Black Rock Coffee Bar — Restaurant in Phoenix

Let me say worst coffee shop ever. First time going… I asked for a matcha latte and it taste like straight milk. I went back and instead of going through the drive thru like the first time, I got down to go to the window. I waited at the window for over 5 mins. I can see workers walking back and forth. Then as I get into my truck and back in the drive thru to get my drink, a girl went to the window… that’s already 7 mins of her not attending a customer. She clearly saw me go in my truck but went to the drive thru… The girl that popped her head out came to the window to assist. Not once did she apologize to me for waiting. Her excuse was there were BEES. I told her I understand their bees but COMMUNICATE! Put a sign out stating the wait time will be longer at the window. Then she offered me to refund my order but never got my money back … first and last time … rather go to Starbucks or Dutch. Better customer service and drinks … I know the system was down but communication is key to happy customers. I am a manager for customer service so I know how it goes … whole staff...

I've now gone to this location, 7th ave and dunlap multiple times 10min before closing just to stand at the window for 5-10 minutes while they serve people in the drive through and eventually look over and tell me they are closed. Extremely frustrating considering every time they continue to serve the drive through customers that pulled in after I was already standing at the walk up window. Not to mention the open light has been on every single time. I don't understand how you make someone wait at the window close to 10min, tell them that your closed but continue to taie orders from the drive through. I live down the street from this place and go here all the time. The employees during the day are awesome, never had a bad experience. It's every single time I come here closer to closing time this happens. I understand if I'm walking up 2 minutes to close but that's not...

Was going on a 5 hour drive and didn’t get a chance to take a picture of the food. This isn’t my first experience with Black Rock but it is my first negative experience. Usually I hit Black Rock in Tucson when I visit family and I enjoy their coffee. I’m going to give 3 stars only because of the times I’ve visited this company in general, I’ve had great experiences.

Unfortunately my only negative experience happened to be this location. I stopped by this morning, service was great, wait time was great, coffee was great like usual. The bacon Gouda sandwich on the other hand, terrible.

The bun and bacon were beyond burnt on one whole side, completely unenjoyable. I hope it was just an isolated incident just so anyone else doesn’t run into issues...