Second Cup Café — Restaurant in Ottawa

Let me begin by saying I love Second Cup and frequent them many times per week. This particular location however is horrible and it’s 100% related to the owner Marve: I have been going to this location for years but recently the new owner has made going there a terrible experience. Two issues occurred here that spurred me to write this review. The first incident happened on a Sunday in October 2022. I placed a mobile order and when I went to pick it up it didn’t have enough milk. So I simply asked if I could have a little bit of milk on the side and the owner literally yelled at me for placing a mobile order instead of ordering at the counter. I let that one pass because it was a very busy day and he was all alone.

Today I ordered a medium Paradiso Dark. I order this coffee regularly at Second Cup and it’s my favourite but this particular batch was way too strong indicating the water to ground ratio was off. I couldn’t drink it. I went back to the counter to exchange it for a different one and he gave me such a hard time and argued that he had made it the right way even though the only thing I said was it was too strong and I couldn’t drink it. I wasn’t asking for my money back, I was just asking for a pour of a different coffee type. In the end because he kept arguing and berating me I said, if it’s simpler I’ll just get a refund. He opened the till and tossed the money at me. I told him that this was pretty bad customer service and he wrote his name on a piece of paper and told me I could call Second Cup Head Office and complain but that there was nothing they could do because it was his store. Who does that? Who acts in that manner when a customer simply wants to exchange their coffee because there was a quality issue? I spend $50-$70/month at Second Cup but I will never return to this location ever again.

The previous owners were amazing but this guy is the absolute worst. The staff is great but the owner is terrible and he should never be behind the counter serving people.

If you choose to stop here, my advice is that if the owner is working don’t just walk...

I had the most horrible experience at this second cup that I have ever had in any type of establishment. I do not normally go to this second cup, but I decided to stop in on my way tof my destination. I had enough points for a free drink that I was super excited to use! Who doesn't like a free drink once in awhile? Anyways, so I go in and the owner of the store is working the cash. She asked me what I would like and I gave her my order. She then told me my total and I said that I would like to use my point for a free drink. Then the owner proceeded to ask me if I come into this location often. I said no that I was just passing by on my way somewhere and I thought I'd stop in for a drink. THEN she told me I shouldn't be using my point there because she doesn't get any profit. That my "regular" store gets all the profit and she has to give me a friend drink. I have never been so disgusted with another human or establishment in my life. This owner made me feel like absolute garbage for using my points. I have been under the impression that I could use my points at any location and I have never had a problem using them anywhere else. I asked her to refund my points because I don't want to give her my business (I was also going to buy a food item). She said that she can't refund my points and she doesn't want to give me my drink! So she was willing to use up my points and not even give me my drunk. At this point I start to get angry. I told her that I was going to contact head office and she flat out told me to go ahead. This type of behaviour should not be acceptable for anyone. How dare she making me feel like crap for using my points? She is a terrible person with no sense of customer service. If I could give this location no stars I would. Do not go to this location if you want to use points because they will make you feel like crap. I spoke with some people afterwards about my experience and they have all had the same experience at this location. ...

I usually love second cup and have come to this location many times. however today I ended up crying in the bathroom. I ordered my usual iced matcha, and I love them. I get matchas everywhere including starbucks and other coffee shops. I know what they look and taste like. I received plain milk for my drink, and it took me a good 10 minutes so get the nerve to ask the barista if they could check if they made me drink correctly as I asked. I showed her my drink looked white, not green. she told me to try my drink, and I said I already had, even my boyfriend who hates matcha tried it and said yes this is milk. she then told me she made the drink according to yhe recipe and if I don't like it, then I shouldn't order a matcha iced latte in the first place. she very passive aggressive to me the whole time while I was already so nervous to asked her about my drink, and I was clearly stuttering over my words trying to express that I had paid $6 for milk. Look at this image, this isn't green, I have had many matchas before. I come to second cup to relax and do my school stress free, especially during exam season. Today I felt robbed of $6 and cried in the bathroom trying to calm down from a triggered panic attack as I was already stressed for school and I do not like asking for requests. she told me to just not order here if I don't...