Sydney Vegan Café Stands By Team After Regular Customer's Online Complaint
A well-loved vegan patisserie in Sydney's inner-west has publicly supported its employees following a critical online review from a long-standing regular customer. The establishment, Miss Sina, located in the suburb of Marrickville, found itself addressing feedback posted on Facebook by a patron who expressed frustration after waiting nearly an hour just to place a takeaway order.
Customer's Frustration Over Extended Wait Times
The customer, who claimed to have frequented Miss Sina for years, shared their experience in a post accompanied by a three-star rating. "Was way too busy today," they wrote. "Took us almost an hour just to order, even though we were only ordering takeaway. The ordering and lining up system really needs some work - digitised ordering or a separate line for takeaway customers or something like that."
They further cautioned, "We've been coming here for years and love Miss Sina, but they're going to lose long-term customers for short-term TikTok hype if they keep going this way." This comment hinted at the café's growing popularity, possibly driven by social media attention.
Café's Detailed Response and Explanation
Miss Sina responded promptly, explaining that an unusual surge in demand over the weekend had caught the team off guard. "To be completely honest, we still have no idea why it was so unusually busy this weekend. It really caught us by surprise," the business stated in their reply.
The café strongly defended its staff, noting, "Our team absolutely worked their butts off all weekend, doing their best to keep things moving and look after everyone." They even used Instagram during service to inform customers about the increased wait times.
In their response, Miss Sina also highlighted the broader challenges faced by small businesses. They pointed out that the busier weekend, while stressful, allowed them to address some urgent financial obligations. "We'd be lying if we said we weren't feeling a little bit sad and disappointed to receive a negative review from someone who has been a regular for years based on one unusually busy weekend - especially when our team truly gave it everything they had," they added.
The café emphasised their commitment to all customers, stating, "We can't really turn people away because they want to try us for the first time? We read your reviews and your comments and they impact us." They concluded by thanking patient customers and suggesting weekday visits for a calmer experience.
Community Backlash and Support for the Café
The café's response quickly garnered widespread support from loyal patrons, many of whom criticised the original reviewer's approach. One supporter commented, "I love when businesses I'm a regular at are busy. It's great for them that they've got lots of customers, and being a regular, I'm quite happy to come back another time and let the newbies have a turn at seeing how great the place is."
Others called out perceived entitlement, with one person writing, "The entitlement is real. You want your favourite cafe to be there, but you don't want them to be busy enough to make money because you might die of starvation in an hour. Get a grip."
Several comments advocated for direct communication over public complaints. "If they have been coming for years a personal email to you or a side chat would have been more appropriate," one individual noted. Another added, "Normalise having direct discussions with small businesses when you feel something didn't meet your expectations instead of slagging them off online."
Further criticism included remarks like, "That's so unnecessary. Talk about lack of empathy. 'We love Miss Sina', then drops a three-star review. What?" and a more lighthearted, "This person is a loser lol… You guys are awesome."
Background on Miss Sina's Ethos and Offerings
Miss Sina has established a strong reputation in Marrickville for its entirely plant-based pastries, which include vegan cinnamon scrolls, donuts, and cakes inspired by French and German baking traditions. The café is committed to being fully plant-based and environmentally conscious, focusing on sustainable and ethical practices while creating indulgent treats that appeal to both vegans and non-vegans.
Positioning itself as an inclusive community space, Miss Sina offers halal-friendly products and hosts various events such as cake decorating workshops and speed-dating nights. Despite the recent online criticism, the café remains appreciative of the community support that has fuelled its growth and success.
