Black Rock Coffee Bar — Restaurant in Arizona

Came in with my family excited to try a new coffee place that we don't have back home. The girl who took our order was very sweet and patient. Unfortunately, it all went downhill after that. We sat and chatted as families do as we waited and next thing you know 25-30 minutes had passed. One of the baristas then called to us to let us know that they were out of green tea for those of us who ordered drinks with it and that it would be a while to brew a new batch. I'm sorry, but why weren't we informed earlier? Especially since she said it would be another 30 minutes to brew the tea. Mind you, when we ordered initially we were the only ones who placed a cafe order in this time. There were a few people in there chilling and only one of those people was waiting for drinks which they got while we were ordering. And only about 5-6 cars had gone through the drive thru during all of this. Then we passed the 40 minute mark when this was supposed to be like about a 15 minute trip. We did have a large order of 8 drinks and completely understand that takes time, but this was excessive. Two of us have been baristas as well and will always give the benefit of the doubt first, but these girls were rude. We tried to ask politely if we could cancel the order if our drinks weren't made since they seemed so stressed and we are only here for a limited time for family and spent way too much time here. For some reason the drive thru girl turned around and very rudely and condescendingly said "we have a full drive thru"... There were 2 cars. They were really catching an attitude. The girl making our drinks said she was almost done though so we said alright then and ended up taking another 10 minutes to get all the drinks. Only one of the drinks was hot and it wasn't even hot. Most weren't made very well either very water down flavor and inconsistent. This establishment is very disorganized. The workers seem to not have a system between their cafe and drive thru and no good communication between the team members. Saw other similar reviews after our experience and see the owner responding but they've clearly done nothing genuine to improve. I'm also the type to never leave negative reviews but this was one of the worst customer service...

I frequently visit this franchise across the valley, but this particular location has consistently provided the worst customer service. Some of the employees here are incredibly rude, unprofessional, and seem to lack a strong work ethic. I’ve had multiple issues at this location in the past, but I’ve let them go, understanding that everyone has bad days.

Today, I ordered an orange dream fuel, and it was made incorrectly, they forgot the cold foam. I waited patiently, even though the store wasn’t busy (only one other family was in line). I didn’t mind the wait, but what was frustrating was having FOUR employees glance at me while doing nothing, clearly aware that I was about to point out the mistake but choosing to ignore me. If you work in customer service, avoiding customers instead of helping them is unacceptable.

Eventually, one employee in an orange sweater acknowledged me and asked what I needed. I explained that my drink was missing the cold foam and asked if she could add it. She said yes but then proceeded to pour half and half into my drink instead, as if I wouldn’t notice. She then handed it back to me with a casual “there you go?” and quickly walked away before I could say anything.

I was completely shocked. A barista deliberately trying to pass off half and half as cold foam? She then busied herself in the back, pretending to work, while I waited for someone else to assist me.

Thankfully, another employee finally helped. When I explained the issue, she confirmed with her colleague that my drink was indeed supposed to have cold foam. She was kind, professional, and took the time to fix it properly, I appreciate her effort. I wish I had caught her name because she was the only bright spot in this experience.

Unfortunately, the rest of the team, especially the employee who tried to deceive me and another with long black hair, were rude, dismissive, and completely unprofessional. If you don’t want to provide good customer service, why work in a...

Thursday July 24th order was taken exactly at 3:55 pm.

I visited at 3:55 at this location and ordered a decaf latte with oat milk she then repeated my order and said “do you want an extra shot” and I said “no just decaf” unaware that they do extra shots because I come here every day any no one has ever ask asked that. She replied very cocky and said YA, do you want the extra shot of decaf” and I just replied “no that’s ok” She then said do you want anything else in a very unprofessional toned voice and then I said can you add mocha and she said “ya we heard that already” and I said “oh ok” and with which then she said “anything else” again in a very attitude unprofessional voice, then I replied “yeah you can drop the attitude.” And I asked to speak to speak to a manager, I pulled up and it was the Same girl who took my order calling herself the manager on duty. And I simply do not believe that. No manager would act that way. I then asked for her name and she replied with “I don’t need to give this information to you” and I said you actually do so I can communicate with your boss about your unprofessional customer service. This is unacceptable. I work customer service and I have never spoken to someone like that no matter a good or bad day. I am HIGHLY highly offended by her attitude, her unprofessional behavior towards a customer. Also her unwillingness to resolve any issue and her refusal to give me her name.

I would like to speak with a manager immediately about this experience and know she will be talked to if not even fired for such an unprofessional encounter.

The fact that she called herself a manager to this location would truly be a disservice to your store and location and whoever hired her because black rock is a great coffee shop.

DESCRIPTION OF FEMALE: white. early 20s, slim/thin build, blonde long hair with some lowlights , maybe had a small tattoo I could see on her arm.

Again this is Thursday July 24th order was taken...