Coming straight to the point, have had two bad experiences in last one week with two different outlets of Cafe Coffee Day.
* Was at Hudson lane outlet and ordered for a Darjeeling (Tea). The waiter asked me if I would like to add some Chocolate or Hazelnut syrup to it. I asked him are you sure you want to do any of that? He said yes sir you have an option. I was like WOW! Darjeeling and tea would never be same again if that happens. Curious to know what would happen, I asked him to put hazelnut syrup/sauce. Out came my tea in few minutes which has its usual color and aroma. On asking where was the hazelnut syrup the waiter said it was in the tea itself. There was no point in telling them that the tea tasted exactly the way it should and there was no add on. Ultimately had my money refunded, however wondered what would happen to the tea producers of Darjeeling if they knew this was happening to their beloved product.
|Cafe Coffee Day Bill for Darjeeling tea.|
|Darejeeling Tea which is supposed to have Hazelnut Syrum.|
* At the Rajinder Nagar outlet on Shanker Road ordered a Cafe Latte. 5 Minutes later server walks in with a coffee in hand, one look at it and I said it was Cappuccino. I asked him if it was cappuccino, he asked me what did I order, on telling him that I ordered a Latte he said it is Latte Sir. I decided to take his word and ignore the extraordinarily light color of my drink and attributed it to unknown factors. One sip of the drink and Voila! It WAS a Cappuccino. Ultimately got my drink replaced with server telling me that he just joined duty and he just served was given to him. I decided not to waste my time further and enjoy my coffee and work which I was there for.
And surprisingly on asking for a feedback or complaint form, they said they have none and I should email my complaint.
Besides these incidents I have personally experienced the order taking process of Cafe Coffee Day and Costa Coffee where when taking the order they would ask you if you want your drink with a particular type of sauce or would you like to have your frappe with ice-cream or something else. They never mention the words add-on or anything else. A very deliberate attempt by them to fleece unsuspecting customers to get add-ons added as customer ends up thinking that they are talking about a variant of the same drink.
I am sure in the end the technical information would be there and they would not be cheating or fleecing technically speaking, but is the point or the spirit or user experience is? What happened to fair business practices??
Being at the helm of things at Eatlo, I keep on hearing such attempts to fleece customers by these coffee shops. I guess its important to be on constant guard when ordering or interacting with staff of these coffee shop chains.
Are they taking their customers for granted? Is the staff so poorly trained or is so hell bent on selling that they would sell Darjeeling Tea with hazelnut syrup to the customer in first place and then lie or be clueless about it? Or just tell the customer whatever gets the job done at the moment, like calling Cappuccino a Latte thinking that customer is stupid? I am sure lot of you guys would have faced such experiences, so would request you to share them here in the comment, so that we all can know the ways we can be cheated by the staff of Cafe Coffee Day and likes.
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