I had a very very frustrating experience with the service I received from one of your waitstaff during my visit this morning.

I ordered a “not too hot” latte, as I am unable to drink excessively hot beverages due to medical reasons following surgery. I explicitly confirmed this requirement twice at the counter. However, when I received the latte from a waitress with very blonde hair and a fairly tall stature, I immediately noticed that the coffee was, in fact, burning hot.

I politely informed the server of this issue, but her response was shockingly dismissive. She suggested, “Can you wait until it cools down?” and shrugged. This response alone was unprofessional and insensitive. However, when I asked her to check with the barista, she ignored my request and proceeded to serve other tables in the vicinity. I had to call her over again, and even then, she reiterated the same dismissive comment, adding, “That’s just how our barista makes coffee.”

If your baristas are unable to adjust the temperature of a beverage as requested, I believe this highlights a serious training issue. For instance, how would they prepare a child’s hot chocolate? It is baffling and unacceptable that such a basic request could not be accommodated. The server’s attitude further exacerbated the issue, as her dismissive and unprofessional behavior left me feeling disrespected and insulted.

If your team cannot fulfill a reasonable customer request, this should be communicated at the point of order. Shrugging off a customer’s concern at the table or suggesting they “wait until it cools down” is not an appropriate solution. This experience was not only disappointing but also highly insulting.

While I appreciated the quality of the food, this encounter has significantly ruined my visit.