The Coffee House at Second and Bridge — Restaurant in Franklin

Sunday, Mother’s Day, 2025

The girl that took my order couldn’t explain to me when I could enter my phone number for reward points and, instead, just looked at me like I was out of my mind. All she had to do was tell me it happens at the end after I paid (which I figured out). It would have been simple enough for her to let me know that. Then, I stared back at her waiting (after I paid) and she said, “Oh the receipt paper isn’t working right now.” I was just waiting for her to give me my coffee and wasn’t even interested in getting a receipt. She seemed to have forgotten in a mere 60 seconds or less that I had even ordered coffee. I asked her if she can add cream or do I add it and she said “It should be out there.” So I guess it was up to me to figure out where it was…. I didn’t see it because she had so many people backed up to order flowing into one of the rooms. On a technical coffee note: Since I was asking about cream at all she should have instinctively asked if I wanted some room left in my cup (or just gone ahead and done that) — but she didn’t.

Several of the rooms were more than a little warm for a then 71 degree morning. I heard a couple of parties complaining about it that validated it was not just me. Seems like they could get better airflow going in the rooms for little expense. Ever heard of ceiling fans?

Several people just in the room I was in got up to inquire because their food never came. I also had to ask about mine as well as I had hit the 33 minute mark and had received nothing. I walked up to where there were 3 girls in the coffee preparation area behind the less-than-friendly-customer-oriented-high-wall and attempted to get their attention. They were having the best time eating something and laughing and doing everything other than actually working. Once I got one of the girls’ attention she went back to check. I told her on her way that I am in the next adjoining room and to let me know. 5 minutes elapsed and she never let me know. So, again, I went up to the counter where they didn’t appear to be heads-down deep in work, but instead, were laughing as they seemed to be working on a particular customer’s drink and had spilled it or something (not quite sure…). I asked the girl what she found out and she said “They are working on it.” So no ETA, apology or anything. I sat back down at one of the non-bussed dirty tables and waited for my food once more.

Finally, I got my food and it was awesome.

So, to summarize (tl;dr): Seems like the front end help is too young and/or poorly trained to provide even an acceptable experience at this location. The food has always been excellent every time I have ever visited. I appreciate the free provided parking diagonally across...

A Community Review from a Loyal (but Frustrated) Customer

As someone who lives in Franklin (and has for over an decade) and genuinely wants to see local businesses thrive, I want to start by saying that this coffee house has a lot of charm and potential. The atmosphere is welcoming, the staff is usually kind, and I’ve had some really great experiences here over the years, which is why I keep coming back.

That said, I’ve also experienced several issues with my orders over time. I’ll admit, one of those was my own misunderstanding—I saw a picture of a bagel sandwich with bacon and assumed bacon was included. That was on me. But from a business perspective, I’d encourage the team to think about how photos influence customer expectations. If an item is pictured a certain way (with bacon, for instance), it’s reasonable to expect that’s how it’s served.

Most recently, I had yet another order come out wrong—ordered through Uber Eats, with tomatoes included when we specifically asked for none, and missing the extra bacon that was paid for. Unfortunately, this isn’t the first time. When mistakes happen repeatedly, it stops feeling like a one-off and starts to feel like a lack of quality control.

When I went back in to have the order corrected, the manager made an effort to defend the mistake and then made the comment: “You seem upset.” Yes—I was upset. I had to check my order that should have been checked by the staff, walk back into the restaurant, explain my predicament, wait for the correction, and deal with another mix-up. A better response might be, “I’m so sorry this happened again—we’ll fix it right away. Thanks for giving us a chance to make this right. We will keep working to be better.” In leadership, especially in customer service, recognizing and validating a customer’s frustration without feeling the need to defend, goes a long way. Comments that suggest a customer’s feelings are out of place only add fuel to the fire.

I’m leaving this review not to tear down, but to offer honest feedback. This place is good. It could be great. But consistency matters, especially in a competitive town like Franklin. I hope to see improvements in quality control and customer service, because I’d love to keep supporting this spot as a regular.

— A neighbor who wants to...

This coffee shop is located inside the cutest house with red door in Franklin and if you’re driving/walking by, you’ll have the urge to enter and grab a cup of coffee - that’s how cute it looks! And if you google their reviews, it’s highly rated. I went in there really wanting to like the place.

I was disappointed with the coffee (ordered a seasonal Latte; espresso shot wasn’t as good). The crepes were okay and I didn’t get around to trying their avocado toast. The croissant I ordered was the saddest looking croissant (ever). I wasn’t expecting the croissants I have had in France but it was just so bad. No crunch to it whatsoever (see attached pictures)

The “placing order and picking up food” model is the most inefficient I have seen. At the back of the coffee house, there was a line in which you get to stand to place an order. Once you place an order, you find a table for yourself (first come basis). The problem is it was full after I placed an order and they have 4-5 rooms around the house and you have no idea where the table might have got vacated so I kept taking rounds / revolving around the house in order to find a table. Finally, we found a table but had no idea if my coffee was ready. You cannot hear if they shout out your name in other rooms so you have to keep going back there to see if your coffee is ready or not. Luckily, they brought crepes to the table but coffee and pastries were picked up by me where I placed an order.

There were a couple of spots in their parking lot but were taken already - so I found a street parking. It was very easy to find a street parking within a block of the coffee house.

They do have a large outdoor seating and it’s very cute. It was too cold for us to sit outside but during summers I can imagine it would be great.

Overall, it’s not a place for me but I’m sure if you can ignore some of the things I mentioned, you...