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?

M&S do it too? That's it, we're doomed. It's the end of civilization as we knew it. 😂

Omg this reminds me of when I was 16 and it was my first time ordering a hot chocolate at Costa (I usually just made these at home😂). The woman serving me was lovely and she started saying all these things like, ‘do you want sprinkles?’ ‘Marshmallows too?’ I happily agreed thinking that it was going to be lovely.

She only added on an additional £2.50 with all the extras!! I hear you OP. Now I know better but I do think the extra price should be mentioned. It’d be helpful if they said, ‘Do you want to pay 40p more and get X instead?’ At least you‘ll know what you’re in for

I worked at Costa 20 years ago and we had to do this. We were mystery shopper checked to make sure we were offering all the upsells.

It is sneaky, but don't blame the member of staff in store, complain to head office.

Just say no.

Simple really. Don't blame the member of staff for it. A perfectly normal business practice.

It's not hidden charges for things you have to have, such as printing out a boarding pass.

I used to work for a high street bank in a city 100 miles away. I left the job after 6 months as they wanted leads for mortgages, savings, loans etc. If customers want one of these, they should book an appointment for those themselves.

Walked into a call centre back role for more money and less stress.

Plus could ditch the bank trousers that made my legs itch. Wore a pair of my own and got told off. I said no customer is going to know.

She was good at her job. I enjoy seeing anyone who's good at what they do.

I once saw a barmaid in an "Irish" pub upsell to a stag group on a pub crawl. They went in for beer and bought that plus shots, cocktails and snacks and loved her for it. The skill was a thing of beauty, I love watching anyone who's good at what they do.

I had to do it in a banking job. I went to visit a customer with a long list of things that would "meet his needs". Sold him every one and as I left he said "I like you as my bank manager, you never try to sell me anything". The best compliment I've ever had.

I wouldn’t even know what she meant by it, and wondered if she was asking if I was Brazilian.

I bought an Iced coffee from Costa recently and the lady asked if I wanted cream. My face must have looked suspicIous because she said straight away that it’s free.

Also, Subway always ask if you want extra cheese and don’t tell you it costs extra.

I really couldn't get worked up about this! Station prices are what they are, but or don't buy, your choice.

People are very sensitive and half asleep just say no thanks.

No need to work up into a rage about it.

So more like when you order a Coke in a pub and they say 'Is Pepsi ok?'

It's been standard everywhere for years.

You are just pissed you got caught out with it and didn't default to saying no to it which you should do as standard.

I really hate upselling I avoid Superdrug because it's so annoying and they never seem to take no for an answer in there, I don't want to buy or try umpteen different perfumes, I just want my toothpaste I came in for thanks

So you've actually bought umpteen perfumes? Or have you said no and they've accepted?

@Blarneytalk they are too pushy in my local Superdrug, no should be no. But they will.offer one.and ill say no thanks, then it's what about this one... its a pain so.i just don't go there now, I go to Boots instead where you can just buy what you want and leave

“So more like when you order a Coke in a pub and they say 'Is Pepsi ok?'”

Yes, this is exactly what the interaction sounded like. It wasn’t “house blend or Brazilian?” say, where the OP knew she was getting a more specialist (aka £££) choice

My local indie has three coffee roasts, they ask “light, medium or dark?” But they all cost the same. It’s just run by coffee nerds 😀

@Blarneytalk but the whole point is she wasn't initially told it cost extra so she didn't have the choice not to pay extra. It's sneaky upselling methods.

YANBU, neither was the poor employee, they do make you do it in lots of places. I wouldn't have spotted that subtle upselling either but good for you for challenging it. Think I'll start making sure I check if something costs extra or not from now on.

Coffee#1 is owned by Caffè Nero..

😂, yes, I was wondering on earth why a barista would be asking whether you want your bits waxed!

This. If I ordered a coffee and they said “Brazilian?” I’d assume it was like when you order a Coke and they say “Pepsi?” No extra charge has been mentioned so I wouldn’t expect there to be one.

My local cafe does something similar with their breakfasts. You order a cooked breakfast and they say “Black pudding?” without telling you it’s an extra £1. Then they say “Cumberland sausage?” which is £1.50, “Sourdough toast?” which is £1, “Cappuccino?” which is £2 (the latter is especially confusing because you get coffee with the breakfast, but cappuccino is an upgrade from the free filter coffee that comes with the meal).

You say “yes that’s fine” to every question because you think those things come with the breakfast and they’re asking if that’s ok for you. Then your £10 breakfast rings up at £15 and then you’re confused and have to tell them they’ve made a mistake, and get the extras taken off. Literally every new customer makes this mistake until they get wise.

I do feel this is misleading, people saying it’s clear it costs more, not sure how- it was set out more as a statement, as to the type of coffee they were offering, not another more expensive offering

Then contact trading standards.

It possibly falls under misspelling

https://www.citizensadvice.org.uk/consumer/changed-your-mind/if-you-were-misled-or-pressured-into-buying-something-you-didnt-want/

Absolutely. I had exactly.the scenario OP describes. Ordered a coffee and barista said "summer blend?". Luckily I'm a bit deaf and things take a while to land in my brain as I'm always thinking of ten things at once so I said "pardon?" Which was enough for her to have to say "our summer blend, would you like to try it?" Also luckily, I've fallen foul of this before in other places.and these blends are always weak as water so I asked "which is strongest?" and she said "house blend" so I said "house blend then". It was only afterwards it occurred to me,.looking more closely, that they were trying to whack an extra 50p onto my already expensive toastie and coffee.

But I agree, it was just like OP said, casually asked as if it was now their standard coffee and with no mention of an extra cost. I think it was in particularly poor taste when many of those in the cafe queue were much older than me (and I'm not young) and a good few were asking for a "coffee" as they come from an era where a coffee was a coffee and that was that! I can imagine them being particularly vulnerable to this kind of upselling. It all feels a bit underhand.

Caffè Nero is my favourite chain coffee place. But yea while upselling is part of the job the way yours put it it's like you were just choosing between two same priced items. I don't mind if they ask 'would you like a cake with that' or whatever, because sure that's their job. But then it's clear the choice is an extra cost.
They should also have it clearly sign posted like 'try our specialty June coffee: Brazilian for 40p extra' where you order. Do they?