PJ's Coffee — Restaurant in Leander

[Staff violation of ADA's requirements towards service dog questioning – ADA Complaint Filed]

During my visit today, I experienced inappropriate questioning and behavior regarding my service dog, which left me feeling uncomfortable and discriminated against.

Upon entering the store with my brother, we were greeted by Nathalie, the barista, who informed me that dogs were not allowed on the premises. I promptly explained that my dog is a service animal, not a pet. Nathalie then questioned why my service dog wasn’t wearing a vest. I clarified that service animals are not legally required to wear any form of identification.

Rather than taking our order, Nathalie went to another individual, murmuring something I could not fully hear except for the word “dog.” Shortly afterward, another person approached us, whom I later identified as the store manager Ms. Reshma Gordhan (my brother asked for her business card before exiting the premises) Ms. Gordhan also stated that dogs were not allowed on the premises. I reiterated that my dog is a service animal and reminded her of the Americans with Disabilities Act (ADA), which limits staff inquiries about service animals to two specific questions:

Is the service animal required because of a disability? What work or task has the animal been trained to perform?

Despite this explanation, Ms. Gordhan responded by saying it was “hard to know which dogs were service dogs and who really needed them,” implying skepticism about both my disability and my need for a service dog. This implication was both inappropriate and discriminatory.

Ultimately, this interaction left me feeling deeply disrespected. My brother and I left the store without making a purchase and will ​definitely not be returning. This experience reflects a lack of awareness and sensitivity toward people with disabilities​ but also reflects poorly on PJ's Coffee and more than anything is inconsistent with federal law. As a customer, I am under no legal obligation to disclose my disability or justify my need for a service animal, especially in the face of such attitudes.

Given the seriousness of this situation, I have filed a formal complaint with the U.S. Department of Justice regarding this ADA violation and would strongly recommend having immediate staff training on service animal protocols and disability sensitivity is essential to prevent similar incidents at...

11/24-2024, looks like the customer service is still very bad. I go to the drive thru window and make my order. I go to the window and OF COURSE AS USUAL the order is messed up. I just leave!!!

I called the manager and no apology just an excuse of technical issues.

I emailed Reid Nolte and let’s see if it takes him 2 months to respond to this issue.

I don’t know why I keep wasting my time.

Went there today and plainly asked for 4 sandwiches and was only charged for 1. I was not offered a receipt because the employee left to go work on something else, so I wasn’t able to verify what I ordered. Then waited 20 min for my Vienna Creme. Management please hire staff that can listen. Staff please slow down and listen to your customer make their order, I know it’s busy but the most important thing while you’re taking that order is to listen.

I had to go by McD’s 🤮 to get more food for the rest of the family, so by the time I got home the 1 sandwich and beignets were cold (again had to sit in the store for 20 min waiting on the Vienna creme).

Sad I will not be going back and will tell everyone I know to not go.

Good luck staying open with this poor...

I have tried PJ’s 3 times now. Every single time I have gone, there has been some kind of problem with my drink. The first time, they made my drink completely wrong and I had to ask them to remake it. The second time, I was handed a drink and 30 seconds later, the manager asked for it back and claimed it was made incorrectly. When I received the remade drink, it was still wrong but I didn’t bother asking for it to be remade a second time. Today, I experienced a similar situation. I ordered a cold brew with cold foam and was handed my drink. About 20 seconds later, the manager opened the window and asked for the drink back as they had filled my cup with only cold brew concentrate, making the drink inedible. When my drink was remade, I was handed a cold brew with whipped cream. I’ve been seriously disappointed with this location as I was really looking forward to getting a new coffee shop in Leander. The coffee tastes fine when it’s made correctly, which is...