Coffee & Company — Restaurant in Gatlinburg

The latte and treats were good but the woman working was RUDE. I was just getting ready to open the door to the shop and she locked the door and put up a sign that read, “Will Return Shortly”. No biggie, I waited, and waited, and waited. Walked around the other shops for 20 minutes, came back and the door was still locked. When she finally unlocked, my son walked in and she fussed at him to “Wait a minute!” while she put an umbrella up over the top of the door. Unnecessary. He was just excited to see which gluten free options were available. I told her that we had been waiting for about thirty minutes. With attitude, she said she needed to restock then went on to say something else snippy but I didn’t hear her as the place was quickly filling up with other customers who had also been waiting. We ordered and checked out okay and went on our merry little way. I hope whatever she is/was dealing with gets better. Maybe add an additional employee to relieve some busy holiday season stress, manage long lines, customer orders, running the register and assist with keeping items stocked throughout the day would help? This was the one and only place in Gatlinburg where we had an unpleasant encounter....

I’ve been getting coffee here for some time now. What’s great is that the coffee and tea selection is wonderful and every product I’ve had has been super tasty. What’s been awful is unfortunately the owner of the shop. She has Extremely poor customer service skills and a bad attitude about things she think would taste “bad”, and will out right complain about you and your order in front of other customers and employees. She has even attempted to charge extra because she simply thought a beverage was “gross”. Completely inappropriate behavior for a business owner in my opinion. I won’t be returning because of how much these experiences have left a bad taste for me personally. Such a shame because the coffee and matcha is so good. Update edit in response to owner's comment: This review was in regard to multiple experiences I've had at this coffee shop, not the specific situation which is referred to here in the company response. You are referring to an experience with someone else regarding the matcha today. I've never had a problem with the matcha other than refusal to serve over ice. Your matcha is delicious. What's not is your demeanor towards your customers while in store. Great product....

I’ve tried Coffee & Company a couple of times now on different visits to Gatlinburg, hoping it would live up to the hype, but I’ve walked away disappointed each time. The hot coffee is serviceable—just okay—but nothing special compared to what you’d expect from a shop that has so many glowing reviews online. The real problem is the iced coffee. The cold brew I had was far too acidic, to the point where it overpowered any chance of enjoying it. When I tried one of their specialty iced drinks, the creamer was so excessively sweet it felt more like a dessert than coffee.

It’s a shame, because the shop itself has a charming little spot in The Village, which is one of the best places in Gatlinburg to wander around. The space has potential, but the drinks just don’t hold up. After giving them a couple of chances, I can’t say I’ll be back. There are plenty of other coffee shops within a short walk that do a much better job if you’re looking for a solid cup...