Durand Coffee — Restaurant in Hamilton

I keep changing my review on Durand Coffee. This is my third review. The first one -- I was unhappy with the quality of their espresso/barista drinks. I haven't tried one recently so I can't comment on whether it's changed.

I amended my review to include the fact that I appreciated the stroller accessibility & their coffee is really good. It does run more expensive than your local Tims, but it's much better quality and it is an independent cafe so that isn't surprising.

But finally I've come back to same issue -- I feel the staff are very unfriendly and cold. I'm surprised by reviews that state that the staff are friendly, because I've never ever had consistently good customer service there. It constantly feels like you're bothering them when waiting to be served. The person who served me recently literally threw the tip I gave him into the tip cup and walked away without saying another word. Like "thank you" or "have a nice day". When arriving it is extremely rare for anyone to smile and say, "how are you today?". It seems like the employees just don't know how to excude friendliness and warmth. For the longest time I thought it was just me and that I was perhaps imagining it, but after a recent chat with three coworkers who frequent the cafe, they all stated the exact same thing. They feel that the customer service is highly lacking and that the employees act as though the customers are a bother. We've had long discussions about whether this is just the new generations general attitude working in customer service or whether it's specific to Durand Coffee.

I don't get it because I know the owners are nice people who do a lot for the community. There is also one girl who works there who is super nice, but the guys on staff are just awful with their approachability and friendliness. Please consider having a discussion about basic customer service ("hi" "how are you?" "how's your day" "thanks for coming by" "have a nice day" "thank you") instead of continuing to treat your customers as though they are an inconvenience. Establish eye contact. Smile.

I frequent a lot of different coffee shops in Hamilton and Durand is one of two shops in the city where I feel customer service is lacking. I can't help compare it to the warmth of service consistently received at Cake and...

I’m really surprised at the reviews that mention positive customer service here...despite the fact that I’ve been a regular customer for the past 2 years, the staff barely make eye contact or say hi...having lived in Toronto I’ve been excusing this in exchange for a decent cappuccino.

During Covid, I’ve been unemployed so have had more time to walk to other coffee shops and can now see really clearly how many better options there are. The staff at Saint James, The Cannon and Dundurn Market have honestly been bright lights during this weird time of social distancing. They greet you with smiles, hellos, conversation, and warmth.

Durand continues to be cold, in particular the male barista, who never makes eye contact or smiles. I ALWAYS smile and say thank you and I don’t know why I bother any more. There is now literally NO other customer in your shop, and you still manage to avoid simple human interaction?

Covid has really made it clear to me that money is much better spent at local businesses who truly value customer service and a sense of community.

** I do appreciate the owner’s quick reply, so I did adjust the star-rating. But unfortunately the customer service has been consistently disappointing, as opposed to a one-time thing, so ultimately won’t change my decision to...

First time going there and Not a very good experience. Order a "mocha" and it was the laziest worst mocha I've ever tried. Sorry but if you are going to call it a mocha, take the time to make the hot chocolate and not just use cold chocolate milk with expresso, that's not a mocha. Plus my husband and I went back to change it for a cappuccino and the girl there was trying to make me look ridiculous in front of other customers asking me "what was my definition of a mocha" clearly you don't even know what a real mocha tastes like or even know how to make a proper mocha. Anyhow after giving me attitude she finally made the cappuccinos which one of the cups didn't even close properly which on the first sip it spilled all over my clothes. Ended up throwing it out cus it wasn't even hot. Never going back. If you are true coffe lover or know how a proper mocha should be made, this is not the place to go. Worst in town! And bad...