Copenhagen Coffee Lab - Campo de Ourique — Restaurant in Lisbon

I’ve been a loyal customer of this chain for over two years across many locations, and usually the coffee and service are excellent. Unfortunately, this particular location is the worst.

I ordered my usual drink, which I get daily and know well. It was made incorrectly: far too weak and mostly milk, nothing like how it normally tastes. After a couple of sips (with more than 90% of the drink still untouched), I politely asked if they could just add a bit of coffee to fix it. I wasn’t asking for a free drink or an extra shot - just to correct the mistake.

Instead, the staff member [Ivana?] told I’d have to pay for an extra espresso. When I asked for a refund instead, she flat-out refused, saying they “don’t do refunds” because I had already tasted the drink. That makes no sense - how else would I know it was wrong if I hadn’t tried it? This is simply a lie, and there’s no such “a company policy” - as per employee.

What bothered me most wasn’t the bad coffee, but the attitude. The staff member was dismissive, impolite, and more focused on sticking to her stance than on customer experience. As a regular who spends money here every day, this was extremely disappointing.

A simple correction or refund would have kept a loyal customer happy. Instead, I left frustrated and questioning whether to return at all. This kind of service does not reflect well on the brand and is the opposite of how a business should...

I live next door, the coffee shop is not very happy because basically out of seven tables at five tables people with laptops are constantly working and this is not regulated in any way, that is, sometimes in order to sit with a friend and drink not tasty coffee you have to wait, the staff is constantly changing, I understand that the management has a bad relationship and they cannot build it with their employees, so I, like a check that comes at least three times a week, constantly see new people. This does not cause a feeling of comfort in this place. Also, it works in unsanitary conditions, because when the toilet was being renovated and the whole coffee shop smelled of paint, which gave me a headache, the coffee shop was not closed. This is dangerous for work and for visitors, probably the owners of this cafe do not care. I feel very sorry for the employees who work for them because the turnover that occurs is extremely pitiful. The food is pretty good, but the prices are constantly changing, the...

I get it, it is summer, it is hot, too many tourists, but if you have a nice place in a nice location, you need to keep it nice! Pay attention to details! Hygiene is essential! Working with gloves is a must with food! Change gloves if away from food areas and in contact with something else. Keep an eye (or both eyes) in case a fly flies in! Keep tables tidy! Greet customers! And I k ow working with people is very difficult, but if you decide to do so, then do it right! Food is nice, coffee is great, but that's definitely not all! BTW, I noticed only two people working there, the place was not packed, I am just trying to understand why this place is not in a better state. Owner/supervisor should be more on this. Maybe I'll give it another try, third is a charm they say.. Probably,...