Charter Hall, DLA Piper, and APRA review: My experience as a black international visitor at no.1 martin place, sydney

Over the past few weeks, I’ve endured a troubling experience as a Black international man navigating one of Sydney’s most iconic buildings No.1 Martin Place, managed by Charter Hall, DLA Piper, and APRA.

I feel compelled to share this experience publicly after repeated efforts to raise concerns were ignored or dismissed. I posted two Google reviews outlining my experience, both of which have since been hidden by Café One, located on the Mezzanine level at 1 Martin Place, Sydney NSW 2000 and Charter Hall, DLA Piper, and APRA. These reviews described an incident in which my personal property was stolen while under the care of Café One, located on the Mezzanine level at 1 Martin Place. When I followed up, I was called a liar by Phil, the owner, both over the phone and again in person when I returned to the venue by invitation.

More disturbing, however, was the hostile treatment I received when attempting to file a formal complaint with building management Charter Hall, DLA Piper, and APRA. I was met by a concierge who was evasive, unwilling to provide contact details for someone I could speak to, and resistant to helping in any meaningful way. When I stated that I would wait for him to make a call on my behalf, I was approached by a building representative. As I began to explain my concerns, it quickly became apparent that I was being blamed for the incident. All of this occurred under the watchful eye of a looming security guard, whose presence felt more intimidating than supportive.

This experience has been deeply disheartening—not only because of the theft and lack of accountability but also because of the dismissive and adversarial responses I encountered when trying to seek help and clarity.

I’m sharing this in the hope that it will spark reflection and action. Everyone deserves to feel safe, heard, and respected

CAFE ONE STAFF STOLE MY PROPERTY

I’m writing to express my deep disappointment regarding a recent experience at Café One, a venue I’ve regularly visited over the past 18 months and previously held in high regard for its coffee and service.

I usually stop by on Thursdays for coffee meetings with clients. On a recent visit, I accidentally left my Microsoft Surface Arc Bluetooth Mouse behind. When I returned the following Thursday, I asked a staff member if it had been handed in. She confirmed she had found it and turned it in but, after speaking with another staff member, came back visibly distressed and told me it had since gone missing.

Hoping for clarity, I approached the owner and operator, Phil directly. Unfortunately, instead of providing a helpful explanation, he was dismissive and argumentative, suggesting the loss was my fault for leaving the item behind. His barista also chimed in with a similar attitude "perhaps he's the light fingered grub", which I found unprofessional and frustrating. While Phill did eventually offer to replace the mouse, his overall response lacked accountability or genuine concern.

Before leaving, I gave Phil my contact information, it also raises a valid concern: if staff members are mishandling or potentially taking customer property that’s been handed in, what does that imply for the business as a whole?

It’s now been two weeks, and I’ve heard nothing further. That silence, coupled with the indifference I experienced on a follow-up visit Thursday gone 24th , tells me that neither customer service nor ethical standards are a priority at Café One located on the Mezzanine level at 1 Martin Place

While the $149.00 mouse is replaceable, the principle of the matter is not. I’m disappointed that a venue I once valued has shown such disregard for customer trust and accountability.

posted 25/04/2025

"CAFE ONE STAFF STOLE MY PROPERTY Update!

follow up to an ongoing issue involving Café One, located on the Mezzanine level at 1 Martin Place, Sydney NSW 2000.

Following a recent negative experience at the venue, I posted a public review detailing the poor customer service I received, The day after publishing my review, I was contacted by Phil, the owner and operator of Café One, located on the Mezzanine level at 1 Martin Place. He informed me that he had replaced my mouse and that it was available for collection. I advised him that, due to the unacceptable and poor treatment I had experienced, I would not be returning to the venue and requested that the replacement be left with the building's concierge.

During our conversation, I asked whether he had read my review. He claimed he had not, which was surprising given his subsequent remarks. Phil accused me of being dishonest about the model of the mouse and dismissed my review as the work of a “keyboard warrior.” I found this highly disrespectful, especially considering the circumstances. The stolen item that was in the care of his team, was a Microsoft Surface Arc Bluetooth Mouse, and being accused of dishonesty—implying I was seeking a better replacement—was both insulting and unprofessional.

Phil went on to mention that he owns multiple businesses and that times are difficult. He then asked if I would consider removing my review. Despite his earlier comments, I agreed and informed him I would visit Café One on Thursday, 1 May to collect the replacement. However, I must note that the café’s numerous one-star reviews suggest a pattern of poor service, which may explain the business challenges Phil referred to.

When I visited the venue on the agreed date, I was presented with a significantly cheaper mouse that did not match the model that was taken. When I raised this, Phil claimed it was based on his staff’s account. I explained that this only highlights the underlying issue—namely, the unreliability of the staff’s handling of the matter—and that it is unreasonable to prioritize their version over mine, the affected customer.

At that point, Phil abruptly walked away and stated, “I don’t care — you can keep the review up.” I was taken aback by his dismissive and unprofessional attitude.

As a result of this experience and the continued poor conduct, I have decided to escalate the matter formally. I will be submitting a complaint to property management, as well as notifying major tenant of the building, Charter Hall, DLA Piper, and APRA.

I trust that the management of 1 Martin Place values the integrity and professionalism of its tenants, and that appropriate action will be taken in response to this issue. Phil’s conduct and that of his team at Café One, located on the Mezzanine level at 1 Martin Place, Sydney NSW 2000 stand in stark contrast to the standards expected within such a reputable and historic building as No.1 Martin Place, Sydney NSW

Posted 1/05/2025