Complaints about an in-store experience

We're sorry to hear that your visit to The Coffee Club didn't meet your expectations. We want to understand what happened and make sure your feedback reaches the appropriate team.

When contacting us about an in-store complaint, please provide:

• The café you visited
• The date and approximate time of your visit
• What happened
• What you ordered, if relevant
• Any other information that may help us understand the situation

What happens to my complaint?

Our Customer Support team will review the information you provide and, where appropriate, contact the relevant café team for further information.

Because cafés are operated by individual café teams and franchise partners, some matters need to be addressed directly by the café.

We cannot assume what happened based solely on one side of an interaction. Where necessary, we may need to obtain further information from the café before we can provide an appropriate response.

Can you guarantee an outcome?

We can't guarantee the outcome of a complaint or promise that a particular action, refund or compensation will be provided.

We'll make sure your feedback is directed to the appropriate team and provide any assistance available to us.