A popular cafe located south of Perth has ignited a significant online discussion this week after a customer made an unusual request for a refund on a drink purchase that occurred three weeks earlier.
The Unusual Customer Request
Surfing Lizard Cafe, a well-known eatery in Secret Harbour that serves breakfast until 3pm and prepares up to 800 drinks daily, found itself at the centre of this unexpected controversy. The cafe's outgoing owner, Tam Tran, who regularly shares business insights and encourages debate on the Surfing Lizards' Facebook page, presented his followers with a particularly puzzling situation.
The Three-Week-Old Receipt
Mr Tran reported that a customer entered his establishment on Wednesday and presented a receipt while asking to speak with the manager. The receipt documented the purchase of two beverages - a tropical smoothie and a Vietnamese iced coffee - along with two big breakfast meals. The customer claimed she never received her Vietnamese iced coffee during that original transaction.
The crucial detail emerged when Mr Tran examined the receipt more closely. The purchase date indicated the transaction had occurred three full weeks prior to this refund request. When questioned about why she hadn't addressed the issue on the day of purchase, the customer explained she had been "too shy" to speak up at that time.
The Social Media Response
Mr Tran turned to his social media audience of 28,000 followers, posing the question of whether he should have granted the woman's refund request. The response proved both substantial and surprising, generating approximately 500 comments with diverse perspectives.
Support for the Customer
Many commenters expressed sympathy for the customer's position. One supporter wrote: "Honestly, I would thank the customer for not being shy today and for letting us know, give her a refund or a drink and make sure she felt valued and welcome to return."
Another commenter humorously noted: "$83 for 2 breakfasts and 1 drink probably has been slowly eating at her for weeks... couple breakki brandys gave her the confidence of raygun, I'm on her side."
A third response highlighted potential anxiety issues: "Imagine having severe anxiety and not wanting to cause a problem by not speaking up on the day, but growing the balls to finally be heard and some potato making content on that."
The Owner's Decision and Alternative Perspectives
Despite this supportive feedback, Mr Tran ultimately refused the refund request. He explained his position clearly: "Sorry, lady, we can't give you a refund on this. Not because we don't care ❤️ But because good business needs fairness, systems, and boundaries."
Interestingly, some commenters shifted focus entirely from the refund debate to express astonishment at the receipt's total amount. One woman commented: "Hang on a second, I'm more captivated by the price of the breakfast, forget the refund."
Another reader remarked: "Well, for starters, I'd probably not charge my customers $41.65 for a coffee and a 'big breakfast'." The receipt showed the two big breakfasts and two drinks totaled $83.25.
Business Lessons from the Experience
Mr Tran concluded the discussion by offering what he described as a "small lesson" for both cafe owners and customers. He emphasized several key points:
- Customers should speak up early about any issues
- Problems should be addressed on the spot whenever possible
- Businesses need clear systems to protect both customers and themselves
- Kindness combined with structure creates sustainable business practices
This unusual incident has highlighted the complex balance between customer service excellence and practical business management, demonstrating how social media can amplify everyday business dilemmas into significant community discussions.
