Merit Coffee Co. — Restaurant in Dallas

I am very disappointed with the customer service. I would not recommend this location. Have given this location multiple opportunities, yet they continue to descend into failure. First trip was fine, had solid service and good pastries. However, the second trip was poor; we tried placing an order online, but they were sold out of everything the website state, so we called to double-check as it was minutes after they opened. We received a large sigh and sass, but they took our order over phone – person begrudgingly took our order. This past trip (today) was the worst; we placed our order online (as told to in our past 2 trips into the location) and not only did we have to wait an additionally 20-minutes past the pick-up time, but they had given away pastries that we purchased online to people coming into the store well after they received our online order (I’m talking about when we arrived at 8:30am they were handing out pastries, yet waited until they handed us our coffee at 8:50am that there was no more pastries – even though we purchased them). So, the staff in unable to keep track of their online orders - they fail to provide their customers with items they purchased and were rude about the whole situation.

I would understand if it was busy, but it was steady. They had a few customers inside and I only imagine orders online, but your foot traffic has decreased dramatically. Yes, I know you are new to online ordering; however, thousands of others have figured that system out. The management did not care what we had to say and rushed to get us off the phone. If your online order system does not work properly, please let your guest know when they arrive OR remove the feature entirely. Additionally, I believe the “pick-up time” should be removed, because our coffees weren’t started until after we arrived. Folks who walked in after us, received their coffee and pastries. I can work with online order not working and me being forced to come into the store; however, I am disappointed because the customer service failed to do their job (keep track of pastries and failed to provide timely support) and staff/management...

I never post reviews, but after witnessing the most insane customer a few days ago, I feel like I should point out that often reviews are made by someone who has no business complaining about service, when they let their kid squat over a child potty and take a dump IN A CAFE and then get mad when the manager has to ask them to take that to the bathroom or outside. The audacity of that woman was just next level! Who does that? Like, a 5 year old kid pooping inside an open floor food place is outrageous. The family was foreign, (French I believe) but to tell the manager, “where am I supposed to go?” And then tell her she’s not kid friendly, was just unbelievable. I’ve been thinking about that for days, still shocked that she thought that was appropriate, but idk, perhaps the French don’t have departments for food safety. I see what the deep Ellum store has to deal With, and honestly, the manager had the patience of Job and handled it very well, but I have no doubt that woman will complain about her. But if her complaint is “I can’t believe they didn’t let my kid crap in the cafe”, then that’s a bad review I would appreciate as the owner of...

I asked for an iced oat milk vanilla latte, an iced breve vanilla latte, and a hot chai earlier today and instead, I was given iced coffees with milk and an iced chai tea latte (no big deal there for iced chai instead of hot, easily fixable).

With that being said, it was $17.58 and I am no coffee connoisseur, but iced coffee with milk is different from an iced flavored latte. I did not realize this till after I had made it back to my work and had given my coworkers their drink orders. Their iced lattes, when made right, are really great and the service is always friendly, but after having hyped up the place to my coworkers and being given the wrong order, I cannot go back for some time. I am really disappointed in myself for not speaking up. I should have tried the ‘latte’ beforehand just to make sure and I agree, that was my mistake; however, I just assumed the order would be made correctly. Sadly,...