Heather R.
Yelp
The only reason that this place gets two stars instead of one is because I've been coming here for a little over a year, and have generally enjoyed the food and service. Today, though, was a different story. In addition to coming in for lunch and dinner, I also get a coffee once per week from them. If you are a member of their loyalty program, one of the perks is a .99 beverage once per week. I've always only paid .99, but today, I ordered my usual latte, and was charged $2.08. When I asked about the discrepancy, I was given different stories: first, I was told that "the prices went up, so did the .99 beverage. When I showed her the app on my phone, and that it states .99, and not $2.08, I was then given excuse no. 2, which was, "You ordered a hazelnut latte. So we have to add the syrup, which is another .99. I explained that I had been coming here for over a year, ordered lots of flavored lattes, and never paid more than .99. I was given a hostile glare by the cashier (brown hair dyed red; 5'5" tall; medium build; early 20s) before she replied, "Well, then I guess no one else has been charging you properly." So in the entire year or more that I've been coming here, dealing with 20 or more various employees, this cashier, who is new, by the way, is the only one who knows how to properly operate the cash register?
There were other issues with this cashier: first, I asked if they had the brown sugar syrup, and she replied that they did not. I ordered a medium hazelnut latte only to be told afterwards that they did not, in fact, have the hazelnut syrup, but instead had the brown sugar syrup. Second, I had to repeat my phone number to her 3 times because she wasn't listening. Then, when she finally got into my account, she said, "You have a .99 beverage or a $5 off of $15. Which would you like to use?" Considering that the latte pre-discount is only $5, I'm not sure how she was planning on applying the $5 off of $15. Third, when she started making the latte, she gave me a small cup. When I pointed out that I had ordered a medium, she dumped the contents of the small into the medium and proceeded to make my drink. At this point, I asked to speak to the manager. I explained the situation, and he seemed totally uninterested in hearing my point of view. He said, "So she switched the cups. What's the problem?" I said, "She switched the cups without changing the portions or adding anything to the medium cup. The portions between a medium and small latte are different. Are you saying you make the small and medium the exact same way?" He said, "Well, no, there's an extra shot of espresso in the medium." I replied, "And additional syrup, otherwise, it's not proportional to the size. It's too bitter." He was like "Do you want me to remake it for you?" I told him that I had to get to work, but was bringing it to his attention because he was the manager and is the one in charge and able to retrain his employees. He gave me a noncommittal answer, which let me know that he had no intention of doing anything.
I think what is more concerning than anything else is the (lack of) customer service I experienced. The cashier was openly churlish, apathetic, and had the attitude, "You'll take what I give you." Well no, it doesn't work that way. If I place an order, I expect it to be right, and I expect you to be polite and professional about it. I don't expect to encounter and nasty, disrespectful individual with a sense of entitlement. If the cashier doesn't like her job, she should find another.
