Maybe I caught them on a bad day, maybe I didn't since this seems typical. It has been a trend that when I come here, I will wait at the counter for 5 minutes before being acknowledged, and wait a further 10-15 for my drink. I have been here at least a dozen times, probably more. I would consider myself semi-regular, although the staff hasn't taken the time to get to know me like you'd assume they'd do for regulars.
Yesterday was just disappointing. I was at the counter for 10 minutes before we were acknowledged. No, that isn't an exaggeration, I timed this visit because of previous bad times and it took the cake.
The cashier was sitting there talking to a friend, with her back to us. The person making the coffees just didn't even look over or say anything. No "hey we'll be right with you, or just a sec, etc" nothing. We then had an employee come push his way to the register, check his own drink out, cash himself out, and leave. He could've taken two seconds to take our order then leave, or again just say "someone will be right with you." I understand wanting to get off of your shift, but that looks so awful. I don't blame this guy, he had nothing to do with this. He just inadvertently made the place look so much worse.
We finally get acknowledged by the employee, again 10 minutes after we start standing at the counter. After I tried to get their attention a couple of times. No apologies for the wait, no acknowledgement on the wait, nothing. Coincidentally, they only acknowledges us after their friend leaves. Then they takes our order, fine at least we will get out soon.
I knew there would be an issue when I overheard a patron who had arrived before us went and talked to the person at the counter and asked about her coffee (about 8 minutes after we ordered), was told it would be at least 10 more minutes, and she left with no drink. I dont blame her, that is at least 28 minutes of waiting that I saw. Who knows how long she waited before she even ordered, or before we got there. Then another gentleman did the same, but he stuck around. He had been there seemingly longer than us. The final straw was the fact the people who ordered at least 5 minutes after us got their drinks first. We didn't order anything crazy, two basic lattes. We waited a total of 30 minutes AFTER we ordered to get our drinks. That is 40 minutes total, for two basic coffees. Again, I literally timed this visit since I was curious due to prior experiences. I wish I was exaggerating.
I don't think I've ever experienced a wait like this on two drinks. Even coffee shops that are crazy busy have you wait 10-15 at most, and they were not busy when we were there. I get that espresso takes time to properly pull shots, but that was not the case. You can't blame them being busy, their process, whatever. We were blatantly ignored by staff. We were ignored by employees, skipped in line for orders, and treated like no one cared. It sucks because I want to support local restaurants. I want to try and give my money back to the community, and the businesses that deserve it, but I can't justify going here again. This business does not deserve my time, nor my money, when I can go down the road, have friendly staff greet me, and give me a great coffee. I hate to say it, but Starbucks has better customer service than this place, and that's saying something since Starbucks sucks.
The coffee is a 5/5 unfortunately. The staff is a 0/5, and having to wait a ridiculous time for your order makes the over all experience 1/5. If I could give 0 stars, I would but Yelp has me take some pity. The coffee isn't worth the wait. I will try again in a few months a day judge again, but until then I will not be giving this business any more of my patronage. Not only do the staff have 0 cares in the world, the atmosphere of the place is just off and I can't explain why. It is not a comfortable place to go work or relax at.
Fix your staffing issues, and you'll be surprised when your business does better. It is ignorant to think I would be the only one with this experience with Lamppost. read more