Moka House — Restaurant in Saanich

Update:

I just went back, and Erin had changed things around. I met her out in the community and loved her energy so much that I decided to give Moka House another chance—and I’m so glad I did. She not only remembered me but greeted me with so much gratitude and kindness.

I’m not sure if the redhead with braids is still there, but if she is, Erin’s bright light shone so brightly I didn’t notice anything negative. And the coffee is still delicious.

Sad to see there was so respond to my review, but grateful for Erin, for being such a kind soul in this crazy world.

Old 3 star review:

I frequently visit this coffee shop, and today I went twice. After my second visit, I have mixed feelings. On my first visit, the barista who served me was incredibly kind and accommodating. I have allergies, and she thoughtfully went over the milk alternatives with me. The Americano I had was delicious, and I left feeling happy after my family walk.

However, my second visit was disappointing. While the person who took my order was kind, the barista preparing my drink was not. I ordered another Americano and mentioned I didn’t want any room, as I planned to pour some into another cup for my partner. When I requested almond milk, the barista with red hair in braids responded in an irritated tone, pointing out that I had asked for no room. She eventually provided oat milk instead of almond milk, which I’m allergic to. When I politely reminded her I needed almond milk, her annoyance was obvious. Her tone was curt, her actions felt dismissive, and she flung the oat milk container down in a way that felt disrespectful. When she finally brought the almond milk, her demeanor was cold, and her facial expression made me feel unwelcome.

When I asked her directly if there was a problem, she replied, "I'm just doing what you wanted," but her tone and attitude suggested otherwise. I then tried addressing my concerns with the other barista, but I was ignored, which left me feeling even more uncomfortable.

While the coffee here is excellent, customer service is equally important to the overall experience. I would strongly encourage training staff to approach customer interactions with more kindness and understanding, especially when dealing with allergies or intolerances. A welcoming and accommodating attitude can make all the difference, and I hope the team works towards ensuring all customers feel...

I stopped in quickly for a sandwich and couldn’t help but notice the front staff member seemed quite unhappy to be serving customers. She spent more time chatting with her colleague than acknowledging guests, and when she did finally address the gentleman ahead of me, it was in a dismissive, unfriendly tone — a simple “What can I get for you,” without eye contact or any warmth.

When it was my turn, I made a point to ask how her day was going, hoping to shift the energy, but I received the same cold attitude. As someone who has worked in the service industry for many years, I rarely leave reviews — but I walked away feeling unwelcome and disappointed.

It’s unfortunate because the location is amazing and was full of customers, but experiences like this leave a lasting impression. A simple greeting and a smile go a long way in hospitality. I hope this feedback helps encourage a little more mindfulness and customer care...

Nice location, inviting interior (clean too!) and friendly staff. But... you come here for the coffee and treats! The coffee was bitter and the muffin was from a mix. I can understand that it's hard to find staff right now and mixes are easy. But it's the same bland faux carrot-like muffin you get other places. Missed opportunity to either make them from scratch in-house, or buy them locally where they are made in-house. Bitter coffee can be a hit and miss thing. I'm willing to try them again for coffee only, but am hoping for a better coffee experience! Update: I've been back again a couple of times and won't return. It's not inhouse baking, and the coffee is so-so. Plus, you aren't greeted in a friendly way the way a neighborhood...