Grandma's Coffee House — Restaurant in Maui

Not a good experience on many aspects:

1. Roughly 8 persons working behind counter in a small area, including kitchen staff, person(s) baking? and persons immediately behind the counter taking orders and making/serving drinks and goods at counter. Of these people, 2 had masks on properly covering their nose and mouth, 1 of them was by herself in a secluded looking area off to the left behind the glass front, with what seemed to be freshly baked goods; the rest of the staff had their masks under their nose, and 2 or 3 of them had their masks under their chins, all preparing and /or serving food.

2). The person taking the order did not listen. Stated my order very clearly, large low fat latte with no foam. She offered me this and that, oat milk, almond milk etc as alternatives to milk, I appreciate it but no thank. She ask me again about the drink, what size? - large, low fat milk latte with no foam. I did not get the drink that I ordered.

3. The person taking order did not know what the products were when I asked about 3 items, she had an not so confident answer for 1 of them and picked up the other 2 to look them over and still was unsure.of the product. I purchased 1 of each of them and still haven’t opened 2 of them. The one I did open and try, had coconut, an ingredient that was not mentioned, I don’t particularly care for coconut. But the main concern should be that you can serve someone an ingredient that they are allergic to and have devastating consequences.

4. The staff are predominantly young and either not well trained and/or don’t particularly care about good customer service nor word of mouth. This comes back to a lack in some aspects of work ethic. While no matter their age, they themselves have to take ownership of this lack of good service to the customer and taking serious the health and we’ll being of everyone at this establishment, customers and staff alike. While they have responsibility for their actions and or lack of actions, ultimately the ownership of these failures and more deficiencies and/or shortcomings of Grandmas Coffee House lies right at the feet of the Management and Owner(s) !!! You could not be oblivious to this. It is noticeable just by walking in and observing what is taking place.

If the management made some simple changes that could easily be implemented and enforced (important part), the experience would be improved on the first day. These changes would become part of the daily “culture of the business” and benefit this establishment.

It seems as though it would be easy to figure that you will routinely get locals that staff know and chat with and give a smile to: and, you will get business from tourists that see Grandmas and stop in because they happened upon it. Just taking these for granted and doing nothing to make improvements, is the easy way to continue with business as usual. The improvements are simple and need leadership and enforcement to become a reality.

Take pride in your work and business. When you don’t, this is what you get.

————— Free advice #1 !!! Health of customers and staff !!! Wear approved masks properly at all times! People’s lives depend on it! Whether you agree with the mask mandate or not does not take precedent. •. Have clear work positions - one or two people working the counter taking orders, one or two people making drinks and preparing the pastries, cooks cooking, food servers/runners delivering food. You need organization - fairly simple. Not enuf space left to give more advice.

I have included a picture of my “large low fat latte with no foam” after I removed the foam . 1/3 of the cup is empty and since the top of the cup has a larger diameter, there is more than a 1/3 of the cup capacity empty. The taste...

My family and I live locally and have been to Grandma's on a few occasions. The first time, all food came out at vastly different times (one child and my husband finished completely before my daughter's and my food came out). The second occasion, my children's orders came out and mine never did. I eventually asked about it and they said they forgot, so I requested a refund for that meal. It had been over an hour at that point. The third and last time was today. My daughter and I went in and ordered at the counter, got our drinks and sat down. My daughter had her small laptop to entertain herself, and knowing how long Grandma's takes to bring out food (we each ordered a pancake, super simple but it still never arrived in the entire time of this incident), I brought my laptop as well. While waiting, I received a phone call so I quietly took it. There was plenty of noise all around, and I was mostly listening, so it wasn't disruptive. However, the owner came out and said, while I was trying to listen to the person on the phone, that they don't like people to come in and use their space as an office. Not being able to respond (it was a prospective client on the phone), I said "just one moment", and he walked away. He returned about one minute later and shrugged his shoulders as if to say "why haven't you left yet?". He said "you can sit outside". So, I got up with my daughter, and I asked for a refund at the counter. The girl at the counter rudely said "you don't want it?", and instead of explaining that the owner had kicked us out while we were waiting for our food at our table, I said no, they threw some cash on the counter, and we left.

Beyond all of that, the staff are consistently short and not very friendly, and generally act like you're bothering them by being a customer. It takes forever, comes out at different times, and is often cold. They're usually out of some of...

This charming little spot in Kula is like stepping into your grandma’s kitchen—if your grandma lived in the middle of paradise and had a knack for making the best açaí bowls and breakfast you’ve ever had. Let’s start with the açaí bowl—because, let’s be honest, if you’re eating an açaí bowl, it means you’re trying to trick yourself into thinking you’re being healthy while drowning it in honey, granola, and whatever fresh fruit they can pile on top. And you know what? I’m okay with that, especially when it’s this perfectly blended, icy-cold, tropical masterpiece that makes you question why you don’t just eat this for every meal. Now, onto breakfast. Whether you’re in the mood for fluffy pancakes that taste like they were made with love (because they were), perfectly crispy bacon, or eggs cooked exactly how you want them without judgment, Grandma’s delivers. The banana Mac pancake? Oh, don’t even get me started. It’s the kind of dish that makes you look around and whisper, Is this what happiness tastes like? And of course, they don’t call it Grandma’s Coffee House for nothing. The coffee here is rich, smooth, and strong enough to make you feel like you can conquer the Road to Hana in one go (don’t actually try that). If you’re in Maui, you HAVE to stop...