Apple A.
Yelp
We decided to give this place another chance since the owner responded quickly to my previous review and we truly do LOVE the coffee and food so came at 2pm when only a couple tables were taken up but unfortunately it just didn't go well. I ordered one bagel with no bacon, extra tomato, and one breakfast biscuit, along with a seasonal matcha after being told the cancer support drink wasn't good.
The cashier Abbey repeated our order back correctly but must have entered it wrong, which we didn't realize until two bagels were brought to our table. It wasn't a big deal -- I explained to the food runner what we had actually ordered, and then we watched Abbey and the barista go back and forth trying to sort it out at least five times. Abbey knew what we ordered because we heard her repeat it correctly multiple times; she just pressed the wrong thing. Mistakes happen, and that part wasn't the issue -- it was how confusing and disorganized the response became, especially as they kept overexplaining something that should've been a simple fix.
When the food came out the second time, it appeared correct at first but unfortunately had bacon. Since I'm vegetarian, I couldn't eat it. Because it was our two-year anniversary and we have plans later this afternoon, we didn't have time to wait for a third attempt. I politely asked for a refund for mine and a to-go box for my husband's meal.
At that point, someone who seemed like a manager asked what happened, and the barista completely misrepresented the situation, blaming us for "mixing up" the order. When I clarified what actually happened, the woman brushed it off with, "Ok, I'm just asking," and the barista interrupted again with, "AS I WAS SAYING" The lack of accountability and professionalism was unreal and he is just so aggressive every time.
They said a refund couldn't be processed in-store and that we'd have to text the owner with photo proof to request one, which could take up to three business days if they decided to approve it -- even though the mistake had just happened right in front of them. The male barista with the metal nose ring continues to drive customers away with his rude and condescending attitude.
Adding to the frustration, when the first mistake occurred, Abbey actually laughed and said, "It's ok, I'll eat it instead." I understand food doesn't get thrown out, but laughing about it after blaming the customer is pretty wild.
I really love their coffee and their food but the interactions I've had with their staff and this same barista are just not worth the trouble anymore.