Red Rooster

Good was hot, fresh, and ready to eat going through five through. I possibly only waited 1 minute for the food to be ready, great customer service

My recent experience at Red Rooster in Kilsyth was nothing short of disappointing and left a lasting impression. I had ordered a 'shared meal' for my son's birthday party, which specifically included honey chicken. When I arrived, the drive-thru was bustling, so I opted to go inside to place my order. To my surprise, the young lady at the counter informed me that they were exclusively serving customers through self-service screens only. Regrettably, only one screen was operational, and another was turned off - despite a small queue.

I openly admit that I made a genuine mistake while placing my onscreen order, accidentally selecting spicy chicken instead of honey in my hast. I acknowledge that errors can occur, especially with these automated systems. However, the situation took a a particularly disappointing turn when the manager intervened. Their response was far from accommodating. Rather than understanding my mistake and proposing a reasonable solution, the manager took a condescending approach that left me feeling utterly belittled. They insisted I reorder the meal and pay again, as they had already prepared what I had initially requested.

It's important to commend the young employee who assisted me initially during this ordeal; she displayed a level of empathy and professionalism that contrasted sharply with the manager's behaviour.

While I recognize that mistakes happen, the manager's response to my honest error was not only disappointing but also unacceptable in terms of customer service standards. Businesses should strive to handle such situations with empathy and flexibility, prioritising a positive customer experience. While my ordering mishap may have been the trigger, I firmly believe that the management's handling of the situation was nothing short of an abject failure. One that I'll be sharing with the parents that pick up their kids tomorrow.

My hope is that this feedback serves as a catalyst for the Red Rooster team in Kilsyth to reflect on their approach to customer service and take measures to ensure a more positive and respectful experience for all customers (and it's staff - they didn't seem to happy either btw).

A nice restaurant, food was what I expected. The eat in tables are located around a corner from the front serve desk, which gives some peace. The toilets next to the tables where in good condition and clean. There is also an under cover out door area with picnic tables that looked good

I recently purchased 1/4 chicken and chips. In the pack was 27 way over salted chips and a minuscule piece of chicken wing. I rang the manager of the store before I was going to write a review to see how they would correct the issue. The manager agreed that there had recently been an issue with a new staff member. And numerous other customers had complained. He said he would give me 50% off my next purchase because although small the chicken was eaten. What was I meant to do, although the chips where thrown away my child was hungry and needed to eat. I was not making another trip back. Also I would not be handing over more money when my original order was substandard. I felt he was trivialising my complaint and instead of compensating he was trying to get me to spend more money. Extremely poor form and more training is required. Customer service is remembered long after the price is paid.

This is the insufficient response I received

##- Your case number is 45-94747. Please do not remove this line when replying. -##
Dear Debra,
Thank you for your feedback Debra, As discussed on the phone we did have a few issues and we were happy to provide a 50% discount as you were unhappy with the size of the portion.
Regards
Eric M.

They have trouble hearing your order, and when you confirm your order at the window they still get it wrong, no thanks, I'm done.

Horribly slow service, was the only car in drive thru, chips were cold and one pack was less than half full. Forgot half the order…. I was the only car there! Seriously bad service! Won’t ever be back.

Very friendly and helpful staff. Appreciate that the staff are always happy to interact with the customer, unlike the other fast food place, nearby.
Have never got my order wrong and always helpful in telling me how I can get better value for my money by making things in a different meal.
Highly recommend.

Wasn't bad.
Service faster than normal.

Arguably, their 'chicken pops' are better than competition

I ordered the $5 crunch box and the chicken was to perfection super juicy and the crunch of the coating was amazing, thanks heaps for the great food

You have got to be kidding me, right? I feel like I’ve stepped into an alternate world where slow teenagers pick at their teen behind the counter and clearly haven't cleaned this place since 1986. Not only bad but scary.

Chronically understaffed and thus, notoriously slow. Expect to wait 15 minutes for a large chips that are undercooked.

We like this place. Staff are awesome. Let us chill in the outdoor area as they were closing.

I haven’t been to this red rooster in 2 years bc of the terrible service I got last time. But driving passed I noticed the signs and it looked so different
Decided to give it a shot
You guys have definitely won me over, food was fresh
Little to now wait
Staff were so friendly and accommodating
Everyone was working hard and had a smile
Very rare to see these days
We will be back!

Shop full of 16 year olds running it! Waited 10 min to be served & then our order was missing stuff

The Food is usually really good from this red rooster, however the last few times i have ordered from this restaurant food has been missing or cold, drinks have also been wrong or missing. Really disappointed

What a trash Red Rooster. I’m a big fan of the food at RR. But this restaurant is terrible. Internally the place is very dirty and in disrepair. Dead bugs and flys on tables and windowsills, ceiling falling down and poorly patched in spots, including filthy aircon cassettes (one half hanging out of the ceiling over the counter.) The automatic entry door is constantly beeping and opening being triggered by people waiting inside for food due to it being literally at the counter. The food was as bad as I have had at any red rooster in my life. My burger bun was half frozen/cold. Staff was friendly, and the only reason I didn’t smash a 1 star here. A depressing mess.

The male staff who was serving me in the drive-thru today was very accommodating. He was very apologetic for the short delay. He was showing good customer service. The spicy fried chicken must be something to try; it won't let you down.

Food is great for most people but we only like the original chicken strips, so too bad. We did not order!

Very bad service, I don't know what the staff do on here.after waiting 15min.just tell me no ready fried chicken.and make now.need more 10 min.the problem is the no busy the time

As a RR employee (at a different store) i was not pleased with the service i received from staff the store was very messy and staff were very rude.i also received the wrong order and when i went back on they messed up my order again.very disappointed