Second Cup Café — Restaurant in Toronto

I have no idea what is going on at this second cup location. Ive never posted a bad review about a customer service experience - but my experience today getting coffee at this location was one of the most off-putting, strangest experiences I’ve ever had.

When I walked in, there was a woman behind the counter, wearing street clothes, with her back faced away from the cash. She was mumbling to herself, and didn’t acknowledge me until I tired speaking to her to get her attention. I thought maybe she was on the phone but I didn’t see earbuds in her ears so I don’t think that was the case. Once I had gotten her attention, she proceeded to struggle with inputting my order. At this point I wasn’t even sure if she worked there or if she was a random person off the street who saw an empty counter and decided they wanted to roleplay being a barista.

I nervously paid for my order, and she proceeded to make my drink. The entire time she was doing so however she was once again loudly mumbling to herself, and every now and then I’d hear her uttering some seemingly aggressive sounding words. All together she seemed very out of it, and I’m not sure if she was under the influence of something.

To top of the entire experience, once she had finished making my drink, before putting the lid on and handing the drink to me, she took her mask off, her bare mouth a handful of inches from my drink, muttered some more things, and put her mask back on. I’m not sure what that was all about, but I’m pretty sure she breathed directly into my drink - which didn’t seem very covid safe…

I left this second cup location, confused and nervous to even drink the coffee I had just purchased (which turned out to be more bitter than I remember the coffee being at second cup).

All together I would say one should avoid this second cup location until they hire new staff. I’m not quite sure how this person is even working there, but they provided me with one of the worst customer service experiences...

Generally have had amazing experiences here. I've frequented for several years to the point most of the staff know my order (or know most of it) when I come in. Around December I had my first encounter with a staff I didn't know, which seems to be an employee a few others have had contact with. While she wasn't mumbling with me, she was condescending and argumentative. On first interaction I ordered a single matcha tea latte with oat milk, and she charged me for two. When I told her I only ordered one she snapped at me that "no, you ordered two" and begrudgingly altered my total for one order after I told her otherwise a second time. The second time, she argued that I didn't order oat milk with me for a few minutes before charging me for the additional oat milk. I dont know what the situation is, but her combative attitude has made me reluctant to go, and I will only go in the very early morning when the sweet lady with the white hair is there. I'm not looking to have compensation or to have any issues, just to explain my story. I really hope I can keep coming back, I really do love the other baristas, but the taller European woman I will avoid since I have bad anxiety with confrontation, and she is very...

Absolutely terrible customer service... Walked in, there was no line so I was just looking over the menu while waiting to be greeted (which didn't happen) only to have 2 people served prior to me. When I finally got to order, I asked the woman if they have iced mochas. She said "yup" I said, "great, I'll have one of those" she then proceeds to ask "cold brew or latte?" To which I replied "iced mocha" which means ESPRESSO, milk and chocolate. Never in my 10+ years of barista experience has the word "cold brew" been in any type of relation to an iced mocha. The woman then proceeded to openly talk to another customer about our interaction while I was standing there waiting for my drink to be made.

Been in the area for 2+ years, never stepped foot in this place before today, and certainly won't ever be back based on my...