Harts Pub

Hi Eva, Thank you for your feedback. We are disappointed to receive a 2-star review, particularly as our team did their best to assist and resolve the situation once we became aware that your cousin was coeliac. Just to clarify, our menu specifically identifies items that are gluten free or have a gluten-free option. We don't label every item on the menu that contains gluten. We have specifically marked our fries as containing gluten because fries are commonly assumed to be gluten free, so we wanted to make this particularly clear to guests. Unfortunately, by the time you visited us that evening, we had experienced an exceptionally busy Sydney Marathon day, including a very large post-marathon lunch crowd. Burgers were extremely popular and we had a much higher demand for gluten-free buns than we would normally experience. Despite having additional stock, our gluten-free buns had sold out by the evening, which we appreciate was disappointing for your cousin after completing the marathon. We would also like to clarify an important part of our QR ordering process. When a guest selects a gluten-free bun, there is an additional option to advise us that they are coeliac and that cross-contamination is a concern. This option was not selected when your cousin's order was placed, so our kitchen was not advised that the order was for someone with coeliac disease. There is an important distinction for our kitchen between someone choosing a gluten-free option as a dietary preference and someone with coeliac disease who requires precautions around cross-contamination. This is exactly why we provide the additional coeliac/cross-contamination option when ordering. For any serious allergy or intolerance, we also always encourage guests to speak directly with our staff so we can ensure the kitchen is fully aware. We do acknowledge that once it was established that your cousin was coeliac, the waffle fries should not have been on the plate and we completely understand why the meal was returned. Once our team became aware of the situation, our bartender spoke directly with the kitchen and checked several alternatives to determine what could be safely accommodated. Your cousin was also offered a complimentary drink and, when she ultimately decided not to eat, we agreed to refund the meal in full despite the coeliac/cross-contamination option not having been selected when the order was placed. We certainly understand the disappointment of completing a marathon and having your heart set on a burger, only to find that the gluten-free buns had sold out by the evening. However, we do feel our team made every reasonable effort to assist once we were made aware of the situation. We appreciate your feedback and will take it on board when reviewing how dietary information is displayed through our QR ordering system.

Thank you so much for the 5-star review! We’re thrilled to hear our burger is your absolute favourite in Sydney! We can’t wait to serve you another one soon.

Thank you for your thoughtful review! It means a lot to hear you'd visit us again, and we look forward to welcoming you back next time you're in Sydney!