Typically, my fiancé and I always have such a wonderful experience. Delicious drinks made by baristas with spectacular customer service skills. However, today was different.

We usually walk up the hill to this beautiful coffee shop and it’s always worth it. Today, we did the same and it was fairly busy (of course , it’s Saturday so this isn’t surprising). We didn’t mind waiting for our drinks at all because, well, it’s usually worth waiting for.

I didn’t love that my fiancés drink came out first just because was a simple cup of coffee as I’d like us to be able to drink together as part of the experience. I feel like if you have a long line of orders in front of you, take care of those first so that not everyone is drinking/finishing their drinks before others in the group (this could be a personal preference but I digress).

So, I did end up waiting around 15 ish minutes or so for my order (which again, I totally get the chaos of weekends). I asked for my drink to be iced and unfortunately, it was made hot. My fiancé approached the counter letting them know so that they could either remake it, or at the very minimum, give me a bigger cup of ice to poor it over.

Instead, the barista who made my order, walked away with my drink and started to drink it. I figured maybe she needed to take a minute and if my drink was being remade by the other barista, then I guess the mistake drink was not being wasted.

I watched as the other barista continued to prepare other orders for another 15 minutes. I sat there confused thinking that my drink would be remade instantly.

We walked to the main counter (not wanting a remade but wanting a refund) where you place your order and let the original barista know that we still hadn’t received our order but before we could even finish, she turned around and started talking this issue through with the other one (I don’t want to give away names).

I kept trying to interject their conversation to explain what I wanted and when I was finally able to get the words in, she told the owner that we wanted to “cancel the order” as if we were just being impatient, not the fact that she had already made the order, but just didn’t remake it. I feel like this shows the level of integrity of owning your mistakes. It was really disappointing.

I did correct her of the situation to the owner and he was very quick to fix the issue. He was extremely kind and thorough as he was trying to find our original order, unfortunately, he wasn’t even able to find it but did give us a gift card. He was super apologetic and we just want to say how much we appreciate his customer service.

This review is not meant to detour anyone away from coming here. Please do! It’s so relaxing and beautiful. The staff usually are absolutely wonderful and helpful. I think this was just a once off but this is also to just say hey, don’t be afraid to ask clarifying questions to make sure things are heard correctly. If you can, fix any errors with urgency. Own your mistakes, don’t use blaming language towards your customers. I was a server for years so I totally get it. Show yourself grace, take breaks when you need to, etc.

But yeah, like I said, we’ll be back because we love this place. It’s just those learning / teachable moments we need to take advantage of sometimes. Opportunities are always there to improve. Especially when you care.