Beans & Brews Coffee House — Restaurant in South Jordan

Worst customer service I have ever received. After ordering four drinks for my coworkers and tipping the crew a $3 tip, I left to drop off the order for my team. On my way to my place of employment, I realized that one of the drinks was meant to have a milk alternative put in the drink because the person having said drink was lactose intolerant. After dropping off the drinks that were good, I headed back to the Beans and Brews location to hopefully get the drink remade. Once I was at the store again, I explained what happened to the girl that was ringing me out and asked her if there was anyway that I could pay the difference for the different type of milk. She seemed to be new and turned to a lady who was standing a little bit further back to ask what to do. The lady asked for the type of drink that I had gotten. Once she realized what it was, the lady looked at me and said, "there's no difference in price between regular milk and coconut milk." I looked back at her and said, "okay. Well can the drink be remade then?" She responded with, "mochas are a very expensive drink to make." And then stared at me. I looked back and said, "are you wanting me to pay the full cost of a brand new drink?" And she responded with, "well, if it was our fault that we put the wrong milk in there, we would happily remake it. But seeing that you ordered the wrong milk, it's on you." I was in such shock that she was actually wanting me to pay full cost for a brand new drink, after I had just spent $20 at her store, including a tip, that I responded with, "you know what? Don't worry about it." And immediately left. The drink was not consumed by anyone. And a $7 drink was poured down the drain. Feeling so flustered about the experience, I called the number that they have for their customer support line. It took me to a voicemail box where I had to leave a message and hope that someone would call me back. After a few hours I got a call. I was working at the time so I was unable to answer. But a female named CarrieAnn called. Today, I was able to call back. As I was explaining my experience to the person on the phone, who I thought was a customer service representative, she cut me off mid sentence and said that she was the lady standing behind the counter who had told me the drink was too expensive to remake. She told me she owned the store. And then continued to tell me, yet again, that it was my fault I didn't ask for the correct milk. I was baffled. She owns the location. I asked if there was anyone above her that I could speak with. This is not how you treat a customer. Continually beating them down and telling them that they are at fault for forgetting one tiny aspect of a four drink order. She proceeded to tell me that she owned the location. It's a franchise. There is no one above her. She claimed to have misunderstood what was happening and tried to retell what happened at her location as to make herself look like she was in the right. I tried explaining my side of the story again, and she cut me off, again! I asked her to stop cutting me off so I could finish talking but yet she continued to interrupt. Finally, once she had finished telling me, for the fourth time that I was in the wrong, that it was my messup and that I needed to pay for the drink, I explained to her that this is not how you treat customers. She owns this little location. It should be her pride and joy. She should be the one setting the example for all of her employees how to treat customers. She should be the one making people WANT to give her staff tips. Not running customers out of the door. Throughout the entire phonecall, she did not apologize even once. She continued to stick to her guns and say that I was wrong. Which, she wasn't wrong. I forgot one detail. And because of that, the drink was not consumed. I had to go elsewhere to get a replacement beverage. But this is not how you treat a customer. Let alone another human being. If I could give this location zero stars, I would. But google doesn't allow that. I hope this location continues to...

I would first like to say that I ordered from the 675 W 10600 S South Jordan, UT 84095 location but it is the corporate location that is not responding to emails or calls. ( 8619 Sandy Pkwy STE 110 Sandy, UT 84070-6404 ) I placed an online order on 01/10/2025 for a Buzz Box Hot Coffee for a work meeting for my boss for $14.56. I went to pick it up at the store location and I decided to order my own personal coffee on my own card which was $5.14. I then get back to work and noticed I got a notification from my credit card saying it had a pending charge of $20.78 ( which did fully go through and charge me that day ). I called the store immediately to let them know and they said they issued a refund and if I didn't get it within a few days to call back. I didn't get the refund so I called back and they took down my information to give to corporate and said they are 'really' good at responding within 48 hours but If I don't hear anything from them to call corporate myself, which I did and have yet to receive a response. It has been 1 day short from 2 weeks now and this is unacceptable and I am still owed money. I understand this was an honest mistake however it shouldn't take this long to get the issue resolved especially since I have the store employees saying that they probably aren't responding because they don't see it as urgent or important because it doesn't effect the look of the company. Funny when it's not your money you're owed that it's not urgent. I would highly appreciate if this was...

Beans and Brew is my absolute favorite coffee shop, however this location is mediocre at best! I’ve been coming to this location for over a year now and have had my coffee taste burnt at least a dozen times, my breakfast sandwich (absurdly overpriced!) messed up about 5 times, and on multiple occasions the rewards system is down and they offer no compensation. For someone who visits beans and brew 3 or more times a week, the rewards points are very helpful, and to find out that my $12 order doesn’t count towards my points was rediculous, not to mention it’s happened twice this week alone! That isn’t even the worst part I haven’t even gotten to how rude and inconsiderate the employees are! They are judgmental, inconsiderate and constantly gossiping about the previous customer. I’ve never ever seen them smile or be courteous to a customer, for all of these reasons I went to a different location last week, so pleasantly surprised by the service I asked the employee what made this store so different than my usual location in South Jordan, she simply said different owners. So to the people st the corporate offices, go there yourself and see the terrible customer service, then let me know if you really think that location should still be open! I doubt I will ever return to...