Extremely disappointing experience at Picnic Point Toowoomba, made even worse by the dismissive response that followed.
During our visit, we ordered a Beer Battered Barramundi and a Chicken Salad and waited more than 50 minutes for our meals. Whilst delays can occur in any hospitality venue, what stood out was not the wait itself, but the complete lack of customer service and accountability shown throughout the experience.
After waiting an extended period, I went inside to enquire about our order. The staff member I spoke with advised that the wait was "normal" and gave the clear impression that my concerns were not worth raising. No apology, explanation, or update was offered.
As the wait continued, I requested to speak with the manager. The manager saw me waiting, however never approached me to discuss the issue. Instead, she went into the kitchen and did not return. Our meals eventually arrived, but no staff member acknowledged the delay, apologised, or checked in regarding the concerns that had been raised.
At the conclusion of our visit, I asked how I could provide feedback regarding the experience. The same staff member told me I could find that information online but was unable or unwilling to explain the process. Another staff member thankfully stepped in and provided a feedback card and was the only person throughout the entire experience who demonstrated genuine customer service.
Believing this was an isolated incident, I took the time to write a detailed and respectful complaint directly to the venue. Unfortunately, the response I received was simply:
"Hi Johno, Thanks for your emails. We will take your complaints on board."
That was the entirety of the response.
No acknowledgement of the specific concerns raised. No apology. No explanation. No indication that the matter had been investigated. No reassurance that staff conduct or customer service standards would be addressed. Given the level of detail provided in my complaint, the response felt every bit as dismissive as the service I received on the day.
Good customer service is not about never making mistakes; it is about how a business responds when concerns are raised. Sadly, both the in-person experience and the handling of the subsequent complaint demonstrated a concerning lack of professionalism, accountability, and respect for customer feedback.
I rarely leave negative reviews, however the combination of poor service, management inaction, and a dismissive response to a formal complaint leaves me with little confidence that customer concerns are taken seriously.
Very disappointing. read more
