Outraged customers have slammed a cafe for a “sneaky” surcharge on its menu, prompting the owners to hit back.
Woodland Café in Mascot, Sydney, charges $7 for a juice, but customers who don’t want ice must fork out an extra $1.
Customers balked at the charge after a man shared a photo of his receipt on social media showing the surcharge for “no ice.”
Cafe management defended the surcharge, arguing that additional juice is needed to fill the cup. Yahoo News reported.
Despite the surcharge being clearly detailed on the cafe’s menu, many Australians branded the practice stingy and ridiculous, sparking a divisive debate online.
“Ice costs restaurants and cafes money. Some have expensive ice machines and make it themselves, others buy the ice… If you don’t want ice, you’re saving the cafe money. It should be offset,” one wrote.
Another added: ‘Either way, it’s a sneaky move and cafes get away with these sneaky charges because customers don’t ask or question them.
A third commented: “This is disgusting. They are charging more than they should to cover their costs. Don’t normalise this. Would two ice cubes be enough… without the cost?”
Mascot’s Woodland Café has divided Australians over its surcharge
However, others disagreed and believed it was fair to charge for extra juice since the ice took up one-seventh of the size of the glass.
Sandy Fitzgerald, a senior lecturer in marketing at RMIT, told Yahoo that customers can be fickle in times of crisis.
Businesses argue that surcharges keep their doors open because the operating costs of running a business on certain days are higher (mostly related to wages), he said.
‘However, many people have criticized restaurant owners for charging exorbitant surcharges and failing to provide a good service experience. In turn, customers avoid eating during these periods, which means less revenue for the business.
Ms. Fitzgerald suggested that restaurants find “creative” ways to break even rather than relying on “‘exorbitant surcharges’.
Hotel companies are struggling, with a CreditorWatch report predicting that one in 11 is expected to fail in the next 12 months.
The cafe owners said the $1 surcharge is fair because of the extra juice they need to add to the drink if there is no ice in the glass.
Many Australians called the surcharge for not having Woodland ice stingy and ridiculous.
A dramatic drop in customer spending is the main driver behind this forecast. As inflation continues to rise, the risk worsens cost of living pressures.
Experts have warned Businesses should avoid adding unnecessary surcharges to retain their customers.
Other hospitality businesses have also been criticised for adding unnecessary charges to menus.
Peter Williams posted a review of Leaf and Vine cafe in Melbourne’s east, criticising the business for charging a $1 surcharge to heat up its bagels.
Cafe owners Bec and Pete Murray blamed the “mistake” on a novice cashier and a till with too many options.
Ms. Murray assured customers that the cafe does not normally charge for heating up a muffin.
Another diner expressed his frustrations after paying a 10.79 percent surcharge for his dinner at a restaurant in June.
The restaurant bill had a 0.79 percent surcharge because they paid by card and another 10 percent because it was the weekend.