I was DISGUSTED by the way I was treated on my visit today at 1030 am to the Coffee Club Casuarina. I took a seat and made sure to position my pram out of everyones way, but a old lady siting at the table next to me disagreed with me bringing my baby and her pram to the coffee club and proceeded to insult me VERY LOUDLY whilst members of staff walked past watching, when she proceeded to stand up and yell i my face I asked her to please get out of my face the lady tried to grab her walking stick to hit me with it My companion asked the staff to please call the security as I feared she would harm my daughter but the response was NO as she has dementia!!! WHAT!!! If I was attacking her security would be called Im sure! So of course I left Coffee Club for my daughters safety! I am disgusted by the behaviour of Coffee club staff!! Michelle Flynn
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To whom it may concern,
I would like to lodge a complaint in regards to my ¡°coffee club experience¡± on Sunday, 9th of August at approximately 14:00 at the Bondi Junction Westfield franchise.
I placed my order with a female staff member (tied blonde hair, wearing a black & white pin striped shirt, speaking with an accent). I ordered one iced coffee and one hot chocolate. I paid $7.70 and waited at the table for order.
I waited for a relatively long for order and when I did get my order ¨C I got a latte and hot chocolate. I told the waitress that this is not my order ¨C what I ordered was an iced coffee and hot chocolate. I went up to the cashier to the female staff member who originally took my order and requested that I get a take away as my parking ticket was due to expire.
The female staff member then says to me that I ordered a latte and hot chocolate ¨C and shows me the pad that she wrote on as evidence and says ¡°why would I write latte on the pad if you didn¡¯t order a latte?¡± She then tells me that $7.70 is the price of a latte and hot chocolate and emphasizes that I was wrong. I told her numerous times that she heard incorrectly, took down the wrong order and began to pay her the $1 difference in price. The staff member keeps on arguing saying she was correct and claims that I was giving her attitude. The staff member then says ¡°take your money, we don¡¯t want your order!¡± and hands me back $7.70.
Firstly ¨C I hope that she is not manager on that day ¨C if so ¨C there is a serious recruitment problem that you need to address.
Secondly ¨C It is severely disappointing that coffee club, being such a large franchise, have employees that do not know a simply rule of customer service - never argue with your customer.
Thirdly ¨C It is a unique experience to know that coffee club rejects customers.
Lastly ¨C I will advise coffee club to get staff to repeat orders and provide receipts to customers, to prevent employees from arguing with customers again and accusing them of making wrong orders.
I am very disappointed with coffee club and I will NEVER go back again for more seriously terrible customer service.
I would appreciate a timely response on how this matter has been dealt with.
Regards,
Kerry
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