City Brew Coffee — Restaurant in Bozeman

My wife and I purchased a drink from the 19th street store. The espresso was so bitter that it was undrinkable. We were on our way home and so stopped at this 7th street location to ask them to remake it. When I did, the supervisor (I presume) told me that they could remake it but it would take about 10 min. I agreed and waited 15. At this point I checked on the status of the drink to which supervisor said "I still have 20 drinks in front of it." A different barista offered to make it on the spot. Although the barista was polite, she failed to include espresso in the remade drink. I informed them of this and said I would go elsewhere. The supervisor then said "Well it was free."

We have been long time City Brew customers, and will likely continue to be customers. I know that mistakes happen, but the service from the supervisor was disappointing. That said, there were only 3 people on shift. I know first-hand how tough it is to run a shift on a busy Bozeman Sunday with only 3 employees.

To improve: Please resolve customer complaints before helping customers in line. This is standard industry practice and a good one. Coffee is expensive, and if I have to have things remade multiple times while being sent to the back of the line for each attempt, I will substitute another shop or make coffee at home. Please staff your stores appropriately. If supervisors and baristas are completely overwhelmed with drinks and customers, they're more likely to make mistakes and they'll be less able to deal with issues...

My husband and I went to the City Brew on No 7th street in Bozeman on 8/10 at around 9:30 and had the worst experience ever! We each ordered a pastry and a drink ( a frappe and a smoothie). As we sat and ate our pastries while waiting for our drinks we observed the 5 servers as they filled orders for customers (most of them from the drive through) but it wasn’t that busy. We couldn’t actually see what drinks they were making and they never did call us up to get ours so after 30 minutes I went up and asked how long it would be before ours were made. The girl who took our order went over and asked and someone said “oh, they’re sitting right there” (right by where they had been made). So, she came back and said “they melted so we will make you new ones”. Then the girl who appeared to maybe be the supervisor on shift said “no just give them these” - one of which had whip on it and was asked to be left off! When I pointed it out the one who seemed to be supervising said “just scrape it off with the lid”. So - we took the drinks and left but after the first sip they tasted so bad and yes they were melted - we ended up throwing them away! We are here on vacation and have gone to other city brew locations that are great - I would recommend that this location do something about the acting supervisor (if that’s what she was). I’m sorry we didn’t get her name but she was tall with dark hair and glasses and did a lot of singing what she wanted to say and not...

Was making the decision between using the drive-thru or walking in to this City Brew location. I noted two cars in the drive-thru line, but there didn't seem to be a line inside so I walked in and went straight up to the counter to put in my order.

After putting in my order, I sat and waited for a solid 15 minutes watching at least 3-4 cards run through the drive-thru (possibly more) and one guy inside, who had ordered after me, receive his food and coffee order.

When I asked the baristas if my order was coming out, they tried to blame it on the orders in the drive-thru saying that it all gets made in the order received... even though, I'd watched people who had driven up after I'd placed my order receive their drinks. They finally made my drink and continued to make excuses ("well, some cars order multiple drinks"... even though I sat and watched them hand a single drink to the drivers before they took off).

Long story short... with five friggn' people behind the counter and there being no one in line before me, there's no excuse for them taking 15-20 minutes to get my drink out to me. And, it's absolutely not acceptable to invent a bunch of excuses in order to cover for poor customer service.

I'd rather go pick up my coffee from a decent shop on...