San Churro East Victoria Park — Restaurant in Western Australia

This incident is from our visit to San churro on 22 September 2019, time 10:40PM. Door was open when we drove past it and parked in the spot right next to the store. As soon as we walked to the gate, which was barely 1 minute of time, door was closed. We knocked on the door for over 7-8 minutes, and no one paid any attention(or maybe ignored us). We even saw a guy walking right in front of the door and walking back in the kitchen, how hard is it to spot two people at the store gate? I called at the store number, twice , I could hear the ring, my friend could hear the ring and we saw them ignoring the call. Finally after 10 minutes a staff member came to us and said that we are closed and will not serve us. I replied that how can the store be closed before 11 as it says outisde, store timing till 11 PM. He didn't even apologise, rudely replying that we should call and check if the store is operating. I'm standing right at the gates and can hear the phone, yes sir, I did call, but you were too ignorant to answer. After that another staff member came, a lady, who was so rude and arrogant and didn't even care about accepting their rude behaviour and apologizing. I told her that I'll write an email to store manager, she said that you should do it. I came back home and wrote an feedback on San churro website, to which they said that their staff was not rude and they did not hear the call ringing cos of music playing. I told them that I will share my experience with all of my friends, to which the store management replied that, they are good at profiling people so they know what kind of person I am, mentioning that I am a "millennial Prince", I don't know many people in Perth, cos they checked my Facebook profile. Even mentioning that they will send me a letter of defamation so I should contact my lawyer. Topping up, they said that I should not visit their store and I am banned from it. First they be disrespectful with their behaviour, secondly they say that am lying, social profile me and then threaten me by sending letter of defamation. This is not how a manager professionally handles a situation. I was infuriated by their response but then I checked the other reviews and found that they are rude and ignorant, banning people who express how they were treated...

Churros came served in cartobboard with no cuttlery. I asked for ruby chocolate dip but they didn't have any supply. Staff would yell the name of each customer to pick up the food!!! No table number system as everywhere else. We asked for tap water twice and waitress said they don't serve any (beside seeing another waiter washing his hands under a tap). No justification was given except for "I am sorry we don't serve it just bottled one". I believe it's inhumane to deny a glass of tap water having a tap just behind you. Definitely won't be back in Vic Park.

Answer to management: It's funny how you talk about covid restrictions as if I was complaining about the absence of the water station, which I wasn't. If you read my last lines, I have said that the waitress refused to fill out a glass of water even if she had a tap just behind her and even after I said that I saw the tap so, could you please fill a glass up? I was denied that courtesy. Now, the gesture of grabbing a bottle of water and give it to the customer doesn't involve less "touching" than the action of filling a plastic cup with water and give it to the customer. The two actions are exactly the same and both involve touching, just one costs money and the other doesn't. I am well aware of Covid and am not minimizing the gravity of it. But can you please explain in which way denying a glass of tap water would prevent the chance of spread of the virus? Instead bottled water doesn't? Come on, it's absurd to use this excuse to maximise your profit, because if your focus was covid you wouldn't serve neither tap or bottled! Anyway, I have been to Chocolataria San Churro in Fremantle and even if they don't have a water station there, they do give you a glass of tap water if you ask. Is this because they care less about covid...

My friend ordered us drinks and forgot to ask for alternative milks (because that’s what can happen when you’re tired). I went up to the counter to get it changed and explained that she’d forgotten to ask for it and obviously we’d need to pay the difference. The man I spoke to then gets me to pay an extra $3 and of course I asked how much they charged for alternative milks. To which he said $1 and then said he’s charging me $3 because they have to make it again. Never have I heard that in any other establishment but it’s your business so no problem, I just didn’t want to deal with the consequences of having full cream milk. I go to sit down thinking that’s ridiculous and decided to scan the QR to see if what he said was true and it wasn’t. I don’t care about how much extra I need to pay for not being able to digest full cream milk, but don’t go over the top and make up prices because the drinks had to be made again, and with an attitude. I sincerely hope he wasn’t the manager because wow!

The drinks ended up giving us issues anyways so that’s the last time for me at this one. The worst customer service I’ve ever experienced. And please don’t say your staff work 2 or 3 jobs because that’s not the customer’s...