Rise + Roast — Restaurant in Rio Rancho

This isn’t my experience directly, but my mother’s, and it was appalling enough that it deserves to be called out. She’s a loyal, daily customer of Rise + Roast, but after recent treatment, we’re left disgusted.

The issue started with something seemingly simple: a poorly blended iced matcha. The ice was chunky, the drink wasn’t smooth, and this wasn’t a one-time fluke. My sister and I have experienced the same issue at this specific location, not at the Eubank location, where quality and consistency are noticeably better. My mother even showed staff a photo of the drink to illustrate the problem, hoping it would lead to better service, not retaliation.

Instead, she was met with condescension and told, point-blank, that if she expected consistent quality, Rise + Roast might not be the right fit for her. Let that sink in: a paying, senior customer was essentially told to take her business elsewhere for wanting her drink made correctly. She even attempted to show the general manager the pictures of the drink’s chunky state to explain her concerns.

But it didn’t stop there.

After returning the next day and placing her usual order, the general manager approached my mother and said, “I thought we had a good talk about Rise + Roast not being a good fit for you,” and then asked her to leave and not return. Over a blended drink. For wanting a standard other locations easily maintain.

When she went back inside moments later, having simply forgotten a straw, she walked in on the GM surrounded by staff, celebrating her removal. Yes, smiling and laughing. Applauding the public humiliation of a regular customer. Over a drink. It was juvenile, unprofessional, and frankly, cruel.

No customer deserves to be treated this way, least of all someone who’s supported your business faithfully. If this is how management handles basic feedback, I sincerely hope this is not reflective of the company’s overall values.

I would very much appreciate if the owners of Rise + Roast could reach out to resolve this issue directly. I personally have met Collin, one of the owners, and he consistently goes above and beyond for his customers and friends alike. I’m confident he would never condone this type of behavior or treatment.

Rise + Roasts GM should be...

Employees are not trained well. I was there when they were not busy at all. I went inside to look at the donuts. There were not a lot of donuts in the case. The only other person there was in front of me she ordered a dozen, and chose a few I had my eyes on. When it was my turn I asked the cashier if the donuts in the case where the only ones available she said yes. So I really didn't get the selection I wanted with the lady in front of me ordering half of the donuts in the case. And then all the sudden to my surprise the employees brought her order and my order out at the same time from the back didn't even touch any of the donuts in the case so I imagine there were other Donuts available that I was unaware of. :Example the lady in front of me ordered four chocolate donuts, and only four chocolate donuts where in the case, so when I ordered I didn't order any chocolate donuts because the cashier told me the only Donuts available were in the case, but then brought our order out from the back not even touching the donuts in the case. Oh well maybe it will go...

I asked for a iced chai latte with caramel and received my order promptly. However I realized I forgot to request it to be made with oat milk. So I called and asked if I could have my drink remade with oat milk and was more than willing to pay the difference. I was told that it would be a refund and recharge process that needed to be done within the next 30 minutes. I told her that I was on my way to church but would be there right after it was over no more than an hour and a half. The server on the line said well that's all she could do and was basically saying it wasn't her problem. I try to support local business but I was treated as if I should've just went to Dunkin or Starbucks to receive better service. Would not recommend this location...