The Urban Bean Coffeehouse Cafe — Restaurant in Orange Park

We came in with very high hopes for this little place, maybe that was our mistake. First issue was a difficult to read menu. I suppose that is why they have them printed to look at as well. We ordered two omelets, a latte, and a black coffee with vanilla sweetener. The coffee's were handed to us with no lids and nearly spilled on my husband as the girl hurriedly handed it off to him. My simple black coffee with vanilla had no vanilla in it. Ok whatever we moved on. Sat down, our friends got their food after a little while but we never did. After two attempts to see what the hold up was and being told they would "check on it for us" I finally went up to speak with the manager. At this point nearly 40 minutes had passed with no food. Our friends had finished their meals and were just awkwardly sitting with us. I (as well as two other guests who never got their food) spoke with the owner and she had nothing but excuses to offer stating "we are slammed in the back". Another 15 minutes goes by and we still have no food. The owner comes out and offers more excuses that didn't make sense and says she will refund our money and still get our food. Nearly another 15 minutes later she comes with no food and a gift certificate that did not even equal the bill we were being "refunded". I advised her I did not want a gift certificate I wanted a refund. Our food finally came out and my omelet was made wrong and it came with a sad butt end of a blueberry bagel with sugar on it that was literally too hard to eat. I ended up not eating anything and throwing the messed up omelet away and at that point my husband was not even interested in eating his. So, nearly an hour and a half later we left very unsatisfied and frustrated. At my last count there were 5 other guests complaining that they had not received their food or only half of their table had. Very disappointed and annoyed. I know in this type of business these things happen but our situation was completely crazy and very poorly rectified. I doubt we'll even use our voucher to go back. I can not imagine the drive through being a success offering a full menu. That's if anyone cane even read the menu from their car. The place looked awesome. But...

UPDATE - REPLY TO RESPONSE: most people don’t have the time to sit there and dispute charges during their lunch, even more so when they already waited for their order twice.

You state the menu lists current prices but I was charged a whole dollar extra on my frappe. Never been anywhere that charges for flavors except for this cafe. That also doesn’t negate the fact that it is still quite difficult to read and very much faded. Could probably afford to upgrade the drive-thru menu considering that coming there isn’t cheap.

It’s the surprise factor that’s the biggest problem. Let customers know up front how much things cost before they place the order, perhaps by indicating it on the menu or by verbalizing it. Also wouldn’t hurt to say “hey just a heads up, our egg WHITES are really egg yellows for x-y-z reasons…”

Either way, I give places the benefit of the doubt the first time, after the second time I get a bad taste in my mouth and I simply will not continue giving them my business. Nothing personal, just do better. Thanks.

for those reading: I will update this review in the future with a picture of the drive-thru menu for reference

I loved coming here for quite a while, the food, drinks, and service are great… but the last couple times I’ve gotten majorly surprised when I pull up to the window to pay and I’m charged significantly more than what I calculated in my head. Last time it was a slice of apple pie that was close to $9… ONE SLICE.

This time I got upcharged for egg whites rather than whole eggs, and upcharged TWICE for something as miniscule as adding flavor to my frappe.

side note: their egg whites are yellow..?

The drive-thru menu is faded and hard to read like it’s been there since the establishment was opened and they have covered the prices with tape with handwritten prices which apparently still do not reflect actual current prices.

I hate being caught by surprise when it comes to my money that’s something I don’t like being played with, I can no longer enjoy this place,...

Updating review (again)

Summary: Great food (Huge and unique menu), great coffee if you like the taste of coffee, a bit more expensive but appropriate for the value. All with a chill local coffee shop atmosphere. Issue handling needs a little work, but service has always been great.

We have been going to Urban bean for a long time, it has been one of our favorites. Their coffee is a bit more authentic and great for coffee lovers.

It isn't like Starbucks in how they make their coffee. Less sweet, less you know.. unicorn frappichimachiatolatte. Most commercial coffee shops do a lot to cover up the flavor of coffee, which isn't something I like. I enjoy the flavor of coffee and Urban Bean brings that out.

Their food is amazing, a little pricy, but it is delicious so it is worth the cost. Their donuts are great.

Recently I adjusted my review due to an abnormal incident. Keep in mind, we come here often and issues/problems never come up. We brought this up with the staff and it was a little awkward and confused with how it was handled. I left feeling off. I modified my review and received a response.

Looking back, I can see we were all put on the spot with an uncomfortable situation. We are not really the kind of people to complain, but it was a serious issue with the food. After the review went out, they did respond, and I think had more time to think about how to handle the situation. They did well and cleared things up. I understand it is not a corporate coffee shop and they may not know how to handle every rare issue.

I still enjoy this place, and we will still come here. One uncomfortable situation that was quickly recovered wouldn't keep me away from the delicious food and coffee.

Our service experience has...