Caribou Coffee — Restaurant in Rochester

This is the second comment I have sent to Caribou Coffee customer relations in the past two weeks. When I submitted the first comment on the web page, it was indicated I would hear from a representative, therefore this is my follow up since no response has been received. Then we used email from local comments here... nothing still. What about public relations guys?

Recently my partner who is a Caribou Coffee Member, and I went to the Civic Center location one evening and ordered 2 espresso coffee served in mugs, with the steamed milk in a separate mug. The young barista whose name I later found out is Siera took our order. She filled our order and gave us paper cups. It is important to us to have coffee served in mugs. When addressing this, she remade the coffee and did place it in mugs. At this time she handed me a paper cup with milk. I asked for the milk in a mug. At this time she raised her voice, shouting so as to alert all of the other customers, and shouted at us, "I AM NOT GOING TO WASTE A MUG ON YOU!". I was shocked, and asked to talk with the manager. She then informed us that she is the manager. After drinking my espresso, and thinking about this encounter, I became more and more concerned about the lack of training and her insulting comments. Shortly, a staff member came to our table and apologized for her, and said she has had a bad day! I am a 77 year old, professional and certainly do not deserve to be addressed in that manner. Before leaving that evening, I asked to speak to the manager, she came out and I said she had one last chance to apologize before I left. She said she was sorry for what she had said. That was a good beginning, she however needs to attend training seminars in public relations and customer service.

After recently moving to Rochester, we have visited most all of the Caribou Coffee shops in the area, and decided that this location and OTHER staff have been pleasant. We have afternoon/evening coffee there most days because of the comfortable setting. When returning to the store, Siera is generally there, either working the counter or drive thru. When she spots me/us entering, she quickly disappears into the other room so as not to see or talk with us. If I could give high grades to the other Staff I would. If I could give the manager a grade she would be returned to the...

I usually order from the other Caribou by my work but yesterday morning they were out of lemonade so I came to this location by my house. I order the same thing everyday from the other location and they make it right all the time. Yesterday (around 9am), I ordered the same thing but when I got it, they didn’t make it the same way the other location did. Pulled into the drive thru again and they said they would remake it, only for it to come out tasting worse than the first one they served me. So, I parked and went inside. When I got inside, the girl who was making the drinks told me “we can give you a coupon for a free drink and you can go to a different location and have them make it for you”. Horrible customer service ever. Not only did I have to come back 2x but she suggested I go out of my way because she couldn’t make my drink the way it’s supposed to be made not once but twice! Third time, she finally made it right! So, my question was “what was so hard about making it right the very...

I just used the drive through. When I went to hand them my card, they stuck an obnoxious device out the window with a CC reader on it. It was super obnoxious angle to get my card into it and the whole time I'm wondering why this is even a thing when everyone else just takes your card and runs the payment? Turns out they do this because they wouldn't be able to beg for a 15% tip at the end if they had just taken the card. This is more and more common at these chain store that pay their workers garbage wages, subsidized by people's tips who feel guilty not tipping when it is awkwardly forced upon them. I will not be returning. I'm happy to tip in a sit down environment where a service is provided, not a black coffee that's been poured that was already made ahead. This is a predatory tactic by these garbage corporations preying on the kindness of...