Merlo Coffee Cafe QUT Gardens Point — Restaurant in Brisbane City

Edit 2: sure, let’s try again :). loyalty number is 60600437456400534373 Edit: Well, thanks for replying to my review. I responded to your original email, but never heard back. So I had my mom email you, she got a reply, but then when I asked for a refund of my Merlo Dollars, the communication stopped again. Still trying to be reasonable, I had my sister email you, thinking maybe there was some weird issue with my mom’s email and my email. No response at all.

I just want the refund. Is it really that hard to reply and process it? You clearly have my account info, so why is this such a struggle?

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I’m honestly so frustrated with how this has been handled. Over a month ago, I bought a drink from the QUT Merlo that made me extremely sick. I ended up vomiting and felt horrible for the rest of the day. I literally walked away crying, not just from how I was treated, but because of how sick that drink made me feel.

When I went back to explain what happened, the manager acted like I was just being a nuisance. I was clearly unwell and trying to communicate something serious, but I was met with a cold and dismissive attitude that made the whole situation so much worse.

My brother left a review for me at the time because I wasn’t in the right headspace to deal with it. Merlo replied publicly asking me to get in touch, which I did, multiple times. I’ve since been ignored or ghosted in the middle of the conversation every single time. How many emails do I have to send/ contact forms do I have to fill? What’s it going to take for me to be heard? This is genuinely so annoying.

I wouldn’t recommend this particular Merlo location, and honestly, based on how dismissive the email communication has been, I wouldn’t recommend Merlo as a whole. That said, this is the first and only Merlo I’ve ever tried, so I won’t judge the entire brand solely off this one store… but the total lack of accountability, communication, and basic customer care has left a really bad impression.

There are plenty of other cafés around with better-quality milk that, funnily enough, doesn’t make me sick. Their prices are just as good, and the managers actually manage to be nice to customers, even when it’s been a long day (which I totally understand, but if someone’s that burnt out, maybe they shouldn’t be the one dealing with customers).

This entire experience has been upsetting, from the physical reaction to the drink, to the way I was treated, to the complete lack of follow-up after I reached out like they asked. I gave them every opportunity to sort this out privately, but it’s clear they...

As a Local Guide Level 8, I’ve tried a lot of cafés around Brisbane, but Merlo Coffee at QUT Gardens Point has a special place in my routine. It’s tucked right under the library, so it’s perfect whether you’re grabbing a quick caffeine hit before class or settling in for a study session.

The vibe here strikes a sweet balance — it’s relaxed enough to chill with friends, but still feels like a productive space if you’ve got your laptop out. There’s indoor seating for air-con comfort and a covered outdoor spot where you can enjoy the river breeze.

The staff honestly make the experience. Even during the peak uni rush, they’re upbeat, fast, and never make you feel rushed. You can tell they know their regulars — it’s those small interactions that make a café feel like part of your day rather than just a pit stop.

Now, the coffee. Consistently excellent. Merlo roasts their own beans, and you can taste that freshness in every cup. I’m a flat white fan, and it’s always smooth, strong, and never burnt. If you’re hungry, their breakfast panini is a winner — crispy, filling, and great value. They also do smoothies, chai, matcha, and lighter bites like wraps, salads, and banana bread for when you want something quick.

Prices are fair for the quality and location, and they keep things moving so even the morning line isn’t much of a wait.

Overall, Merlo Coffee QUT GP is one of those places that becomes part of your routine without you even realising it. Great coffee, great people, and a comfortable space — whether you’re studying, socialising, or just taking five minutes for yourself, it...

Edited: My first experience here was great, as you can see from my original review below. Unfortunately, the customer service has really gone downhill since then. I was served by a lady with pink hair, who I believe is the manager, and she honestly seemed like she didn’t want to be there. She looked visibly annoyed when I asked a question about their food, and I felt like she just wanted me to hurry up and pay so she could move on to the next person. I originally gave this place 5 stars because the team’s customer service was amazing. The food itself is pretty basic, nothing you couldn’t get at any other café, but it was the friendly service that made the experience worth it. I still think some of the team members are great, but the way the manager acted completely changed how I feel about coming here. Merlo is more expensive than a lot of nearby cafés, and if the person running the place can’t even be bothered to treat customers with basic courtesy, I honestly don’t see the point in spending my money here anymore. ———————————————————————————————————————————— Old review underneath ———————————————————————————————————————————— I accidentally miscommunicated my order with the guy at the counter this morning but he was so sweet about it and refunded my order + went above and beyond to make sure I had a good experience. Usually there is a wait (which is understandable as this place is always packed) but I got my coffee really quickly today. Overall enjoyed my experience and totally recommend dropping by here :) (lol...