NEO COFFEE BAR PATH — Restaurant in Toronto

My coworkers and I had a terrible experience at NEO. We all ordered one after the other and 1/3 drinks were given to us. We kept waiting but when I noticed several people in line after us receiving their orders, I asked the barista if she could follow up on ours. The way one of the baristas handled the situation was incredibly inappropriate. She asked both of us several times to tap the cards we paid with and when we did, she kept printing receipts that showed the wrong items.

I asked the cashier who originally took my order to confirm what I ordered and the barista finally agreed to make what we paid for. She was visibly annoyed at us when we had no fault in the situation and proceed to make other orders while we were waiting for ours. We waited 20 minutes for 2 drinks and the treatment we received was downright terrible.

For context, my coworkers have been going to NEO every weekday morning and we order the same drinks every time. We've noticed on several occasions how miserable that one barista looks while she's working and is always short...

Went and wanted to order a slice of strawberry roll cake, saw 2 rolls in display, when ordered the girl asked the other girl then told me it was not available (maybe they wanted to sell it tmr? Who knows no idea), fine. I order an iced matcha latte and a cookie, cookie was fine, drink came HOT. I said “hi sorry I ordered the iced matcha”, the girl who made the drink just blankly stared at me, then of course looked back to the cashier girl. No communication with me, no offer to remake even when I brought it up, no apology either. I sighed and went “fine I’ll take it where’s the lid?” Just tells me behind me. I’m gonna stick to the other Neo locations. If you sell something and it’s on display (marked sold in roll and slice) then refusing to sell it is really weird. Take it off display if you don’t want to sell it…? And maybe consider train staffs to remake wrong orders, or actively communicate. never experienced this type of reaction as someone who goes to a lot of cafes....

I’m a regular at this location and like their drinks. But today, something was not right and I wasn’t sure if they’ve changed the recipe or perhaps the staff changed.

Typically I order an iced matcha latte with less ice, which they’d happily top up with more milk. Today was odd, drink was half filled and I had to ask the bartender to top it up with more milk. The fact that he said “you get less when you order less ice” is mind blowing. So I asked nicely if the recipe has changed because I’m a regular here and this has never happened prior. He was reluctant at first, confirming that’s how they make the order….and asked if I wanted more ice??? Finally, he topped it up with more milk.

Please be consistent with the drinks and revisit this. Thank you.

P.S. I also ordered a hot matcha latte. The intensity is not as great compared to previous orders. There are lumps of matcha powder sitting at the bottom of the cup. Please...