BSKT Cafe — Restaurant in Gold Coast City

I purchased a matcha latte from here, and unfortunately it was undrinkable.

The matcha latte was so sickly sweet that it did not taste of matcha at all, only sugar.

Upon further questioning, we were informed that it was made using a pre-made matcha powder mix that contained sugar and other ingredients.

When I had ordered, I specified that I wanted no sweetener in my drink.

I believe this mishap comes from a lack of knowledge with regards to matcha making.

Matcha itself is much like coffee, and when one orders a plain coffee they do not expect to receive a sickly sweet sugar filled beverage.

I asked for a refund to rectify the distasteful situation, and was told that they would not offer a refund or replacement.

Instead, the owner defended the product saying that this is how matcha is, and that no one wants matcha that is ‘bitter’.

The truth is, matcha by its very nature, in its pure form has the specific bitter type taste of green tea.

I have been drinking matcha for many years, and actually work in the tea industry and am well aware for what matcha tastes like.

We then had to leave the drink without drinking it, and was offered no compensation for our disappointment.

On the plus side, the woman who served us was very helpful and supportive, and I was very grateful for her top quality service. Despite the fact that higher management was inhospitable in their own customer service.

We then went down the road to a different local cafe, where we found a perfect matcha. Just straight up pure matcha with no additives. The person serving me at this other place even specified, before I had received my order, that they would be more than happy to offer a refund if it wasn’t to my taste.

This is an example of good business.

It’s simple good customer service to offer a refund/replacement for dissatisfaction with product.

And the lack of this implies poor business strategy.

So all in all, I will not be returning to BSKT. And I would not recommend it to anyone else. Especially for a matcha.

I will be taking my business to other local businesses who are willing to ensure customer satisfaction.

Look after your customers and you will experience greater support in return.

Not a good start to the New Year, but a good lesson.

Thanks again to the lovely lady who served us. This review does not reflect on you.

Also I will add that this is not the first time I have had been met with such poor management from this place.

I believe it may be the owner who has such an uninviting presence, as though he doesn’t want you there at all. And everything is an inconvenience. And this energy is very off-putting.

It is clear from reading other reviews that many people share in this experience.

I had tried multiple times to return and give them another opportunity, but this was truly the confirmation I needed...

The absolute worst service I have ever come across in my life, I booked a reservation at 11:30am, my family and I arrived, seated and ordered drinks straight away, then our food just before 12. They had us sitting their waiting for and hour and 40 minutes without a single plate of food arrived, to make it worse the two tables next to us who arrived 30 mins to an hour after us received their food before us and we had still been waiting another 30 minutes with nothing. Not a single waiter came out to check on my family, nor did they offer even a few things while we wait. We left at 1:50, I asked the waiter what had been going on and she just said she had no idea why our food had not been served yet IT HAD BEEN OVER AN HOUR AND A HALF ON MOTHERS DAY. The manager came over and spoke across us, couldn't even have the decency to look us in the eye and apologise, SHE HAD THE AUDACITY to say 'Don't worry, a waiter at the front will sort your bill' SHE DARED TO ASK us for a bill, when not A SINGLE waiter had come throughout the waiting period letting us know about the waiting time or if we would have liked anything in the mean time while waiting. My poor mother it was supposed to be an amazing day and you would think employees would g out of their to make sure today of all days is enjoyable, but instead BSKT Cafe did not show they cared at all about their customers. Did not receive a single apology from the manager of all people, or an indication she cared quite frankly at all and she seriously had the nerve to say a waiter would sought our bill WHICH SHE STILL HAD US WAITING 10 MINUTES FOR AS WELL. Honestly, regarding the circumstances you would expect it to prioritised immediately. We just walked out, we most definitely should have left way earlier but we gave them the WRONG benefit of the doubt thinking it was just busy, but we could not believe the ordeal that occurred ON MOTHERS DAY OF ALL DAYS!!! Disgusting, the absolute worst service BY A LONG SHOT that I have ever come across DO NOT RECOMMEND SERVICE...

So, all critics should start with a good thing ...

Staff were attentive, orders came out quick, they know how to make a mean Bloody Mary and I'd highly recommend the burrito bowl.

It's such a shame that a friend I was with did not have such a good experience. Acai smoothie came out grainy and warm - yuk. Also he spent a whopping $29 on an Eggs Benedict with added sides of hash browns, Halloumi and $3 for a side of scrambled egg. Now it is assumed that this famous dish comes with poached eggs. It originally came out just with scrambled eggs, and then after a little confusion with one of the wait staff who rather needlessly and rudely told us that she didn't make the food was returned with poached eggs and the scrambled eggs on the side, as he had ordered it. Perfect! Right?

Unfortunately, no. A gentleman comes up to my friend and says without introducing himself, or acknowledging that there could have been a misunderstanding "you need to pay $3 for those scrambled eggs". He proceeded to argue that scrambled eggs cost more because there was an extra egg and no added cream or milk (from the portion size and the consistency of the eggs I beg to differ). He then grabbed across my friend to take the scrambled egg away. At this point my friend, so flabbergasted by his rudeness said that he could take it all away. I was horrified to see all this perfectly good food thrown away. Was it really worth it to throw $29 dollars away and quibble over $3?

I appreciate that the customer isn't always right. But at least approach the customer with the assumption that a misunderstanding has been made with a complex ordering system rather than demanding money and arguing with us. To me it makes such little business sense to throw money away like this and gain a bad reputation on social media. There are some great neighbouring cafes where I will be taking my business to...