Matchstick Yaletown — Restaurant in Vancouver

Matchstick is cafe I visit regularly for my coffee. I feel saddened to say that recent experience there was beyond awful. I’ve never experienced anything like this before.

I went to Matchstick on the morning of Monday November 30th to purchase a bag of coffee beans. I waited in line and proceeded to the person at the counter. There was no acknowledgement or greeting by the staff member. I then asked if they still had the promotion of a free coffee with a purchase of a bag of beans. The staff member responded with “what?” so I repeated my question. She kept repeating “what?” in a very arrogant tone making sure I understood she was annoyed. I had to repeat my question 5 times over. I then told her I would like to have my beans ground. This also took her a long time to understand. We proceeded with the payment and then faced the same problem again. By this point, the entire cafe was staring at me. I was extremely upset and embarrassed.

While waiting for my coffee, she served other customers with a much better attitude. This made me question her behaviour towards me. I didn’t feel I was hard to understand at any point and have never faced an issue like this before. I’ve lived in Canada for the majority of my life and don’t feel my English is questionable. What made her behave this way towards me? The only explanation I can come up with is the colour of my skin.

I then asked the barista for the manager’s email address to provide the cafe with an opportunity to address this without me writing a public review. The barista prepared a coffee and then went to the back and returned saying she ‘thinks’ the email is xyz. She provided no written email or business card and conveyed she was not certain of the email she was giving me verbally.

Feeling ridiculed and embarrassed is not the way a customer should feel after attending a coffee shop. We attend to feel uplifted, not demeaned. If a person is not made to feel welcome due to the colour of their skin, there should be a sign posted on the door saying ‘BIPOC people not welcome’.

Response to manager:

Hi Jordan,

Thank you for providing your email address. To be quite frank, I find your response completely unsatisfactory. If you are not present to witness a situation, you cannot provide excuses to justify it.

Even if your staff did not understand me, since when is “what?” a suitable response? How about “excuse me, could you please repeat that?” Or “I’m sorry, I’m having some trouble understanding you?”

While waiting for my coffee, I noticed the staff member did not have the same issue with the next customers despite them wearing masks and having a barrier. But this was not the issue, the attitude and tone was the bigger difference.

The staff members had every opportunity to rectify the issue on the spot. Why could they not have spoken to me or try to connect with me? Why could they not simply write an email address down on a piece of paper? If understanding each other was the real barrier here, then obviously verbally spelling out an email address will be a problem again. There was no intention to help at all and that is the real issue here.

I could have gone to Starbucks and spent less money for a superior product and far better service. I chose to support local and support my community.

After everything I’ve experienced and your response, I don’t feel I can enjoy this coffee. I will be returning it. I don’t feel comfortable entering but will leave it at the door.

I wish you and your business the...

I recently had the pleasure of visiting Matchstick Cafe and my experience was absolutely outstanding! From the moment I walked through the door, Erin and Taylor went above and beyond to ensure that my visit was perfect in every way. Their exceptional service and genuine passion for their craft truly elevated my time at this delightful cafe.

First and foremost, I must commend Erin for her warm and friendly demeanor. She greeted me with an infectious smile, making me feel instantly welcome and comfortable. Her knowledge of the menu was impressive, and she gladly took the time to explain the various offerings and make insightful recommendations tailored to my tastes. I really appreciated her patience and attention to detail.

Taylor, on the other hand, completely blew me away with their barista skills. Their intricate latte art is a testament to their talent and dedication to their craft. Not only did Taylor create a beautifully crafted and meticulously prepared latte for me, but they also took the time to explain the intricacies of their coffee-making process, showcasing their love for coffee and the art of brewing. Their passion for coffee was infectious, and it definitely added an extra level of enjoyment to my experience.

The atmosphere of Matchstick Cafe is cozy and inviting, with a charming ambiance that's perfect for savoring a hot cup of coffee or indulging in their delectable pastries. The attention to detail in the decor and layout creates a welcoming environment that is both aesthetically pleasing and comfortable.

The quality of the food and drinks at Matchstick Cafe exceeded my expectations. Their coffee is undoubtedly top-notch, with a range of carefully sourced beans that offer a diverse and flavorful experience. Their pastries are freshly baked and absolutely scrumptious, making it difficult to resist trying one of everything! The POWER MUFFINS are best in the city… 🙌🏼🙌🏼

Erin and Taylor's exceptional service extended beyond simply taking my order. They engaged in pleasant conversation, making me feel like a valued customer rather than just another person passing through. It's clear that they genuinely care about the satisfaction of their guests, and their friendly demeanor and attentiveness added a personal touch to my visit.

Overall, dining at Matchstick Cafe was an absolute pleasure, and that is largely due to the exceptional service provided by Erin and Taylor. Their passion for their craft, attention to detail, and warm personalities create a welcoming experience that sets this cafe apart from others. I highly recommend Matchstick Cafe to anyone looking for a memorable coffee and pastry experience, and I assure you that Erin and Taylor will make your visit truly exceptional.

Thank you, Erin and Taylor, for making my time at Matchstick Cafe truly...

A Daily Gem in Vancouver’s Coffee Scene

This coffee shop has quickly become a cherished part of my daily routine in Vancouver. I’ve been going every morning, and it continues to impress me with its welcoming atmosphere, excellent selection, and consistent quality.

The menu offers something for everyone. Their coffee is always brewed to perfection, with rich, bold flavors that start my day off right. In addition to classic espresso drinks, they offer creative seasonal options that are fun to try and always well-balanced. The pastry case is a highlight—stocked with buttery croissants, muffins, scones, and other freshly baked treats that are hard to resist. Their sandwiches and salads are made with fresh, high-quality ingredients and are great for a light lunch or a satisfying snack. I especially love the inclusion of wholesome options like pea salads and veggie-forward dishes that feel both nourishing and indulgent.

What makes this spot even better is the atmosphere. There’s plenty of seating inside, and the space is thoughtfully laid out to accommodate people working on laptops, catching up with friends, or parents with kids in tow. The vibe is always warm and community-focused, without feeling too noisy or chaotic.

The outdoor seating area is another big plus—perfect for those sunny Vancouver mornings. It’s pet-friendly too, which is a bonus if you want to bring your dog along for your coffee break. The staff are consistently kind, efficient, and seem to genuinely enjoy working there.

Whether you’re stopping in for a quick coffee or setting up for a few hours of remote work, this café is a fantastic choice. It’s a true local gem that manages to strike the perfect balance between cozy, functional,...