Craig F.
Yelp
I've always had a great experience with this branch of Qualia. I've always loved their single origin coffee and usually come here to pick up a few bags in order to make cold brew. That said, my experience just now with the man working there just decimated all that.
I didn't know their hours during COVID, but I guess I assumed that wouldn't be an issue when I got there around 1:40 pm. As I was trying to do my order on my phone (because that's the only way you can order now), a man came out and told me that I can't put it in after 1:45. I thought oh crap, I will hurry then. So I put my order in real quick, 1 bag ground for cold brew, 2 bags whole bean coffee. It wouldn't let me buy it at first because they only had 2 bags left. So I quickly opened my cart, deleted something, and hit submit. It was in right at 1:45. Score!
Uh not so much. The worker comes out and proceeds to yell at me that he told me not to put it in after 1:45, that he has no control over the system. I told him I had it in right at 1:45. He gets upset, goes in, and brings me back what looked to be an iced coffee with no ice. Not understanding what was going on, I said okay, do I need to go to Georgia Avenue? He said no, the order got kicked to the next day, but here's your coffee anyway. I was like um...I ordered bags of coffee. He said oh, this is what showed up for tomorrow. He turned around and went back inside.
I'm thinking okay...dude came back out with the bags of coffee. I said, hey can I get this one ground for cold brew? He acted put out and said well they said whole bean on them, stormed back inside. (In my rush to attempt to get my order in before their deadline, I accidentally deleted the cold brew one instead of decreasing the whole bean count.) He brought back the bags with one of them ground. I said thank you. He said nothing and stormed back inside. After I got home and looked at the coffee he gave me, I saw that he gave me the wrong one. He gave me coffee that was $2 cheaper per bag than what I paid for.
So there is no reason why this needed to be so contentious. I know this is COVID and everyone needs to be more understanding, but I thought I did everything right and got yelled at. There's no reason why the worker couldn't have just given me the coffee and made a note for whoever comes in in the morning that my order was filled the previous day. Moreover, if Qualia closes at 2, why is it that they won't take orders past 1:45? And if it can't be filled that day, can't they have the system just say the order can't be filled? Or, I don't know, take orders up to 2?
There are many myriad of ways this could've been handled, but this worker and the business in general just doesn't seem interested in thinking them through. They were shut down for months (understandably since it was peak COVID), so they should've had plenty of time to think these things through. Yelling at and refusing customers (I heard the guy tell a customer right after me that he couldn't help her because they close at 2; it was 1:55) should not be the way to solve this problem.