Peet's Coffee — Restaurant in Phoenix

Peet’s Coffee & Tea - Sky Harbor Airport Terminal D Location - February 23, 8-9pm

“Briana” was the rudest person I have EVER encountered in a customer based service setting. My flight was delayed so I decided to stop into Peet’s for the first time, when Briana took my order. I ordered a “coffee javiva” and I apparently said it wrong because she immediately snapped at me and said it the right way.

I went and sat in their comfortable seats and drank my delicious coffee, killing time for my delayed flight. My flight was delayed until 10pm so I checked when they were closing. Online, it said they closed at 10pm and it was only 8:40 so I thought I was okay to stay there awhile.

At 8:50pm, Briana yelled out that they would be closing in 10 minutes. I politely asked her why it said they closed at 10 online when she rudely, in a raised unpleasant voice said it’s just their lobby so we would have to clear out, and if flights are slow then they will close early anyway and then shook her head. I said “okay” and waited for my mom to order her drink (the last order they were taking).

My wife and I got up and headed to the entrance and waited for my mom.

I then looked over and seen Briana talking about me to the other worker there with her arms and body language going everywhere. I could hear her specifically talking negative about me and she was next to my mom, unaware that my mom was related to me and could hear EVERYTHING. She finally looked over and noticed me listening to their conversation and suddenly stopped talking. My mom got her drink and came and told me that the lady was talking about me.

I then approached both ladies and clarified that I simply wanted to know why their online site said they closed at 10pm, and that it wasn’t a big deal at all. I asked for her name and she told me “Briana”. I then walked away and was well out the entrance when she YELLED “BRIANA BURRNNNNNSSSS!!!!!!!”.

I seriously have never experienced anything like...

Today, I'd been in-transit for the preceding 18 hours without eating any substantive food. I was sleep-deprived & nutritionally depleted. "Michelle" of the Skyharbor barista crew was restocking the food fridge as I stepped in. I asked about a particular breakfast sandwich. But as it was approaching noontime, she explained that this item had already been sold-out.

Nonetheless, Michelle made a recommendation to try the Pesto Turkey Sandwich. That referral was spot-on! Even though this product was obviously pe-assembled, once heated, the sliced sourdough was crunchy yet moist, the cheese perfectly melted, the pesto was flavorful, and the turkey tasted tender-fresh, too. This was THE proverbial home-run hit -- particularly when complimented by a rich cup of Peet's dark-roast.

The fact that this employee gave me 'the time of day' (among the throng of already-descending clientelle) by evidencing her personal interest in my quest for sustenance and a timely referral -- well -- it just struck me as the quality of value-added representation that no employer can really buy. Indeed, Michelle's understated assistance was a gift of grace & proprietary representation when I needed it most...a timely inoculation about why I tend to end up at Peet's rather than at any of the other coffee purveyors that abound.

KUDOS, Michelle, and to the staffing rep that evidenced sound judgement by having hired...

Big shoutout to the lone employee who was running this location with no backup and extremely limited supplies (I didn’t catch her name, but she had red hair). She was the only thing holding that place together and while frazzled, she made it work. I’m not sure why Peet’s decided to put a single staff on duty and not even give her adequate supplies to do her job (selection was limited to drip and lattes) but I doubt they’re paying that woman enough. While the coffee was decent and I’m obviously impressed by the employee, I doubt I’ll ever stop at a Peet’s location again; I view it as mismanagement of the company to be so low employed and ill prepared and still decide to open up shop. Fortunately, the place was such a mess (no time to put away stock) that it was obvious something was wrong and the customer abuse seemed to be minimal. Seems like someone in management needs to learn that investing in employees (via competitive wages) is an investment in the company. Won’t be subsidizing such a poorly run...