Lauren S.
Google
I am not the type to leave one star reviews. As a small business owner myself, I understand how important reviews are, and my intention is not to discourage anyone from trying this place. This review is simply meant to provide feedback to ownership/management in hopes of preventing similar experiences for future customers.
I was very excited to finally try this place on 1/19. My husband had gone once before, and although he said his drink was good, he mentioned the service wasn’t the best. He felt rushed, dismissed, and unwelcomed by the cashier. This stood out to me because he rarely ever comments on service.
When we went together this time, I was excited to finally experience it for myself. Unfortunately, we had a similar experience. When we walked up to order, the cashier did not greet us, smile, or acknowledge us in any welcoming way. She quietly took our order and came across very standoffish. I initially brushed it off, assuming she may have just had a long day. I asked my husband if she was the same cashier as last time and he said yes.
I ordered a dulce de leche latte (listed as a favorite), which was good and I enjoyed it. My husband ordered his usual drink that he gets everywhere: an iced honey latte with almond milk and an extra shot of espresso. After sitting down, he took a few sips and mentioned it didn’t taste right. He normally finishes his drinks very quickly, so after several minutes of barely touching it, I tried it as well and immediately noticed something was off. It tasted burnt or just not right.
He politely went back to ask if it could be remade, and another employee (not the cashier) was very kind and remade it for him. Unfortunately, the second drink tasted the same. He again politely went back and explained that it still didn’t taste right and asked if he could possibly get a refund instead of having them remake it again.
The employee assisting him was again very kind and understanding and even offered to add more honey so he could try it again. At that point, the cashier (Karla) intervened and was very dismissive and rude. She stated, “It tastes like that because you asked for an extra shot,” to which my husband explained that he always orders an extra shot and it has never tasted like this. She responded with, “If you don’t like this one, you’re not going to like it since this is the second time we made it,” in a very condescending tone.
When I stepped in and calmly explained that my drink was fine but his clearly tasted off, she continued to be argumentative, stating, “We made both of your drinks at the same time, so it’s not something we’re doing wrong.” At that point, my husband simply added more honey and walked away. The entire interaction felt unnecessary and uncomfortable.
As we were leaving, I went back inside to ask for her name so I could leave a review. She immediately asked “For what?” and then abruptly changed her tone, offering a refund repeatedly and apologizing for being rude or dismissive. Although I appreciated the apology, the shift in attitude only happened after I asked for her name, which was disappointing. I eventually accepted the refund just to end the interaction.
I am writing this because the situation should never have escalated to this point. While I appreciate the apology at the end, based on both my husband’s prior visit and our experience together, I do not believe this individual should be working as a cashier. I hope this does not come across as me being difficult, I strongly believe that paying customers deserve basic respect and kindness, just as employees do.
Unfortunately, after this experience, I will not be returning. However, I truly hope this feedback is taken constructively and helps improve customer service moving forward, I wish them the best of luck.