work. As stated, it was miscommunication and your reaction was not justified...

Hands down THE WORST CUSTOMER SERVICE I've experienced. We stopped by here on a lovely Thursday night to grab a couple of fried dimmy's and potato cakes. Having not examined the front of the building JUST IN CASE this establishment happened to be "online ordering only", we wandered inside to place an order like any other fish and chip shop I've EVER been to. After standing there for a couple of minutes we hear "do you guys know what you want?" come from somewhere down the back of the shop. My partner and I looked at each other as we didn't know if this question was being barked at us however we knew what we wanted so I yelled back "yep" to which the voice responded "good". An older bloke came out in a huff and took our order, I asked if we were doing something wrong or if he was just having a rough afternoon to which he responded "I don't know". Well ya clearly did know and what you should have said was "Sorry guys we are actually an online ordering only shop and we usually don't take orders over the counter". If you're going to own a F&C shop on the main street of a coastal tourist destination, better learn some people skills. I'm sure we weren't the first and I'm sure we wont be the last people who don't examine the shop front for possible signs saying "don't come in to order" before doing exactly that.

If you've read this far and are still considering visiting this establishment, the dimmy's and potato cakes weren't actually too...

THEY DO NOT TAKE ORDERS IN PERSON, only online. Came here with 3 other people, we ordered 4 pieces of fish, ‘small’ (emphasis on small) chips, a couple nuggets and 5 potato cakes. It cost us $75 all together, which is expected from a joint in the beach area. However we have never seen such stingy portions and rude customer service. I could not add photos of our ‘small chips’ that we were given, and yes there is a potato shortage but you’d think customer satisfaction would be of some importance to this fish and chip shop. My boyfriend was also rudely shoo’d away when he went to enquire about the order (it was after the timeframe we were given to pick it up) saying they would call his name out when it’s ready. Didn’t even try to rush them and was yelled at.

We are so displeased that we will not be returning customers.

Edit in response to reply: We all understand the shortage of potato and the skyrocketing price of it, however 3/4 of us work in similar industries and the solution of raising the price and lowering the portion doesn’t seem to be working out. We also understand being short staffed and that is not the issue. There is no problem with being online only, this was actually smart in allowing staff to best use their time in preparing orders. It was the customer service and actions/rudeness of the staff that were...