Oma — Restaurant in Māngere-Ōtāhuhu

I have contacted the cafe manager many times from this morning to complain, but I have not received any response, so I am writing here.

This morning I ordered a hot drink at this cafe inside the airport. After waiting for about 15 minutes, even though the cafe wasn’t busy, my drink hadn’t arrived, so I asked the staff politely: “Is my drink coming soon?" As soon as the staff member heard my question, she got angry and replied: “You just ordered it now! I’m making it now!" When I said again, politely: “No, I've been waiting for over 10 minutes," she handed me a drink and said, "You ordered it 4 minutes ago!" I got my drink from her and said thank you to her, but she ignored me. Again I politely asked her: “This one's extra hot, right?'' She just nodded. It was as if she couldn’t be bothered to even reply.

After I sat down and started drinking, I realised that the drink wasn’t hot, so went back to her again, and told her that it wasn’t extra hot or even very hot, and that her attitude earlier was very rude.

She changed her attitude a little and started remaking the drink, but the young cafe staff who was hearing us, glared at me with an extremely angry look on her face and said to me: “You ordered it only four minutes ago!" She rolled her head and sighed continually while I was trying to explain. This behaviour towards your customers is staggering. Without listening me, she continued to stare at me as I spoke.

As I am generally very patient, this was the first time I have complained to any cafe or restaurant for slow service. I only ever politely asked the staff about the long delay and received this rude and unproved response. How are your staff trained in dealing with the public if at all?

As I previously mentioned, I was waiting for about 15 minutes. During this time, my own client was waiting for me and I had to text them to let them know about the delay. If it had only been 4 minutes, I wouldn't have even sent an apology message to my client. Please check my payment translation details between 6:30am to 7am. You can find what time I ordered and paid, then you can find actual time I was waiting if you see what time I have sent my client the message.

The worst experience I received from these people was the young staff member glaring at me, and acting in the most rude manner I have ever treated by anyone.

I am an Asian woman and this experience led me to question whether it was because I was Asian that I had received this service. However, they are working at the airport cafe surrounded by many groups of people who want to start journeying with good feelings of NZ.

If you can't provide good service to a particular race, you should consider leaving the hospitality industry and switching to another industry where you don’t face people.

I work for an agent and I know many New Zealanders working in fields such as international offices, travelling around the world, working in a highly competitive market to bring more international students to their schools. If they receive the experience I received, they would be disgusted.

How would you treat those Asian students. Your customers (at Auckland International airport) are clients of NZ businesses. Especially after experiencing Covid, which closed many schools and businesses, it is unforgivable to act so rudely to your customers.

I'm glad it was me treated with such rudeness attitude, and not my client, who is now leaving NZ and would have told all their associates about this...

Friendly service staff. Unfortunately, that is all.

My partner and I ordered a Cesar salad and a Lasagna (salad side). The chicken in the salad was raw. The lasagna was cold, the “salad” just a little lettuce without dressing. The price is definitely inappropriate for the quality of the food.

The friendly staff in the service brought us a replacement salad and hot Lasagna without any problems.

After the meal, my partner and I sat for about 2 hours (waiting for our flight to Europe). While waiting we ordered coffee and tea. The restaurant was pretty empty, so we didn’t feel like we had to hurry to leave. And we would probably order more but then we got the feeling we were in the way. Because of a quite rude comment from the boss. Which, however, more than obviously spends a lot of time in the restaurant. Unfortunately, he is too focused on who is sitting in the restaurant for too long and not what the customer gets on the table and how much money has already been spent. Not to mention that food quality and customer satisfaction are completely...

Horrible service came at 3:40 am. Lady who took my order DID NOT tell me i needed to take a number sign for a cappucino. I then asked after 20 mins the lady CREATING the coffee hi smile* i havent got my coffee its been 20 minutes she goes whats your order? I say cappucino and she proceeds to show me a cappucino with a long black receipt i said it says long black. She goes cappucino.

There is zero customer service with this lady no saying hello no smile or saying ah I understand the wait might be confusing here it is.

Dont work customer service if you cant be bothered to work it: you dont work for insurance without giving insurance services, you dont become a mechanic and not deal with the issues that comes with cars.

Hiring team needs to be better. Hire people that care about speaking with customers especially in hospitality. Thats just basic good...