Rhu — Restaurant in Waitematā

The worst customer service ever.

This is my first time leaving a google review. This place is too cheeky and makes customers like a fool.

I ordered a salmon rillette on toast. This is supposed to come with salmon roe as per their attached menu, however the dish I received was without salmon roe. I brought back the dish to a manager. He came back to me saying the fish roe is already mixed in with the salmon spread on top and that the roe may have broken when it was mixed in. It was a confusing answer as salmon roe pictured in Rhu’s dishes was always sprinkled over. The manager kept asking in a semi pushy manner that if there is not enough roe then he will give me more at the side. He made me feel as if i was desperate for salmon roe. All I wanted is the same dish as what it’s written in the menu. After talking to the chef, he came back to me saying “oh, we actually sold out of the fish roe today”, which means he lied to me saying it’s already in the dish. He apologised and said he would take that dish off our bill. This was a meaningful gesture, however the fact that he lied about the salmon roe and made me feel like i was desperate or in the wrong was not appreciated.

After dining, I went to the cashier to pay the bill. But they tried to charge me a full price. So I was confused and I told him that I was told one of dishes is supposed to be taken off from the bill. The cashier told me “ I thought we give you this sourdough instead” which the manager gave us to take home. Their inhouse communication needs improvement as I’ve never agreed on what they offered me and they never asked what I wanted and just make decisions what they think we would feel better, which didn’t work at all. And the waiter said “let me check whether he took the dish out from your bill”. And said “ yes, he actually did”. I was speechless that the cashier was being so cheeky, making customers feel like they are in the wrong and having to correct their mistakes.

I understand some ingredients ran out due to high demand. But you need to let your customers know in advance or substitute with an alternative if possible, not you just pretend they wouldn’t know and charge them the full price. Your hospitality and customer service really needs improvement. I wish no other patron goes through the same experiences as i did. Never want to experience this again.

Food overall was still good, but it needs to work on the overall customer service. Otherwise, it deserves to be a...

One of the problems in a cafe that proports to be operated by bakers and chefs who simplify food to stand on its merits.. Is to measure on its merits.

Went to Rhu for breakfast. The Website talks it up and it was a must do.

Firstly it's clean, cozy and small. All the right signs of a go to weekender.

Front of house staff were OK-ish. A tad on the matter of fact, but hey it's treat time.

Ordered a sourdough bread with add ons being bacon and egg. Salmon on toast with some coffees.

Service speed was pretty good. Until the food arrived. Now I don't like boiled eggs and I asked for another specific type. When the food arrived it was.. But this isn't what I ordered.. But hey.. Bad luck that's how they make it. Not an apology or a mistake, customer is wrong. Ok. Well thank you for your arrogance.

Then onto the food. The salmon a fair 4/5, but thats where it got worse.

The bacon.. Well it's not bacon it's a cut of pork belly. And it's 90% fat. Probably honey glazed on one side and heat cooked.

The problem being. It was so close to raw.. It should never be serviced. Now there was rainbow on the bacon. Either a trick of light, too much nitrates in preserving or.. Its going off. Either way it's bad cooking.

The sourdough.. The highlight. Alas lacking. A string yeasty aftertaste. Now one could day, that's the style but it was clearly poorly fermented or there is a high alkalinity in it. Bottom line, bakers or not very sub par.

The bottom line of very average attitude to getting order wrong, clearly undercooked meat, and something isn't right in the dough.. Its a hard pass. Possibly the chefs and bakers need a little more work, or it was...

Weirdly unfriendly service—just sharing my experience.

Their sign on door says they close at 3 PM. I arrived at 2:25 PM and saw a lady at the front (FOH) just standing there, not working on anything. I walked in, greeted her with“Hi, are you still open? There is two of us” (because, honestly, her expression and body language made it seem like she had zero interest in serving me). Instead of responding, she gave me a weird look and walked straight to the barista without a word.

Then the barista, equally expressionless and uninterested, just said they’re not taking any more orders. Confused, I pointed out, “But your sign says 3 PM, and it’s not even 2:30 yet?” Checked my phone—2:28 PM. Not even 2:30. And I was only asking for two coffees, not a three-course meal.

The oh-so-important barista then flatly told me she was already cleaning the coffee machine. No apology, no further explanation, just completely disinterested in acknowledging me at all.

So, did I interrupt your early knock-off? Is that why you’re annoyed? Even if you’ve decided to close early, isn’t basic courtesy kind of a requirement in hospitality? A simple, polite explanation wouldn’t...