My first time, a few weeks ago, at this coffee shop was absolutely amazing. I was willing to give it a 5 five-star review. Also, I went there with my wife, and on another occasion with my daughter. I loved the vibe, the space itself, the food, and so on.
The following two times I went there, some minor problems started to bother me, like: the same item on the menu can be different depending on who is cooking at that time - I mean VERY different. For example, a Bagel order I loved on the first time, never came the same - it had a very low quality if compared with the first time. At this point it lost one star, so my review would be 4 stars. Not bad, so far.
Another problem that I thought would be solved soon is that the men's restroom has only one toilet and the urinal is still "packed" in a plastic or something like that, and doesn't seem very clean. On some occasions I noticed a bad smell in the restroom but I thought it was a temporary situation. However, after a couple of weeks it not only was in the same condition but also was smelling really very bad. One star was removed from my still imaginary review. So, it became 3 stars. Not good, but not bad.
The last time I went there, I noticed that the staff seems to not have a professional training for the activities they perform - they look a kind of disorganized sometimes. Also, I haven't noticed any clear working process.
These factors are clearly a management problem and, unfortunately, this is the type of thing that affects the effectiveness and the emotional side of them, with direct effect on the service to the customer.
For example, while I was waiting for my order at the counter I was able to hear some comments politely made by a customer that were answered in a very rude way by a staff member. Actually, I was able to hear the employee walking away and saying things like "I don't give a s--t". Fortunately, the costumer remained polite and moved to a another? spot.
A few minutes later, a staff member made a comment about something that was going on (I didn't pay attention to the comment), but the same employee that was rude before made a clear statement for whoever wanted to hear: "I don't care!". I also saw this same person spoke with the customer that was rudely addressed. My hoped was that the employee was apologizing. Looking at both reactions (customer and staff member) I can guess that it wasn't an apologetic conversation. At this point I unfortunately didn't have any option but to remove another star.
So, giving a 2-star review for a place that has a lot of 4 and 5 stars seems to be not fair. So, please don't mistake my current bad review as an act of vengeance or a fit of a rage because of something that happened to me, personally. I'm describing what I saw, and I'm trying to not make any inferences about the staff members themselves. However, I confess I got very uncomfortable witnessing that situation.
I also would like to say that the Lestat's at Hillcrest is a very good place to see nice people, to study or work, or just hangout with friends - unless you like to interact with the staff members.
To be fair, I must say that I had several good and ok interactions with some of them during the times I went there. The problem is that a good interaction is not something you can count on. It can be a lottery, and you never know when you will be treated like that unfortunate customer.
In my experience, every time I saw something like the above happening, I further discovered that something is badly wrong behind the scenes. They try to keep a facade, but here and there some bad sign just spills out.
Finally, I would recommend you to give it a try. Maybe your impression will be completely different from mine. Please, let us know. For now, I'm giving them some time to improve, but I'm not going there for a while. Let's see.
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