Coffee Culture Café & Eatery — Restaurant in Mississauga

I don't typically write restaurant reviews, but I wanted to write this one to ask the owners/managers to reflect on how their words can come across. Typically this Coffee Culture is pretty good, food and drinks are good, nice atmosphere and staff are pretty standard.

But today, I felt embarrassed and belittled by one of the staff (pretty sure she's the manager; older lady that's there most of the time I go). TL;DR summary: the manager believed that I, as the customer, ordered the wrong thing and wanted to make that clear before correcting my order, when I recall clearly ordering the correct item; exchange was confrontational and unprofessional.

I ordered a power up breakfast bagel (100% remember saying "power up" because I saw another, more simpler, breakfast bagel on the menu and knew I wanted the power up for its avocado and tomatoes). On the order screen, it showed up as "breakfast bagel" and I didn't think anything of it. The server/manager asked if I wanted eggs and cheese, I said yes, sausage, I said no, type of bagel, I asked for asiago. I thought she was just being thorough. When the bagel came, it only had cheese and egg, so I went to the front, and asked another server, saying I thought I order the power up bagel. She checked the receipt and said it was keyed in as a breakfast bagel with just eggs and cheese. She said I could add the avocado and tomato for $1.50. I didn't really feel like waiting and taking out my wallet again so I just walked away knowing a misunderstanding had occurred and I didn't want to push the issue, maybe she didn't hear me say power up. Was I happy about it? No because I didn't really just want a bagel with egg and cheese, but whatever, I was going to eat it and not say anything, and probably forget all about this. The manager, I believe (lady who took my order) came over to where I was sitting and said "you had ordered a breakfast bagel but we can add the avocado and tomato. I said no, I remember ordering the power up bagel but I don't want to argue about this, it's okay and she replied with if you had ordered the power up bagel I would have entered power up but you just said breakfast bagel. Again I reiterated that I don't want to argue about this and she pushed the issue by saying that I hadn't asked for avocado and tomatoes, just egg and cheese but why would I ask for it, when it's in the order description, and I remember asking for the power up bagel, which I told her as much. In the end, a few more words were had, I did get the avocado and tomato added, free of charge, which I did appreciate however this exchange was so embarrassing and unprofessional, I likely won't return and will seek another coffee shop to do work. The dissatisfaction I felt at being given the wrong order PALES in comparison to how I felt after the exchange with this server/staff. Obviously there was a misunderstanding, but to push that I was the one that was wrong was unnecessary and she could have simply offered to add the avocado and tomato free of charge because there had been a misunderstanding. If I was the one pushing the issue, I would understand from the business perspective why management may want to make clear that they're doing this as a courtesy to correct the order, but I wasn't the one pushing it and so to pursue me to tell me that I'm wrong was not the right way to...

I am in utter shock at what I think was the worst customer service experience I have ever had! My friend and I go to this location sort of regularly, maybe once a month or two. . The staff and managers seem to be a revolving door and we noticed this evening it was indeed new staff.

It was around 8:40. The girl at the front would not look up as she was wiping the counters. And wiping. Wiping. Ignoring me. I am leaning over the counter, hello? Excuse me? Finally acknowledged me. I ordered a cappuccino, she reached for a paper cup..I said no I would like a real cup please. She said no, we don’t have any after 8:00. Ok, I am not paying $5 for coffee in a paper cup, I can go to McDonald’s next door. Ok instead can I then have a frozen ccino mocha. .. I don’t think she knew how to make it because it was literally chocolate milk. Nothing frozen about it. Barely even cold.I came back to the counter. Wiping. Wiping. There are 3 customers in line. She is ignoring them. They let me go ahead. She is still wiping. I had to call her to get her to stop wiping and serve me. I told her this issue and that I would like my $6 chocolate milk refunded, after she tried to tell me that it was supposed to be like that and that they just named it frozen. she called the manager.. who refused to refund me, but offered to blend more ice in it. So it was then the consistency it was supposed to be but quite flavourless. The other girl went back to wiping and ignored the 3 customers still in line. I sat down. They turned on the lights and said they were closing in 5 minutes. The website says this location is open until 10.

We literally had ordered at 8:45.. my friend’s coffee was still piping hot. .. so on the way out we nicely said that the website says 10:00 …and what they should do is advise people if they are ordering at 8:45 “hey just to let you know we close in 15 min “ .. she got very defensive .We absolutely weren’t being mean or snarky, just a suggestion that is what would be the right thing to do.. Then she made a swoosh gesture with her arms and said “Now get out. I have to leave. You are making me feel uncomfortable “ Anyway, my friend and I have both worked in the service industry for 30 years before this girl was even alive, and both of us were in absolute shock, wondering if that was the worst managerial treatment we have ever received. .. I definitely have never been swooshed that’s for sure. We will not be returning to this location until management...

If the coffee isn't made good, Mike and Lisa here could care less. You bought the beverage, now drink it how we serve it. There's no replacing.

I have been coming to this Coffee culture for a long time but never have I ever gone through such embarrassing and unsatisfactory customer service until now. I ordered a decaf latte (expensive but tastes amazing) so I'll always get it. Today it didn't taste very good after I let it sit for 30 min while grocery shopping and came back to the store to get it replaced, by now it's 45 minutes since I bought it. I request it to be changed, employee doesn't want to change it anymore because it's been 45 minutes. First time ever I've heard that petty excuse. Then he calls a lady named Lisa, who tells me it's been long and if sugar is missing I can add sugar. How do I enjoy a nearly cold latte now, and what if sugar was added but not stirred. Common sense and good customer service says just replace it and save yourself an arguement with a committed client. But no. Not here. Lisa calls the owner, who'd also like to get paid top dollar for his lattes but not sta d behind it or give two craps about customer enjoying their beverage. Mike, who owns the store but skipped the class where they teach you customer satisfaction and wants to make sure the $4.99+tax beverage is not replaced, tells me 45 mins is unfortunately too long and I can take sugar along my now cold latte. Is it worth an arguement and waste of a second trip for me, most likely. However he uses that $5, I hope it's worth losing a client. If you can't run a business, and lose regular customers, I doubt you'll stay very long. My favorite coffee shop just went from 10 to 0 in a...