Peet's Coffee — Restaurant in Fremont

The management team at Peet's Coffee on Mowry Ave is a mess. A couple weeks ago I tell the shift leader (Alex), my drink is wrong, something is wrong, Alex was not the one that made the drink but she looks at my drink and the order and asks what’s wrong and doubts me, I was like, I know something is wrong, there’s usually more of the drink. She doubts me, so I leave.

Alex did not offer to remake my drink or ask the barista if they followed my precise instructions. I get home and my mother tries my drink, which is suppose to have 5 shots of espresso in it, my mother says, the drink you got yesterday at McDonald’s (3 shots) was stronger. So I was right. There was something wrong with my drink. They forgot to add the 2 shots.

I come into Peet’s the next day, to let the shift leader, Gasper, know what happened on the previous day. I told him, I ordered 2 drinks and they were both made incorrectly and that the shift leader, Alex, refused to acknowledge there was something wrong with the drink.

I wanted to order 2 drinks that day and I asked Gasper if he could take care of it, due to what happened the day before. Gasper says, he can comp one of my drinks, but I’d have to pay for the other one. Gasper said, since Alex said no to remaking the drink, he can’t say yes cause that would be on him.

So I asked if I could speak to Jonathan, the store manager regarding this, and Gasper tells me, no, he was the manager on shift and he’s the one enforcing the rules. Gasper also said Alex isn’t here today to verify this happened yesterday. So he can’t do anything about it. So I pay for my drink.

After they make my drink, I ask, if Alex is here next time and can verify this happened, can you comp my drink? And Gasper is like no, since it’s days after. So, I was upset and demanded to speak to the store manager.

Gasper reached out to Jonathan, the store manager and let him talk to me. I told Jonathan what happened the day before and how Alex doubted me when I said something was wrong with the drink, and didn’t offer to remake it, and how the drink I got 2 days ago at McDonald’s, the 3 shots were stronger than the 5 shots I ordered. Jonathan listened to my problems and told me the next time I come in wave him down and he will comp my drink. Jonathan said, Gasper gave you one day today, right? I said yes. Jonathan said, he will comp the other drink the next time I see him. I was like great, thank you.

Now it’s been more than a week, and I have been to Peet's Coffee on Mowry Ave 3 or 4 times and I still haven’t seen Jonathan for my comped drink.

Jonathan did not tell his leaders or staff about my comped drink, so no one is willing to comp me a single drink.

I came in to talk to Alex about this, asking if Jonathan was here, stating because he said he would comp my drink next time because I told him about the experience that I had with you on Sunday. Alex gets all defensive, and raises her voice at me, saying well she’s been here for the last 2 days and, Gasper and Ashleigh (the assistant manager) and Jonathan, all of them didn’t tell her anything. And how she can’t comp my drink and I gotta get that from Jonathan. At the end, she gave me $3 off. I was like thanks.

Yesterday, I go in and try to look for Jonathan. And Jonathan was off. So once again, I was no where close to getting my comped drink. I asked, when does Jonathan usually work and the employee was like, they don’t know. It’s random, sometimes he’s here in the morning.

I come into Peet’s again today. I see Gasper, and I ask Gasper if Jonathan is there. Gasper says no. I explained to him, it’s because Jonathan said he would comp my drink next time. And Gasper says, he doesn’t know anything about that. I asked can you take care of my drink, (keep in mind, Gasper is the one that got Jonathan into this issue) Gasper says no, he doesn’t know anything about it. I said can you call him. As a loyal, frequent customer, I was getting upset and frustrated with the misinformation and false hope I was given. I had looked for Jonathan 3- 4 times that week with no luck...

Jonathan was the most rudest, sassiest, sarcastic barista I’ve ever experienced. I drive for Uber and Lyft and I drink coffee at this location every single day and I purchased my coffee online through the app so that it is ready by the time I get there. Today I I purchased my coffee at 8:45 and it said that it would be ready by 9:15. My coffee was not ready until after 9:30. When I arrived, it was not ready, and I was approached by Jonathan who was the utmost, rude, and most disrespectful individual I have ever met. I own a business and I understand the importance of Customer Service, but Jonathan‘s attitude was unacceptable. When I asked Jonathan for an explanation as to why my order took so long, he rolled his eyes and he said never come back here again. This is unacceptable and I will continue to complain until somebody gives me an explanation as to why I’m being treated so poor by Jonathan, not acceptable at all.

So I returned today and I make my order online so this Jonathan guy does not bother me. I walk in to pick up my drink and Jonathan decides at the time of my pick up to stop what he’s doing in the middle of his project to come find his way to stand next to me to bump me out the way in the middle of me adding sugar in milk to my coffee so I wait and I record him because he makes me feel terribly uncomfortable because of our first interaction I believe Jonathan was being facetious and conniving by trying to make me feel uncomfortable in this. I do not believe is the goal of Peers...

I was waiting to order my coffee and my dad wanted to use the bathroom (we had driven 2 hours from Sacramento). He's older and he didn't see the sign that it was closed. The employee, Kevin, told him it was closed and then proceeded to scream at him from across the store.

We were so shocked and appalled that we walked out. I called the store and tried to speak to Kevin about the situation, but he was very defensive and made excuses. He mentioned that their employee break room is closed? I was trying to discuss the way he spoke to another person- the employee bathroom and public bathroom are irrelevant.

I was a General Manager at Jamba Juice for 10 years. There is an appropriate way to talk to people and this was not guest service.

It is so disheartening and sad for us to experience this because I loved Peet's coffee.

I want the employees to learn from this experience. You never know what people are going...