Phil & Sebastian Coffee Roasters - Mission — Restaurant in Calgary

Its my neighbourhood spot and I love the place which makes this even harder to write but their customer experience sure leaves something to be desired. As a user experience designer by trade there are few experiences worse than someone taking my money for something they don't have - yet this happens just about every time I use the app to order any food items along with my coffee.

I then arrive to find my order incomplete and unfilled without an explanation or a "sorry" and its somehow my responsibility to inquire where the rest of my order is and request a refund for the items they did not give me. They are never able to do the refund on the spot so I am always left leaving hoping that they will remember to return the money they happily took from me for items they did not have.

Quite frankly just don't let me order those items if you don't have them in stock or better yet if you cant make it work just stop allowing orders for those items over the app altogether. Its way less disappointing to not order something then it is to order something I will...

I love Phil & Seb, and was delighted to find one just down the street after a late lunch on 4th street. We walked into the store at 3:58pm, chatting while we waited in line as the counter employee served a group of people coffees in front of us. As we approached the counter at 4:01 she announced " I have bad news. I'm closed". Surprised, I asked if she could just serve us, there was no one behind us. She thought about it..."no. My espresso machine is now closed". To the best of my knowledge, she had just used it, so I don't think it had been cleaned or shut down. It wasn't the end of the world, but it was disappointing, it was a poor customer experience. I understand you have to close but she could have a)told us as we entered, b) locked the door at her very firm closing time or c) just wrapped up her day 2-3 minutes past closing. I've been going out of my way for years to support this business, and I felt like this was a...

I made the mistake of stopping in here instead of walking another block to go get a coffee at Starbucks. When I got in the store the two staff members were too busy talking about their worl schedule to even look up. After ordering my almost $5 Americano I am told they don't have cream for the coffee and that the grocery store is still closed until 8. Wouldn't the closing staff have known they would need it? How about the 24 hour convenience store one block north, is that too far to go to get cream for their store?

Overall this place seems to be a crappy coffee place dressed up as a high-end cafe....