Onyx Coffee Lab - Rogers HQ — Restaurant in Rogers

Lengthy review because I live and believe in Rogers. Please visit! Keep in mind: I remember when Andrea and John/Jon (sp?) opened up in the old Arsaga's in Fay. I spent my teen and college years frequenting their shop, so was nervous about this new takeover. Andrea ended up being nothing short of a lovely human, and I've been rooting for them all along. That said, I don't normally spend the time or effort to write a review, but after a recent visit I feel compelled. Walked right up to the counter and ordered 2 black/iced Americanos. The person working the counter was unfriendly and seemed short tempered. As if that wasn't enough, the wait time is the main issue. I'm always willing to pay a price for quality, but spending $12 AND waiting probably 10 minutes for coffee is absurd. There were maybe 10 people sitting around on laptops and 5-6 employees behind the counter. As for the product, decent americano-a little acidic/coppery, but still good. To keep myself honest and in touch with the ways things are, I went down the road and ordered from another coffee shop today and had my americano in under a minute. Furthermore, after writing a nice critique on their social media post today, their "spirited" fans came after me, calling me a "Karen" and private messaging me to belittle me. That is a shame because no man is an island, so I know others must experience the same thing at Onyx but are afraid to proffer up friendly consumer advice for fear of having people attack them for stating their opinion. I have resisted feeling like this place is just another hipster blowhard coffee shop, but the lack of customer service and the general atmosphere has completely turned me off to Onyx. I grew up in Rogers and decided to move back and now live right down the street. The Dollar Saver building was a part of my adolescence, so I admire their preservation efforts. However, I think it is time to do some inward looking at how your business is affecting long-term Rogers residents. To me, friendliness probably would've made up for the long wait and price; a simple "so sorry for your wait" may have been the general acknowledgement that made the difference. Also, are there any "higher-up" types working the floor, keeping the front of house honest? It seems like they don't have a stake in the business and their bad attitude shows that. My husband owned a restaurant/patisserie before and commented how he would be taking serious effort to train the employees to show more care to the customers who keep...

The space was nice, almost overly nice, felt kind of sterile in the space though and I left because the energy was off…The coffee tastes funky and leaves a strange aftertaste in my mouth, almost like the coffee is stale or something. It almost tastes like they roast it with hops, which gave the coffee a nasty taste in general. I was going to purchase 2 lbs of Espresso beans, but once I saw that the price was ~$59+tax I put it back. After tasting the espresso latte I purchased, I’m glad I did too….. I can purchase LaVazza Gold Espresso beans for $35 for 2.2 lbs and it tastes much better in my opinion. No strange, stale aftertaste like the Onyx espresso beans

The service was pretty good as the cashier was nice, but they forgot to put a stopper in the top of my coffee drink and the drink is cold now. Also, they didn’t let me sweeten or add things (cinnamon, cocoa, cayenne, etc.) to the drink myself. They also don’t have soy milk. This resulted in a drink that was entirely too sweet and not made the way I would have made it myself.

This place was just a let-down in general. By comparison, I purchased my first breville espresso machine for $699 new (you can get them used for $200-$300), and it makes a better drink the way I prefer. If I paid $5+ tip for every drink I bought at Onyx, let’s say $6.50, then first (new) espresso machine + 10 lbs of Lavazza is paid for after 134 days …If I purchased our 600 coffee drinks/year for my girlfriend and myself at Onyx, that would cost ~$3900!!! Do the math.

Do yourself a favor, purchase the nice Breville Oracle espresso machine with the dual boiler ($1500 when I bought it on Black Friday last year), change out the plastic shower plate with a metal one and buy 10 lbs of Lavazza Gold Selection beans and make your own coffee concoction…. and never come back...

Onyx Coffee is my favorite roaster of all time; I have spent what I think a fair amount of money supporting them by ordering online and visiting their locations when I am in town. However, I just had a really frustrating experience while ordering coffee in November. Listen, it was the black Friday weekend, so I can only imagine they were going crazy with business. However, it is now December 15th and I still have not received my order. They said to expect 5-7 days of a delay due to an influx of orders, but we are at 3 weeks which is beyond that period of time. In addition, I went back and forth with customer support via email, and I was reassured my order was going out while I kept seeing tracking as, "label created." I am a loyal and fair customer, but the lack of effort to make this right, followed by an email that indicated I had put the incorrect shipping address, which is why we had this issue, put me over the edge. I have proof that I entered the correct address in my original order and even sent a screen shot. In my opinion, just own the mistake and offer to make it right vs dragging it on and even trying to pin it back on me. Period. Being in customer service, I think there were some simple resolutions that could have happened sooner, but it did not feel like there was any urgency or attention. I understand Holiday delays, high number of orders, etc. I get it, I do, but next time, dive into the order to actually see what the issue is sooner, then offer something simple to make it right, throw in a bag of coffee and expedited shipping and we are on our way. But it took to this point for me to finally see that I have an order out the door...