Zarraffa's Coffee Pacific Pines — Restaurant in Gold Coast City

The bubbly, perky and polite store culture has slipped and your main server (Kayla) at 6:11am implies customers are liars when asking to receive what they've paid for. She needs re-training. Context: I bought a beef sausage roll with tomato sauce and tall mocha fusion. Was told price was $14 something. At the window before paying, I asked to add a 2nd tomato sauce, so I paid $15.05... At the 2nd window I was handed my coffe and roll with one sauce. I pulled into the front park and went in to ask for the 2nd sauce. The original server, Kayla (short dark haircut) popped her head around to say there was 2. I said there wasn't, but I'm happy to bring it back in and show. She repeated there was 2. I stated I'm an honest person, I'll go see and I'll bring it back if I'm wrong, but I also usually get no sauce when I ask for one. The young male (Baxter) was polite, friendly, professional and helpful, but that first server taking orders, Kayla, should not imply your customers are lying. You bring the store's usual polite and happy culture down. Bring back your happy servers who sound like they're running a pump class. (Order # 54. Docket # 0304581D507101). Would a liar leave these details? I used my Z card - happy for you to trace it and contact me. Purchase time...

Providing friendly customer service in a way which leaves customers wanting to return is a skill which requires authenticity and the development of rapport. Asking the exact same questions every time I come in and reacting in the exact same way regardless of what I say isn’t good customer service, it’s box ticking. Please just talk to people the same way you would a friend. It’s well established in the field of sales that people want to buy from people that they can relate to. The over the top, ridiculously fake ‘politeness’ you provide only serves to alienate people. I understand the workers are only doing what they are told, this isn’t a critique of them, they are doing a great job. This is a critique of what they are being taught. Management needs to open their eyes. Furthermore, I don’t mind being upselled on a couple of points, but do not ask a customer 6 different questions to try upsell them on a very simple order. This is overkill, and it is driving business away. Do not lose customers in an attempt to get slightly more out of those that tolerate it. This is an illogical trade off. This place has gone downhill, but it has so much potential. Some really lovely workers that do a great job, but they are being lead astray. I hope the right...

Shocked at how annoying it is at ordering a standard coffee at this location now and even more shocked at the response by the staff member.

Ordered a standard "tall almond cappucino". Get asked do you want a double shot (extra charge) - said no, asked do you want the premium whatever beans (more money again) - I asked if there was an additional charge, yes 75cents - said ok no then. Asked more questions about adding on food to the order 😤😤😤 Geez, so annoying when you just want a standard coffee for the price that is on the board!

Get to the window and said to her, "that is a lot of upsales", her reply shocked me "I know I'm good at it, I usually get everyone with at least one but not you mate" 🙄 then i said that it was never like this at this location but it is at others... She said "we are under new management and doing it the right way now" 🤦‍♂️

All's that I know is that since it started my wife and I are annoyed to the point that we won't be frequenting any longer 🤷‍♂️

Update: my wife said they are upsetting everything they can including smoothies with adding yoghurt for an additional charge. Must be proud conning people into paying more when we're all already doing it tough with...