Merlo Express: where every cup tells a story of passion and precision

Nestled at the bustling Intersection on Ruthven and Alderley streets in South Toowoomba, Merlo Express stands as more than just a drive-through coffee stop — it’s a local beacon of quality in a city that takes its coffee very seriously.

We caught up with Julia Randall there earlier this morning, fresh off what we can only describe as the perfect long black.

“We change the grind every half hour,” Julia explains.

“We test the shots… and thanks to Merlo’s unique training from our head office team from Brisbane, we know how to craft the perfect coffee.

“Our training team visit each and every Merlo store several times a month, conducting one-on-one training with all our baristas.”

It’s this unwavering commitment that sets Merlo apart.

New baristas undergo three to four months of intensive training before being deemed qualified, with refresher sessions every six months to maintain the high standards set by the Merlo family.

“They’re very, very serious about it,” Julia says.

“It started as a family thing, so it’s very important to them — and it’s important to all our staff too.”

That dedication shines through in every detail.

Staff hand-temperature milk with thermometers until they can do it by feel, and crema on a long black is treated as sacred.

“The second we pour a coffee, we make sure that hits the table as quickly as possible so you still have that crema,” Julia notes.

“Because a long black without its crema — what’s the point?”

For us at The Broadcast, this attention to the bean itself matters.

Merlo roasts its own beans locally in-store, giving baristas deeper knowledge of the process. Julia laughs that even experienced hires are often surprised by the Merlo standard:

“They go into depth with the bean process… there’s more hands-on knowledge with how it’s made.”

The store opens at 5am and closes at 3pm, serving everyone from early-morning tradies grabbing a quick drive-through hit to older couples who settle in for a yarn and a later pick-me-up.

“Everyone” loves Merlo, according to Julia, whether they prefer a creamy drink or the unadorned honesty of a long black.

“You’re always gonna get a bit of that bitter… no matter if you add syrups or milk,” she adds — but the team works hard to balance it perfectly.

This focus on excellence recently paid off in a big way. Merlo Express South Toowoomba was named the top-performing store among all Merlo outlets in Toowoomba and Brisbane.

“This year we got top,” Julia says with quiet pride. “It was fun.”

Toowoomba’s strong coffee culture helps, of course. While Brisbane has more distractions and competition (Merlo famously started in the Valley), locals here in Toowoomba appreciate the consistency.

The company continues to expand thoughtfully, having acquired the Toowoomba stores around four years ago and supplying beans to independent cafés that want the quality without the full training burden.

“And yes, we have plans to expand further,” Julia shares.

In an era where coffee chains can sometimes feel generic, Merlo reminds us why the best experiences are built on heritage, rigorous training, and genuine care.

Next time you’re around Ruthven and Alderley sts, stop in. Whether you’re after that flawless long black or a chat with the team, you’ll taste the difference.