DOS Coffee & Wine — Restaurant in Florida

I found out about this shop during my search for my first burr grinder. I saw this shop was an authorized seller for the Barataza Encore grinder that I wanted, and I immediately placed an order through their site. I asked for some advice in the "note to seller" box and was so surprised at how helpful the response was. John, who I believe is one of the owners, took the time to write out an in-depth email with suggestions on settings for my new grinder. He also provided me with samples as to what my grind should look like and even provided me with some beans to practice with so that I didn't waste the coffee that he freshly roasted for me.

I was originally going to have the grinder and coffee shipped to me, but I was so impressed with John's response that I drove two hours each way to pick the order up the next day. John not only agreed to meet me at the shop on a Saturday, but he spent 10 minutes teaching me how to get the most out of the grinder and coffee -- he even gave me a free batch of a different roast to try! I couldn't believe how he took the time to teach me a little bit about the coffee that he roasts. While at the shop I tried a cold brew and a pour over, both of which were some of the best coffee that I have ever had. John texted me later on in the day to wish me luck with the new grinder. Overall, my experience with John and the shop was amazing. I can't wait to experiment with their coffee and will certainly be ordering from DOS in the future. I'll also certainly be making the trip back to the shop -- more than worth the four hour drive. If I lived in the St. Augustine area I would be frequenting this shop multiple times a week. Great coffee and friendly staff; you can't...

Coffee ✅ Customer Service ❌ Why?

This was my second visit to your establishment. I ordered two different coffees and a muffin. After tasting my coffee, I decided to add an extra shot and offered to pay for it. When I approached the counter, the young woman who initially helped me loudly reminded me of the price. I cautiously went to the cashier, assuming I wouldn’t need to line up again, but the same woman loudly told me, “Sir, you have to make the line again.”

I waited for about 5+ minutes to reach the cashier. Once there, the cashier was occupied with other tasks, which I understand might be necessary. However, while waiting, I politely asked the barista if my shot had been prepared. Her response was abrupt: “Sir, there are others before you; you have to wait.” Her tone came across as very rude.

At that point, I felt upset and tried to explain why I thought their handling of the situation was inappropriate. A young man then approached and told me to “lower my tension” or something similar. I had to explain the entire situation again. Meanwhile, the cashier loudly told me I needed to pay. When I asked if my shot was ready, she said it hadn’t been prepared yet. Frustrated, I asked for my coffee back and told them not to bother with the extra shot.

I’ve already left town, and I’m not writing this to ask for compensation. I just wanted to share my experience in hopes that it helps improve your service. Customers come to you not just for coffee but for a positive experience. Exceptions can and should be made in certain situations, and no customer should ever leave feeling the way I did.

This version is concise, professional, and conveys your feedback...

Went for coffee, and the barista was so rude to everyone I was with. My sister ordered first, and she ordered a macchiato, and the barista told her she actually wanted a latte. He didn’t explain he just said, “you want a latte. Starbucks takes Italian words and they throw a dart at a board and pretend they know what it is.” Which wasn’t informative, just snarky. I was next in line and I planned to order a cold brew. I asked if they had any heavy cream, and he said no. I said, “ok I’ll just take cold brew.” And he said, “Don’t take this personally, but I want to tell you something.” He holds up a 12oz cup and says, “If I filled this up with heavy cream it would be 1400 calories and no one needs that, and I don’t want you to feel bad, but that’s why we don’t carry it.” I told him I didn’t care about his opinion, but I didn’t plan to drink 12 oz, I just wanted a splash in my cold brew, and it’s the only milk product with no carbs. He then said, “Well ok that’s fine. That’s why I told you not to take it personally.” So I declined to order anything at this point. My other sister was behind me, and she walked up and he said, “Hello sir” and she just stared, and then he said, “oh sorry ma’am...I’m really tired.” She told him she wanted a hot latte. And he typed in iced and he mumbled her order to himself. And she had to correct him that she wanted it hot. He said, “you know it’s hot outside. Why would you drink that hot?!” She had specified that she only wanted a half a pump of sweetener and it came out SO sweet that no one had paid attention to how sweet she wanted it. This is a bummer because we love to support local, but...