Cut & Grind Cafe — Restaurant in Gold Coast City

My problem really relates to the service and attitude when it comes to the exorbitant wait times for coffee. The last time I visited here I had 20 mins to kill while I waited for the ladies next door at the nail salon. After ordering my coffee I was standing next to another resident from pacific pines who kept checking their watch. I smiled at them in compassion and she advised me she had been waiting for 25 minutes for a coffee which I remarked was bad, even for your standards. We then engaged in a conversation where we both recounted our experiences with this cafe and surmised our experience as “the coffee is good but every time I visit the wait times are too long”. We both stated that we are more likely to frequent other coffee shops in the area now, especially if there is any need to be somewhere by a certain time. I also exclaimed that there is never an apology or thank you for waiting.

The conversation was brief however After 35 minutes, the person I was speaking to noticed that people who had ordered after, were receiving their coffees. It was at this point that they realised that perhaps their coffee order had been missed. They approached the stuff (very calmly and politely) and the staff confirmed that this was the case. What is interesting about this is that with all of the staff behind the counter, nobody thought to ask this person why this person had been standing there for half an hour. And in no surprise, there was no apology to this person for the mishap. What was further aggravating about watching this occur is that instead of the barista pushing all other orders we watched him start making new coffees for other orders. In my experience as a barista, this should have not occurred and the ONE coffee that this person was waiting on should have been made immediately. Instead, staff stood around and trying to figure out how to recall the order so that it appeared on the baristas screen. I can tell you what the order was.. days later. It didn’t need to be recalled to the screen. At this point, two other people who were waiting for coffees remarked how bad that was and commented on the wait time.

After a further five minutes this person received their coffee and advised the staff that she had waited 40 Minutes. There was no apology from the staff and no offer to refund the coffee. I did see that a white card was handed over to the customer with their order but the staff did not explain what this card was. And to be honest I can’t imagine this person will be coming back to use that card (even If it was a free coffee card). I know I certainly be after watching the interaction.

Happy to support small business and I see the care and process that is put into making these coffees however, as a fully qualified barista myself (and having worked at large scale public events) the wait times are unnecessary and unreasonable. Further exacerbated by the lack of service from staff.

Very disappointed and watching this experience further reiterated my own reservations about this cafe and my experiences with wait times...

EDITED Went back to give a second chance and I have to say the food was better, and I was very impressed with the professionalism of which they handled the previous complaint, the discounted food on return was very much appreciated. Service still was unfortunately lacking, I would never want to tell a women to smile, but when you're in the service industry a look other than complete distain for the customers would be nice. Will not be returning for another disappointing experience.

I truly wanted to love this place after hearing so much positive feedback from other locals after a year of living in the area. Unfortunately the mark was missed entirely. I'm not sure whether it was the lack of staff, or whether I was forgotten because I was dining outside by myself, but service was seriously lacking. I never even got asked for a coffee order, had to remind staff I asked for water 3 times, and never a follow up from the meal. The staff did however have the insight to come over and move one of the tables to add to another group, and still didn't ask if I needed anything? I eventually ordered the brisket in a skillet and was severely disappointed. The eggs were overcooked, the meat was completely dry and all in all the meal was horrifically bland. I cannot overstate my disappointment in what I thought could be a hidden gem in...

Hands down the best meal I have had in ages. I went for brunch and the meal was so big I took home most of it for dinner! 😂 The food is fresh, it’s varied so there are plenty of options, the wait time was minimal (I was there about 10.30am) the servings are generous, if you order the big breakfast just be aware that it is MASSIVE 😮. The Chef’s and kitchen staff must surely be a cut above all others, I admire their skill and creative nuances with food. My hot chocolate was dreamy, I can tend to be a bit fussy with hot chocolate, no problems here, it was like having a big hug 🥰. Let’s talk about the staff, every single one I interacted with was lovely and friendly, sometimes I get a bit nervous going to new places but the staff were just so welcoming and they must have all worked through a busy morning but still had warm smiles. Now to the owners, I was lucky enough to chat with one of the owners and he was so nice, we chatted about many things, one of which was his lovely wife (who is a barber there) (Cut & Grind) he spoke with an admiring tone about her which just made me happy (she honestly sounds like superwoman) and his children sound like wonderful people too. Hats off to the Cut & Grind for such an amazing experience, things like this can make an individuals day, you most certainly made mine 😊 see you...