Nessie B.
Yelp
After just leaving this place, I had a wild experience. Living in Encinitas as an Afro-Latina woman from the East Coast is challenging; most of the time, you're the only person of color in the room. Which makes you vulnerable to mistreatment, and this place is an example.
Living close by, I stopped in for a Matcha Latte. Although I order Matcha lattes often, this was my first time at this place. When I took a sip, the mint mixed in the Matcha was way too strong for me. I asked if they could make it without mint, but the server said no, as the Matcha and mint were pre-mixed. I then requested a refund since I wanted Matcha.
They had trouble finding my bank card because I had used Apple Pay. When asked for the last four digits of my credit card, I provided the unmasked digits, not realizing they could only see encrypted numbers. The server had to ask the manager or owner for help.
The manager was rude, visibly struggling to locate my card, and asked, "Why are we doing this?" I explained my dislike for the drink due to the overpowering mint and requested a refund. He repeatedly stated, "Oh, you don't like it, that's why," before eventually offering to refund it later. I insisted on a refund receipt before leaving.
After much struggle, he finally found the Matcha latte on PayPal by checking recent purchases. It was the only latte bought within the last two hours. I couldn't help but wonder, why the unnecessary hassle?
Ugh, Californians can be frustrating.
Edit: My response to the owner:
1) Let's be honest about Encinitas--it's not as diverse as it claims. With a significant 76% white population and less than 2% Black, calling it diverse doesn't hold up. And trust me, I've faced more racism here than back in my hometown of Boston.
2) So, I ordered the Matcha Latte with Mint, thinking it would be to my liking. Unfortunately, that wasn't the case. And according to California law, if the food isn't up to par, I'm entitled to a refund. Plus, I barely touched the drink--no lid on the cup says it all.
3) The barista didn't offer a refund right away. She suggested remaking the another drink, I brought up the possibility of a refund since I intended to buy a Matcha latte elsewhere.
4) Shoutout to the very kind frontline baristas--they were great. But the owner isn't. Your lack of compassion and empathy really soured my experience. Did you really need to question me three times about not liking the drink? It felt rather dismissive.
5) After mocking me and saying " Oh so you don't like the drink. that's why you want a refund" three times, you expect me to trust your promise of a refund if I leave? Not likely.
6) Oh, and by the way, apologies for the "POS" typo. But honestly, who cares about the payment system?
The real issue here is your lack of empathy. That's why I felt compelled to leave this review.