Fika Coffee Shop — Restaurant in Scotland

I called in today for a nice Flat White coffee after a very restful visit to the Birks. I haven't been able to get away much in the past 4 years since being diagnosed with breast cancer, and to be honest, getting a nice cup of coffee is always something I cherish these days. So I handed over my reusable cup and asked for a decaf flat white with oat milk. A favourite of mine. However, I always ask for a tiny bit more oat milk if it seems a wee bit strong. I looked in the cup and knew I would need a tiny bit more milk for it to be perfect for me. I asked the young chap behind the counter if he could add a wee tiny bit more oat milk for me as I knew I would find it a wee bit too strong. He took the cup and started to make a wee bit more, but he also just had to try to mansplain to me that "its actually a Latte that you wanted then." I said OH really! I didn't know that! trying to make light of it at the time...but I have to say after looking up what a Latte is, I know without a shadow of a doubt that it's not what I want. How dare this chap who is young enough to be my grandson, tell me that I have been ordering the wrong coffee for the past decades! I will also add that I had only a few tablespoons of hot milk added and the coffee was exactly what I wanted. I can assure you I wouldn't have wanted a Latte, and adding a tiny bit of hot microfoamed milk to my Flat White doesn't make it a Latte. Try to think what your comment was actually about...was it to educate me about what I actually should be ordering?...if so, then you are completely mistaken. Was it to make my experience of enjoying a cup of nice coffee worse by telling me I ordered wrong? You know, you never can tell what day a customer has had, what difficulties in their life make going for a nice coffee a major thing that uplifts their week. The coffee was lovely, just the way I asked for it, maybe stop taking a customer's preference as a personal slight on your coffee making skills...I just like it the way I like it! I may be back next time I am up that way...hopefully not too long, and I won't be asking for a Latte.

Having read your response I can see that you really don’t get it. I’ve had many excellent flat white’s over the years and have pretty much always asked for I tiny bit extra milk…and there has never been any issue, and no one has ever suggested I ‘should actually be ordering a latte’ because all previous experiences were respectful that I simply have my flat white with a tiny bit extra milk. The chap did not need to say anything other than what others always say…’yes, no problem’. He didn’t say it like ‘ have you tried a latte? I wonder if you might prefer that? ‘ he simply said ‘it’s actually a latte that you...

A decent place, slightly expensive, they also ask to leave tips, which is really bad and tourist oriented. It's already expensive (£10 for a sandwich), asking directly for tips is not a great customer experience.

UPD: tipping is ok. What's not okay is to create an awkward situation when a customer is asked for tips. It creates pressure because it's hard to say no. I doubt that this part of the service was never thought about, meaning you might intentionally put pressure on the customers.

UPD2: Sorry, I didn't want to be mean. That's why I said "you might put", instead of "you put". And yes, I was directly asked to leave a tip, I don't remember the phrasing exactly, but the member of your team just asked me something like "Would you like to include a service fee of N%?". The pressure is right there, for many people it would be hard to say no, even if they don't want to leave tips. What really mean is appealing to my origin. I left my family and my friends because I don't want to be a part of this and because I don't want to pay taxes for this war to continue, and you have no right to tell me things you said. I made the sacrifice I could to stop that.

I'll change the rating form 3 starts to 5 stars so you won't bother anymore. Have a great day. Also, I didn't say no and paid for...

4/7/18 PS.....After reading the owners reply I am thinking customer is never correct. I must've imagined that 'he' never heard me say ...Its ta le service as I passed by him 'entertaining' a customer. The customer could have mentioned...yes defo not interested. Only 2 people I could see that were taking orders... one chatting inside and yourself and the only other person was making the coffee. Yes sir, you appear to be perfect...I stand corrected I should have just sat there and waited. So disappointed in your response....

Visited yesterday 24/6 on a beautiful sunny day and took advantage of this cafe due to its sunny spot. However we sat at a table needing cleared rather than take up a table for 4, and waited for someone to serve us. No one came in fact one Barista chose to chat 'at length' with a customer/friend. I rose and ventured inside to check if it was table service. Waited again and still no one came same Barista still chatting and no response. So we voted with our feet and left. Gave our business elsewhere....