Marin Coffee Roasters — Restaurant in Novato

THIS COFFEE SHOP SERVED ME A LATTE SO DANGEROUSLY HOT IT MELTED THE LID. I’ve been coming to this coffee shop almost everyday when discovering it a month ago while caring for my sick grandmother in the area. I’ve never had an issue - until now, and what unfolded has been not only frustrating but deeply upsetting. On my recent visit, I was served a latte that was scalding to the point of being dangerous. The coffee was so boiling hot that I couldn’t drink it but the little bit I did try burned my tongue severely. By the time it cooled enough to try, the plastic lid had melted due to the heat, spilling hot coffee which didn’t even taste like coffee all over my car. I suffered a severe burn to my tongue and was left with a mess I had to throw out entirely. This was beyond unacceptable. The cup was made of paper, not equipped to handle such extreme temperatures, which raises serious questions about the safety standards of this establishment. I reported the incident to an employee, who apologized and promised me a refund. I appreciated their initial response, but after a week of waiting, no refund was issued. When I called to follow up today, I was met with shockingly unprofessional behavior. The employee I spoke with didn’t know what I was referring to, so she asked a coworker for assistance. To my disbelief, I overheard the coworker telling her to “just hang up on her.” Yes, you read that correctly. Instead of resolving a legitimate customer concern, the staff thought it was acceptable to mock me and ignore my issue entirely. I was polite throughout this process and simply wanted the refund I was promised. Not only was the refund still not issued, but I was treated with utter disrespect. When I called back to escalate the issue, I was again met with a dismissive attitude and empty promises of a callback—which, of course, never happened. This lack of accountability and blatant disregard for customer safety and satisfaction is astounding. For reference, there are laws in place that regulate the serving temperature of hot beverages to prevent injuries. The fact that this business disregarded those safety standards, resulting in severe burns to my tongue and property damage to my vehicle, is not just negligent—it’s potentially illegal. This is no longer about the refund. It’s about the unacceptable way this business treats its customers and their complete failure to adhere to basic safety and service standards. If I do not hear back by tomorrow, I will be filing a formal complaint and reporting this as fraud. I no longer feel comfortable supporting a business that disrespects its customers, ignores legitimate safety concerns, and allows its staff to engage in unprofessional and abusive behavior. If you value your safety and your dignity, I urge you to avoid Marin Coffee Roasters entirely. You deserve better coffee and better treatment. This place is not worth the risk.below I have included picture of the aftermath of my burned tongue below. My apologies if the image below...

I visited the Ignacio location, where the owner, Tami, is cheerful, friendly, and actively involved in the community. Sarah, a team member, is exceptionally excellent. It’s incredible how much a personal touch can make a difference. Thank you, Tami, Sarah, and the entire team for all that you do!

The staff as a whole is friendly, approachable, and knowledgeable about their products and offerings. The shopping center features handicapped access, and the cafe offers both indoor and outdoor seating options. They also provide Wi-Fi. The breakfast/brunch items are tasty. I especially appreciate the generous amount of cream cheese on their bagels.

I prefer this local coffee shop over the major coffee chains due to its better service. I highly recommend it and...

While I enjoyed the atmosphere and attitude of the shop, and my pastry was delicious, I was not impressed with the barista station. I've worked as a barista for several years, and there are basic hygeine practices one must follow to avoid cross-contamination of milks and maintain the sanitation of the espresso machine. The wand was encrusted with old milk, as well as the receptacle. All it takes is a swipe with a wet rag and a clearing of the wand to clean it and avoid contaminating people's drinks. As for the receptacle, it needs to be washed with water between every drink made. It really grossed me out that these basics were not done, and I had a hard time enjoying my drink...