Zz Q.
Yelp
Food: 4 out of 5
Customer service: 3 to 4 out of 5 (usually friendly and nice, but always slow and at times incompetent)
Overall experience: 2 to 3 out of 5
I used to love the GCB I lived next door to on Eastlake. Then I moved to Wallingford, right around the time they opened this location. I was thrilled. I went many times in those early days, but I was shocked to find that every time was terrible. The new GM always seemed either annoyed, frustrated, and flustered, or unmotivated, bored, and rude. It seemed weirdly dysfunctional for just a cafe, not a massive restaurant, but they were figuring things out. So I decided to give them a few months to settle in.
I've gone back probably 10 times since then. It's been years since they opened, and both pre-COVID and post-COVID, there has always been issues when I've gone. Not really with the food, which is consistently good, though not mind-blowing. One frequent issue is them asking a name for the order, then never calling it, and since the pick-up area is not visible from the dining/waiting area, at least 4 times I have stood there waiting for 15 min while my coffee sat and got cold (before I learned my lesson). Another constant issue is the generally slow pace. It only takes 3 customers inside this place for them to act like they are slammed. The Eastlake GCB deals with high-volume breakfast and lunch rushes, and admittedly during rush hours an order could take up to 20 minutes, but I didn't mind because that was usually for breakfast sandwiches where they were actually cooking eggs and bacon to order, and with 10 other people waiting. The quality made it worth the wait, and their incredible staff always looked like they were moving quickly, like a well-oiled machine. Wallingford GCB is like the opposite - slow for no apparent reason, and though the staff is nice (some more than others), they have more turn-over and no one ever seems confident about what they're doing for some reason.
Post-COVID has only made it harder to want to go here. You can't order hot drinks for pick-up through the online ordering system (at a literal *cafe*), but then they take forever when you go order one in person. Online ordering closes a whole hour before they do. Customization options through the system are quite limited (should at least be able to sub a different type of bread, c'mon), while busy restaurants with big menus have accommodated the need for customization in this online-ordering era. And though the space is newer and kept clean, sanitation issues make me anxious -- for example, they don't lid your drink for you and you have to grab a lid from a communal stack, touched by many hands.
It had been a few months, so I gave it a go again today. I've now been waiting 8 min for a black tea with steamed milk. It sounds like they missed the order, even though I ordered at the counter, there are only 3 other people in line or waiting, and they have 3 staff members working. The woman that got her drink before me had to ask the barista for the baguette she paid for, after picking up her drink and on her way out the door, since the cashier forgot to give it to her when she paid and was nowhere to be seen. It always feels like they figuring it out as they go, no matter how busy they are. It's like watching a really bad sports team where the players don't communicate and all individually kinda suck at sports.
I don't know why this location struggles so bad. But I want the owner of GCB to know that while Eastlake GCB is (or at least, used to be) an absolute gem and clearly a labor of love, Wallingford GCB has always felt soulless, bizarrely chaotic, and sad, despite being in a far more residential community that should have given it more homey cafe vibes. Lesson here is don't open additional locations if you can't properly oversee the quality of the experience to ensure it matches your original vision; it erodes your brand, as nothing about Wallingford GCB feels the way Eastlake did and unlike Eastlake, I would never recommend this location to anyone, even if they were a block away. Also, whoever you hire to GM a new location has to be absolutely exceptional, a champion of the brand. I suspect a poor GM choice was the first major mistake here, or maybe a good GM that wasn't properly supported by the ownership during a big transition.
[I will say that the barista that forgot to make my drink just now was very nice and friendly when she gave it to me -- possibly to make up for how long it took? I don't blame her, because though I can't pin down exactly what's made this place so crappy, from my experience working in restaurants, it's usually a lack of good management.]