Gloria Jean's Merrylands — Restaurant in Sydney

Huge complaints to Gloria Jean’s Merrylands! I went there to use my birthday reward. Ordered 2 coffees, but when I tried to redeem my birthday voucher, the Asian lady at the counter (with broken English) was extremely rude. She said because of “New policy” I cannot use it. The voucher terms and conditions provided to me made no mention of this requirement.

First she said I need to be a member more than 1 year, saying I don’t have points. If that’s the case, why send me a birthday voucher at all? Misleading customers!

If I don’t collect points every time, I am not really a customer? I have been a member for years, and my birthday offer was clearly showing on the POS, but she kept refusing and made me feel so unwelcome.

I was so upset I didn’t even buy the other coffee I wanted. Later they just told me “system error.” that I got the voucher. If that’s true, why embarrass and frustrate customers like this? Totally unprofessional.

Avoid this store – very...

Really disappointed with the service at Gloria Jean’s Merrylands. I’ve been a loyal member for over 5 years, but when I went in to redeem my birthday drink, the staff member (an Asian woman with broken English) rudely refused, claiming I was a “new member” just because I don’t scan my rewards card every single visit. Her tone was aggressive and dismissive, and she showed no interest in helping or resolving the issue. I even mentioned that I was happy to pay for the drink, $7 isn’t a big deal,but she still offered no assistance, no alternative solution, nothing. Birthdays are supposed to feel special, not frustrating. I’ve never had this kind of treatment at any other Gloria Jean’s. Management seriously needs to train their staff on customer service, especially on how to speak respectfully and offer...

Not a great experience - 35/100 score

I dont usually write many bad reviews for places as I aim to give honest, balanced views.

However, the customer service at this place is shockingly bad. I think the fact that they hired what appears to be a young high schooler and did not give them basic training is one of the issues here. The manager also appears to be fairly short with unknown customers but warm to 'regulars' who they know on a first name basis. Its OK to be preferential like this, but please don't make this so obvious - it makes the rest of us visiting patrons feel clearly like second class citizens.

The only saving grace is the coffee quality, which is OK but less comparable to other GJ branches around. Also, their menu is less extensive - for example "we don't do cold brews here" is...