Got a hot chocolate from here to take away a few months ago – it was average. No chocolate, only milk. Will stick to Star Bucks up stairs for my hot choc from now on. I wanted to rate one star but it wouldn’t let me rate that low with out more text.

This is the only place I visit for coffee when at St Lukes – staff are polite, coffee and hot chocolate is always hot and good.

I visited Theobroma St Lukes yesterday (12/2/12) and was incredibly disgusted.

When ordering, I requested 2x standard size drinks and several chocolates. When our order arrived, they had incorrectly taken my order as one large, one regular. I pointed out that I had ordered regular sized drinks only and asked if we had been charged for the larger size (which is just a gimmick really; they put this stupid candle underneath the mug and charge you an extra $1.50 for it). We had.

I said I wasn’t happy about this, and requested that they change it to the regular size drink, as per my actual order, and refund the difference. At this stage – I thought – it was just a mistake, and quite redeemable.

They outright refused to do this. I was shocked and asked to speak to the manager. They told me I would have to wait as the manager was busy. So…. I waited. And waited. My daughter – whose drink they’d got wrong – didn’t touch her drink because we were waiting for them to sort it out. But they never came back.

In the end I went up to the counter and approached the manager myself – a short woman called Barbie. I explained the situation – and she again, refused to put it right and told me that it was MY mistake and she would not give me the refund of the overcharge.

I said this was really poor customer service, and asked her to please sort it out. At which point she started YELLING at me and threatened to ring security, because, she said, I was “scaring” her. I was absolutely gobsmacked. I hadn’t yelled, or sworn, or even raised my voice – and I’m certainly not an intimidating-looking person! I repeated, that I wanted the refund of the entire drink now – because we didn’t want to stay here any longer, that the entire experience had been marred, and that we never going to return. She screamed at me in front of the entire store that she never wants me to return. All this – in front of my young daughter, too – and the rest of the customers! I was absolutely embarrassed and shocked and couldn’t believe what I was seeing.

I’ve never encountered anything like this in my life – I certainly hope I never do again. I will NEVER return to this shop; I expect cafes to get my order right, rather than upsizing me (and charging me the difference) without asking me first, and I expect to be treated with respect. Instead this woman screamed at me, simply for pointing out that they had made an error, and requesting that they put it right.

I’m so disgusted.

Yesterday we went to Theobroma (St Lukes); we drove down from City as I longing to have their yummy chocolate flavour busting in my mouth…and guess what it was only milk. The Belg Choc with caramel was sans caramel and hardly any choc…what a disappointment!!!