The Big Strawberry — Restaurant in Victoria

Edit part 2 (in response to owners response) Worst customer service I have experienced in my life.

We ordered simple burger, kids burger and Devonshire tea with two scones.

After 45 mins I had to enquire why our meal had not been delivered to our table. I was informed that it was sent to another table and they were making a fresh order.

After 55 mins we had the meals delivered minus the tea pot for the Devonshire tea.

Burgers were average but the scones were rock hard as if they had been microwaved.

We finished the meals and I went to speak to "Darren" (possible owner) who was working the register. He told me he did not have time to discuss my lunch issues and he would call me in a few hours.

My wife also tried to discuss this with him and he pointed to the door and told her to get out and never come back.

Not even an apology for the lateness of our order.

We will never go back out of our choice not his. We will also let as many people as we know how poor the experience was.

Utter disrespect to paying customers.

And no we did not get the tea that was paid for.

Edit:

So I actually got the phone call that was offered later in the day. Honestly after being shown the door the way we had I did not expect it.

Once Darren realised who he had called and that I had left the negative review he once again became abusive calling me a keyboard warrior and piss weak. He also had another few choice comments about my wife and once he started swearing at me I ended the call.

He said he was going to offer a meal for the trouble, but we won't be back.

If only he had given me a few minutes and been apologetic at the time. I guess some people are not cut out for customer service.

Just to correct some of your “facts”.

We sat at table 2 due to it being empty. When I did our food order I was asked if our child was to be playing in the playground, to which I replied no. I was asked to move to table 37 as tables near the playground were for customers wanting to keep an eye on their children in the playground. Darren asked us to sit at table 37, which was taken by another family before the table had been cleared and we had a chance to get there.

I promptly explained this to Darren who quickly asked a staff member to change to the order in the kitchen to table 26 which we were now seated at. Thus, staff should not have needed to search for us for 10 mins. After asking a staff member to check on our order she told us that our food had been delivered to another table and the kitchen was preparing fresh order. The scones were the issue with the food being rock hard. And yes, I said the burgers were average as I have had better, and I have had worse.

I waited for 4-5 mins patiently to discuss things with Darren and after several customers’ orders were taken, he asked me what I wanted. I asked for a few minutes of his time to discuss lunch. The instant response was “I don’t have time for that.” Not even knowing what I was going to discuss with him. Again, as I have stated a few minutes of another staff member taking orders could have resolved this. My wife waited in line and did not barge through. By the time she got to the front of the line there was 4-5 customers behind her in line. She did not raise her voice, become abusive or swear. The junior staff were never mentioned, so the threat of Worksafe Victoria is unfounded and without merit. Darren was the one who raised his voice and pointed to the door and told us to “Get out and never come back”

As I have said I did not expect a call after that so yes, I had made my mind up to leave a bad review. At least I gave some reasoning behind the review unlike other recent reviews. You also forgot to mention that he called us piss weak and then started swearing and abusing my wife.

Also a genuine and serious question. I am curious on how much time you, as the owner, spend in the shop watching and listening to what is happening?

Oh, and just for the record, my experience is 30 years of front-line retail and customer service experience, including managing...

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