Big Mug Coffee Roaster — Restaurant in Santa Clara

I would give 0 star if I can! I will never come to this place again. The Asian barista, Rebecca (got highlighted yellow hair), if I heard her name correctly, showed very bad attitude and rude to us. The thing is that we ordered dine-in glassware and they gave us paper cupped coffee. My husband went to ask why, they said their mug used up. However, i saw the barista was making a coffee in a mug so I went up to ask why, She said this was for a regular customer and cuz my husband was RUDE! My husband did nothing but asked her why we got paper cup instead of mug and we said nothing after she said mug was used up. Why is he rude? She refused to explain why she thinks my husband was rude and refused to talk. She treated new customer and regular customer (maybe she knows?) differently and is this fair? I would never come to this place anymore and will tell my friends this story and ask them not to come! BTW, I read some reviews about this place and found a lot of bad reviews of this Asian barista, she really should be fired because of her rude attitude!!!

Updates: Seems like I can't reply the management team‘s comment. With regard to my above review, yes, the manager did offered me new dine-in mug, refund and thanks. But the barista’s attitude really ruined my brunch experience here. My point is that : That barista said they ran out of mugs while she was making coffee with a mug for a so-called “regular” customer, fair? Why you don’t buy more mugs so it’s enough for everyone? That barista showed really bad attitude and said my husband was rude without explaining why, you can always get the surveillance video and check about my husband’s attitude and words. I'm not yelling at her, the whole thing is not about the mug anymore, it’s about her slandering my husband’s personality. I kept asking her why she said my husband was rude, I raised my voice because she ignored my question, refused to explain and kept doing other staff and leave me there very embarrassed, ok? A lot of one-star reviews about your staff rude attitude and bad customer experience, you really should think seriously and...

A treasure!!! A must find!! More welcoming & inviting than Starbucks!

There were lots of customers present but it wasn't overcrowded. The beautiful smell of coffee was very invigorating & memorable. The customer friendly personnel was an added bonus. Not to mention, the presence of life, not the motion of life, but life itself was very prevalent and all around you. There was lots of laughter & warmth present; as well as, an atmosphere that was both peaceful & calming. Plenty of seating was available for everyone inside/out and a clean bathroom on-site (accessible by code).

Worth mentioning - the young lady who took my order didn't rush me even as a line of locals grew behind me. She spent an extra minute with me and answered all of my questions. She helped me decide on a hot Carmel Macchiato. I explained that this was my first time here to Big Mug Coffee Roaster. She said she understood as I was comparing the selection of drinks to Starbucks. She stated that she used to work at Starbucks. She also told me, "hands down that their Carmel Macchiato was way better than Starbucks". She was definitely right about that. She was professional, engaging, believable and pleasantly friendly. Her smile and confidence were an added blessing to this beautiful experience.

The cherry 🍒 on the cake was when I came out of the bathroom, the young man who was making the coffees handed me my coffee with a smile. Wow! What a great experience this turned out to be.

Too often, business personnel rush you through saying, "NEXT" ie - Starbucks, Peets, McDonalds, Carl Jr., etc...; but, not here. Big Mug Coffee Roaster made me feel wanted, welcomed and appreciated!

Thank you for the feel good feeling and great service. I...

Every so often, I forgo my coffee machine at home and stop by Big Mug. As soon as you walk in, you're met with a wave of aromatic coffee scents and the typical noises heard in a cafe as popular as this one. The atmosphere is relaxed with the store layout so open, thanks to the clever way they arranged their furniture and signature pieces on the wall.

My go-to drink is the iced mocha. I also occasionally treat myself to their honey garlic bread, which perfectly blends the sweetness of honey with the saltiness of garlic seasoning.

Another notable thing about the cafe is the workers. Just today, I went made a pitstop after my morning class to satisfy my coffee craving. While waiting, I had to step outside to make a quick call. I think someone may have accidentally taken my drink because when I came back in, my drink wasn't ready. At this point, it had been roughly 10 minutes since I ordered and I knew there weren't any orders ahead of mine since the line formed right after I came in. I asked about it after waiting another five minutes. They were incredibly apologetic even though it wasn't their fault and quickly made my drink. This is what you call exemplary service.

tldr; five stars for the delicious drinks and food, the nice employees and the...