Brooke's House Coffee and Chocolate — Restaurant in Hagerstown

Awful and unwelcoming experience here for many reasons. I was gaslit & lied to. I do not recommend coming here unless you go in & check your order. Food & coffee are great, service was not in the slightest.

I ordered using the toast app. I ordered here before w DoorDash - decided to order again. The toast app says pickup time should be 12:59. The time comes & the app has not changed from processing. They could be busy, I give it time. At 1:16 I use the toast app to call, it gives an option to speak to them directly & check in that my food is not getting cold or something could be wrong with the app. I call the number, a man answers. I relay the situation, he says “are you calling for the cafe, oh we need to change that” and he gives me the cafes number. Weird but okay. I call them as soon as I’m off the phone at 1:17 - no answer. I’m on the road & making a stop while on the way since I hadnt reached them. App still says preparing. I check several times. They call me 10 minutes later at 1:27 asking “are you coming to pick up your order it’s been done for half an hour” - Immediately very disappointing. I tell them the app still says it’s preparing, I’ve called to check on it & I’m on my way. I go in, there’s one person working- I wait more. She didn’t even greet me. I say hello I tried to call you but the number was wrong, the app said still preparing & wasn’t updating. I took screenshots of this and screenshotted toast app after I got off the phone right away to show it was still preparing then. I check the app 3 mins later after talking w them.. it is suddenly marked complete. Very shady to me.

I say the hot coffee isn’t hot neither are the breakfast sandwiches and I’d like the coffee to be remade the very least. She goes back to ask the manager. 2 ladies also come out. They were very visibly & audibly upset that I wanted the coffee remade. They say if I would’ve come 15 mins later when it was done then it wouldn’t be cold. I explain again that I was using the app and it was still preparing so I tried the methods of toast and getting the number from the person who answered the toast #.. I show screenshots for how long it had been still processing. They go to remake coffee & the manager apologizes. I end up needing to explain several times showing the screenshots & the wrong number provided on toast. They kept telling me that I need to come in right away after I order & kept pushing as if it was all my fault not theirs. I mention I did not appreciate that it’s being made to be my fault when I tried reaching them. I tell them a man answered - it’s women employed only - they said no men work here, I say I know, a man answered. They all started to say a man’s name and say it was probably him. At this point I ask if it’s even safe to serve food that’s been sitting for that long (50 mins). Manager asks what I want & I say a few times at least the hot coffee & at this point I want the sandwiches remade too. I had a big order $40+ so this was insane to be arguing over whose fault it is. Manager checks the phone, says we do have 2 missed calls from you, tells the other women remake the whole order.

As I’m waiting manager says out loud they can split the sandwiches since it will be thrown out.. They remade my drinks - I saw that. I did not see them remake the sandwiches - I’m positive that they did not remake the sandwiches bc they still weren’t even close to hot/fresh. They were also very small. They just reheated.. I have photos of that too. They reheated my croissant sandwich in the panini press. I get home, check the chocolates bc I didn’t even check while there I was so frustrated..they gave me 2 large coconut eggs when I ordered 2 coconut eggs & 2 peanut butter eggs. They didn’t bother to call me about subbing $12 worth of my order & didn’t say anything when I was there in the store for awhile.. frustrating all around. This experience will keep me & my husb from returning. We’re really appalled. We love to support local. There’s many more details. I emailed for a managers contact so I can tell them...

First, I love to support local businesses, especially one that provides for the greater good in a community, above & beyond just being a cozy place to get a good cup of coffee, and some delicious chocolate to go with it. Was in the Hagerstown area visiting family last week, and stopped in for coffee. Had a pleasant experience, including the friendly customer service that came with the coffee. I’ll have to try some of the chocolate, next time I’m in the area.

Was watching local channel 11 this morning, and just saw an exposé segment on Brooke’s. Wasn’t aware of how much of an asset it was to the community, and it seems that it’s part of a larger movement going on in Washington Co, that has several factions all coming together for a great cause. It seems to be working, since the number of opiate abuse/addiction deaths are down 17% this year. High fives, to any & all of the good folks who have made an impact that has literally helped save lives. I thought the least I could do was leave this review, since any little bit of positivity can help support a local business that’s making a difference in the best way possible....

My husband and I have been coming here every Saturday morning (when we can) for the past year or two and it always feels weird when we don't start the weekend here. They have the sweetest ladies, the chocolates are divine (those toffee bars man...), and the coffees and chais are so comforting. The bands also make the atmosphere so friendly, so it's a no brainer to come back again and again. And their dessert catering was OUT OF THIS WORLD!!! They were our immediate decision when we wanted a dessert table for our wedding, and I (plus our guests) still can't get over how stunning it was. Our wedding was not typical to say the least, and they were completely on board and enthusiastic with every detail of it. We of course wanted their chocolates on the table, but we also had some ideas for our cake pop display as we didn't want an actual full wedding cake. They worked with us and the result was spectacular. I sincerely can't gush about it enough. Thank you so much for everything, and as always, see you...