Figaro Coffee - Ayala Center Cebu — Restaurant in Cebu City

Short review: I never make reviews and dont usually have conflict but this was a matter of life or death because I am very allergic to walnuts. The food was nice but the service terrible. If you are allergic to anything (especially nuts) check it yourself cause the staff have shown they will just follow what's on the menu and not look at their ingredients properly. Do not recommend this place and they need better management. I hope other branches have more competent, courteous and knowledgeable staff. WILL NOT COME BACK. I hope other branches are better.

Long review: At first was very excited to eat here. The atmosphere is nice and the menu is more health conscious. However when I ordered the half salad (asian chicken)and half sandwich (chicken waldorf) it says walnuts are in the asian salad that was from my carelessness, HOWEVER in the chicken Waldorf it does not say there are walnuts yet I found one in my sandwich premixed in the sandwich. I told the staff after I checked and I asked them if there was any in that sandwich and they said none are in there (which they saw in the menu and agreed there was none). I requested to maybe ask for a sandwich that did not have it but they denied that it does not have walnuts and the cross contamination was my mistake not theirs. They told me because I ordered the salad maybe it got mixed because I accidently mixed it myself when I was eating even when I showed them the mayo-covered nut (which means it was mixed in the sandwich) However I did not eat my sandwich the same time as my salad. They said if I wanted another sandwich I would have to pay for another, where my friend went and talked to them to let them know that allergies are no laughing matter and that they should be transparent when it comes what's on their menu and allergies especially. Because they obviously put the blame on me first rather than admitting to their mistake/miscommunication. They finally gave me a new sandwich after we clarified that the mix is premixed already (which should not have walnuts right?) They did not give eye contact or say anything as they gave me the sandwich. So before I bit into the sandwich (I learned my lesson the first time not to trust them) there was a walnut premixed in covered. So because they knew about my allergies they should have checked before giving it to me!! Even removing the plate immediately is the proper thing do. They did not apologize, did not check it i was okay or if the food was okay, they just gave us a refund (which I'm glad they did at least). They just listened and nodded. So it really goes to show that the staff is not aware of what they have in their food. There really needs to be proper communication with the staff and the kitchen because especially when it comes to allergies this is something that should not be taken lightly because had I bitten into those walnuts I may have been rushed to the ER (I didn't have my epi pen). It should not take a customer having an allergic reaction to have them learn. The food was nice but the service terrible. If you are allergic to nuts check it yourself cause the staff will just follow what's on the menu and not look at their ingredients properly. Do not recommend this place and they need better management, especially since it seemed the manager was not in. Attached was my half salad and sandwich and my second sandwich (that they did not check) that was given free. WILL NOT COME BACK. I hope other branches have more competent, courteous and...

This was the first time I’ve experienced such unprofessional service at a restaurant. When I walked in, I politely asked if I could place my order at the counter. The woman at the counter responded with a noticeably bad attitude, as if she didn’t want to take orders. Her greeting was cold and unfriendly.

While placing my order, she raised her voice to tell me that it had to be entered separately. When I asked if someone could wipe down the table outside, she simply nodded and responded with an unwilling "no," making it seem like it was a burden for her.

Eventually, she did come outside to wipe the table, but she barely cleaned it. The table was still wet when she left, and she splashed water while wiping, which got on my pants. To make matters worse, the waiter placed our utensils directly on the wet table. Where is the sanitation in that? Is this really up to your health and safety standards?

I understand that everyone has bad days, but when working in customer service, professionalism should still be maintained. As customers, we expect to be treated with basic courtesy and respect—especially when we haven’t done anything wrong and are simply there to enjoy a meal.

I hope management takes this feedback seriously and considers retraining staff in proper customer service. Poor service like this can negatively affect your restaurant’s reputation, especially if others have similar experiences.

I considered posting this on social media, but I don’t want to shame anyone personally. Still, I believe it’s important to share this experience so improvements can be made.

I would love to email the management for this encounter because this was the...

Stressful Hot Drink I ordered hot chocolate with almond milk and the experience was stressful! I was the only customer with 2 people in front of the till and 1 barista! They had to ask me 3 times what I wanted and then the barista had to ask again what I ordered! It is either they were new staff or they lack training. If they struggled to cope with a simple order, I do not know how they manage if they have a full queue. You have a manager telling her people off right in front of the customers. They lack of process of who should be operating the till and who should coordinate with the order. The barista took ages to prepare a simple hot chocolate. It was a nightmare and the experience was disappointing. The purpose of getting the drink is to enjoy it and not to be spoilt by the experience and this place did a great job putting me off...