I have never given a small business a bad rating and I hate to give one now, but I am still in shock about how rudely I was treated this morning. I was visiting Paso for a biking trip, and really looking forward to returning to this cafe that I discovered a couple of years ago. I have also recommended it to several friends because I had such a good past experience with the coffee, food, staff and overall vibe.
Fast forward to today. After biking 62 miles yesterday, I decided to treat myself to a leisurely morning of coffee and food. I couldn't wait to come here and have another great experience. I walked in and was greeted from across the room by the cashier, which I thought was very nice. I asked him how his day was going and told him I needed a minute to decide (I really needed some caffeine to think because the AirBnB I stayed at did not have coffee haha). I ordered an oat milk cappuccino, which is my usual go-to hot coffee drink at every coffeeshop. While ordering, I asked what size their cappuccinos were (I was told it was 8 oz, which is fine). I asked if I could get in a ceramic cup and inquired if they did their cappuccinos third wave-style with micro foam, or if was more of a traditional cappuccino since I couldn't remember and I don't like a lot of foam. The barista seemed confused/annoyed, so I told her to just make me a latte or flat white in the smaller cappuccino cup if that was easiest. I didn't know what I wanted to eat yet and hadn't yet read through the menu, so I said I would order food after I had my coffee since I didn't want to hold anyone up. Meanwhile, a couple of women in the cafe told me they liked my leggings and we started having a nice chat. So far, so good.
When my drink was ready, I was surprised that it was in a large 12-oz cup. I know sizes because I have worked at coffeeshops and go to them several times a week, both in the Bay Area and whenever I travel. So I said, "oh, I'm sorry, I wanted a smaller drink with less milk--do you have smaller cups?" Again, the barista looked confused/annoyed, so I quickly said, "no worries, I will try this," and smiled. I took a sip and it seemed kind of weak but I didn't want to be difficult so I took my cup to my table and continued chatting with the two local women about life in Paso.
After a couple of minutes, I realized my coffee really was too weak, so I approached the counter and waited in line. I asked the cashier if I could either have a smaller drink or maybe just an extra shot as there was too much oat milk for my taste (as it was a 12-oz drink rather than 6-8 oz like I normally drink). I was smiling and not upset and asked nicely and apologetically because I didn't want anyone to have to remake anything but after paying almost $7 with tip, I didn't want to just throw it away. At this point, the barista got angry and told me I was difficult but she could remake it. I said, "oh, great--do you have smaller cups?" She snapped at me that they were the smallest cups they had. So I asked if I could just get an extra shot instead. The cashier started ringing me up for another $3.25 for the shot, which seemed overpriced, so I just told him to forget it, it was ok. I smiled and started to take my cup away. Suddenly a man came out of the kitchen (the owner?) and grabbed my cup away from me and said he would take care of it, and I thought, "oh how nice." But then he told me harshly to get out right now. Uh... what?? I was flabbergasted but I also felt very hurt and verbally assaulted. His anger was palpable.
I have never been treated like this at any establishment anywhere at any time in my life. I did nothing wrong and it was so unprofessional. I was shocked. I told the women I was being kicked out--to which they only shook their heads and said they've seen it happen before. What? I worked in the restaurant industry for 10 years in my 20s and 30s, mostly in New York City (I'm 56 now). So I know first hand that restaurant owners and managers can be difficult and cranky. I understand it can be a hard and stressful job. But the golden rule of the service industry is that you don't take it out on your customers. You believe the best about them, and even if you don't agree with them, even if they are "wrong," they are right. It's your job to serve them. I shouldn't be afraid to ask nicely for what I want, especially when I'm paying my hard-earned money and tipping 25% on top of that.
It made really sad and was a horrible start to my day. Hopefully they don't treat other customers the way they did me, but sadly, it sounds like they have. I ended up walking three blocks to Spearhead, which had excellent coffee and customer service. When I told the barista there what had happened, she said she keeps hearing stories like this. I'm sure the owner will refute this and call me a liar (or worse) like he has with every critical review, but perhaps something will get through. I wish them all the best. read more