Capital One Café — Restaurant in Atlanta

Beware and Avoid depositing substantial amounts of money. Pinkerton Security Guard a Liability.

Attention Shantai Branch Manager.

As a Capital One Customer, I entered your BANK approximately 6:30 PM on Monday. It was my first time at this location in an attempt to withdraw my money which I am entitled to. I was advised that I had to get approval to withdraw my own money.

I was escorted to a private room with one of your employees to contact the corporate headquarters to get approval whenever you’re withdrawing a certain amount of cash. Your employee was placed on hold for nearly 45 minutes. Any Customer who has a right to their money would be upset. I became very upset because this absolutely made no sense that I had to wait this long to get approval to my own cash. That being said the amount that I wanted to take out was denied. Yes I said denied, although I had cash in there. I was denied access to my own cash in an emergency that I needed. I requested to speak with a supervisor. Your employee got upset at me because I requested to speak with a supervisor in customer service. She actually told me to calm down when I didn’t need to calm down. She was very rude and disingenuous. I noticed right away a security officer who worked for Pinkerton SECURITY was constantly walking back-and-forth, watching us sitting in the room. He was giving me a very nasty and dirty look.

This officer a Pinkerton officer was staring at me as if I had no right to complain to Capital One about the unnecessary delay in accessing my own money.

Finally, a SUPERVISOR came to the Phone and she approved my withdrawal. Your employee simply walked away did not tell me how to access the money out of the ATM machine and she was very rude. She didn’t tell me anything on how to do anything as far as withdrawing the money out of the ATM machine.

I noticed another employee who was a male employee. I discovered it was him who told the security guard to watch me as I was complaining inside the private room where my private information under federal law cannot be disclosed or discussed. When I left the room, the security officer walked up to me and told me, yeah I was about to walk in there on you. This is exactly what he said to me. This arrogant dangerous individual who believes that he may violate the civil rights of a Customer made this statement to me.

This Pinkerton security guard has set a very dangerous precedent regarding the rights and the liabilities of a customer. I would advise no one to deposit a substantial amount of money into an account with Capital One especially when you have a system that takes 45 minutes to get an approval for emergency funds which is your money and then when you question the integrity of that Process, you have a security guard who believes that he may violate your civil rights by imposing in your private affairs involving Capital One. I would further advise not to deposit large amounts of money into Capital One, Bank, because employees like the employee I was dealing with rather than understanding my frustration she got an attitude about the entire process when it wasn’t even my fault that it took 45 minutes to resolve this matter.

And what makes the entire situation even worse is another employee told the security guard to walk back-and-forth while I was having a private conversation inside of a closed room to Infringe on my fundamental civil and constitutional rights and to invade upon my privacy rights.

I would advise anyone if you are considering open an account at this bank deposit no...

I had a horrible experience today. However, before I get started, I do want to clarify that the website does specify that this location does not have full banking services, just ATMs. I wish I had realized that before I opened that account and it appears that I should have done more research. That being said, physical locations should be able to process all basic banking needs. That is a bare minimum expectation that consumers should be able to have. Otherwise, it's like a lemonade stand that doesn't sell lemonade!! My checking account is brand new. I have only had it for a few weeks. My debit card was lost in the mail and I had to request a new one. I really needed to access the money I had transferred into the account. I was aware that Lenox was the only location when I opened the checking account. I did not consider it a major inconvenience since I would only need to be in a physical location occasionally. In hindsight, maybe that should have been a clue that it was a bad idea to open a checking account with them! Anyway, I figured I would just go make a withdrawal from my checking account since using an ATM was not an option without the card. Upon arriving, I was informed that I was my own teller and was directed to an ATM. I definitely would not have gone 40 minutes out of my way if I just needed an ATM. I was under the impression that you could do actual banking at a Capital One Cafe. I thought that was the whole concept with the cafe aspect being the part that's different. I didn't realize banking options being unavailable was the whole concept. Apparently, "banking reimagined" just means folks who don't know what a customer wanting to make a withdrawal from a checking account means because coffee and ATMs are all they offer. Why advertise a checking account to people if it can't be treated like a checking account? I explained my situation and was informed there was a "get cash without a debit card" feature available on the app. My account did not qualify since it was new. I even tried calling Capital One customer service to see if there was something we could do. They graciously took my feedback and I appreciate that, but don't advertise your company as being in the business of banking if you're not! At a BANK where I have a CHECKING ACCOUNT I cannot go to make a WITHDRAWAL. I sure as hell don't want my money with Bank of America or Wells Fargo, but at least they would be able to handle a withdrawal! I am an adult with a full time job and I had to ask family to borrow gas money. How humiliating! If you want mobile banking, this is fine. I just wish that was the impression their ads gave. If banking reimagined means you can't do banking at the bank, then it was pretty poorly reimagined! If I'm unable to access my own funds because of dumb policies, then it's no better than a...

The Capital One Cafe in Lenox is largely impressive. I regularly visit a number of independent cafes in the Atlanta metropolitan area and in terms of taste profile it beats over half of them.

The service end has been largely excellent, minus one employee who has been curt and quiet in the past—that’s fine, I worked in coffee for years, and I know it can be draining. However, my experience with her today escalated from curt and quiet to condescending and dismissive, and that is not acceptable.

I was in a rush, ordered a drip coffee and an iced americano. After paying, I was told politely that the batch brew had run out, and they needed to prepare more by another worker. Again, that’s fine, at high volume on a weekend running out from time to time is inevitable. A bit after that, realizing my time crunch, I asked the orange haired women working bar if it was possible to sub the drip coffee for a hot americano. She promptly responded in a demeaning tone: “Sir, that drink is a different price”. I know at every cafe I’ve worked at, when we inconvenienced a customer with a delay we did not inform them of prior to their ordering, we were happy to make reasonable substitutes as an apology. Perhaps she was not authorized to make such substitutes, if so then she could have simply replied: “I’m sorry, I’m not allowed to substitute drinks”.

A few moments later, I went up to her and stated the following, thinking perhaps she did not mean for it to come off rudely: “I apologize for bringing this up, but I’ve worked in coffee before, you could simply have to said you weren’t allowed to substitute, what you said came off as condescending.” I was met with curt dismissal, avoidance, and a tone that can only be described as scornful.

I have had a great experience with the rest of the staff any time I have visited, and do not believe this one employee reflects on the business as a whole.

The coffee is great, most of the staff is great, but your...