Hug a Mug Coffeehouse & Ceramics Studio — Restaurant in Pompton Lakes

We were drawn to this café by its beautiful exterior and decided to stop in. As someone who frequently visits cafes while working from home, I’m always on the lookout for welcoming spaces.

Initially, the atmosphere appeared warm and inviting, so we decided to go inside. The interior was cozy and beautifully decorated. However, our experience quickly soured when we interacted with the person at the counter. We didn’t realize the café was closing soon, but as soon as we walked in, the staff member loudly yelled to another customer that they were closing in 10 minutes, making us feel rushed and unwelcome.

Despite this, we decided to get on line and place an order since they were still serving. Unfortunately, when my friend attempted to order, the staff member’s dismissive attitude made it clear that we were not welcome. It was an unpleasant experience, especially being the only brown people in there. We ultimately decided to leave without ordering. We thanked the front facing staff for their time. As we exited, I felt a deep sense of discomfort, and my cousin confirmed she felt the same way.

Having worked in customer service, I understand the frustration of trying to close up for the day. However, there’s a way to politely inform customers that you’re closing without being rude or passive-aggressive. It’s disappointing to see a place that presents itself as inclusive and welcoming, only to have such a negative experience.

I won’t be returning or recommending this café. I will give it two stars because as a business owner myself I know sometimes staff can be having a bad day, but that does not justifies bad behavior. It does seem like a lot of hard work was put into the cafe and it is still a beautiful location.

I hope this review and feedback helps the business improve its customer service and reconsider the demeanor of its...

I have been a loyal customer and have Loved going here but the last couple of times we went, it was downhill on customer service. Today we went to paint pottery. Hug a mug has currently put a policy of one paint color at a time. I’m not sure how you paint pottery one color at a time. I paint and create while I paint. I blend colors and mix colors. We were told the new policy. We then asked to speak to the owner and she persisted to insist this is their policy. We said if this is your policy we are leaving. And that’s that… she then came back to argue with us. She basically yelled at me and told me if I was a loyal customer, I would know her new policy. I said last time we came, they did not have this policy. If that’s the policy then that's the policy, we are leaving but art is about creating. How do you create with one color at a time? She then kept yelling at us and frightened our kids. We all felt so uncomfortable that we ran out the door because of the hostility. She was even talking badly to her own employees prior to this conversation, which was also a red flag for us. I will never go back and paint there. We didn’t deserve to be spoken that way when all we did was not agree with a policy that any artist would scratch...

If I could give Hug A Mug zero stars, I would. For a place that supposedly prides itself on offering personalized, local service, the attitude here is surprisingly dismissive and frankly rude. Anytime you ask for a simple customization—like an extra bit of caramel or coconut flavor—the response from one particular employee (possible the owner?) is a rehearsed, almost mocking “This isn’t Starbucks.”

Yes, we get it: this isn’t Starbucks. But that response is irrelevant and condescending. Starbucks isn’t the only coffee shop where customers expect decent service, nor is it the only place where customers want their drinks made to their preference. If anything, maybe Hug A Mug should take a note from Starbucks, particularly in understanding that adding a little extra flavor shouldn’t require attitude or an excuse.

The flavors here are already incredibly weak, and the being mocked to adjust them for customers only makes matters worse. Rather than projecting a self-righteous stance, maybe the focus should be on making your drinks enjoyable and meeting basic customer requests with a little professionalism.

If you’re looking for decent coffee without the attitude, you might want to...