Blenz Coffee — Restaurant in Kelowna

Avoid THIS location. Horrible service. Horrible owner. There are a lot of other deserving owners. This one is NOT.

Been a customer of Blenz since store #1 and a customer of this store since it first opened. Most of the barista's know me. I'm polite. I tip and I spend money. Although I had known about the BCAA member upgrade program for years (they will charge you for a small if your order medium, and medium if you order large), I didn't actually sign up for it until about a year ago. I often don't remember to ask for the upgrade. And I don't even use cream in my beverage. Today, I traveled from my home in W.Kelowna to have a coffee in this mall location and do some work on my laptop (as I always do).

Made the time and effort to find parking in a busy lot just to go to THIS Blenz and have a coffee. Waited patiently for a table to open. Once it did. I approached the 2 employees, one of which I know as a long time barista, the other I didn't recognize...she turns out to be the owner. I order a large medium roast coffee and show my BCAA card to get the perk upgrade. To my surprise. The owner, in a very curt and unapologetic tone, says "We're not doing that right now". I asked why...she said it was due to the highways being closed off, and them not getting their discounted milk!! I couldn't believe my ears. What on earth does their supply-chain issue have to do with a corporate program with BCAA? And especially, why should it have anything to do with a customer? I explained to her very firmly, but politely, that out of principle, if they will not honor this program with me, then I will pay full price, but it will be the last time I'll go there. Her answer was: "if that's the way you feel, we don't need your business". I said" Oh really, you don't "need" my business?"...then thank you, but I'll go somewhere else. And I left.

I called their head office and spoke to Payton in the concerns department. Thankfully she validated my thoughts, that in NO WAY are the stores supposed to refuse the perk, no matter what. And that is the policy of Blenz for all their franchisees. She was very empathetic and handled my complaint with a very high level of professionalism. Unfortunately, due to the terrible experience with the owner of the Orchard Park Mall location, I had this conversation with Payton at a nearby Starbucks.

Again. As she herself stated, this owner does not "need" customers. Nor does she...

I've been to this location so many times with fantastic service from the girls! Today I was in and ordered my usual, and noticed the shop was very busy. When I sipped my coffee, it tasted extremely burnt, almost like a burnt popcorn flavour. I understand working customer service and I also understand that during busy rushes these sorts of this can happen, so I politely asked the woman working the cash if I could get a remake as I've had this drink many times and it's never tasted so burnt, the woman proceeded to give me attitude and asked me what I would like instead. I told her I would just like a remake of my drink with fresh coffee. She insisted it was because I ordered it with almond milk and would not remake my drink, then topped it all off with rolling her eyes at me. At this time I just asked for my money back because ordering my favourite coffee should not be this difficult. I then found out that this woman I was dealing with was the owner. I would normally give this location a 5 star rating because the other girls are just amazing! Now knowing that this is the type of person who runs it, I will never return and probably will not go to another location either....

It’s been some time since I have received great customer service and had my drinks made correctly! Stopped by Orchard Park Mall Blenz on Friday, March 19, 2021, late in the afternoon. I am so impressed with the young lady who served us !!! Thank you for your pride in your work, your attention to detail and great customer service. We ordered an Americano Brevet and a Steamed Coconut Milk with a scoop of dark chocolate. Thank you for a wonderful...