Sunny D.
Google
The As a reviewer in the top 10% of all coffee contributors on this platform, I rarely have to write a review of this nature, but the experience I had today was fundamentally unacceptable for a specialty roastery of this caliber.
I visited Gotham Coffee Roasters on February 15th and placed an order between 1:00 PM and 1:30 PM. I was specifically looking forward to a Brazilian pour-over and requested it for "here." When I ordered, the barista explicitly told me it would be about a 10-minute wait. I told her that was "no problem" and sat down to catch up on emails.
I then sat there for 30 minutes. It eventually became clear that the staff—two employees who seemed completely absent-minded—had simply never placed the order into the system. Despite being "in process" with other tasks, they completely forgot my existence. After waiting three times the estimated duration, I had to ask for a refund, which was processed on-site.
For the owner/manager: You can easily track this incident in your POS system for Feb 15th between 1:00 PM – 1:30 PM; you will see the specific transaction and the subsequent refund.
I value the craft of specialty coffee, and Gotham usually has a reputation for quality. However, as a high-level reviewer, I have to be honest: you have one job in a service environment, and failing to even input an order while a customer sits in plain sight for half an hour is a major breakdown in basic operations. I hope this serves as a necessary coaching moment for the team on shift.