Second Cup Café — Restaurant in Ottawa

As someone who has traveled extensively across Canada in the US, I’ve enjoyed countless cafés, but Second Cup has always held a special place for me as a proudly Canadian company. I know their menu well. I know the flavor profiles of their beans, and I visited several of their locations coast to coast I’ve even spent time on coffee plantations during my travels so I say this with experience: What’s happening at this particular Second Cup location is completely unacceptable. Over the course of three days, I gave the location multiple chances and each experience was worse than the last. On my first visit, my sister brought us two large oatmilk Latte's. What we received tasted as if it had multiple espresso shots had been added, and it was incredibly bitter, harsh and undrinkable. My sister threw her latte out immediately, but I struggled to get through a little bit of mine, despite having it for a headache. It was one of the worst coffee lattes I’ve ever had. Later in the afternoon she decided to go, and I told her I need another coffee because my head hurts and she ordered her darkest brew roast which was called The Batch. What we got was essentially hot water with a trace of coffee. Absolutely no depth, no aroma, and no body, it was almost laughable. The next day, another friend brought me the same oatmeal latte from this location, and I wanted to give them a second chance and again it was unpleasant and poorly made. Alongside it was an oatmeal cookie so sweet. It tasted like nothing but processed sugar, another letdown. On the third day, I decided to go in person. As a patient in the hospital, I walked with my IV pole to meet a friend hoping to enjoy something simple, such as a medium brewed cup of dark roast. Once again, the cup was watery and flavorless. I brought it back, politely explained the issue and I was met with confusion. Eventually, the owner stepped in. He remade our drinks by pulling a double espresso and topped it with the same brew. When I asked him directly, whether there was a mistake and how the brew was prepared, he dismissed me entirely with have a good day, ma’am. As a coffee connoisseur and a loyal Second Cup customer, of many years, I can confidently say this location does not reflect the brand standards in quality, consistency, or customer care. The brew does not taste like Second Cup beans. And my personal opinion, the owner may not be using the correct coffee or proper recipes. Something is off, and it’s quite clear. What’s most disappointing is that this café is inside the hospital, a place where people come for healing, comfort, socializing, and a small amount of normalcy. The experience here has been the opposite, disorganized, dismissive, and constantly below par. Just a word to the owner your customers certainly deserve...

The Second Cup Café, located on the ground floor of The Ottawa Hospital at 501 Smyth Rd, Ottawa, ON K1H 8L6, provides a delightful and diverse menu for individuals visiting the hospital for medical reasons. I greatly appreciate the service Second Cup Café offers, providing a refreshing break for patients, their families, and the dedicated healthcare workers who serve the community.

Given the high volume of foot traffic in a busy place like The Ottawa Hospital, it's clear that running a branch here has financial benefits. However, I would recommend that Second Cup Café consider reducing the prices of their coffee and meals at this location. Doing so would make their offerings more affordable, especially for the hardworking doctors, nurses, and staff who tirelessly care for others, as well as for patients and visitors.

By making their products more accessible, Second Cup Café could not only attract more customers but also leave a lasting positive impression on healthcare workers and visitors alike. This move would improve customer satisfaction while further enhancing the company's reputation within the community. I've attached their menu so you can get a better idea of their...

Horrifying experience yesterday, had to throw my food/drink out immediately!! Last evening around supper time I purchased a hot drink and a treat. Firstly, the person serving me used tongs to pick up the treat but then took it with his BARE HANDS (no gloves even) and put it in the paper bag. Ugh. It gets worse. He’s making my hot beverage, goes and rifles through his locker, finds some sort of metal object (maybe a large paper clip?) uses it and his bare hands to fiddle with the milk frother then PUTS THE MILK FROTHER BACK IN MY DRINK! He didn’t wash the metal item, he didn’t wash the frother, he didn’t wash his hands. Oh there’s more… then he used his bare hands to put a lid on my drink and PRESSED THE LID DOWN WITH THE PALM OF HIS BARE HAND. That means his bare hand was pushing against where I would drink from the cup. I walked away and threw everything straight in the garbage. This...