Water Street Coffee Joint (Portage) — Restaurant in Portage

I am writing to formally report an extremely disappointing and unprofessional interaction I experienced at your store on the morning of June 1st around 9:30 AM.

I requested an iced sugar-free vanilla latte with half heavy cream and half almond milk, as I am diabetic and have strict dietary restrictions. I was informed by the shift lead that this order could not be made. She said that they can only use half and half. When I explained my health-related dietary needs and asked to see the label on the regular milk, I was told that I might not be able to see it because there was a line of customers.

I then requested to speak to a manager, and this request was declined. When I asked for the shift lead’s name, she laughed, closed the window, and said, “Have a good day,” without providing any identifying information. This response was dismissive, disrespectful, and unprofessional.

The shift lead in question had glasses, brown hair, and visible tattoos. I will be following up with a call to speak directly with a manager, but I wanted to ensure this behavior is brought to your attention in writing as well. No customer especially one with a medical condition should be treated with such disregard.

I hope this matter is addressed seriously, and that future customer service interactions at your location reflect the professionalism and care your...

As someone who has lived in San Franciso for two decades, I'll admit I'm pretty snobby when it comes to cafes. But with one exception I'll discuss in a moment, Water Street could hang with the best of them in SF. I don't drink coffee, but I love matcha and they make a great matcha latte (tip for Water Street: don't call not adding simple syrup "no flavor"! It's the opposite: matcha has a very distinct flavor that simple syrup completely ruins; just say "no sweetner") and have a great selection of teas. I don't drink coffee so can't comment on that, but my family who lives in Portage and does says it's one of the best in the greater Kal-Por area. I also love all the stuff they sell in their little shop: mugs, t-shirts, etc. I've bought a number of t-shirts and mugs from there over the years.

The one thing that always rubs me the wrong way with Water Street is that they have a drive-through. I know its suburbia here in Portage, It's so weird to be in a cafe that otherwise makes you feel like you are in NYC or SF but then the barista is talking on a headset to somebody to lazy to get off their butt and out of their car! I love that Water Street states it is a bicycle-friendly business, but having a drive-through is in every way contradictory to the vibes and messaging they otherwise are...

Coffee is my co-pilot. No, really. It is more than just a beverage used to prop up my heavy eyelids and scrape my parts into human form to survive the harsh headwinds of this predatory year. Coffee is my deep delight. Water Street is a standout. The large location in Portage at Centre and Shaver Road is the best of the three locations I have had a cuppa at two other locations. What sets this location apart is the lovely patio with lots of outdoor seting and the bright, large double level dining are. There is a ton of natural light an abundance of seating. The coffee is so-so good. they offer many different beans for the daily drip coffee served-some of the varietals are very uncommon and rarely seen offered on coffehouse menus. The brew strength is exactly right-full, robust without any bitterness. They offer a wide range of local/homemade pastries/sandwiches/cookies/small lunch bites and breakfast wraps/burritos. The ones I have tried are as very tasty. They are a bit pricey compared to some of the other local coffee joints, but they are also far better than most, far at the top of my Kalamazoo caffeine list. See you there in the morning, bright and early. I'm already dreaming of that steaming first...