Kebab Factory — Restaurant in Vincentia

This establishment seriously needs to improve its food quality and customer service. As it stands, we cannot recommend it.

I had a very disappointing experience at Kebab Factory. When I requested the kebab roll to be cut into smaller pieces for easier eating, the owner responded rudely, implying I was trying to save money and insisting it wasn’t their standard practice. While they ultimately agreed, the attitude was unprofessional and harsh.

Additionally, I specifically asked for no chili sauce, but the wrong sauce was added to the roll. The kebab itself was poorly prepared — the meat was not rolled properly, and the wrap wasn’t heated thoroughly.

In another order, we requested a chicken mixed plate but received mostly French fries, chicken skin, and sauce, with barely any chicken. It was such poor quality that we couldn’t even eat it and had to throw it away.

We are extremely disappointed by the owner’s dismissive and condescending response to our concerns. Instead of addressing the issues with professionalism and empathy, they chose to deflect blame onto us and imply that our request was unreasonable.

First, comparing our request to supermarket practices is absurd. This is a service-based food business, not a grocery store. Our request to have the kebab cut into two pieces was for convenience and cleanliness, not an unreasonable demand. Instead of accommodating or politely explaining their limitations, the owner responded with unnecessary hostility.

We noticed that the owner was cutting the kebabs into two pieces for other customers.

Second, the implication that we should have called for a replacement instead of writing a review is another deflection. If the service had been handled correctly in the first place, we wouldn’t have had to reach out at all. Additionally, questioning our experience and asking for “proof” is insulting — as if I would fabricate my complaints.

Lastly, the tone throughout the reply was unprofessional, making it clear that the owner has little regard for customer satisfaction. As someone who values good service and respect, I cannot recommend this...

Ordered 4 pizzas a Sucuk pide and a side of chips. Spent about $160 on all the food. Staff were friendly but had to repeat order twice over the phone with two diff people. Did not expect to spend that amount of money just on bread. The pizzas were doughy beyond belief and very thick. The toppings tasted and smelled stale and had a off putting taste to them, specifically the meat feast pizzas. The pizzas did not taste very nice and just had too much dough, not nice mouth feel and toppings. Just did not meet expectations. High price for less than mediocre meal. We ended up throwing most of the food out. I unfortunately do not recommend this place for food.

Edited reply to owner's comments: We are not usually this critical of food we eat at various restaurants or take away places. Usually with customer feedback some businesses try and improve processes and their food offerings to maintain a repeat customer base. Although you have apologised for our experience, it feels like a fauxpology. You have conveniently shifted blame onto us as your customers. I'm not sure how your response justifies the bad quality and taste of food such as having a tomato base instead of bbq on a meat lovers pizza. How would this impact the quality of meat and stale dough? Plus I don't think it would do much to improve the general taste of the pizza, regardless of a thin or thick crust. The flavour and taste of pizzas is never really impacted if it is of a good quality even if you eat it the day after (which a lot of people do). Unfortunately your food does not live up to those standards. Your reply just shows that you don't really care about customers that spend money at your store and are happy to reject and not act on feedback provided. I'm still hopeful that this feedback could be used to better your business offerings of food. P.S. this is not the first time we have ordered pizza from a place that specialises in that type of cuisine. Also this is coming from someone who has worked in the food and hotel industry for the better part...

Bad service, average food. I should have checked google reviews prior entering this shop! The owner made a mistake with the order, and he got defensive pointing that it was our fault. It seems that they printed the same number for multiple orders, hence the mistake. Instead of apologising he kept on pointing out that it was our fault, only to find out that he gave me someone else’s order. My wife got extremely upset, to what she raised her voice to him, and he told her, and I quote “I don’t work for you, leave the shop”. He then said he apologises out of politeness, which is not good at all, as he doesn’t believe it was his fault from the beginning.

These days the quality of service is as important as the quality of food, and you cannot have one without the other. The kebab was average, so I would recommend other options around this area, which are tastier, and better.

Also, please be mindful before you take and drink any cans, as all the cans we grabbed expired in 2019! When questioned about the can of drinks that expired in 2019, the owner blamed Coca Cola for putting the wrong best before date. This sums up who is always right when arguing with him!!

It is for a reason why this place only has 3.7 stars. Any other restaurant owners will ensure to improve the service when left a bad review, either through Facebook or google reviews, but he doesn’t bother, because he doesn’t care. Check the reviews before buying anything...