Moka House Coffee — Restaurant in Victoria

I don't normally leave reviews, but my experience was so terrible that I have to. I ordered an Americano to-go and asked if I could get cream added to it before handing it to me as I had a baby in a stroller. She said no problem and told me she would let the barista know, when I paid I even TIPPED. After waiting at least 15 minutes for my order, the barista finally finished my order and called it out. There was no cream added. I asked him nicely if they could add cream to my Americano and he completely dismissed me and said 'the cream is over there,' referring to the tiny counter where the cream is that gets jammed with foot traffic of people with open HOT drinks, the same counter I told the staff at the front I could not go to because of my baby in the stroller. I asked him again if he could please add cream to my Americano as I cannot go over there (which I shouldn't have to repeatedly explain myself) and he said it again, 'the cream is over there' rudely. I asked him a third time and he did the exact same thing, rudely and SPOKE OVER ME 'the cream is over there.' I told him AGAIN that I cannot go over there, the front staff told me that the cream would be added to my Americano and that I have a baby in a stroller and I can't carry the open Americano with him. He then proceeded to tell me to LEAVE my stroller at the bar (where there are various STRANGERS with open HOT drinks) and that HE, a man I have never met, will WATCH the stroller. In what universe is this appropriate behaviour!? I told him no I would not be leaving my baby in his stroller there and that what he was doing was terrible customer service and that the front staff said they would add cream. He then said that he 'didn't have cream there,' which is NOT my problem first of all, and I told him that he did not need to speak to me rudely. I told him I will not be putting my infant at risk of having severe burns if a hot drink spills on him. He finally told another staff member to grab him some cream from the back. WOW that was SO hard. Another staff member poured the cream for me and I put the lid on and left. He had the gall to try and tell me to 'have a nice day' as I'm leaving without even apologizing or acknowledging his absurd and absolutely unacceptable behaviour. I really should've been given a refund of my money and my TIP, but I had already waited for so long and the line was too long so I left.

Other places, like the Starbucks across the street, happily puts cream in the coffee for me before handing it to me, they even put the lid on it.

I am just absolutely appalled and this is NOT the kind of service a business should be providing its customers. I can understand being busy and needing to wait, but really, all this over CREAM for SAFETY REASONS. Like I'm a customer and not your underling, you don't speak to customers who are paying like that, nor do you tell a mother to just leave her baby somewhere where the baby could get injured. Seriously? All that over going to the back and getting cream...

I was trying to support local, but next time I'm going to go across the street to Starbucks or one of the many other cafés...

I am posting the content of an e-mail that was sent to the addres of the owner as posted on the web site. The message was sent on June 9/22. At this point (one week later) I have not received neither a repy nor even an acknowledgment.

I was in the Cadboro Bay Village location on June 9/22 with a friend and purchased two "standard" coffees as usual. I should note that there were two employees working behind the counter - a young woman taking orders and a young man preparing specialty coffee orders.

When I went over to the cabinet to add sugar to my cup I discovered that the bowl was empty. I took it to the young man and asked (politely) if he could get me some sugar. His response was that it would be awhile since he was preparing an order.

I waited by the cabinet as he finished one order and began working on a second one so I went back to the counter to repeat my request for some sugar. His reply was the same as he continued preparing the second specialty order.

So, about 5 minutes after I had purchased my coffee) I had had enough so I left my coffee on the counter and prepared to leave.

At this point the young woman came over to ask about the "issue" followed by another young woman from the back who explained that they were short-staffed and that the young man's job was to work on the preparation of specialty coffee orders. She then came over to the cabinet and proceeded to open the door and replenish the supply of sugar from a carton that was readily accessible.

There are a number of customer service issues involved here:

when a customer has received their order they should not be forced to wait for the supplies needed to add things like milk and sugar. This should take precedence over preparing other orders etc

issues such as being short-staffed and the task allocation of employees behind the counter are the business of management and should not affect customer service. To some extent I was made to feel that I was being unreasonable by asking for sugar to put into my coffee.

The simple solution to this problem would involve telling me that additional sugar was available inside the cabinet. I could easily have retrieved it myself and it would not have interrupted the young man's preparation of specialty orders. Was he not aware that there was sugar there? If that is true were are dealing with a shortfall on the...

Ordered two drinks, a large matcha latte and a large London fog. I was really disappointed with both. I’ve been here many times a few years ago and always thought the drinks were great. Both drinks had so much foam on the top, probably around 4 inches of foam. The match was very bitter and not so sweet, the London fog had so much foam I tried to use a stir stick to deflate the drink. Eventually I asked for some milk. The guy told his coworker to make me a new one. But the new drink was made so quickly it just tasted like water with less foam and there were tea leaves inside.

I ended up not even drinking mine and just threw it out (which I very rarely do). I’m pretty disappointed with this. Service is good but the product was a disappointment and a waste of money. I probably won’t go back for any type of tea drink. Or I’ll stick to the Starbucks across the street because their drinks are at...