Friends and I went here on a Thursday night around 8.30. They were busy and we were told before we placed our order there'd be a 35/40 min wait. We accepted that and took our number and a table outside. We then sat and watched as people went in and came out with take away drinks?? At the 45 minute mark I asked where our order was up to and was told there was still one order in front of us. At just over an hour our order came out. 2 drinks were cold and sent back. When we questioned why everyone was coming out with takeaway drinks we were told it's company policy to fill the takeaway orders first. We had ordered a chocolate fondue and we had started eating that when we came across the banana in it. It was crunchy. Bananas aren't crunchy so it was obviously green when it was cut up. We questioned that too and asked why you would serve a green banana and was told the manager was aware of it?! The girl then asked us if we'd like more strawberries instead? No thanks we'd like a refund. The girl says that's fine and goes inside to organise and then comes out and asks for our receipt. Eventually the manager then comes out - oh hello you are there are you - and rudely questions us as to why we'd like a refund which she eventually gave us. 1. If you mean 35 mins say 35 mins - if you mean an hour say an hour. Let your customer decide if they'd like to wait that long. 2. Your company policy needs a review re takeaway and restaurant customers 3. Please serve the drinks hot if they're meant to be hot. 4. Please serve fresh RIPE fruit. 5. Don't keep sending out your staff when a manager should step in. 6. Treat your customers with courtesy and respect. Charlestown square is a big shopping complex. There are many many other places you can go to besides here. And if you're not at Charlestown there's a chocolate bar in wests at new lambton and another in Darby st in newcastle.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.