Pura Vida Miami — Restaurant in Bay Harbor Islands

I have been going to pura vida for awhile now. To this specific location for about a year, employees know me there. I was very unpleasant surprised about how rude two of employees were the last time I went there. I usually sit at the cafe, order my food at the counter and enjoy the food and beautiful day. However, the last time I made an order through the app because I had earned some points and had a good amount to redeem. As soon as I ordered I came to the counter with my order number and asked one of the employees if she could put my coffee in the ceramic cup and food on the plate because I'm actually here and would like to drink and eat at the cafe. The following answer was - "no, I can not, you will get your order at the pick up location (which is shelf) and feel free to sit in the cafe after", on which I say: but I'm here, just ordered, like 10 sec ago, can you please serve in the ceramic cup for me", the answer was the same with the attitude like I owe her something. I asked to talk to the manager. Manager was rude and keep telling me about pura vida policies and that he can not do it. Honestly, I couldn't believe, that something like that happened to me. I couldn't believe how rude and unprofessional the manager and employee were (I'm not saying their names here, because I do not want them to get in trouble). I couldn't believe that pura vida taking service charge on !take outs! (which I didn't mind until this day) and couldn't serve me a cup of coffee in ceramic cup, plus being rude on top of it. LIKE WHAT? What just happened? It is such a nonsense, that I feel embarrassed for those employees. I really do. I didn't go back to this location since then. I have been a loyal customer for a long long time since their first location on south beach opened. But this feel like a bad joke.

UPDATED REVIEW

Nice person from pura vida customer service contacted me and explained everything in very polite and professional way.

I HAD to UPDATE my review because I was treated with much respect and care, and the customer service team truly showed me that they care about their customers.

Thank you guys! And...

I had an extremely overpriced and frustrating experience at Pura Vida on Cane Concourse. I paid $50 for a small tuna tartare and a chicken sandwich—absolutely ludicrous for the portion sizes and quality. To make matters worse, the manager, ‘Steph’ was shockingly rude and condescending.

After my meal, I ordered a cup of tea. My back was turned when the tea was placed on my table, so I didn’t see it until it had already over-brewed and turned black as coffee. As any tea drinker knows, making tea to your preference is key, and this was undrinkable.

I politely asked for the tea to be remade, only to be left standing for five minutes while the waitress went to consult with ‘Steph’, the manager—a very masculine woman with an arrogant and dismissive attitude.

When Steph finally got involved, her/his response was outright rude. She refused to remake the tea because it had been brought to the table, completely ignoring the fact that I wasn’t even aware it had arrived. Instead of addressing my concern, she condescended and lectured me about their “policy.” After a frustrating back-and-forth, she begrudgingly remade the tea but only after rolling her eyes and taking the opportunity to lecture me again about “how to order tea next time.”

Let me be clear: there won’t be a next time. This place is a joke. Overpriced, inhospitable and managed by rude ‘Steph’, who prioritizes arbitrary policies over basic customer service. If you’re looking for hospitality, look elsewhere—this establishment has no idea how to treat...

I have been coming here for a while but I was honestly so disappointed, dissatisfied, & humiliated today early in the morning. Stephanie which is the name of the person who is the supervisor at this pura vida asked me today around 9 am if I was waiting for something as I told her yes she told me it’s best for me to step outside like I’m a dog or something and they’ll call me when my smoothie was ready, however all the other guests were standing around and no one was told to go outside but for certain for obvious reasons that I don’t know 🤷🏽‍♂️ she singled me out as I was the only brown. Puertorican person in the establishment, all the other folks were not ridiculed or scolded at the way it was directed for me. Extremely unprofessional, rude, & unethical behavior for someone who I thought would’ve handled business there a little better. She is not someone I would consider to be a leader there, I wouldn’t leave her as a supervisor she was extremely rude bossing me around today and I will never come back to this pura vida because of how disgusting, disrespectful, & uncomfortable I felt there. I hope this review comes back around so she sees she needs to work on her customer service skills & hopefully never does this again to another customer. I will never buy anything from this establishment as clearly it’s not a welcoming safe space, everyone minus her ! was extremely kind she needs to fix her attitude as soon...