My goal in writing this review is not to criticize a newly opened business. In fact, it's the…read moreopposite.
Our community needs places like Black Rock Coffee Bar to succeed and thrive. I genuinely hope management sees this feedback because I believe this location has a lot of potential.
I visited this location today and, since it has only recently opened, I completely understand that there will be growing pains as the team works through new systems, processes, and staffing. That's expected with any new business.
The good news is that the food and drinks were excellent. My drink was made correctly, tasted great, and the pastry I ordered was fresh and enjoyable. The product itself was definitely not the issue.
My concern was the customer experience inside the store. What this location appears to need is better coverage for in-store customers, whether that's an additional team member during busy periods or a clearer process for helping guests who walk through the door.
During my visit, there were three employees working. One was taking drive-thru orders with a headset, one was preparing drinks, and one was working the drive-thru window. However, no one appeared to be assigned to the front counter.
When I walked in, it took a few minutes before I was acknowledged and then another five minutes before someone came to assist me. I had actually placed my order online and was simply there to pick it up, but even that process took additional time because there wasn't anyone dedicated to helping customers inside the store.
I don't think customers mind waiting for their drinks after ordering. That's normal at any coffee shop. The issue is waiting several minutes just to place an order or pick up an order because no one is available to assist customers who come inside. Another couple came in after me and appeared to experience the same issue, so it did not seem like an isolated situation.
I also noticed that tables were not being cleaned. There were crumbs, drink spills, and debris left on multiple tables during my visit. In addition, customers entering the store were not being greeted or acknowledged promptly. Even a quick "We'll be right with you" would have gone a long way toward making customers feel welcome.
Cleanliness and acknowledging customers are important first impressions, especially for a new business trying to build a loyal customer base.
I truly want this location to succeed and become a place where people can stop in for coffee, meet friends, and spend time in the community.
With some improvements to customer service, front-counter coverage, and store upkeep, I think it could become a great addition to our community.