I go to the gym right next to Ula, so I thought it could become a convenient place to get coffee and food after a workout. Unfortunately, I have been burned almost every time I’ve given it a chance. I’ve ordered in person and waited 20 minutes for a sandwich when I’m the only one in the store. I’ve ordered a drink online and waited 15 minutes past my pickup time.

Most bewildering was when I arrived to pick up a latte I ordered online. I was earlier than my pickup time (I’ll admit it!) and I waited for about 20 minutes, during which no one asked me what I was waiting on. I could see about 4 orders up on the Toast screen at the espresso bar and there was only 1 other person waiting next to me, and the people working the bar were chatting and did not appear busy. So. I asked someone if there was an order under my name coming up soon, and they told me, “Yes we have it. It’ll be ready by your pickup time 15 minutes from now.” If there was a long line in person, I would have understood. If the Toast screen was full of orders, I would have understood. I would have understood in probably any other situation than the one that existed, which was 4 pending orders and 2 customers waiting. A little confused, I politely asked if there was any way it could be started sooner. They agreed to make it for me before my pickup time, but seemed visibly annoyed with me.

I’ve worked in a busy cafe in Boston so I get that things get chaotic and stressful, but every time I have experienced delays of up to 20 minutes I have been one of only a handful of customers waiting and have received not so friendly service. I want to support Ula as a local business and I understand that working in the service industry is hard and taxing, but after the wait times and the general attitude of the staff, I think I’m done.