Twiggs Coffee Roasters — Restaurant in Greater Sudbury

I am not one to proactively post negative reviews about businesses but I feel I needed to speak up about my experience.

I ordered online ahead since I work across the parking lot. This place is busy and rightfully so, it has an excellent menu, great atmosphere and usually reliable service; That was until today.

The online order process is straightforward and convenient. However my issue is with the in store experience once I ordered.

Sidenote: I have a lot of experience with Customer Service with both retail, dining and corporate. I understand currently with how everything is with Covid and restrictions, normal set up and procedures are not the same.

That being said this is not the first time I experience "bad" customer service experience with the in store online pick up process.

I waited for 8 minutes in front of the online order pick up sign/area. Employees made eye contact with me at least three times without asking me for my order, until I was asked if I have been served after the 8 minute mark.

If you are thinking I am the only one confused and misinformed, I had to prompt at least 4 customers behind me that I am in line for online . Constructively there should be two lanes when entering the building. I know it is tight in there; I noticed there was thruway between the patio "side" doors (facing the Kingsway) that was used as an exit. Maybe have two lanes (along front service area, towards the entrance and exit points and sadly removing some table space if that is the only solution) to accomodate.

Second suggestion is to have a prompt system (link on email confirming your presence in store). Other apps/websites have that feature. I didn't want to tell across the display with my mask on as was suggested by an employee; as in the onus was on me to alert you that I was there, under the online pick up sign. I didn't want to lose my place in line plus of the social distancing I didn't want to cause a scene.

I hope my "bad" review doesn't come across as negative but hopefully as constructive criticism.

To sum up, I WOULD recommend getting coffee and food here but not through online pick up until that has...

Went around 5 on a Wed, not overly busy. Took about 15 min to order and another 15 to get a Greek pizza 🍕 staff still not sure about the menu and options. I wanted the vegan option, no cheese, I asked for a $ off because I was getting less, the server left to ask her boss and he said no. No problem maybe they would add a few extra olives or something... completely disappointed with the look, the toppings were so skimpy and the sauce tasteless, the crust was not much better. The people behind us left half their pizza as well. I think the coffee shop is out of their realm selling pizza, stick to coffee and sandwiches. Let the experts make the pizza. My friend ordered some kind of flat bread and they completely forgot about it, she had to go and remind them after 15 min. Hers was not any better, served with a little bit of hummus and a few olives. Completely unappetizing. I asked about vegan desserts which they said they had on Facebook and was told their was nothing. One thing I didn't get to try was the coffee because I was excited to go someplace that had dairy free cream. I'll go back for that but unless they get some vegan desserts or more vegan options I won't be back. The outdoor patio looks beautiful. Unfortunately we sat inside where the acoustics were terrible and found myself shouting to hear myself the entire time. Unfortunately my friend and I left...

Well to be honest I expected better quality. My daughter and I went because I have a friend who started to work 5here and I thought we might be able to see her but she was off. We had 2 bagels, 1 buttered 1 with cream cheese. The bagels were so stale that it didn't matter how much jam we put on it did not help getting it down. My bagel was also super dry. We had 1 Italian soda which was more water than flavour shot, and 1 lemon squeezed lemonade which was simple syrup, ice and 1/2 lemon squeezed it. We shared a fresh cut fruit salad which i may be being picky but it was room temperature but the fruit was fresh and ripe. I paid $22.00 of this which I know with wages up, delivery costs up and so it must be passed down to customers but wow wow wow that's high. There was about 7 staff in and they were friendly enough. My suggestion is that if you're going to charge those prices make sure the bagel is fresh or 1 day old, these were by far at least 3 days open bag on the counter or fridge. The decor was cool with the giant grinder, the place was medium busy....