Zarraffa's Coffee Acacia Ridge — Restaurant in Brisbane City

I find Zarraffa's confusing. They are a big franchise that sells below average coffee but have a bunch of sugary fast food type coffees to appeal to the masses... and yet they aren't cheaper than a quality coffee shop that typically will provide better atmosphere. The one thing that some Zarraffa's do is that they are good at hiring and have people who usually seem genuinely nice rather than just performativity nice for a service role. Some Zarrafa's fail miserably and the staff are just having a laugh while customers are an intrusion they have to deal with. I think Acacia Ridge changed management a while ago and service suddenly improved but no amount of service can account for some of the deliberate vagueness that the franchise is built on. How much does it cost? Well you'll have to go in store and personally try to figure that out. They have the basic prices listed in store but then staff are trained to constantly upsell you and yet it's never clear what is a paid upgrade and what is just an optional inclusion.

If I get an iced long black ("Iced Americano" as their inexplicably American menu calls it) they will ask if I want to try some other beans. I fell for it at the start as it just seemed like an option but then I realised they were charging me for this pointless upgrade.

If you want a limited time special drink then you will need to use esp to guess the prices or go through the tedious process of asking. The current Butterscotch malarkey seems to cost about $2 more than regular drinks but nowhere in store or online does it even suggest what the price is. I asked the girl about the butterscotch fusion Grande and she told me it was $9+. I didn't have enough free credit so I just asked for a standard iced long black she tried to upsell but I knew to expect that which is why I asked for a "standard grande Iced Americano". I repeated this and ended up paying for it just out of habit then being annoyed and confused as to why she didn't use my credit... Turns out she charged me $8.60! for a drink that is already over priced at $6.65. (she was very friendly and tried her best but I think she was thrown by someone asking how much it costs). I went today to use the free credit I had accumulated and I asked about the butterscotch iced latte price. At least I thought I asked for "iced" but I was tired and hadn't eaten so it might have been user error when a hot coffee was presented to me. They were good to fix it without issue and the young guy gave me a free coffee voucher. In hindsight I'm wondering if he recognised me from the last time I was there and they might have realised I was over charged after I left - either way, I appreciated the offer and it was well timed. I liked that the staff seemed to be having fun together while still able to serve everyone and do their jobs.

→RE: Zarraffa's now deleted reply, asking me to fill in a form so they can look into it - As said, the staff were very nice. It's Zarraffas as a franchise that makes it difficult. If they need me to fill in a form to explain the problems with things like not advertising their prices clearly then that's probably half the reason why the...

I’ve been a regular here for a few years, and I have to admit the coffee has improved under the new management. However, a few recent changes have made me decide not to return.

The price increase of $0.60–$1 for a mid coffee feels excessive, especially when you can get high-quality specialty coffee from family-run cafés for less.

What’s been more frustrating, though, is the constant upselling that is misleading. Asking if I want to “try the premium beans for a smoother taste” or “add ice cream” to a drink—without ever disclosing there’s an extra charge—is deceptive. It’s the kind of dishonest tactic I’ve now reported to the ACCC. This isn’t good business—it’s manipulative.

As for the staff, yes, they’re friendly, but the constant, forced catchphrases like “I gotchu girl” or “I see you, I gotchu” repeated daily by different team members feels fake and robotic. It starts to feel disingenuous when the interaction never strays from a rehearsed script. I’ve even tried engaging beyond the usual lines, but the responses often seem flustered and awkward, as if genuine conversation isn’t part of the training.

Overall, it feels like the focus has shifted from building genuine customer relationships & has transformed into squeezing customers dry, with a smile that feels more forced...

“Our family absolutely loves coming here!”

I had such a wonderful experience at Zarraffa’s Coffee Acacia Ridge when I visited with my family, as we always do. This has become our go-to spot because every visit is consistently excellent. From the moment we walk in, the staff are welcoming, super friendly, and genuinely make us all feel at home. Their customer service is outstanding – you can tell they really care about their customers.

The food is always fresh and delicious – we especially love their sandwiches, which are packed with flavour and made with quality ingredients. The coffee is also exceptional! I always enjoy the Ethiopian roast beans – rich, smooth, and full of flavour – honestly one of the best cups of coffee around.

What keeps us coming back as a family is not just the quality of the food and drinks, but also the atmosphere. The team here are always smiling, helpful, and create such a positive and welcoming vibe. It’s rare to find a café that delivers both amazing products and such fantastic service every single time.

This store is definitely our favourite Zarraffa’s, and we’ll continue to keep coming back. Highly recommend this place to anyone who loves great coffee, delicious food, and...