Upselling at Caffe Nero

[CoffeeQuery]

Went to buy a coffee at a station this week. The server took my order and said very casually "Brazilian?"

I automatically agreed, then as she walked away realised they had a promotion on and it was an extra 40p. I said, in mock surprise "Did you just upsell me?" and she looked a bit weary and said "It's in my job description".

She was very happy to change it and I didn't at all want to make her job harder, but am I unreasonable to feel slightly pissed off with Caffe Nero? Station prices are quite high enough without randomly wacking another 40p on.

Or is this just standard practice now and I should get out more?

They've been doing that for ages, and based on the customer service jobs I had as a student she won't have had a choice.

So yeah, it is standard practice, and it is annoying. Happens in lots of shops and cafes.

You should have been told about the extra cost

This is why I quit my barista job, if you don't upsell the manager tells you off.

I don't know why movies tend to glamorise barista jobs, they are actually hell

Yes, I had no issue with her, and felt a bit bad about reacting in mock outrage - but I really did feel a bit outraged, though not at her obviously. I don't think I've come across it before, though I know one chain (costa?) asks if you want a medium and actually it's larger than a standard cup, which also feels like upselling.

Supersizing in McDonald's was, what, 20 years ago? I kind of just assume everything I'm asking is upselling tbh. Really annoying though.

I figure whatever they ask me if I want there is a cost, it is a business to make money

It’s a particular issue at caffe nero though. This is the last place it happened to me.

I wish my local Caffè Nero would clear and clean the tables once in a while.

If I was asked if I want fries with that, I'd know it would cost extra. It was the very casual "Brazilian?" that just didn't register until she was walking away. But I think I really don't get out often enough if this is absolutely standard.

Nothing new, this has always been done in most places as far as I can remember.

And not a big deal either. You can query the price and say no if you're not interested.

I went to costa this morning, it was busy and there was a long queue. Ordered a medium cappuccino. Was asked whether I wanted any food? No thank you. Was I sure I wouldn’t like a breakfast item? No thank you. But they have a deal on where it costs £x with the coffee. No thank you. Ok then, we also have cakes you can get one to take away…. I looked at them, they looked at me. No thank you!

I wont be going back to that branch! So annoying!

They all do it. Just say, no thanks.

The only way to let the CEOs of companies know is to tell them directly. No point in telling the poverty wage workers, or not returning as that gives no message to the people making the workers do this.
But yeah, standard for decades.

It would be wonderful to be able to order something in a care or similar and not be asked, "Do you want fries with that," or similar.

No I don't, otherwise I would have asked for them.

It's the barista who has to do that, so when they are busy serving customers there is literally nobody to clear up tables/mop the toilet floors etc.

I agree re. Cafe Nero. Only very rarely would I go there e.g. with work but it’s always ’want to try our new roast’ ‘syrup’ ‘cream’ ?????

Its definitely not as intense in other places.

Isn't a Brazilian a pubic hair style? I would be most confused to be asked that in Caffe Nero,

It is a big deal because they know that most people won't ask if it costs extra and they also know that most people who accept won't notice that it does and even if they do, many won't feel comfortable challenging it, partly because they've queued up long enough already while all the people in front of them have to refuse X, Y and Z that they didn't ask for and partly because people are socialised not to make or fuss.

If you didnt want it then why did you say yes when she asked?

If you ask for a drink in a pub and they ask if you want a double you would expect to pay more for it. It is no different

I’m sure it says +40p on the boards behind the baristas?

Bet she feels a total fool for asking women if they want Brazilian too

Unless 'Brazillian' is clearly known for 'a larger coffee than the OP asked for' then it's not like getting a double in a pub.

It's more like the OP asked for Strawberry ice cream and the assistant persuaded her to have vanilla instead, without revealing that vanilla was 40 p more for the same size.

Because I've never experienced being asked to pay more for a different bean. And it wasn't put as a question. It sounded more like "it's Brazilian, is that ok?". So I said yes in an automatic, just being polite, kind of way. Then as @Bjorkdidit says, it felt like a big deal to say "actually I just want a normal coffee thank you." Which presumably is exactly how it is meant to work.

I feel so bad for all the baristas (and similar) who have to do this crap. Same with the retail workers who can't let you pay for your shopping without asking whether you want a store credit card.

It's shit for the workers and shit for the customers as well.

An intimate wax for 40p is quite good to be fair!😉