CindyLuuWhoo M.
Google
Hello,
Today my boyfriend and I visited Avalon Café, where we have been loyal customers for over three years, often visiting multiple times per week. Until today, we have never made a complaint.
I ordered a Neapolitan cold brew (over $7), which arrived tasting extremely watered down with a chalky aftertaste and was missing the cold foam and strawberry flakes. When I politely asked the barista how it was made and explained that it tasted like water, my concern was dismissed and attributed to ice, despite the drink having been made only minutes earlier. To avoid further back-and-forth, I requested a refund rather than a remake. The refund was processed, and I then ordered a cappuccino, which was made correctly and was fine.
After returning to our table, my boyfriend noticed that his oat latte (over $7) also tasted very bland and watered down. We tried to fix it ourselves to avoid bothering staff, but it remained undrinkable. I went back to the counter and politely asked if he could receive a replacement drink (not a refund).
At that point, the manager (wearing a red shirt) immediately refused, stating, “No, I’m not giving you nothing,” and said she had already been “informed” about me by staff. She stated, “I see everything and hear everything,” and referenced me asking for cinnamon with my cappuccino, which is typically included. When I mentioned that the cinnamon had been thrown at me, she acknowledged seeing it but dismissed it as something she would address later.
The manager did not ask what the issue was with the oat latte, did not attempt to de-escalate, and refused any refund, exchange, or even the price difference when a cheaper drink was suggested. I explained that we had paid approximately $15 for two drinks we were unhappy with, after years of consistent patronage and no prior complaints. She responded by insisting the drinks were fine and stating, “My girl has been making coffees all day, no has complained but you.”
Eventually, she agreed to make a cappuccino instead, but refused to return the nearly $2 price difference between the oat latte and the smaller cappuccino, stating she would not give “any money back.” When I suggested making it a larger size instead, the manager in red shirt says yes but you get no money !!
Throughout the interaction, I remained calm and respectful. I was accused of how I “spoke to staff,” despite simply being clear about what I ordered and what I expected for the money spent. What could have been resolved quickly with a simple replacement escalated unnecessarily due to the manager’s confrontational and dismissive approach.
This experience was extremely disappointing, particularly given our long-standing loyalty to Avalon Café. Unfortunately, we will be limiting our visits moving forward. It’s very unfortunate that this situation was not handled with professionalism or basic customer care.
Sincerely,
Me in the green coat !!!