I usually pass this spot on my way to Safeway and get an iced coffee because it's the only good…read morething there-if I have time to waste. This time, on a Friday, I went in and walked up to a barista who was chatting it up with her long‑lost friend, a customer. I stood there watching and waiting for her to finish her conversation and take my order. When she finally did, she had an attitude and asked for my order like it was a privilege. Taking orders is her job.
Her conversation continued through the Friday morning rush and lasted about 10 minutes, even after I placed my order. Noticing this, I walked my groceries to my car because it was taking longer than usual. While I was out there, I decided 10 minutes was too long for an iced coffee, so I went to Peet's, my favorite coffee spot, and because I'm a loyal customer, I got a free iced Americano (something Philz doesn't have). It made my day.
The contrast in service was huge: Peet's greeted me with a "good morning" and a smile, while Philz completely overlooked me and ignored me for a personal conversation.
I returned to Philz and asked for my money back. The same chatty barista, no older than 30, asked why I wanted a refund. I told her it took too long to order, wait, and receive my drink, and she was talking with her friend before she even acknowledged me. She argued with me and told me to "shut my yap," even though she was the one talking nonstop. She then mentioned she was pregnant, and I told her I've worked while pregnant and have three kids, so I'm not the one for that sympathy angle. I wished her a good maternity leave.
She struggled to give me my refund and then told me not to come back. I told her she doesn't pay business taxes, isn't the owner, and has no authority to say that. She fell silent. Her biker‑hat friend asked what was wrong, and when I asked for the manager, they told me the manager was out of town. Go figure. I had waited there about 30 minutes for an iced coffee- crazy-even for freshly made coffee.
I left and won't be back to this location or any other. The only reason I ever liked the iced coffee was that it reminded me of NAS's "Ether," and that's about it. She kept talking at me from behind the counter as I left, like she temporarily forgot where she was at 8 a.m. on a Friday.
HORRIBLE customer service, lackluster coffee selections, long wait times, and unpleasant staff, including the barista who always wears the same biker hat, stares blankly, is argumentative, doesn't smile, and has too many personal conversations that slow everything down. As a former barista at Starbucks and Peet's, I can confirm the service here is terrible. The atmosphere is dull and could use better music, vibes, and decor.
I won't be going back EVER.
Sincerely,
Coffee Lover