Black Rock Coffee Bar — Restaurant in Glendale

My girlfriend and I pulled up to the drive-thru to grab a coffee at the 67th Ave. & Bell Rd location at approximately 3pm Friday August 29th. I rolled the window down and heard the tail end of an employee acknowledge us over the microphone.

I let them know we just needed a minute to figure out our order. After that period we initiated contact to let the staff know we were ready without a response back. We let two vehicles in front of us get served before initiating contact a second time, which we did with no response again.

After almost 10 minutes of sitting at the drive-thru ordering station, we decided to we let the last vehicle get served before initiating a third communication while other drive-thru customers were stacking up likely wondering why the line wasn't moving. Again no response and no customers in the drive-thru waiting on orders or any customers in the store at all.

We decided to just leave and go to another coffee shop since we didn't know what was happening. We could completey understand if there was an emergency, shift change, short staffing. However we didn't expect what would happen next as we drove past the drive-thru window.

As we were driving to leave, the two employees had the window wide and were laughing at us as we drove away as if they were purposefully humiliating us for waiting in line so long without receiving service.

We were happy to take our business back to Starbucks where we've always had a pleasant experience before. We can't see ourselves returning to Black Rock to be mocked for attempting to purchase a product/service. We are respectful adults that genuinely enjoy tipping the service industry folks that work hard for us to enjoy simple pleasures.

We recommend some form of feedback to your staff responsible if you intended to create a positive customer experience and increase profitability. Until then, expect us to share this experience with others in our network.

Lastly, your method of recording client experiences is lacking from what gives the image of corporate profit over...

What a crap show. First time here, waiting in the drive thru 5 cars deep. Get to the order box, sit there for 5 minutes waiting to order. Nothing happens so we drive up to the window. The female working the window couldn’t give a crap about customer service. We mentioned waiting at the speaker box to order and she replied “there’s an AI message that told you to just pull forward”, well there was not. When we replied that there was no such message, she replied “well, that’s not our fault”. Then while ordering, without having a menu to look at, we had to repeat our requests multiple times for her to get it correct. Example: Medium blended s’mores. She asked what size we wanted🤦🏼‍♀️. The entire time the other worker was making the drinks, she complained to him about her life and work problems. We ordered 3 drinks total. She handed 2 drinks out the window, 3 straws, and told us to have a great day. We had to ask for the 3rd drink. She handed it to us, but then the other employee, who made the drinks, came to the window and asked for it back. It was missing the toppings. Maybe this is a M-F only location?!? I do not recommend because of the lack of service...

This is the first time I have ever left a review for, anything really. But I had to make it known. This Black Rock Coffee has absolutely amazing staff! I don't know the name of the girls, but who ever worked on 8/11/21 were awesome!

To elaborate, this was the first time I had ever been to BR. I pulled into the drive-thru and placed my order. When I opened my wallet, however, I had found that I had forgotten my card at home. I quickly let the girl on the speaker know that I couldn't pay before they made the drink for nothing. She said she understood and thanked me for letting them know ahead. As I pull up to the window, I quickly apologize before I start driving away. They all quickly yell at me and tell me to wait. When I back up to the window again, they hand me my drink and tell me not to forget my card next time with a smile and chuckle.

I was already having a pretty down day, but that just changed everything! I only wish I could have had my card or cash to give them a very nice tip then and there, but I'll just have to do it next time. Oh, and the drink was one of the best...