Loyal Customers Falsely Accused and Disrespected:
We have been loyal, regular customers here for years, and this is an honest,
straightforward review of our most recent experience.
The coffee quality has slipped:
Over the last several visits, the cappuccinos have not been made to the standard we used to get here. They have come out too runny, not hot enough, and lacking the thick, foamy consistency that used to set this place apart. We said nothing about it for weeks, assuming it was a one-off with a newer staff member
still learning the ropes.
A normal comment turned into a confrontation:
Today, my mother finally mentioned it at the register, simply and without singling anyone out: the cappuccino had not been coming out as good as usual lately, it was not hot enough, and it was not thick or foamy enough. That was the entirety of the comment. The employee pushed back, insisting he made it the standard way, but agreed to make it.
Punished for not tipping:
My mother pays in full for every drink, every time, and simply chooses not to add a tip today, which is entirely her right as a customer. It appears the employee took this personally, and it colored everything that happened next.
Dirty tables, again:
Outside, our table was filthy, coffee spilled across it, the same issue we had encountered on a previous visit. I asked the employee to wipe it down when he had a moment. Twenty minutes later it still had not been done, so l
cleaned it myself with tissue and water rather than let our coffee go cold waiting.
The owner made false claims and refused to provide proof:
About twenty minutes later, the owner came outside, crouched down next to my mother, and confronted her, claiming she had reviewed camera footage and heard my mother say she was not tipping the employee because his drinks were bad. This was never said. My mother never mentioned tipping in that conversation at all, and never named who was making the drinks.
When my mother firmly denied this and asked to see the footage herself, the owner flatly refused to let her into the back room. We then offered a simple alternative: film the phone screen showing the footage right there. The owner refused that too. If the footage truly showed what she claimed, there was no reason not to prove it on the spot. The refusal spoke for itself. We know she was lying, both because my mother knows, word for word, what she actually said, and it did not include anything about tipping, and because if the owner genuinely believed something rude had been said, showing us the footage would have settled it immediately. Instead she refused, which only confirms that the footage would not have backed up her claim.
Old, unrelated incidents dragged in:
The owner and employee also brought up a completely unrelated visit from days earlier, where my family had simply been told the shop was closing soon and my father replied, acknowledging it, before we left. This ordinary exchange was twisted into evidence that we had a pattern of being difficult customers.
Told we were not welcome:
When my mother pointed out that the staff were now disrespecting a loyal, paying customer, the owner told her that if she did not like the coffee or the staff, she did not have to come back. As we were leaving, still within earshot, the owner said that the way my mother was speaking proved she must have been rude to the employee earlier, an assumption that directly contradicts her own earlier claim of having it all on camera. If she genuinely had proof, she would not need to infer rudeness after the fact.
Unable to take any criticism:
Looking through other reviews on this shop's Google page, we are clearly not the only ones who have had this exact experience. Other customers have also commented on inconsistent coffee, and the owner's response is always the same: defend the recipe, defend the staff, and treat any criticism as an attack rather than useful feedback. She seems very good at defending her place and her staff, but not at hearing that something needs to improve. Customer feedback is how a coffee shop gets better, and at the end of the day, our opinion as paying customers matters. Instead of dismissing every comment as rudeness, it would serve her business far better to actually take the feedback into consideration.
Bottom line:
A simple comment about a drink not being made to standard was met with staff taking it personally, an owner fabricating claims about what was said, a flat refusal to back up those claims with the very evidence she cited, and ultimately being told we were not welcome back. Years of loyalty counted for nothing. We will not be returning, and we cannot in good faith recommend this place to others. In the end, they have lost very loyal, good customers who came in consistently for years, and that is entirely their loss. read more