San Churro Cockburn — Restaurant in Western Australia

I was just here recently. I walk in over 1 hour before closing, yet lights were being turned off. I tried to order some churros, only to be told it’s a 25 minute wait. I ordered a medium hot chocolate and was charged $9. I was handed a small. After waiting a while in line, I was greeted by an unamused staff member. I explained that I ordered a medium, she said “our medium cups are called regulars”, I said “well how much is a regular?” “$9.95, a small is $9.” I was astonished that the difference was only 95cents. I awknlowedged that I paid for a small but I said to her that I ordered a regular, not a small. I was happy to pay another 95cent to grab a regular, but she walked away before I could respond. I assumed she was making a new one, so I sat down only to be greeted with a sulky “did you want another one”. At this point I really couldn’t be annoying, I just walked away.

In what world does a medium translate to a small? May I add, the name of your cup sizes are not next to your display cups. On top of this, in the time I was waiting to receive my drink, two people had to return their churros because their orders were incorrect. The staff were very moody. Definitely won’t be coming back to the Cockburn location. I’ll also add that the app does not work. I’ve contacted customer service, to no avail. I’ve changed my password, tried logging in but it always says that my account doesn’t exist, yet they could email me a link to change my password. All of this would have been avoided if your app and website login portal worked and I could simply order online. Given the prices, the place is a joke. Customer service is...

Been here a few times now and while the churros are always nice, I find the restaurant to be unclean. Firstly, tables aren't cleared quickly and always seem to need a clean (usually sticky, or spill still visible). Secondly, I find the water cups to be dirty (seem to be half washed).

My other issue is related to the menu pricing (related to San Churro as a whole, not the Cockburn store): On my latest visit, I ordered a hot chocolate (menu price $6.50) and was offered to put it into a mug (I assumed +$1 as the menu states). Then when the order went through it was charged at $9.80 - now it was a public holiday so I knew there was a 15% surcharge, but this still seemed a little high. I returned to my table and when the drink was dropped off I queried the price. The waiter agreed that the price seemed too high even for a public holiday. He then went to query with the manager and returned to tell me I had been charged correctly and that the mug upgrade applied to a regular size beverage and they don't list that price on the menu. It would have been nice to know this from the start so that I could make an informed decision. I feel by not listing all beverage prices on the menu that you are providing a bad customer experience when this sort of thing happens.

Edit 1: to who ever responded to me, I would prefer to keep correspondence public. Can you please reply...

Unpleasant Experience at San Churro in Cockburn

My recent visit to San Churro in Cockburn was exceptionally disappointing. Upon arrival, my family and I were greeted rudely, setting a negative tone for the entire visit.

The tables were in a deplorable state, covered with dirty dishes. When I requested that they be cleared and cleaned, I was informed that this could not be done due to a lack of available staff, despite the establishment being only partially occupied with no apparent rush.

The menus were another issue: they were sticky and stained with food and chocolate. When I asked for clean ones, the response was dismissive and unprofessional.

Our order consisted of four coffees and a share box. Regrettably, everything was served lukewarm. The churros were broken, chocolate was spilled all over the box instead of being served in bowls, and some strawberries were moldy. We reported these issues to a staff member, who merely apologized and did nothing to rectify the situation.

As someone with extensive experience in the hospitality industry, I found this level of service unacceptable. If I were the owner of this establishment, I would be both disgusted and...