Shelburne Falls Coffee Roasters — Restaurant in East Longmeadow

I’ve been going to Shelburne Falls recently and have really been enjoying their breakfast sandwiches.

That said, there’s been one recurring issue that’s left me disappointed: the customer service. Every time I go in, the cashier barely acknowledges me. Instead of being greeted with a simple “hello” or “how are you,” I’m usually the one initiating the conversation and I am met with a straight face and silence. And today was no different — I came in to pick up my order and was met with silence and a look that made me feel more like a bother than a customer. The woman at the counter just handed me the bag without saying a word and looked irritated to even get my order.

Not sure if others are experiencing the same, but this has been a consistent pattern in my visits. While I really enjoy the food, the lack of warmth and basic courtesy from the staff creates an unwelcoming atmosphere. I work in customer service myself, and I know it’s not that hard to treat people with a little kindness and respect.

Great sandwiches — no doubt. But if the customer service doesn’t improve, it makes the overall experience...

I used to love going here but lately service has been horrible. I went to get the peach iced latte, asked the person at the front desk who confirmed with the packaging that the topping was gluten free, just for it to be made with wheat. I would’ve taken it back but I was already late for work and it also tasted horrible (took a sip before realizing there was graham crackers on it. Is as told it was pecans and sugar, so not sure where the graham crackers came from.) very disappointed. Will not be returning. This is not the first time I’ve had an issue here.

Edit: 12/23/24: why did I think anything would change? Yesterday I ordered and got the wrong sandwich and incorrectly made drink, which wasn’t discovered til a few hours later, as it was my lunch for work. Today I ordered a decaf Christmas cold brew specialty drink and got the wrong drink completely AND had an allergic reaction due to the barista def not using decaf coffee. This place is ridiculous and needs to close. Love supporting local, but I’m all set with your company. You guys are the worst!!...

I stopped going to Shelburne a few years ago because I just didn’t have the time to wait 30+ minutes for a coffee before work. I went back recently figured I would see if it changed and I was happy to learn they had mobile ordering. I was so excited to go there again because their food/drinks are great. Well. That was short lived, too. The app says they will text you when your order is ready but they absolutely do not utilize that feature at all. So you wait 20 minutes before heading out thinking by the time you get there, it will be ready. Then you show up and wait another 20 minutes which you ordered ahead to try to avoid. I don’t mind waiting - but utilize the app feature so people don’t have to wait so long. Ordered food and drinks. The food was cold because I had to wait an additional 20 minutes for the drinks. The baristas operate with literally zero sense of urgency and they all seem miserable 24/7 no matter what day or time you go in. So unfriendly, unwelcoming. Needless to say- I will not go back for a few more years! 🤣lost...