I have been going to the Puccino's in Harahan for 10+ years and have been a regular customer. I…read moreorder Iced Puccinos every time for me and my kids and have always been happy to support this location.
Unfortunately, my last visit was extremely frustrating. For the past three visits, my drinks have been made incorrectly and I was given iced coffees instead. After ordering the same drink for years, I know exactly what it is supposed to taste like.
What makes this especially disappointing is that the first two times this happened, it was handled completely different. The lead barista corrected the mistake, and the new employee was polite and apologized. I had no issues with this because mistakes happen. I was also told that the Puccino and iced coffee mixtures are kept in separate gallon jugs, so I understand how a newer employee could accidentally grab the wrong one.
This time, however, I took a sip and immediately knew it was iced coffee. Honestly I could tell from the color because one is significantly darker. I politely explained this to a different new employee, but instead of checking the drinks or simply remaking it, he argued with me and insisted it was correct.
The manager then came over and became defensive as well, telling me she had watched him pour the drink. At another point, she said she had made it herself, even though the employee had already told me that he made it. When I pointed out the inconsistency, the situation became even more frustrating.
I was quickly dismissed and refunded, but the refund wasn't really the point. Mistakes happen. What matters is how you treat a customer when a mistake is brought to your attention.
I've watched this location have some genuinely good employees over the years, only to see them leave, and after this experience, I honestly understand why. The customer service and management at this location have gone downhill, which is especially disappointing after being a loyal customer for so many years.
I don't expect perfection. I expect someone to be willing to say, "I'm sorry, we made the wrong drink. Let me fix it." That's all this situation needed.
Unfortunately, after years of being a regular customer, I won't be returning. My kids love their Puccinos, which is honestly the main reason I continued going, but I can make coffee at home. I don't need to spend my money somewhere that makes me feel like I'm being argued with for politely pointing out that I received the wrong drink.
I hope someone above the store-level management sees this and takes a serious look at what is happening at the Harahan location.