Second Cup — Restaurant in Montreal

Dear Second Cup Customer Service,

Unfortunately, I am writing to express my extreme dissatisfaction with the service I received on January 29th, 2024, around 1:30 pm at 1166 Sainte-Catherine W., Montreal, QC H3B 1K1, and I feel compelled to bring this matter to your immediate attention.

Every Saturday, without fail, I place an order for two white mochas through the Second Cup online app at this very coffee shop. I have consistently used my Second Cup card, pre-loaded with funds, to pay for these orders. There are problems with the store system registering the order every week.

However, the experience on January 29th, 2024, was particularly distressing. Upon my attempt to pick up the coffees today, once again there was an issue with the system not recognising the order. What ensued was a 40-minute ordeal, during which your barista not only refused to prepare the coffees but also displayed an alarming lack of customer service.

In his own words, "it was not his problem that the order was not received in the system." This response is utterly unacceptable and demonstrates a complete disregard for customer satisfaction. I attempted to provide proof of purchase through the email receipt I received from Second Cup, but this was not deemed sufficient. The barista then insisted on checking my bank account, despite the fact that the order is charged to my pre-loaded Second Cup card, not my bank account.

Experiencing such a humiliating and irritating situation on a weekly basis is simply unacceptable. I request that you address this issue urgently. The system at this location needs immediate attention, whether that involves fixing the existing system or replacing it altogether. Additionally, it is imperative that your shop attendants receive thorough customer service training.

It should be common sense, but evidently, it needs to be emphasised: It is not acceptable for your staff to tell a customer, "It's not my problem that the order is not in the system." I am reaching out to you with the hope that you will make it your responsibility to rectify this situation promptly.

As a loyal Second Cup customer, I trust that you will take the necessary steps to ensure the improvement of service. I appreciate your immediate attention to this matter and look forward to seeing positive changes in the near future.

If you choose not to react, you will lose a customer who has been with you for 20 years who will choose to bring his business somewhere...

A friend and I needed a place to study, and Columbus was full but I had remembered that Second Cup was a viable option and even had a second floor. I entered and went upstairs to set our stuff down, but finding a table to sit at was difficult as all of them were quite filthy, as in the tables and chairs felt sticky, crumbs all over tables, small spills, etc. I found one table that was more or less in acceptable condition, disinfected it and went downstairs to order a drink. I had ordered the Frozen Hot Chocolate, which I really liked and was pleased that they added whipped cream to my order. I was surprised to see all the staff congregating around the kitchen, some of which had made themselves something to drink and were sitting upon the countertop and chatting among themselves. After seeing this, I had become less surprised of the lack of cleanliness upstairs. My friend had ordered a coffee and a slice of banana bread, which was an unfortunately very mediocre one. It was dry and flavorless. At some point I had to use the bathroom and was reassured that there was a code on the bathroom door. This false sense of security was enhanced due to how the code had made it seem like not just anybody could use the washroom. When I had entered, it was probably the most filthy environment that I had ever had the displeasure of being in. The diaper changing table was open with trash lain onto it, not to mention a dirty sanitary towel. There was no toilet paper, but if it had been freshly stocked, it had been strewn about on the floor, surrounding the toilet seat. The smell of urine was overwhelming and disgusting. Any sensation or need I had to use the facilities myself had disappeared. At some point while on the upper floor, a family and their friends had congregated to a specific corner of the space, and they had wanted to change their baby's diaper. Knowing what I had just seen, I felt really bad for them. Everything thereafter just seemed furthermore filthy and I ended up hating everything there.

Never...

I was kicked out - yes kicked out of the shop by the manager (store owner?). Worst treatment I have every received from a coffee shop.

I was studying and decided I was going to order at the end of my visit on my way to class so that I could have a drink. The server approached me and asked if I had ordered, I told her no, but I am going to order a drink as I leave. Shortly after, the manager approaches me and tells me I have been sitting there for an hour and a half without ordering and I must leave. I explained to him again what I was planning on doing, and that I understood he is running a business and that I respect that I am taking up space, and will be glad to order a drink - in 30 minutes. He refused to let me order later, and said I can gladly go to other coffee shops from now on. I come to this coffee shop approximately 3-4 times per week, and more during midterms. Everytime I go, I spend at least $5, purchasing a large tea latte/cappucino and sometimes a snack. To be treated with this kind of disrespect as a regular customer is baffling to me. There are 10+ coffee shops within 2 block radius, I will NEVER EVER come to this one again. Part of owning a coffee shop is accepting that some people order the cheapest item on the menu and stay for 4 hours taking up space. This is the reality of the business. Actively WATCHING the customers in the store to ensure that they are ordering is unnecessary and excessive.

I would have liked to support a Canadian franchise and local owners, HOWEVER, disrespecting a LONG-TIME customer is inexcusable.

I urge anyone who reads this to go to another Second cup (perhaps the one on McGill College or Guy/St Catherine) as the management is...