Insomnia Coffee Co - Baseline — Restaurant in Hillsboro

This is usually one of my favorite spot to go but not anymore. I gave them many chances and today, there's the last straw that I'm boycotting this lame coffee shop because there are serious issues there that it no longer provide good experience to customers. I have been ordering 8 oz latte since I like the milk and coffee ratio better for a long time. They have been charging me for 12 oz latte price but they changed it when they raise the 12 oz latte price from $3.5 to $4 (14% increase!!!). I was told that they added an option of $3.75 for 8 oz latte because that's more fair. Therefore, it has been like that since then. I usually went to the Cornell store most of my days. Today I went to the Baseline store, and they charged me $4 for the 8oz latte so I questioned them. They were like: "Oh, we never did that change. Look at our tablet, it says 8oz or 12 oz are both $4.". I asked them to validate that with the Cornell store and they came back saying: "The manager of that store was not aware of that either. But we'll do it for you just today." They made it seemed as if I was making it all up hence I was super pissed. I'm attaching the receipt that shows what it cost merely TWO DAYS ago. It wasn't the first incident that they are showing signs of problems of running business. A couple months back, I was asking for couple water cups togo for my kids in addition to all the stuff I purchased. They said they need to charge me for the water cups. That completely ruined my experience because none of the coffee shops, decent ones, including the much corporated Starbucks would charge me 14% of the cost of the latte for a water cup. Next thing you know, they are charging you for the toilet paper and the straws. Again, this coffee shop has serious issue in terms of management and customer services. As much as I'd like to support local businesses such as Trailhead Roaster, Coava, Heart... etc. I have been giving Insomnia chances since the water-cup incidents and now that's completely lost. One star for the store until anything...

I've been coming here every other weekend to the Murrayhill store for a while. The coffee is pretty good, and they had oat milk sooner than a lot of other places. But I have to admit, the service is often poor: usually slow and sometimes rude. I was raised to say please and thank you. With those habits of courtesy, come some expectations. This is one of those places that doesn't meet those. I've come to expect--as it happens a lot--that I will be treated with less kindness and patience while ordering than others. I realize I am a little older; it's hard to hear someone when they are masked. No reason to roll your eyes when I don't understand. And when you forget my muffin with my coffee, it's not that big of a deal. No reason to be defensive. Maybe a slight bit of a reason to be apologetic. Especially when I had to ask for it for a third time, after which point the coffee was cold. I wonder if the primarily single-demographic staff know how unwelcome they make an older...

I really enjoy the atmosphere, and the Aztec Mocha is delicious. I do have to say that I feel like this location has been neglected since they have expanded and opened shops in areas that I’m sure get higher volumes of customers. It was better before it became a “chain.” It’s on my way to work so if I have enough time (and I mean at least 20-30 minutes) I’ll stop for a coffee. Most times it’s just 2 people working to take care of lobby and drive thru customers. I would think that in the morning they would have more people working so sometimes it feels like it takes a lot longer to get my coffee than it should. They also decide to close this location due to staffing, etc than any of the others and short staffing is probably why they turned off mobile ordering. It’s unfortunate that their original location has turned into the...