Caribou Coffee — Restaurant in Medina

I've been frequenting this Caribou since the road construction started on 494 again, I take 116 to work to try and avoid traffic, and this place has a drive-through and is on the way. Today was the straw that broke the camels back for me, as I've had problems with them in the past but kept giving them 2nd, 3rd, ...chances; mostly because of lack of drive through options on this route to work. They've gotten my order wrong a few times in the past but, today was a bit ridiculous. The gal who always takes my order is always so nice and does a great job (makes sure to check me in for Perks and repeats my order so I KNOW they got it), but as soon as I get to the window it's like all customer service abilities go right out the window as it opens. Today I ordered my usual "Medium Caramel Cooler with and extra shot of espresso and NO WHIP, but still drizzle" and a SMALL Vanilla Cooler with NO Whip, but still drizzle, and a spinach mini sandwich. Now, granted I was already running late for work and was a tad flustered already, but Caribou Usually brightens my day up....not today, When I got to the window, after I waited a while, the gal finally came to the window and asked if I had the two Coolers and I said Yes; They didn't offer me a receipt (in fact this location almost never does), and I didn't think to ask, and I paid cash, but I was charged a little over $12 and I gave them a $20 and got $7 and change, so I was charged for two drinks and a sandwich. But I was shocked when she handed me two Medium coolers, BOTH With Whip?! And then she closed the window and didn't say anything. Seriously I was literally in shock to the point that I just drove away, flustered, late, and a bit angry, completely forgetting that I had a sandwich that she didn't hand me. That was it, I decided I was done with this Caribou location, I'd rather suffer through construction/traffic, and at least get better service at my local...

I visit this store multiple times per month, but I've decided to be done as a customer at this store. This store has a drive-thru; my experience at any Caribou with a drive-thru is that the customers in vehicles are the priority. At this location, I feel that this principle is amplified to the point that it ruins the walk-in customer experience for me. Today I walked in and proceeded to the front counter. None of the four employee's gave me any sort of acknowledgment or greeting initially. After some time, one employee said "hi" but continued on with their other work. Then they completed a few drink steps, and started chatting with one another. I stood long enough that I felt awkward waiting, so I went to a table and started work. After a few minutes of work and observing the Caribou team, I determined a good time to approach the counter. I was waiting again for a while as a line was beginning to form behind me. My order was taken: coffee and a biscuit. I sat back down to my work, and 5-10 minutes went by, still no biscuit! It was resolved once I went back up to ask again for a biscuit. I know these are minor complaints, but for me personally, this type of stuff really detracts from my experience. My solution would be, when any customer walks in, say something similar to: "Hi, I'll be with you in just a moment" or "Hi, we've got X drive-thru's to handle, we'll get your order right after those." Communication such as that provides acknowledgment and expectation, which is really all a customer needs, even if the wait is long. This has not been a unique experience at this store. Many times before I have stood at the counter with no greeting, no expectation for when an order would be taken, and watching employees chit-chat amongst themselves without acknowledging customers. There is another Caribou 0.5 miles away, I'm going to go...

I used to be impressed and enjoyed my experiences at this location. However, recently my feelings have changed.

Mistakes in ANY drive-thru happen but in the last 2 months, it’s became a regular thing. In my attempts to get in contact with Mgt. I have left my number and requested a call back 5 or more times and have never received any.

Today, I placed my order, paid, received a beverage and pulled away. Shortly after leaving I took a sip of the beverage and burnt the hell out of my lips and mouth. The drink I order has cooled whipped cream on top and I usually have to fight through the whip to get a sip of coffee, NOT THIS TIME!!! This was an extremely hot tall coffee.

I went back and requested to speak with a manager. The girls all looked around as to say “ummmm, we have no manager.” So one girl steps forward and begins represent this Caribou. I told her I burnt my mouth on the and she casually gazes at me while I fight through the pain to tell her what happened. I finally asked for a glass of ice that she then grabbed for me. Amongst this whole interaction, I was given endless Excuses why Mgt. had not called me back previously and was simply offered a free bakery item or free hot sandwich (makes me wonder if she’s ever burnt her mouth before).

I’m constantly disappointed in the last couple months with...