Zarraffa's Coffee Browns Plains — Restaurant in Logan City

The coffee and food are good, however the excessive questions and obvious upsell is enough to turn anyone off this place. The upselling itself is so casual that you don't even realise you are agreeing to something that isn't part of the standard price of the item. I only recently learnt that the coffee I order doesn't actually come with 1.5 shots as standard - every time I ordered the person would say "just the 1 and a half shots today?" or "and with two shots?" and I'd say yes thinking this was the standard it came with, but actually they were upselling and charging me extra which I didn't realise immediately. The people taking the order casually ask "cream and ice cream?" confusing you as to what is actually included in the order and associated price.

In my experience working in customer service and restaurants you are supposed to let the customer know it is additional and as such there is an extra price. You should ask it in a way that makes it clear to the customer that the suggestion is additional to what they have ordered and will also incur an additional price, not just say it as if it is the usual and then hit people with the cost at the end window as you pass their ready order through.

Recently I was asked FOUR extra questions when ordering a coffee including being asked about the actual drink ordered, the size (that I'd already stated), the number of shots and "cream and ice cream?". When I asked why I was always being asked about cream and ice cream when it was included in the drink (because I'm fed up of asking for a coffee order and having to then answer so many questions about each item) I was told "no it isn't standard but it's popular and often requested". Well I didn't request it, didn't know it wasn't standard in the drink and now I know I've been a fool to the aggressive yet sneaky upsell every time.

Training is needed in this area; the current practice seems misleading. Check the ACCC advertising and selling guides. If someone from this store tries to upsell to me again in a casual way as if it is part of the standard order, without making it clear that something is additional and there is an additional cost, you risk being reported...

The management of this store requires staff to ask 2-5 questions per COFFEE in an attempt to upsell.

Not only is it incredibly frustrating to have to say “no no no” multiple times throughout the ordering process, I find it straight up disrespectful. First of all, let me finish my order. Stop interrupting me to ask me if I want to pay more for the same product. Secondly, in this day and age?! Each upsell question you ask would cost $1 per question. When 2 coffees already cost $16 why on earth would I want to spend more?! This is so predatory and I promise that most people who accept these upsells are just saying yes to hurry up the ordering process and because you interrupt people to sneak these questions in. It’s blatantly obvious what management expects of their staff and customers and it’s really quite disgusting to me personally.

I must say, the staff themselves are wonderful, always friendly and helpful and always make a great coffee! It bothers me how annoyed I can get with them when this problem is clearly not their fault. Stop using good workers to take advantage of your customers and put them in the firing line for justified criticism.

It’s really gross and predatory behaviour and it really sucks because we prefer to come to Australian owned businesses and support local franchisees, but we’ll stop if the greed keeps being rubbed in our...

I have been to Zarraffas before a few times (different location - drive through) for Honeycomb fusion - one of the best and fabulous frappes ($9.20 - with extra espresso SHOT). But I came to zarraffas coffee Browns plains (first time) for coffee and had some work to do (for Wifi). I bought MASAI - Mocha - I cannot believe that the tallest coffee they serve comes with 2 shots of espresso!!!! The flavour just doesn’t go well together as it lacks Coffee flavour and it is just too sweet. And the other options (Grade, Regular & small) - all comes with 1 SHOT of espresso - which is really ridiculous. I mean, how can you serve a regular or Grade size Coffees with 1 SHOT espresso and MASAI with 2 SHOTS???? Ended up paying for 2 extra shots of espresso - $1.50 on top of $7.00 (unreasonable). And finally the Wifi they offer is exactly for 30 minutes - 2 devices - which I think is not good marketing (pretty much asking the customers to leave the cafe in 30 minutes - considering most people come to a cafe alone is to WORK)!!!! I probably won’t be back to Zarraffas for...