Katya
Google
We absolutely love Suuapinga Cafe and have been loyal customers for years. Your coffee consistently has a great taste, and your baristas are almost always very friendly and a pleasure to interact with.
However, I had a very disappointing experience today regarding your stamp loyalty card. I had accumulated enough stamps for one free coffee. In the past, when using this reward for two drinks, I've always been charged for the less expensive of the two coffees.
Today, the staff member, who was training a new employee, insisted I must pay for the more expensive drink. When I questioned this practice, she confirmed it (although saying she would check with the boss), but only after I paid.
The issue isn't the small difference in price; it's the principle and the approach. This deviation from the standard treatment is not written anywhere, and the interaction felt stubborn and dismissive. This kind of interaction, especially after years of loyalty, made me regret coming in today.
I genuinely hope this can be addressed. You've built a fantastic community and a great product, and it would be a shame to lose loyal customers over a small, poorly communicated, and non-standard application of a reward that is meant to make us feel valued.