Rail Trail Cafe — Restaurant in Victoria

Every year we go to this cafe and usually have a good experience. This year I ordered a breakky burito with sausage and hash browns etc. When it came out I had received the wrong one. I told the first waiter I found who couldn't help, neither could the second, both were very young, then an older woman came out and said the wrong thing had been ordered and insisted it was my fault and that I must have ordered the vegetarian burrito and there's no possibility the error was on their part and basically told me to accept the wrong meal. I confirmed again I wouldn't have ordered a vegetarian burrito when the one I wanted had sausage it and told her she could check the recording if she wanted to, apparently she listens to everything over a baby monitor?! She then walked off to speak to someone else and came back to tell me they decided they would make the correct one but they would put it at the back of the queue and it would be a 25 minute wait, I assume to punish me?? After 40 minutes it still hadn't arrived so we went to enquire about it and it hadn't even been sent to the kitchen, so after over an hour from ordering we asked for a refund and left with no meal. It's busy, staff are busy I get it, mistakes happen, but please don't blame the customer for it and turn it into a horrible experience. I recommend triple checking the order has been entered correctly with all the right ingredients to try and avoid a similar experience. There was also no soap in the disabled bathroom...

I've never left a bad review and it honestly doesn't feel nice leaving one. But today I've experienced a really poor customer service.

I honestly thought it was strange that half way through making our orders the chef walked out and complained to the poor girl at the counter about the orders. Not quite sure what she'd done wrong? After placing orders for 8 family and friends we received half of our orders that weren't what we'd ordered. We kindly said I'm sorry, but that's not our order and the girls serving us did a great job in trying to fix it. But unfortunately, the chef decided it was bad luck and we were stuck with it? I said it was okay, it was just a matter of fixing the order and was happy to explain to whoever was in charge. Then was told no one was prepared to speak to us about it? I actually felt sorry for the young staff I was trying to work it out with.

Not sure how that works when you make a simple request off the menu board and receive something else?

Unfortunately we left left very disappointed as we couldn't simply eat what we'd requested and paid for. And ended up sharing the other half of our orders?

Thankyou to the girls for trying really hard to help. The star is for you. Otherwise I'd say no stars.

I don't expect a refund or anything. As we simply...

Worst Customer Service Stopped in Porepunkah for a meal at Rail Trail Cafe, as I had heard great reviews about the business. Was very disappointed after we ordered, I had asked for one of the only tables free to be cleared from mess and dirty dishes. We were then told we could sit at the table when it was cleared, but the employee couldn't be bothered to clear it or ask someone else to clear it.

We found another cleaned table but with no chairs, we went to find chairs that weren't be used but were then told the boss said we couldn't sit there. I understand it was busy but somebody should have directed us somewhere to sit.

Very poor hygiene practices in place in the cafe, with the front of house employees with long untied hair whilst serving food. As well very sure this place had not followed the maximum seating covid restrictions. We gladly asked for a refund.

Thankful we found some friendly and great customer service in Bright. Will not be returning back to Rail...