Coffee Culture/Cookie Hustle — Restaurant in Concord

I had a great experience the first time I visited Coffee Culture’s store, which is why I decided to hire their mobile coffee truck for a Valentine’s Day event in my neighborhood. Unfortunately, my experience with the mobile service was extremely disappointing.

The evening before my event—scheduled for Thursday, February 13th from 7-9 AM—I received an email at 5:26 PM informing me that they had to cancel due to frozen pipes. This was less than 13 hours’ notice and after business hours, making it impossible to find a replacement. I immediately replied and asked them to call me, but I received no response. The next morning—just four minutes before my event was originally supposed to start—they sent a text confirming the issue.

My biggest frustration is that if their pipes were frozen at 5:26 PM, they were likely frozen earlier in the day, and I should have been notified much sooner via a phone call rather than a last-minute email. I had spent the morning making 50 calls to invite neighbors, only to have to turn around and call them all again to cancel. It was a waste of time, and I was left scrambling with no alternatives.

When I finally spoke with someone, they apologized but offered no solutions. I asked about receiving a credit, considering my positive experience in the shop but terrible experience with the truck. Despite reaching out multiple times, I have yet to hear from a manager or the owner.

The coffee in-store was good, but the customer service and communication from the mobile team were UNACCEPTABLE. As a business owner, I expect professionalism, and unfortunately, they did not deliver.

Please see my response to your response:

Thank you for your response. I want to make it very clear that my intention was never to damage your business or be unfair in any way. I know firsthand the challenges of running a small business, and I truly appreciate the hard work you and your team put in.

My concern was never about getting anything for free—I thoroughly enjoyed my experience inside your shop, and my issue was solely with the handling of the mobile truck cancellation. I was never informed that freezing temperatures could impact the espresso machine, only that cancellations would happen due to snow or icy road conditions. The lack of timely communication made it incredibly difficult for me to notify the 60+ people I had invited, which put me in a stressful position. I reached out immediately after receiving the cancellation notice, requested a phone call, and did not receive one. The morning of the event I received a text message—after I had to follow up multiple times.

I understand that weather-related issues are unpredictable, but I believe proactive and clear communication is key in any customer service industry. My reason for wanting to speak with you directly was not all about getting a discount, but rather to provide feedback on how the situation was handled. I had hoped for an open conversation about improving communication in the future.

I truly respect small businesses and the effort it takes to run one successfully. I hope you can understand that my frustration stemmed from the process, not from a desire to be unreasonable or harm your business. I wish you all the best...

I’ve booked this coffee/cookie truck for staff appreciation events a couple of times in the past. Those experiences went smoothly and the employees enjoyed it so I felt confident booking them again for an event at our office building.

Unfortunately, the truck did not show up at the scheduled time. After giving them a little time, I called and spoke with an employee who was unaware of the event. I was told they would contact the owner and someone would get back to me ASAP. 45 minutes later (during which I assumed they were scrambling to get on-site), I received a call from the owner explaining there had been a “system update” and our event hadn’t made it onto their calendar. She asked if there was anything she could do to fix the situation. I asked if they could still show up and she said they could be there in an hour. After notifying the entire building of the delay, I then received a text from the owner saying they actually would not be able to come after all. I understood and said we could reschedule then quickly pivoted to find an alternative for all the employees who had come in for the event.

For the rescheduled date, I confirmed everything the day before via phone and text with the owner. An hour before they were supposed to arrive, I got a text that the driver had called out and no other insured drivers were available. It happened to be April 1st, so I half-jokingly asked if this was an April Fools’ joke. I was told it was not. I asked if we could make any sort of backup plan, even suggesting that I pick up coffee from their storefront. 30 minutes later, she said she would ask. After waiting another 30 minutes with no definitive solution, I told them just to skip it.

What’s most disappointing is that she never followed up, apologized, or offered anything specific to make things right. I was the one suggesting alternatives trying to salvage the event, not the owner. Both times, I had to come up with other solutions that made the day special for our employees which they appreciated but I was incredibly embarrassed that this happened TWICE. I understand that things happen but when given a second chance, canceling never should have been an option, that's when you really step it up and deliver excellence.

So, we will not be booking with them again. It’s a shame but they have proven to be unreliable, unprofessional, and unwilling to take the steps necessary to fulfill their...

Coffee Culture isn’t just a café — it’s a feeling, a community, a warm refuge from the world. From the moment you walk in, you’re greeted by the rich, comforting smell of freshly brewed coffee and the kind smiles of Robert and his team of superstar baristas and baristos.

The drinks here are truly phenomenal — rich, perfectly balanced, and made with pure love. I’m always excited to see the colorful blackboard featuring their creative remixed drinks — there’s something new every visit, alongside their energy drink setup for those days you need a big boost. And let’s talk about their cookie wall! 🍪 It’s filled with a dazzling array of cookies in all sorts of flavors, plus their muffins, which are honestly the most delicious I’ve ever tasted.

What really sets Coffee Culture apart is its people. Robert and his team make you feel valued, cared for, and at home, turning every cup into something much more than just a caffeine fix. This is a place where you’re not a customer — you’re a friend. ❤️

Thank you, Coffee Culture, for adding that bit of happiness and warmth to my cold days and a chilled vibes on the hot days. I truly appreciate you all! 🌟

I’ll post photos to my trip today but it doesn’t even showcase a dent to all the creative drinks (the matcha is bomb💚)...