Wallace Espresso — Restaurant in Toronto

Update The owner reached out to me to resolve my complaint. He was open and understanding to my feedback and admitted that the baristas fell short on delivering customer service. I visited another location to give it another try and I was pleased with the service that the barista at St.Clair location gave. I am changing my 1 star review to a 4. I have yet to visit the original location where this occurred. I'll update it once I revisit.

I've been coming here on and off for the last 5 years, and today will be my last. The last 4 visits I've had this month, the baristas ALWAYS manage to mess up my order. I can let it go the first time and even the second, but 4 times in a row?

One time, we paid and were waiting for our drinks, then we watched 5 people that came after us be served. I reminded them of my order, and they said "oh oops, totally forgot." We confirmed our order, and they messed up the drinks. Then they asked if we had paid. What would we be waiting around for? Why on Earth does it take 25 minutes to make one latte and one cappuccino? Waste of time. Then another time we bought beans and we were waiting for our breakfast sandwiches. It felt like the barista had forgotten about our breakfast sandwiches and was busy cleaning.

I can understand if there's a line-up or if there's one person and they're swamped. There are times when no one is in line, and they still manage to somehow make the wrong drink. Today, I asked for two iced lattes, one regular and one decaf. It was the same lengthy waiting period. Then, the barista proceeds to heat up the milk. I reminded him it was iced, and he had the nerve to say, " You said one regular and one decaf latte" Yes, I did say that, but he forgot about the part where I said two iced lattes first.

Overall, I find customer service to be non-existent, inattentive, and lacking warmth. Baristas are always wrapped in having their own personal private conversations and tasks than ensuring that the PAYING customers in the shop are greeted, welcomed, and taken care of. Also, if they make a mistake with your order, they make you feel like it's your fault. They can never acknowledge their mistake or apologize. Please reevaluate how orders are being processed, made, and confirming with your customers. And why is it always super slow? Even if I'm the only customer, it seems baristas have other things to do first than to...

Without a shadow of a doubt, the best spot for espresso beverages, drip coffee, pastries and more in this neighborhood. Go here frequently for iced mocha or lattes to help with recording music for the day.

There is not one shortfall or area of opportunity this facility has. It is as close to flawless as can be. How?

Dan is one of the best small business owners this city has. He treats his employees well and in turn, his employees are always smiling, chill, and exceptional at their craft. The atmosphere is spot on, a beautiful little alcove in this massive city.

In fact, the only area of opportunity is one that is out of their control.

A moderate to large portion of their customer base upon analysis over several months of observation, are mostly spoiled, out of touch, Karen and Kevin like people who believe they own every space,, who do not know how to use words like "excuse me", "please", "thank you", people who bring their screaming children and refuse to deal with it, or have their child run around the coffee shop bothering other customers, and when confronted with their objectively awful behavior and lack of social awareness, their first line of defense is to physically threaten the people or individual bold enough to speak up, even if that person they're threatening is easily capable of decimating their very existence. In other words, customers need to take their heads out of their rear ends and relax. It's just coffee. You'll get your cup.

In conclusion, Wallace Espresso is one of the best at what they do and our family will continue to frequent this establishment for a very,...

I’ve been regularly going to Wallace Espresso for about a year. The other day I went in and ordered my usual (drip coffee with double almond milk). The owner accused me of using ‘too much’ almond milk and asked that I pay extra. He then stated that he makes no money off of my order because I exceed the “milk limit”. To add more insult to injury, the owner also accused me of never tipping. I calmly explained to him that I always tip and that I use an average amount of milk for a large coffee. He didn’t care and asked for more money.

Being monitored and policed by storeowners is not new to me. As a black person, I am continuously followed in stores and accused of not tipping in restaurants. Because I am black, the owner of this coffee shop assumed that I lacked the courtesy to tip. Because I am black, the owner monitored and policed my movement in his shop to the point of monitoring the amount of milk I put in my coffee. I expected better from my neighbourhood coffee shop.

Wallace Espresso is praised for its customer service in the reviews below; however it is important to ask where/who the reviews are coming from? And who is this coffee shop for? Obviously not black folks in the neighbourhood. Congratulations Wallace Espresso, you joined the many hipster businesses that intentionally work to push out black people.

Change your business and customer service practices if you want black business! Do better!...