Ocean Grind — Restaurant in Torquay

I will no longer be spending money at this business! The Cafe menu and service needs attention: (Edit: The business has since also responded poorly to this review, and I have added words)

I have often stopped here to buy coffee beans as they roast great coffee beans. When I do, I generally also spend money buying coffee(s) at their Cafe, which is easily over $60-70 per stop.

They DO NOT have a Lactose Free option! They previously stocked a really good Soy Milk that made good tasting coffee, but have now changed the Soy Milk to a cheaper brand, which ruins the flavour of their coffee!

When I inquired about the change of Soy Milk, and the poor taste, I was told by service staff that it was to save money, and that I was not the first person to ask about the change. There is no willingness from Management to properly discuss rectifying this. The Cafe has not reduced the price of their coffee, or soy milk charge. They DO NOT stock Lactose Free Milk!

So the motives of the change of soy milk must therefore be purely profit driven, and not consdering of customer satisfaction!

I will no longer be stopping here to give this business my money, I will investigate better local coffee roasting businesses in the region.

Edit: I have now reduced my star rating. The business response has only reinforced my message that the business has no desire to receive feedback or have civil discussion about their milk choices. It doesn't matter what you've always done, the world changes, and so do customers, and their choices. If the business honestly believes that this is a fair soy milk choice that is 'on par', and they don't need a lactose free option, then they deserve the feedback, and to lose customers.

The response from the business is appauling! Where is the customer service?! I have very definitely had these discussions with staff, on more than one occasion, at one stage a manager person was over looking and listening in but decided to stay silent, hence me deciding to write the above review.

How dare you accuse me of falsehood, just because you don't like the feedback! You responded within two hours, therefore you have not had a chance to investigate anything with your staff members...

Love Ocean Grind coffee, but i don't appreciate that my customer feedback, which was given very politely and kindly in store, has been mentioned below in the response from the Cafe as being defamatory. That's ridiculous. The roasted coffee beans are super awesome, and the food they do at the cafe is great. If you enjoy the milk alternatives, check this cafe out and enjoy. I am not a fan of the alternative brand of milks that have been chosen by the cafe, I was told this was to save money on the costs by staff when I spoke to them about the feedback. It is perfectly okay for customers to give honest and fair feedback about milk changes and the impacts on the coffee. The surcharge doesn't change and yet the milk is terrible, that is fair feedback. I changed my review because of the change of milks because this has impacted the quality of the coffee,...

Had an average experience here unfortunately. Staff quite rude and you are forced to sit there and have your coffee from their “mug library” which was old chipped mugs as they don’t offer takeaway cups. (Which we completely understand is better for the environment) but from being interstate and not carrying our keep cups with us, this was disappointing and have had many takeaway cups that are biodegradable and recyclable. We weren't given the option to pay for a reusable takeaway one. The mugs were the only option and the coffees were average in...