Second Cup Café — Restaurant in Ottawa

This place has great potential. It's in a busy Kanata area and has a drive thru which is great for busy moms that have a hard time getting out of the car with car seats and shenanigans. I just gave birth a few weeks ago and finally decided today to get out of the house with my toddler and newborn. From the moment I got in I was greeted with an attitude by an employee by the name of Katherine. Maybe she's had a rough day, or way too many clients. It's a busy location. I ordered 20 bucks worth of food and drinks for me and my toddler. Katherine didn't ask what size I wanted and just assumed I wanted a medium of the caramel corretto (decaf) I chose. It was gross. I kept drinking through it while eating my muffin. I guess I thought maybe it would get better after a few sips. It did absolutely not. It tasted like nescafé that I can make in 2 seconds by dissolving the package into hot water. I paid quite a few bucks for that. There was barely any milk foam... I proceeded to ask Katherine if there's something that can be done about it. With a condescending tone and major attitude, she responded " I can't do anything now that you drank half through it". It's true, I did drink .. I was wondering if something can be done maybe by adding a bit more milk or anything at all to make it less sweet and that's what I was asking about. But with that response I asked if another drink can be made instead. Maybe an unsweetened coffee. She said she'd have to ask her manager. She took my cup, washed it as I waited for her to speak to her manager which she didn't while I was there. She came back and said "I can't do anything or give you a free drink like that " with her condescending attitude. There are plenty other coffee shops with much better service and much better tasting coffee. It would be a good idea to keep up with the competition if this business cared. I will not be going through the hassle of spending my well earned money to ruin my day like that. Side note : pretty sure my coffee also was...

This review is for a specific Second Cup location that seems to struggle with managing its popularity. While the spot itself is bustling and clearly a neighborhood favorite, the quality of the product and the level of service have been consistently disappointing compared to other Second Cup shops I frequent. The main issue appears to be high employee turnover, which directly impacts the drinks. Because the staff seems to be constantly changing, the taste and preparation of standard beverages are never consistent. My usual order tastes different nearly every time, which is frustrating when you rely on a chain for a predictable, satisfying product. Furthermore, the intense business of this location seems to have decimated the customer experience. The staff, though likely well-meaning, are constantly under pressure, resulting in rushed and minimally attentive service. Orders are often rushed through, and there is little patience for questions or customization, making good customer service feel entirely...

I will happily drive 15 minutes each way and pay just shy of $7 for my coffee to buy it here because:

There’s a drive through. No unbuckling/masking/shepherding children to go inside. And I can still get coffee.

Second Cup is my favourite coffee in Ottawa.

Not once have I received open judgment for ordering an iced soy mocha with no ice (ie tepid, not cold).

In the approximate 73,000 times I’ve ordered my drink from this location, it has only been messed up once. (And let’s be honest, it was probably because I’m the only person in Ottawa who likes tepid coffee and/or soy milk.)

The staff are generally friendly! Maybe not entirely forgiving if you accidentally tell them the wrong payment method, or point out that they shouldn’t have put ice in your iced coffee (sigh), but 99%...