Top Hat Coffee Lounge — Restaurant in Lower Merion Township

Dear Top Hat Team,

I hope this message finds you well. I’ve been a regular at the Bala Cynwyd location for quite some time and have always enjoyed starting my workday with a smoothie and treat from your shop. The previous barista made every visit enjoyable—she was kind, attentive, and always remembered my order (Morning Sunrise: 1/3 oat milk, 2/3 orange juice, plus protein powder) without needing a reminder.

Since her departure in April or May, my experience has unfortunately declined. The new barista consistently gets my order wrong, even when I explain it clearly. When I politely request an adjustment, her demeanor becomes visibly frustrated—she slams equipment around and handles ingredients carelessly. Despite my efforts to be friendly and understanding, her attitude toward me has been dismissive and unwelcoming.

Today, after some time away, I returned and accidentally forgot to specify oat milk—something the previous barista always remembered. When I realized the drink had almond milk, I immediately acknowledged my oversight and apologized. Still, the response was uncomfortable. She aggressively remade the smoothie, threw in several large scoops of protein powder, and the final result was undrinkable. I paid $11 for a smoothie I couldn’t consume and left feeling disrespected.

I’m sharing this because I truly value your establishment and want to see it thrive, but this pattern has made me hesitant to return. I would appreciate the opportunity to speak directly with a manager about my experience and to discuss how it might be resolved moving forward.

Thank you for your time and...

My milk-allergic daughter had a life-threatening anaphylactic reaction to their chai with oat milk a few days ago. It resulted in an epinephrine shot right after down the hall and a trip to a nearby hospital emergency department. After a thorough inquiry by us while ordering, we were told there was no cow’s milk in the product. There was. Big Train chai mix, milk the second ingredient which we found out about later. A few thousand dollar hospital bill will be coming to us shortly now too, no doubt. My daughter’s okay. A scary situation that didn’t need to happen. Know your products, Top Hat Coffee, and also tell the truth about them. Train your staff about the risks and seriousness of food allergies please. We don’t want anyone else to go through...

Theis, the general manager of the Bala location surpassed my expectations of customer service! He noticed I ordered the chai latte with oat milk via Doordash and he called me directly to confirm that's what I wanted because the Chai has dried milk in it. I was so grateful he called because I cannot have dairy so he put 2X2 together recognizing a non dairy milk with a dairy drink! So sweet of Theis.

Then he called me back to let me know my drink was on its way. Thank you, Theis for offering me a positive experience when all I wanted was a cup of Joe! Sometimes the smallest things make a difference and can...