Modern chain cafe serving hearty classics, gourmet burgers and sandwiches, coffee and giant muffins.
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Recently posted a rightly peeved review because of the WiFi not working (get seated, order, only to find you can't get work done because theres no Wi-Fi, I go to work and order as a thank you for the service) on M&B OTM at Hillcrest Corner. Which also applied to M&B Christian's Mall. I was taken aback at the speedy response from the owner. Thanks. As a traveller, I'm in most M&B's on nearly a daily basis. I've supported the stores in Dbn W. for 1/5 of my anticipated life time. I knew the owner of then Ptn, Hillcrest & OTM, Musgrave & LaLucia. He'd always been visible and visited tables. I was wrong. The Owners reply revealed:
Dear Mugg and Bean Management,
I had lunch on 10 October 2024 at your Christians Village branch in Hillcrest and would like to bring a concerning experience to your attention.
I ordered a chicken and mayo sandwich, and during the preparation, I overheard the waitress expressing concern to the kitchen staff about the chicken being too red. She was clearly uncomfortable serving it as she believed the quality was not up to standard. This resulted in a visible disagreement between her and the kitchen manager.
The kitchen manager then personally brought the food to my table. In a rather rude tone, he asked me if there was anything wrong with the meal—this was before I even had a chance to see the sandwich. To be honest, it’s difficult for a customer to gauge the quality of a chicken and mayo sandwich at first glance, especially given the inconsistency I've noticed across different Mugg and Bean branches.
What disturbed me most, however, was the way the kitchen manager treated the waitress. It seemed dismissive and undermining that he delivered the food himself, rather than trusting her judgment. I felt pressured to accept the food as it was, out of concern that any further complaint might reflect poorly on the waitress.
After paying my bill, I spoke with the kitchen manager about how he treated the waitress. He apologized to me for witnessing the altercation, but I told him that I am not the one he should be apologizing to—the waitress deserved the apology.
To add to this, the kitchen manager did not greet me or engage courteously when serving the dish, which I feel is a basic expectation of customer service. The waitress later explained that the kitchen staff had been a bit heavy-handed with the paprika, which explained the reddish appearance of the chicken.
I hope that my feedback will be taken into consideration to ensure better communication between your team members and a more pleasant experience for future customers. Thank you for your attention to this...
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I bought steak and salad today and specifically told the waiter I would like my steak well done and told him about a previous experience, which he noted in my order. When I got back to work I realized the steak was a mess. I then decided to call as I could not go back.
A woman(Nelly) who claimed to be the manager answered. She wasn't only rude and defensive but she also decides to hang up on me mid conversation. I called back and asked to speak to the gentleman who had helped me and he was very polite and understanding, much like how the manager was supposed to handle a complaint in the...
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