Pros 
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A Mixed Grill of Opinions: Recent Customer Experiences
Hills Quality Meat Supply, located at 5-8 Seven Hills Rd, Baulkham Hills NSW 2153, has garnered a mixed bag of reviews recently, resulting in a current rating of 3.2 stars. Phone calls to +61 2 9639 3300 often elicit contrasting responses, highlighting a concerning disparity in service quality. What was once a beloved local butcher shop seems to be struggling to maintain its reputation, particularly according to several recent customers. While some still shout out about great prices and service, a significant chorus is singing a different tune, one of disappointment and concern over declining meat quality. The shop is open every day from 9 AM – 8 PM, a convenient schedule for many, and caters to those who appreciate a quick visit and widely accepted payment methods including credit, debit cards, and NFC mobile payments. However, it currently lacks wheelchair accessible parking.
The Taste of Disappointment: Quality Concerns Explored
The most prominent theme emerging from customer feedback revolves around a significant drop in meat quality. Multiple reviews directly accuse the current ownership of cutting corners, seemingly prioritizing cost over freshness and taste. A recurring complaint is related to kebab meat, specifically Koobideh mince. Several individuals report a concerning smell and taste when cooked, leading to disposal of the product and considerable financial loss.
Let's break down the specific claims regarding meat quality:
- Kebab Meat: Numerous customers express intense dissatisfaction with the Koobideh mince, describing it as “smelly,” “horrible,” “like chewing on a tyre,” and suggesting it wasn’t stored properly. This has led to accounts of food poisoning scares and wasted money.
- Chicken: Freshness is another significant concern. Customers claim the chicken purchased exhibited an "off" smell both raw and cooked, suggesting improper refrigeration or outdated stock. One reviewer recounts a particularly distressing experience involving vomiting and lingering odour after consuming the chicken.
- Marinated Chicken: One customer called out deceptive advertising regarding pre-marinated chicken, stating it lacked freshness and implying a misleading representation of the product.
- Lamb: There are some exceptions – some reviewers still praise the lamb quality, describing it as “excellent” and appreciating the butchery's ability to fulfil custom requests for steaks.
The repeated nature of these criticisms strongly suggests a systemic issue affecting the shop's sourcing and handling of meat.
Service with a Side of Frustration: Phone Interactions and General Demeanor
Beyond product quality, the customer service experience appears to be a point of contention. While a few reviewers hail the service as “great,” several others describe frustrating and unprofessional interactions. A particularly striking anecdote involves a customer calling to inquire about product availability and receiving a curt, seemingly impatient response with accusations of incomprehensibility and an abrupt disconnection.
"I just called to ask if they have a certain product, the staff member answered the phone - no “Hello Hills Quality Meats” - LITERALLY THIS MAN SAID “yes” - then after my question he responded by repeatedly & angrily asking “what you say, I can’t understand you”...and HUNG UP 😂 safe to say we didn’t visit this butchery."
This level of rudeness and lack of basic phone etiquette paints a picture of a shop that is not prioritizing customer satisfaction. The lack of a professional greeting alone sets a negative tone for potentially prospective customers.
A Legacy Lost? Assessing the Shift & Potential Solutions
Many customers specifically mourn the decline from the previous ownership’s standards. The sentiment is clear: the quality and service enjoyed under previous management have noticeably diminished. The current owner is facing considerable criticism, with some suggesting a name change is warranted to align with the perceived quality of the products being sold. This goes beyond a simple change of signage, it speaks to an urgent need for a revamp of business practices.
Here's a table summarizing potential areas for improvement:
| Area of Concern | Possible Solutions |
|---|---|
| Meat Quality | Source from more reputable suppliers, implement stricter quality control checks (smell, date markings), ensure proper refrigeration and storage temperatures. |
| Kebab Meat Specifics | Consider a more specialist grinder and source quality meats for this exclusive product, frequent monitoring of minced meat freshness. |
| Customer Service | Provide staff training on customer service skills, emphasizing politeness, clear communication, and active listening. Implement a professional phone greeting. |
| Advertising Accuracy | Ensure marinade freshness claims are truthful and supported by proper preservation techniques. |
| Transparency | Consider publicly displaying supplier information or quality assurance certifications. |
The current trajectory for Hills Quality Meat Supply appears precarious. Unless significant changes are made to address the persistent concerns regarding quality and service, the shop risks losing its loyal customer base and further damaging its reputation.