Espresso House — Restaurant in Berlin

First of all, the cleanliness of bathrooms in both wishes to be the best: the basic things such as toilet paper and soap are not there in 90% of the cases and the staff is ignoring the cleaning schedule on a regular basis. Of course, they don’t use it - they use another bathroom for them only.

Secondly, there’s a necessity in customer service training for the employees. For the past four days I went to the coffee shop three times and already started to lose my patience from the treatment I get. Example one: yesterday I ordered bagel and coffee. If bagel came immediately, turns out coffee was forgotten to be added and I kept waiting for 10 or even more minutes, at the same time looking how others who came after me get their drinks and my bagel gets cold.

Another example is from today: I ordered my cappuccino and then a friend or an acquittance or any other person came to the shop and all three barista started to chit-chat with her, prepare her drinks, and I was waiting for my coffee again for 10 minutes already and they didn’t even start making it. For context, when I ordered it, just one woman was in line in front of me.

Finally, three days ago I came to the shop to study a bit and overall spent inside around 2.5-3 hours. When I went to wash my hands at the beginning, there was no soap, so I decided to use my sanitizer instead, didn’t say anything to personnel. 2.5-3 hours later I wanted to use bathroom again and there still was no soap. I told to one of the employees that there’s no soap for hours , for what she replied - ok and put a bottle of 1L soap next to the sink. No minimum apology that she’ll do it immediately or anything like that, pretended like everything is normal. Three days past, and the bottle is still there - so they don’t even bother to put the liquid soap inside...

Sadly, I am very disappointed in this coffee place. I have been there several times now, and I have always thought that it will get better the next time I will be there, but it was not! I like the food and coffee they serve they are tasty (a bit to expensive but that is another topic). However the service how the food and drinks are served is terrible.

The interior is very great when you walk in but right when u want to order something you start to feel unwelcomed. The staff is not nice and always talk with each other and never focus on the customers. After ordering the waiting time for your drinks is very long. You get the food almost directly after ordering but you have to wait 10 - 15 minutes to get your drinks. You just stand there and wait and wait and for the preparation time the coffee tastes good but is just plainly served. For someone who wants a quick coffee to go this is no the place!!!!!

Since the staff is always talking to each other they tend to forget what you have ordered and then you wait for your drink but it is never served. Today as an example I was there with my friend we got cake which we got immediately but we waited 15 minutes or more for a Cappuccino and a Tea. The Cappuccino was serves after 13 minutes but they forgot the tea. We reminded them about the tea and they said that it will be made soon. After waiting another 5 minutes we asked about the tea again and yes they forgot it again even if no other customer there. And then they made it in under 10 seconds. Which is why I do not understand why it took so long ..... the staff just does not care.....

After being there a few times you always notice how poorly the staff do their work. They never listen to complaints and if they do they do not fix them. Not friendly and unwelcoming...

I frequently visit this Espresso House location and have become familiar with the three teams working here.

One of the teams is incredibly professional, clean, and amazingly friendly. I have immense love and respect for them.

Unfortunately, the other two teams (almost five people in each) consistently deliver poor experiences. When I see them, I know my day is likely to be disappointing. The coffee they make is excessively foamy, as if taking a bath, and their service is awfully disrespectful, unprofessional, and unfriendly. In contrast, the coffee from the outstanding team clearly shows the barista's skill and attention to detail.

Regarding cleanliness, it’s a serious issue. They prepare and serve sandwiches without gloves, then handle money and touch the screen without washing their hands – this is extremely unhygienic. The floor often looks like it belongs in a stable, and the tables are frequently littered with other people's food and cups. The bathroom condition is shocking; please refer to the attached pictures.

Considering we are paying €5 or more, this level of service is...