Blenz Coffee — Restaurant in Vancouver

The service at this location has been consistently disappointing. Out of the four times I’ve visited, three experiences have been subpar. On one occasion, I asked the staff that the manager to call me back, but I never received a response. The staff said she wasn't sure about procedure.

Today was by far the most frustrating experience. My 12-year-old child wanted to order the Future Hero promo hot chocolate, but the staff claimed he was not eligible because he wasn’t "age 12." Despite showing valid ID confirming his age, the staff argued that since his birthday was in September, he no longer qualified. This reasoning is absurd—being 12 years old means exactly that until turning 13. No one calculates age in months like this. If they did it should be clearly written.

When my wife pointed out how unreasonable this was, the staff dismissively replied, "I’m just following Blenz procedure." While I understand the need for policies, this lack of empathy and poor customer service—paired with the dismissive "it’s just Blenz procedure" response—was unacceptable. It’s hard to believe anyone would be instructed to deny eligibility based on such flawed logic.

Far from making my son feel like a "Future Hero," this experience left him embarrassed and hurt. He even said it made him feel awful. I guess the Grinch works at this location because today’s encounter certainly didn’t spread any holiday cheer. Avoid this location at all costs and head for West Broadway and Heather where they have staff that are compentent and understand what 12 years old is. Do not waste your time here. Hopefully the managers will improve and guide the staff for future customers. You have now lost four life...

I believe this place has a new owner or management? I used to go there for many years very regularly....for their famous hot chocolate. I went there many times with my family. I previously rated them very high. However, my last experience there was very bad. To begin with, the person serving me (this is now third time in the row) claimed that his Toilet is out of service, and several people including a young mother with a baby tried to go in, and begged him to let her in, even offered to pay, but he refused, claiming it is out of service....it has been a long time then that they have not repaired it). A cafe serving food and drinks should really have an operational toilet facility in proper order or repair it quickly. Now, my main point: I ordered a medium Hot Chocolate without whipped cream (I do not like whipped cream). I got a cup half filled with whipped cream. I came back to the cafe, and told barista that I asked for dark hot chocolate without whipped cream.....he looked at the till and said: Actually, it says here that you asked for whipped cream). At this point I was super frustrated. He offered to make a new one, and I accepted. To my shock, after waiting 10 minutes, I got my hot chocolate alright.....however, when I tasted it, it was a horror! It was diluted milk, water and perhaps a sprinkle of chocolate...I am being 100% honest. I threw it into a garbage bin. I will never go to this location again! I am very very sad as I was a regular customer there...

Blenz has extended the leash on this franchisee for way too long and it has gone rabid.

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First visit to this location. Associate didn’t know how to set the POS up to scan my mobile app scan and pay QR code. Tried another way and had to watch her plug a USB A cable in for a long time and then using the upper rows of keys for numbers before instructing her it’d probably be better to use the number pad. There were many double typing errors made. Eventually it didn’t work and then she found out it was another button on the POS system that needed to be tapped before scanning the QR code. 10-minute painful ordering process all for a matchachillo.

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Second visit 2025-08-15

Was going to pay with Blenz Scan to Pay via the app. Clerk hit the credit card option right after inputting my order. I commented that it seems to happen every time - the credit card transaction has to be cancelled and I have to wait for them to set up the scan to pay. Clerk then said I should have told her. But if you’re by default hitting the credit card button how can I? And also what if I was paying cash? You’d also have to cancel.

Stop being so defensive when being given feedback. Take the feedback, acknowledge, and don’t deflect back to the customer. Fragile weak-sauce insecurities.

Gain some humility and...