The Sugar Grill Cafe Te Atatu ALLPRESS COFFEE — Restaurant in Henderson-Massey

Ordered the vegan breakfast, which was labelled as vegan on the menu. I also confirmed with the staff at the counter that it was vegan. I had been here before multiple times with no issues around ordering vegan food. It used to be my go-to place on the peninsula.

My food arrived and I took a bite of what I thought was fried tofu. It was halloumi. I took it to the counter and confirmed it was halloumi, and asked why as I had specifically ordered a vegan breakfast. Three staff members looked confused and asked me what the issue was. I had to explain to them that halloumi was not vegan as it was dairy. They scraped off the non vegan items and returned my original plate with some plain toast (actually it was more just bread) and the same now questionable pesto (which I didn’t eat).

I am concerned that you are labelling things as vegan when they are not vegan at all. I am upset that I took a bite of something which will make me sick. It’s likely not those individual staff members fault, but you need to ensure that they are aware of the difference between vegan and vegetarian. And you should not be adding allergens to a vegan labelled meal without making this explicitly clear.

I’m really disappointed with the service today, and I will be unlikely to ever come back which is sad because I used to really like this place. It’s definitely gone downhill from what...

Thank you for realizing you have the wrong person

I dont want to get the description wrong, yes I should have addressed at the time so that's my mistake

But No, the staff member shouldn't be fired solely for being rude to a customer. However it's important that management provide customer service training or coaching can help the staff member improve how they communicate and handle difficult situations. Everyone has bad days, but support and guidance often changes things for the better.

Once again have a great day !

Edit AGAIN. You've changed your reply about giving a 14 year a job. Orginally you wrote 19 yrs old but now 14? My daughter has NEVER and will NEVER go to your establishment. You have the wrong person. I wrote a review based on my experience as have many below but im the only one you want to come at. Have a great day!

EDIT. Ive added more below as YOU SEEM TO BE REPLYING TO THE WRONG REVIEW. MY DAUGHTER IS 14 AND IS YET TO HAVE A JOB. SO IM UNSURE WHOS DAUGHTER YOU ARE TALKING. BUT AFTER SEEING YOUR REPLY IM GLAD ITS NOT MINE.

Gone down hill fast.... Also treat people better - i witnessed a staff member being extremely rude to a customer. Very unnecessarily too. 100% know some customers...

Unfortunately I had a terrible experience involving their managers lack of customer service.

I ordered food and coffee and after an hour of waiting I went to check on the order to find the ticket was accidentally not sent to the kitchen. "No worries", but the way in which the manager proceeds to ask whether we still want the meal, since others on the table had finished eating their meals.

It still needed to be cooked and prepared, and when it came out there was no apology or acknowledgement. Even just an offer of a free coffee or perhaps a discount or anything would have sufficed. It just felt really rude. I went on to ask politely if there would be some kind of discount considering it was over an hour of waiting, everyone else had finished their meals. The manager abruptly says "sure" then walks away, comes back with $2.50 in coins and slams it on the table in front of me, as if I was way out of line for even suggesting this.

When paying pretty high prices it would be nice to receive a bit of customer service, but this place offers none when it comes to the manager.

Would...