The Coffee Club Café — Restaurant in Western Australia

NOT COMING BACK AFTER THIS!

I’m usually a regular at Coffee Club Riverton. I don’t normally bring my two kids (4 and 5), but since it’s school holidays, I thought I’d treat them.

I ordered the Club Big Breakfast and a kids sandwich meal. The QR code on the table wasn’t working, so I went up to the counter. The kids menu clearly said ‘Choose two: vegemite sandwich, avo sandwich, or fairy bread. Served with crisps.’ I asked for the kids sandwich with a vegemite sandwich and fairy bread. No dramas.

Ten minutes later, both meals came out. What they served my sons was four triangles of plain bread with vegemite and sprinkles slapped on top. No crisps. My son who loves fairy bread took one bite and spat it out into a tissue. I don’t blame him. I looked back at the menu and even Googled images to double check, because I was so confused.

I flagged a waitress and asked if it came with crisps- she went to check. A few minutes later, the manager came out. I walked up to the counter to chat with him, thinking he’d help. Instead, he just doubled down. I explained what I ordered and showed him the menu. He argued with me, saying “you asked for a vegemite sandwich AND fairy bread” like that was the issue. I said yes, that’s exactly what I asked for, it says choose two. He pointed to the plate and said that was both. It clearly wasn’t. Even when I pointed at the official menu on my phone with the photo, he wouldn’t have it.

Eventually the waitress came over and backed me up! She looked at the kids menu and said I was right. The manager then brought out the company recipe card and I pointed to the exact photo of what I was expecting. Still, he kept going in circles trying to justify it. “But you said vegemite sandwich and fairy bread, so you don’t want the fairy bread now?” I honestly felt like I was losing my mind.

20 minutes later, they finally brought the right meal out. The poor waitress apologised (she was lovely), but the manager still hadn’t. I ended up calling head office because I was so upset! I was six months pregnant, sitting there on the verge of tears and just trying to enjoy a simple outing with my kids.

Then after the call, the manager finally came over to the table. And instead of approaching calmly, he stood right next to me, towering over me and my kids. Again- I’ve worked in customer service for 11 years. Rule number one: don’t stand over your customer like that, especially when they’re sitting down with their kids. Step back, or kneel if needed, and apologise properly. It felt inconsiderate and intimidating.

He said sorry and blamed it on the fact he doesn’t work in the kitchen and doesn’t know the menu (aren’t managers supposed to know that?). I said I was more upset that he argued with me even when he was clearly wrong. He again said that I told the waitress “vegemite sandwich and fairy bread” and that’s why this happened! I was once again made to feel like I was the problem, and told him to leave me alone 3 more times, each time he ignored me and continued to blame my wording.

He offered me a coffee, but by that point my Big Breakfast and hot choc were stone cold, and I just wanted to get out of there. I wasn’t chasing freebies but I did expect something- a refund, a voucher, or at least a proper apology without all the attitude.

I’ve never been made to feel so dismissed especially by someone in a manager’s role. I honestly don’t think he’d have spoken to me that way if I were a large man.

Really disappointed. Won’t be coming back, not because of the food but because of the way I was treated. Coffee Club, you need to retrain your managers- this was beyond...

If i could give this no stars, i would! I recently went into the coffee club and we expecting great service just like the carousel branch. unfortunately that was not the case. I ordered the bruschetta and my partner ordered a burger. the bruschetta came without ANY feta cheese as advertised on the menu. i took it back to the counter as politely as possible. the customer service was then horrendous. no apology no nothing. they came back to our table with just a sauce dish of feta cheese. 💀 not even quarter of what is supposed to be on the bruschetta. i took it back to the counter again, politely once again and they came back with the newly made bruschetta this time with no balsamic dressing on it 🤣🤣 i don’t understand… bruschetta is one of the most simple dishes there. i once again didn’t receive any type of apology but i just decided to not even bother bringing it back again as i was waiting to eat for 20+ extra mins after receiving the one with no feta. No customer service here at all, at least from the team that was working that day. the man that seemed like the manager was taking my partner’s order and he was very unwelcoming and didn’t take kindly to requests such as how i simply wanted my eggs to be scrambled.. thats it. he also offered a dipping sauce for the chips.. we never got that sauce.. 😂 worst service i have ever had. im never a karen and i haven’t ever written a review but this branch of the coffee club deserves it. please do not go here and head over to a different coffee club or to a...

Absolutely appalling!!! Waited over 40 mins for our meals and when we followed up we were told we had at least another 30 min wait. When we asked for a refund because we had to take a family member to the airport and could not wait any longer the manager then came out and gave us a serving, explaining this is the standard for them on weekends, Saturday and Sunday are their most busiest time and their kitchen staff just can’t keep up...BUT WAIT FOR THIS... instead of simply apologising and kindly refunding us the Manager then had the audacity to turn the problem on to us and told my mother that she should have advised them at the beginning of the order. NO LADY, No one should ever wait for over an hour for their breakfast to be served!!! Also it’s not the customers issue that you are busy (like most places), may be get more staff in if you know your weekends are the busiest. I was just gobsmacked!!! Who speaks to a customer like that. My mother was very polite the whole time and she was even apologising for asking for a refund, that’s when I had to intervene and tell the manager she was out of line. In saying that the young girls behind the counter were lovely and very apologetic. May be the manager needs to learn some customer skills from her...