Black Rock Coffee Bar — Restaurant in Phoenix

I usually enjoy going to Black Rock, but my last few visits have left a lot to be desired. As employees, you aren't just filling orders - you are running a business.

It's clear that leadership is lacking at this particular location. I witnessed a customer service situation with another customer; the staff was not able to properly deescalate, nor were they able to address the issues that followed with other customers. Long waits (~20 minutes to get our coffees), saw employees prioritizing changing 1/2 full garbage or refilling already full ice bins, instead of communicating with the growing line of patrons. None of us waiting to place an order or pickup an online order were talked to; and then when addressed it was not apologetic nor professional - it was filled with attitude.

Employees were inefficient in their use of time, and caused further delays by not using this time to prioritize the growing order list or deescalate using customer service techniques to appease customers already waiting for 15+ minutes. Several others received their coffees before mine, showing proof the team was inundated and could not handle how best to address the issues they were experiencing.

There were less than 5 people in line, but it was far too much for this team to handle with the drive...

This will be my last time at this location. I understand some things are out of our control. However, I ordered an XL. I get to the window the guy was like hey we don't have XL cups. That 100% would have been nice to know. I would have ordered a Large and small which would have made an extra large. Instead I got two small cups. That math is not mathing. I go back to the windows and told the lady my frustrations and how the math isn't matching and someone shouldn't be charged for an extra large if they are getting what would be a large possibly and instead of making it right she was like sorry we are trying to figure that out. Right figure it out but give me what I paid for. Little to say I paid for another medium since she didn't try making it right. NEVER again will I come here and I will recommend anyone in the future also not to go. They lacked understanding...

The coffee that I get is amazing. The atmosphere is good but the music is way too loud. Also I was hesitating to post but I really am frustrated. Every time I've come here, I've come here three or four times. I have to stand in line and wait for somebody to come help me because the drive-thru is so busy. I am here and in person, and it would be nice to be greeted and helped within a timely manner. Like I said, this is not the first time it is the third time that this has happened. I feel like the people who actually take the time to walk in should be helped a little bit more promptly. It's very frustrating, and I was really looking forward to a coffee this morning, but nobody even looked at me or even acknowledged me. I ended up walking out because I had to...