Wonderwood Eatery — Restaurant in Sydney

As a regular at Wonderwood Cafe for over a year, grabbing two coffees almost every day, I’ve become a familiar face. Just last month, I alone spent $150 on coffee, not counting what my wife buys or our weekend meals. The staff even knows me by name and often gives me coffee reward cards, since I tend to forget mine.

But on my last visit, when I asked to redeem a free coffee without my card—given how often I’m there—I was surprisingly turned down. This denial wasn’t just a letdown; it was embarrassing in front of other customers.

Loyalty programs should be about more than just transactions; they're really about recognizing and appreciating your regulars. Unfortunately, by not honouring a small $5.50 coffee in light of all we've spent, you’ve really hurt our relationship. This oversight has lost you not just one, but two loyal customers. It’s a clear sign that sometimes the best business strategy is the simplest: appreciate those who come back time and again. Loyalty is about real relationships and acknowledging regular support, not just hole punching boxes on a card.

Jonny and Jules

RESPONSE TO BELOW COMMENT:

Thank you for your response. However, I must express how truly disappointed I am with the explanation provided. While I understand the need for policies to ensure fairness and efficiency, it is disheartening to feel that our loyalty and regular patronage are overlooked.

Over the past year, my wife and I, along with our dog Nala as you know, have become regulars. Our daily visits are not just routine; they are a choice to support your family-run business over countless others. It's troubling to think that after hundreds of visits and significant financial support, a small oversight on our part could not be met with a bit of flexibility and understanding on yours.

The insistence on strict adherence to a policy and technicalities, especially when loyalty and regular patronage are evident, is a missed opportunity to show real customer appreciation. Suggesting that giving out an occasional free coffee could jeopardize your business misses the larger picture. The real threat to any business isn't generosity but the absence of loyal customers. It's the days when people stop showing up that truly put a business at risk, not the days when a regular family of 12 months is given a small token of appreciation.

The loyalty card system, while intended to reward regulars, should not become a barrier to customer service or a cause for embarrassment and disappointment for your most frequent visitors. I had hoped for a response that reflected an understanding of these nuances of customer service and loyalty.

We are saddened to depart from your cafe under these circumstances, especially over something as minor as a forgotten card, but it underscores a larger issue of how valued we truly feel as customers.

Thank you once again for your time.

Best regards,

Jonny and...

Our experience at this cafe was disappointing due to poor management and long wait times. On our second visit, our family of four (including two young children) was told there were nine parties ahead of us and to expect a 45-minute wait. I added our name to the waitlist and ordered food for takeaway to compare which would be quicker. After spending time at the nearby park, we received a call that our table was ready. I informed the staff we’d prefer to dine in and asked them to notify the kitchen. Upon returning, we were seated at the most uncomfortable table—outdoors in a plastic-enclosed area under intense heat. No water was provided with our food, and after asking three different staff members with no success, my husband had to go to the counter just to get water for our kids. If customers are expected to sit in such conditions, at the very least, water should be readily available. The cafe is clearly understaffed for the volume of patrons it attracts. A major issue lies in the current reservation system—consider switching to a buzzer system to ensure guests return when their table is ready (I am certain that many give up and leave without notifying the cafe), and reserve a limited number of tables for phone bookings to better...

Came by to this cafe twice in one week!

A hidden gem consisting of: a wonderful team of staff (big shout out to Lewis who was ever so friendly, helpful, personable and hilarious. You are definitely an asset to your Wonderwood Eatery team) a wide variety of flavoursome food options which were generous in portion and reasonably priced (if you're a fan of the McDonald's breakfast mcmuffin, you must order the Hot Mess Roll - it elevates the typical breakfast muffin to a whole new level. A must try!). an extensive array of drink options on offer. I can definitely vouch that their latte range is delicious (especially the taro and chai). a range of both indoor and outdoor seating options, not to mention a playground right out front which is perfect for keeping the kids entertained a seamless online booking system (loved how easy your opentable booking process is and thank you for being so accommodating with my table preference request i.e. enough space for a pram and high chair)

Overall, an awesome cafe worth checking out if you are in or...