I've stopped at Seven Brew locations across multiple states over the years, and one of the reasons I keep coming back is that they usually combine good coffee with genuinely energetic customer service.
This visit started that way.
I stopped at the Ashland location on a hot Thursday afternoon while making the drive back to North Carolina. The employee taking my order was friendly, helped me navigate the menu, and talked me into trying something a little different with caramel, hazelnut, and an extra shot. The drink ended up a little sweeter than I expected, but it was perfectly drinkable and got the job done for the drive home.
The frustration came afterward.
I was in the outside lane with only one vehicle ahead of me. While waiting, I watched what appeared to be my completed coffee get placed on the outside counter. The vehicle ahead seemed to have a larger order, so I understood waiting while they finished serving that customer.
What I didn't expect was what happened next.
After the vehicle ahead left, I pulled forward expecting to receive the coffee that had already been sitting there for several minutes. Instead, the employee who had placed it on the counter was gone, and nobody was at the pickup point.
So there I sat, staring at my coffee.
Again.
Meanwhile, an employee who appeared to be covering the outside lane kept heading toward the counter and then turning back toward the building, seemingly caught up in a conversation inside. Maybe there was something important going on. Maybe there wasn't. As a customer, all I knew was that my drink was ready, I was at the front of the line, and nobody seemed particularly interested in handing it to me.
The wait itself wasn't what cost this location stars. The lack of urgency and communication did.
A simple "We'll be right with you" or "Sorry for the delay" would have changed the entire experience.
I'll absolutely stop at Seven Brew again. The brand has earned that through plenty of positive visits elsewhere. But if I'm passing through Ashland in the future, I'll probably keep driving. read more