Second Cup Café — Restaurant in Ottawa

I have been a regular customer for almost 10 years (for their hot chocolate); and so far I have had a great experience until one Friday (last winter) I went to order as usual my hot chocolate hoping for a warm evenings. There were two ladies, one who was taking orders & payment, and another who was serving.

The lady who took my order was very friendly; and after I paid, she went to search a cup they were going to serve me in. The problem, is that before placing it on the line, she was chatting with her colleague; and I realized that unconsciously she was touching inside of my cup with her whole fingers; at some point she even scratched her hair and touched again inside of the cup (and this was during the pandemic!)

I was afraid they were going to serve me in that cup; so I followed it with my eyes. When it was my turn, I politely asked the other lady who was preparing the orders to change the cup for I have seen that her colleague had touched inside of that cup. She ignored me, and went on to pour the hot chocolate in the dirty cup, explaining me that they wash their hands every 30 min; and that they are even exhausted after a long shift!!

I told her that I was not still confortable with that; literally she did a shoulder check (I guess to see if someone was listening to our conversation) and arrogantly told me that there was nothing I could do about that. I was appalled, but as I had already paid, I insisted on getting another cup. She literally transferred the hot chocolate from the dirty cup into a new one. I told her that I couldn't take it as I considered it already dirty. Rather than preparing me a new drink right away; she first served two people who came after me and who were the last on the line. She finally deigned to prepare for me another drink.

I was very frustrated; so a few min later I called their number to speak to the owner, but I got to speak to the supervisor. She was understanding and apologetic; but then I thought that she could be the woman who served me (there was no way to verify). She told me that if I wanted to speak to the owner, there are certain days she comes at the cafe. I called the following day, and asked to talk to the owner; they told me to leave my number. I was never called back, and no longer need it tbh. But what an easy way to lose a long...

Food is alright, but the service is what makes the experience worse. I have been to this second cup many times as a last resort for a coffee on weekends when the other second cup is closed. Each time I am greeted coldly and the employees wont even make eye contact, let alone mutter a "hello". I asked to pay cash and the girl sighed, and when she got me my change she practically threw it into my hands. I understand having bad days, especially in University, but each time I have come in hoping something can make up for the rude service, I always leave feeling the same as before; disappointed. They will barely speak to you, and when they do they speak to you, it is as if it's the last thing they'd rather do, but then turn around, ignore your presence, and talk to their coworker like you don't exist. Even when telling them to "have a great day", all it is met with is a glance and then they move on as if I don't exist. It makes you feel small, and like you don't matter. I understand the struggles of working customer service, and I know it is not always easy, but it's not fair to be acting this way both for the company and the customer....

A few days ago I'd entered to purchase a coffee and needed to use the washroom facilities before doing so. I went to enter the men's washroom and was locked. A Woman who was in the maintenance room located between the two washrooms says "you need a key". So I go see the barista and ask for the washroom key and she says "you must purchase a coffee first". I then tell the barista that I've been drinking their diuretic beverages all day and must urinate first. She then went on to say I needed to purchase my coffee first. I should've returned the humanitarian actions by pissing on the floor in front...