Joe Van Gogh Woodcroft — Restaurant in Durham

I came into this location around 12:40 Sunday, November 24thand placed an order for a maple cinnamon latte. After about 15 - 20 minutes, I noticed that no one called my name to pick-up my coffee and the staff was working hard to reset the espresso machine or whatever was not working (I'm assuming) - this went on for at least 20 minutes. I noticed orders were still being taken and the line for customers waiting for their orders grew. One customer who ordered after me came and stood next me and I commented, "Do you know what the hold up is?" She replied, "Oh the lady at the register told me that the wait would be 10-15 minutes." And then I said, "Really? Because that was not relayed to me and I have now been here 30 minutes." So, I went to the register and asked about my order and was told it would be 10-15 minutes which would now put my wait at 45 mins. I told her that I didn't want to wait that long and I requested a refund. She relayed this to the assistant manager who threw away my order receipt who just stared at me and was now fulfilling the orders once the machine started to work. This went on for another 5-10 minutes before the assistant manager came around the counter to speak with me. In a very short tone, she offered me to wait for the drink and a refund which would be in my account for 3-5 days (although I paid with cash). I told her again I could not wait for anything, because now I am at a 1 hour wait. She said ok and walked away and went back to working. I left with nothing (not even a refund). As I was walking out just flabbergasted by her callous demeanor, another customer who clearly heard this conversation said I'm sorry for your experience. I chose to come back in for my refund which she reluctantly gave.

Here's the thing that I would like the owners and managers to understand that this situation could have been handled better with simple COMMUNICATION from everyone. While the two members were working to fix the machine, there was still one staff member that could have made an all call to everyone about the status of their order. No, they stared at me while I inquired about the order and stared at the customers in line.

Please know that I contemplated not writing this review but this experience was extremely frustrating and a bit emotional. Its hard to believe that an entire staff in an establishment acted in the same way and not one person communicated or even apologized for the inconvenience. While I will choose not to patronize this business, I hope that whoever reads this email will take serious action to make everyone...

I have been going to this coffee shop for many years, recently have been visiting this location in the past 6 months. The first couple times the service was okay and the coffee was very good, the past few visits I have came in the coffee has been mediocre and the service has been horrible. Today I came by to pick up a mobile order, there's a chance I may have ordered the drink hot rather than cold, I would have taken the hot drink but the service was so horrible I asked for it to be made iced because I wanted something good out of the visit - sadly the coffee wasn't very good either. The gentleman was nice for the first minute of our interaction, but then became cold and rude to me after I asked for my order. I apologize for any confusion, he looked over at me turned his back to me and walked inside saying nothing in return. Too often this is how my service experience is when I come by to pick up my orders, I will not be returning until this situation is fixed. There are too many other coffee shops nearby with good coffee and good customer service that can use my money. I truly hope you guys figure this out soon because clearly through the comments this is a very common problem.

*Wanted to add that it may be due to the staff at a particular time of the day, I usually come by between 11:30 and 12:30 on my lunch break. I understand people have hard days, and not everybody is going to be happy and cheerful all the time - but having the last three to four situations be so similar shouldn't be...

Didn’t appreciate what I experienced between workers and a customer when I was there.

This was disheartening, watching the “manager on duty” and staff laugh at this woman who clearly had not been having a good day to begin with and then upon that, had stopped in somewhere to get a quick coffee. She sits and watches everyone around her get their orders before she does even though they ordered after she did. when she kindly asks when her coffee will be ready, they tell her soon and I watch as more and more people continue to get their orders as they ignore and look over her. This lady was not made a priority in any means. When she told them she was leaving she didn’t even accept a refund at first, she just wanted them to know it isn’t acceptable to treat someone like that. Well once she walked outside I watched as staff behind counter laughed at her and how upset she was because after all it was just coffee. And I also watched as the lady came back in the get the refund , and I’m glad she did. After coming back in and getting a refund they had JUST finished her coffee as she is walking out the door. No one knows what anyone has had happen to them prior in the day, but regardless everyone should be treated with kindness and respect.

There was no empathy or decent customer service shown in this establishment. This was my first time visiting and it also will be my last. I hope everyone finds a coffee shop with more caring staff. Unfortunately...