Muffin House Cafe — Restaurant in Hopkinton

I visited the Hopkinton location today, Friday, January 31st, at around 11 am. I had placed a mobile order for a sandwich, pastry item, and frozen coffee. This was not my first time placing a mobile order with Muffin House. I had placed a mobile order for the same three items a few weeks ago at the Medway location, however, my experience was completely different. In Medway, my order was ready far before its expected time, my food items were placed under the heat lamp, and my frozen coffee inside the pick-up fridge at its side. The workers at the Medway location were friendly and welcoming, and acknowledged me as a customer when I walked in. Unfortunately, at the Hopkinton location, nobody greeted me nor even acknowledged me when I walked in. Additionally, my order was not ready by its expected time. I had noticed one of the workers placed my food items under the heat lamp and was expecting them to place my frozen coffee inside the pick-up fridge as the Medway location had done. However, I did not see my drink in the fridge, so I figured they were still working on it and sat there waiting patiently. After about 10 minutes of me sitting there (now 15 minutes after the time in which my order was promised to be ready), I began to wonder what was going on and why my drink wasn’t ready at the same time as my order. So, I walked up to the counter and inquired about my drink, and the young girl retrieved it from behind the counter, briskly placed it on the counter, and snidely stated, “Next time, you can just ask for your drink. We keep it in the freezer behind here.” Now, I understand why that may be the protocol for a frozen coffee beverage, however, if that is indeed the protocol, then Medway should be following it, too. Overall, my experience at the Hopkinton Muffin House was extremely unpleasant, and for that reason, unfortunately, I do not believe I will ever be a patron of any Muffin House location again, due to the apparent inconsistencies in following protocols, employee behavior, meal...

I’ve been coming to this location of Muffin House for a couple months now and I’m sad to say that I’ve never had a stress free visit. They mess up my order 9 out of 10 times. I can’t say that it’s only happened at this location so maybe there’s something they have to fix internally about how they take orders and make orders. But it’s so frustrating to know that every time I go, I’ll have to ask for my order to be remade. Last time I was there was last Sunday, November 3rd, 2024 and it was so frustrating. I made my order, they added something in my sandwich that I had not asked for and also put the spinach that I had asked for RAW in the cooked egg. When I went up to ask them to remake it, the girl cut me off and said “oh the spinach is in the egg honey”. I’m positive she was younger than me so shouldn’t have called me honey in the first place. And second, that was not my only complaint. Then when they remade my order, they used the wrong cheese when I specifically asked for cheddar and still put the spinach in the egg. I know this is not the end of the world but costumer experience is very important. They need to change something about their system. I have not ONCE had someone double check with me if they had my order right before checking me out and having it made. It’s a waste for them and stressful for the customer. And I repeatedly have my order messed up or mixed up with someone else’s. Hope this changes because the...

Worse than terrible management (employees were OK). They do not fully grasp the concept of English hence I will be more explicit. Their DC/CC POS asks for a tip at checkout before service is provided. This is additional compensation, before service nonetheless (like beggars). I'm not going to a coffee shop to assess your employees and guess if I'll like what they will do. I'm not their manager so you decide their comp, do no ask me. If they had raised their prices to properly pay their employees I may have come back but after the fascist insulting response from management I will never return, period. Customer feedback should be appreciated, you could learn something that you clearly need. No I'm not ashamed, I'm proud of being a free individual speaking up and exposing you for the abusive...