UNACCEPTABLE SERVICE AND PRICING

Dear Management Team,

I would like to formally raise a concern regarding the service I received at your Xpresso Gateway Mall branch this morning (between 08:00 and 08:30).

I have been a loyal customer of Xpresso for a long time, regularly purchasing from various branches including Tongaat Mall, the store near Ignition Call Centre, and the Park Square branch near CCI. This morning, for convenience, I visited the Gateway Mall branch near Wimpy to purchase my usual hazelnut cappuccino (R14) and an additional empty cup, which I am normally charged R2 for at other branches.

However, when I received my receipt, I noticed that I was charged R28. I initially assumed that I had been billed for two cappuccinos and decided not to disturb the cashier. When the barista served my order, I was given only one cappuccino and one empty cup. Upon querying the price, I was informed—repeatedly—that the empty cup alone cost R14.

This was surprising and disappointing for several reasons:

The price of the cup was never communicated to me before payment.

At other Xpresso branches, I have consistently been charged only R2 for an empty cup.

The manner in which the situation was handled felt dismissive and unprofessional, with staff whispering to each other instead of addressing my concern directly.

I am not disputing your pricing policy; however, clear communication with customers is essential. Had I been informed beforehand, I could have made an informed decision.

I trust that management will address this matter and ensure staff receive proper training on customer service and communication. This experience has left me reconsidering my choice to purchase from Xpresso Gateway Mall in the future.

I look forward to your response. Kind regards, Wesley Pillay