Zarraffa's Coffee Ferry Road — Restaurant in Gold Coast City

My experience with Zarraffas' customer service was extremely disappointing. The attitude of the staff was unacceptable. When an order, which was the same as mine but a different size, was accidentally taken, instead of politely informing us of the mistake, a staff member rudely approached our group, accusing us of taking the wrong order. The same staff member proceeded to loudly yell behind the counter, announcing rudely to everyone that a mistake had been made. This was heard from accross the room.

Adding to the frustration, a second order was called out, identical except for one with coffee and the other without. However, the staff failed to specify if the order that was made had coffee or not. Another member mistakenly took the order, assuming it was theirs. No staff were checking any ordered when they were taken. Two of our friends approached the counter to clarify, based by the previous incident. When one member unknowingly took the coffee order and tasted it, realizing the error, she politely requested a remake for the correct person.

While the staff prepared the replacement, they audibly questioned why customers were consistently taking incorrect orders, overlooking the fact that the issue stemmed from their own lack of clarity and oversight. The staff didn't acknowledge pur group when we left. This recurrent lack of communication and accountability left a distinctly sour impression on our...

August 18, 2025 at around 12:30pm. I ordered a grande iced-latte less on the ice. Haven’t heard my order to be picked up. So after awhile I went to check and ask if the coffee at the pick up area was the iced latte and the asian shiela said yes. I told the asian shiela and indian guy wearing glasses that they need to speak up. The indian guy looked at me badly and said we did speak up. So I told him you need to speak up meaning speak louder for customers to hear. Then he looked at me again in a very bad face. The asian shiela probably called out the order like a mouse. I am very disappointed with the indian guy wearing glasses how he looked at me. Has no manners and respect at all. This is the first time I have experienced this in this place. He is sooo rude and even looked at me again in a bad way when he went out of the shop.

This is my go to coffee shop. Been going here for years and years since 2016. Even I live in Broadbeach now I still go to this place just for coffee but because of the indian guy wearing glasses acted that way. I might bring my coffee addiction somewhere else. SO RUDE. I am not sure if he is Indian or NZ. He has been working in this shop for a long time, don’t know what happened to him but I am so disappointed.

Will talk to the owner if I get the chance to...

My partner and I were served in the drive through by a small Asian lady with the iPad. My partner ordered a grande almond cappuccino and I asked for the same but in the bigger size, upon being told it was also a double shot, I asked for the grande instead. When we got our coffees, 1 was almond and 1 was regular milk (I am lactose intolerant) and we said that “they were both meant to be almond milk sorry.” The small Asian girl overheard us saying this to the barrister and came and immediately said “no you ordered 1 almond and 1 regular.” This then caused the barrister to rush the coffee and make it unprofessionally, no foam or chocolate powder on top, instead I got a flat latte.

What I learnt from working 5 years in hospitality myself is that the customer is always right, because in cases like these when we are ACTUALLY right, the attitude and unprofessionalism we received instead has turned us away from coming...