The Roastery — Restaurant in Western Australia

Have been visiting this restaurant for years with my husband as we live closeby. Decided to bring my parents and kids here as they came over to visit and I was very disappointed with the service this morning.

Came in and ordered around 9am, asked for 2 roastery breakfast one with poached eggs and one with scrambled eggs, 1 eggs on toast with scrambled eggs, 1 ham and cheese croissant, 3 hot chocolate and 2 cappuccino.

When the roastery breakfast was delivered and there was a separate plate of scrambled eggs, I asked what was that for and she said hold on I got the order wrong sorry I will refund you for the scrambled eggs but you will have to go to the counter and make payment for the other roastery breakfast that was left out. My mum went to make payment and asked for the receipt this time.

The roastery breakfast was brought over after awhile and when I was about to start eating, the staff walked back to the table again and said sorry then took away the food without any explanation. Staff brought the plate back to the kitchen and had a discussion with the chef then brought the plate out again to another table.

Went to the counter after afew minutes as no explanation was given to me and I asked for the manager. Manager said "Im sorry but It is not her fault. The refund was already given. The chef left the food on the counter without a docket and staff delivered the plate but the chef did not ring the bell. The chef just wanted to check and make sure that the food went to the right table." I told the manager that this is not right and she said she has already spoken to the staff.

Went back to sit then decided to go back to the counter to get a refund instead as at this point everyone was already more than halfway done with their food but mine has not arrived. Was waiting in line but got called back to the table by my kids as the staff finally delivered my food.

In short, from the manager's response, it is not the staff's fault that: Staff took the wrong order. Staff did not check the docket/communicate with the chef and confirm before sending the food to the table. Food that was delivered to the table was taken back without any...

I've enjoyed this cafe over the years and recently have been visiting this cafe with my friend and our babies, but my most recent experience has left me deeply disappointed.

During a previous visit, I inadvertently brought outside food due to a misunderstanding - I had not eaten all day (due to being a first time mum with a bub) and didn't know my friend wanted to dine and enjoy a coffee from the Roastery. Whilst seated and eating, a staff member politely informed me of their policy not allowing outside food saying "It's okay for today, but for next time please remember". I sincerely apologized - I didn't know.

However, during my latest visit, my friend informed me that the staff member commented, "Your friend's here, did she bring food again this time?" This remark was not only unprofessional but also deeply disrespectful. Why would I bring outside food in after being told not to?

I had every intention of purchasing food and a drink, however after hearing this comment, I felt incredibly uncomfortable and unwelcome. It's disheartening to be treated with suspicion and judgment, especially when I was following their policy and simply enjoying time with my friend and our babies.

As a result of this experience, I chose not to order anything and left soon after my friend finished her coffee. I hope that in the future, the staff (not outing them out of respect) can maintain a more respectful and welcoming attitude towards all customers, regardless of past (and only) incidents. Clear communication of policies is important, but so is treating customers with dignity and respect.

I would appreciate it if the management could address this issue to ensure that no other customers have to feel as disheartened as I did during my recent visit. Personally, I don't feel a need to go back.

** update as management has responded:

Seems like the response to negative reviews is to gaslight. Why would one even make that comment in the first place and assume the worst? Totally not sly to say it to my friend and not...

We visited the roastery Sunday morning for breakfast and was extremely disappointed with the service we received from the staff..

We got there and it took a good 20 mins to get someone to clean the table we chosen... The table was extremely filthy and sticky and now with covid going on we would hav expected staff to be on the ball with spraying down the table and cleaning it...

We than proceeded to place our order... We ordered the French toast and the feta egg scramble - - - I specified at the counter no chorizo on the egg as we are vegetarian... However when the food arrived it had the chorizo on it... When the waitress came over I told her we don't eat meat and she said U CAN JUST TAKE IT OFF..!!!!! I told her no i will not do that because I don't eat meat and she went in to the kitchen to find out and returned saying there is nothing they can do...we asked her to remove that food from our table and throw it away as we won't be eating it. (we had paid for it)

We required more plates and cutlery and the plates were FILTHY... Every plate we received had specks of food stuck on it!!! We mentioned this to the guy who brought it over, he really didn't seem bothered by this....

The coffees arrived long after the food had arrived... And was not even hot!!

I will not be visiting this place ever! And I will be reporting the cleanliness state to the right authorities to deal with!

I have sent the roastery a message of of the same context on Instagram.. Which was viewed and not...