T.H.I.N.K. Coffee - Harkrider — Restaurant in Conway

don’t drive away if they got your order wrong :(

ok so let me preface this by saying i really love think! ♡

i’m giving the 1 star because the customer service surrounding the whole situation was so bad.

i went to the think on dave ward; i ordered a small latte, almond milk, with an extra shot. when i get my drink it’s a medium, and she’s asking if that’s ok because she accidentally made a medium… i said no, i don’t like having so much milk which is why i order a small.

she tells me it’s the same amount just in a medium cup? (it’s one of those situations where i’m like… ok i don’t really understand but i’ll take her word for it?) she was very sweet btw … but i drive away and when i take a drink it just tastes really milky….

i decide to go to the think on harkrider because it’s closer to where i work (i’m on my way to work), i drive through, tell them my woes, and show them my full latte cup, happy to hand it over.

she says they have a new policy where they can’t do free remakes…? saying i’ll have to pay for another latte with a markdown price.

she wasn’t rude, but the way she handled the situation wasn’t very delicate; i almost felt like i was being treated like a criminal instead of a customer… it was just a really awkward situation and she wasn’t friendly towards me. i got the impression she was just really nervous and panicked or something? i asked for more information because i’ve never had a situation like that happen.

i understand that it costs to make the drinks, but it felt really strange to have my drink made wrong, tried to trade the (full) wrong drink for what i actually ordered, only to be told that i’d have to pay again to have it made the way i paid the first time to have it made?¿?

the final straw was that i tried calling the dave ward store so i could talk to the original girl who made it, only to have the phone answer by an AI robot, with no option to talk to a real person. i ended up leaving a weird rambling message trying to explain the situation hahahah but in the end i just didn’t feel heard. i was headed to work so i couldn’t drive back to try for a remake in person.

i am a frequent think customer but experiencing this made me want to go to other coffee shops…(especially the not being met with a human being on the phone part) !

✧･ﾟ: ✧･ﾟ:

✧･ﾟ: ✧･ﾟ:

edit:

updating from 1 star to 5 star— i emailed the provided email and continued to explain my situation;; rose responded swiftly and with kindness.

i appreciate feeling seen as a customer !

i feel like writing reviews is sometimes the only way we’re able to be witnessed, which is really the core of...

These good folks go above and beyond. I contacted them Friday inquiring if they had Keto friendly options. At that time, they did not but they offered to pick up some heavy cream to go with their sugar free syrup options to make a keto approved coffee for me. I stopped by there today, Monday, and they had done exactly what they said they would. I don't know of another single place that would go out of their way to purchase and stock something they normally don't carry just so someone they don't know can try their delicious coffee. Today I got a sugar free salted caramel latte made with heavy cream and it is hands down the BEST coffee I have ever had. I will be a regular going forward. Oh, and you haven't seen great customer service until you have stopped here. Nobody likes a Monday, but the kindness of these folks (and the awesome coffee) made my day.

Update: Today I had an Americano. Ohhhh Emmm Geee!! So smooth and rich. These folks...

i really only support local coffee in conway since moving here. i love coming to think because of the convenience, but the quality overall is less than great. i know the baristas are under paid, so i don’t expect the coffee to be perfect by any means. i expect it to just be coffee. i always get an espresso drink, red eyes, cappuccinos, americanos, and doppios. you can taste the lack of dialing in. most of the time when i get espresso, it tastes salty and sour. i’ve slowed down coming here since i’ve noticed a consistent difference in quality. i will still continue to support this locations and it’s others, but i do wish the baristas were financially taken care of by management to care about the quality of the cup. and i still recommend supporting think as a local conway business. it’s...