The Ugly Mug Coffee House Burbank — Restaurant in Burbank

My mother and I have frequented the Ugly Mug for years but today was our last. When I ordered my Dirty Horchata (includes 2 shots of espresso) I had to ask for only 1 decaf espresso. I love the taste of coffee but am very allergic to caffeinated espresso, to the point of hospitalization; I will get so sick I go into shock.

When I ordered, the cashier was "nice" and understood the issue. Not MANAGER CAT. When the cashier read her my order from the cup she immediately laughed upon hearing 1 decaf shot. I've been made fun of before, regarding this request because so many coffee drinkers think that's not a legitimate form of coffee, a pathetic version. CAT only further proved that narrative. It was rude but I thought, that's her issue not mine. My mom just got out of surgery and I wanted to treat her, I wasn't going to allow this to affect me.

When I came back for my drinks, I was glared at by CAT. I returned the look. I then asked why my $7 blended horchata didn't match the advertisement (no whipped-cream, no chocolate, just a plain blended drink). Photos attached. The cashier stated that was a possibility but it wasn't required unless requested. How would I know to ask for a specific look if that is what is advertised? CAT then asked what my problem was and I repeated. Her response was similar but with snark, "that's for the mocha horchata," and then walked away. I showed them that in advertisements for a particular menu (as every restaurant and cafe does) if what is shown doesn't apply to all the items in that menu listed then it has to say the name next to the drink, otherwise it's false advertising. I was ignored. I stood there until the cashier said they could remake it. I told her no, because then they'd have to start all over (and potentially taint it). I told her if she could just add the whipped-cream that'd be great. CAT then asked the cashier what I was requesting and when the cashier told her she scoffed. You scoff at ME accommodating YOU? So I asked the cashier for her name and she told me it was CAT. I told CAT I'd be writing a review about this encounter since she mocked me 2x. She chuckled and loudly said "That's fine!" as if she didn't care and was untouchable. So, I walked away and called her the B word, which she was.

I told my mom about the incident who wobbled in to see who was making fun of me, but to also make sure I wasn't overreacting. She verified her name and CAT looked at her with a smirk and said, "Yeah that's me". My mom didn't appreciate the response so she concurred "Wow, you are a b." CAT then decided to accuse my mother of threatening her. What my mother and I were expressing is an opinion based on behavior exhibited that provided evidence of such a word. My mother wobbled back out of the cafe.

As we were preparing to leave the owner came out, as if to kick us out, and asked what our problem was. I made him aware of the situation and instead of being unbiased and wanting to deal with the situation he immediately condemned me by stating I was in the wrong for using such a word. I reiterated the situation; I was made fun of on 2 occasions, bullied to a degree, for having special needs, mocked and because I called her a B word, as a defense, I am the one in the wrong? He stated yes. So bullying is okay? No, but that word is inappropriate. Steve then went on to gush about her being the "best manager." I told him his standards were low since she lacked people skills, unlike the cashier. But based on CAT's behavior vs her APPEARANCE, I can see why STEVE chose her as the manager and is THE BEST in his mind. He said he'd talk to her but I told him there was no point since he admitted his bias and nothing would actually be done. My mom asked why he was quick to defend his employees and he stated I will always defend them. Another bias. Ie. They can do no wrong, hence the entitlement CAT displayed. I asked if he was the UGLY MUG and he responded... NO THAT'S YOU. Touché.

*No hair nets, food is stored in the temperature danger zone in an open fridge, and the employees...

I write for a music and coffee blog called Crooners In Coffeeshops, in which I interview local musicians at local coffeeshops. My writeup reflects the positive experience that I encountered at The Ugly Mug on our interview date.

We have a special place in our hearts for Burbank and we are happy to finally list The Ugly Mug as one of our long list of reasons why we will come back to the city again and again. This family-owned shop takes you to the past once you step inside with its adorably vintage décor (comprised of old-time-y artwork, clocks, cameras, and coffee pots) and traditional fifties interior layout and design, complete with rustic hardwood accents and a warm and inviting color palette. Apart from its physical appearance, the shop’s menu is absolutely something to praise as they’ve found a harmonious balance between classic recipes and potential new favorites. On the food side, you’ve got a variety of fresh-baked pastries of the croissant, muffin or bagel form with options ranging from sweet to savory to fruity. On the beverage side, lattes, iced coffees and espressos are the scene stealers with plenty of flavor options to choose from, in which I gluttonously opted for a Blueberry Lavender Iced Coffee for our visit. Don’t drink coffee? No problem! There are plenty of equally delicious tea and non-caffeinated beverages to choose from, including fruit-infused smoothies and hot chocolate.

For the past two decades, the Ugly Mug owners have strived to create a welcoming community for coffee (or tea, smoothie, or non-caffeinated beverage) lovers from all walks of life, and it’s always impressive and exciting to hear about a local mom and pop shop staying alive in an era of instant gratification in shop form (think Starbucks or Coffee Bean) or delivery form (i.e. subscriptions, pickup services, etc.). In a way, it shows that there are still many of us who crave a homecooked (or in this case, homebrewed) experience when it comes to the types of businesses we step foot in, which is something that has slowly been returning as a trend in the modern age. Hats off to The Ugly Mug and cheers to many more years of caffeine...

When theres wi-fi everything here makes sense. Without Wi-Fi the vibe changes completely and you get a really unfriendly, unwelcoming, in a rush get out of here vibe from the place. The smiles and chatter went from friendly and inviting to giving you the we don't want you here fake-nice vibe. Let you use the restroom but you have to ask for the key in front of everybody with a ridiculous bucket attached like you're some kind of fool, insulting. It's not a comfortable place anymore, it might be convenient if you're in the area and just passing through but at that point you may as well save a couple dollars and go to a Starbucks. No smokers or vape users allowed. The first couple times I came here I felt like it was artist friendly but now that I've come here a few times I don't really get those vibes anymore. Are there anymore community coffee shops around that know something about Southern...