Second Cup Café — Restaurant in Newmarket

My mom and I visited this location and I can not express enough how badly we were treated as customers. We ordered a caramel corretto and iced white mocha with cold foam and caramel drizzle on top. The lady taking the order had asked us do you the caramel corretto MADE HOT? And my mom said YES. We pulled up to the drive thru and paid for our drinks and waited for our drinks to be made. When the lady went to give us our drinks we realized that my moms drink was made cold. So we kindly told the lady that we ordered for it to be made HOT and she said that she will remake it for us. After she left to go redo the drink, I noticed that my drink didn’t have the caramel drizzle so we asked a girl who was walking, if she could add the caramel drizzle (as we paid for it). She said “I can do that for you!” . However, when this girl came back to give us my drink with the caramel on top, she said “by the way, you ordered for caramel corretto to be made COLD.” She said that in very rude way like she was shaming us for asking it to be made again. My mom told her that the lady, taking the order, had asked if we wanted the drink to be made HOT and we said YES. She then proceeded to say, “we all have a headset on and we all heard you say cold.” Then she walked off without letting us say another word. At this point, my mom and I were angry and disgusted at this girls behaviour. So when the other girl came with the remade drink, we demanded a refund. As we did not want to buy something from such an environment. The lady kept on saying to take the drinks and go. And we did not like that at all. And the lady that was giving us attitude kept on smiling at the situation that was rising. When my mom brought up that she used to be a manager at second cup in Toronto and she would not tolerate this kind of attitude from her employees, the girl proceeded to throw a thumbs up multiple times like she was making fun of my mom. The caramel was also all over the outside. So I DO NOT recommend this place for anyone who wants to spend money for good drinks cause trust me you will get with...

Worst experience ever at the Newmarket Second cup location. Before the summer I was a frequent customer, going there weekly. And was in support of the company due to their use of non artificial products. As of today it’s safe to say I will no longer be in support of this company. I had ordered ‘3 iced vanilla medium size lattes and a gluten free biscotti’, through the drive through. As my boyfriend and I receive our drinks they are ‘hot’ lattes and we have no biscotti. We turn around, where this time walk into the store. As soon as I’m in, holding my tray of drinks, before I speak; the manger states clearly ‘we are not fixing that’! Note: I did NOT say a word before that. What if I just wanted to go into the store to put extra sugar in my drinks? (What a lovely way to greet a customer, and ask her what is the problem!) Ms. Xu (the name of the apparent manager), refused to remake my drinks and claimed I did not even order biscotti. I said to her and her assistant manager that served us through the drive through; ‘that is was obvious’ she did not hear what my boyfriend had ordered. I asked for the store number, head office number her (the managers) full name and the assistant or whoever that served us. However the mangers last name was only given. The end of my AMAZING ‘customer experience’ ended with ‘Ms. Xu’, calling me in her own words ‘You are very rude’ and her and her assistant walking away and ignoring me, and my unfixed drinks let alone my biscotti I never got! It is in no doubt to question why this coffee company is failing. Hiring managers and staff members giving the worst customer service/ experience ever. Other well known coffee stores, ‘Starbucks’ or ‘Tim Hortons’ for example are clearly better; these companies in no doubt fix drinks and provide Better customer experience where the mangers DO NOT call you ‘rude’ and walk away from you or ignore you.

Worst customer experience I have ever gotten at a coffee shop.

Newmarket seconds...

I used to come here all the time for their delicious flavoured coffees, and cakes. I used to also love sitting and spending time in this warm and inviting coffee shop. I must admit I hate the renovations and find the shop to be clinical and I feel like I'm sitting in Tim Hortons. Beyond disappointing. Needless to say I no longer sit down in shop. Furthermore, the quality of the coffee has gone downhill, and it often tastes water down or burnt. Also, there is never more than one flavour available at one time. The staff is often unfriendly and lacks maturity and basic manners. Staff are also stingy on cream when ordering from the drive-thru. I also stopped ordering cake slices from here after being served a sliver that cost me over $6. So disappointed in the nosedive this coffee...