Jen F.
Yelp
I don't dish out two star reviews for just anyone. Illy really earned it today.
I was excited when I walked up, the line wasn't long, there was hope of a good coffee this morning! Then I got to the counter and asked the barista(?) what kind of milk they had. He replied skim and whole. I was disappointed as I was hoping for almond because I'm lactose intolerant but I ordered just ordered a cappuccino and figured I'd deal with it.
It's 6:20am on Wednesday 11/28 and I forgot to tell him what size. Instead of simply asking, this fine, kind human said "am I supposed to just pick the size for you?" I ordered a small. I did not give him a tip.
There was one person waiting for their coffee ahead of me. As it came up the actual, much kinder seeming barista said, "here is your almond milk latte".
Almond milk, what?! I immediately said back to the unkind person behind the counter, hey, you didn't mention the almond milk. He said "you asked the types of milk, not milk substitutes"
My patience at its limit I replied, "even though it's not regular milk, it's still milk"
He then said well it's an up charge and went to the register as if to ring it up. I told him to forget it.
There could have been recovery, if only this gentlemen had simply just given me the almond milk to address his mistake. Just exhibited some of the customer service I would have seen anywhere else down Terminal A. But instead he chose wrong.
Horrible customer service earned this bad review. Respectable tasting coffee gave it one star back.