Black Rock Coffee Bar — Restaurant in Southlake

I recently picked up an order this morning and once again experienced extremely poor customer service at this establishment. This is not an isolated incident, as I have been consistently disappointed with the service here in the past. Today, I was served by a young Asian lady who seemed more interested in preparing multiple drinks than attending to my order. After waiting for an unreasonable amount of time, I had to seek out another employee for assistance. Only after requesting to speak to the manager did I finally receive my drink, with the employee displaying a smug attitude throughout the interaction.

I made it clear to the manager that this type of behavior is unacceptable in a restaurant customer service setting. I understand that the manager may be inexperienced, but it is crucial for him to address issues like this promptly in order to maintain a positive reputation for the business. I could have easily escalated the situation and shared my negative experience on social media, which would have been detrimental to the establishment.. The next dissatisfied customer just...

Update on Previous review: thank you for acknowledging the mistake and taking care of us on my next visit. Up and beyond management. Thanks for the excellent service and making it right. Will Always be back.

Ever since opened, I’ve been a customer, earning enough points for weekly free drinks. You took me from Starbucks and 151. But lately, the quality ordered had been subpar and incorrect. I usually come inside to order and when I order customizations and watch one of your employees (repeatedly) make my order wrong is disappointing. Why do I bother customizing if not following directions. The sad part is when I bring it up during this person making my drink, your cashier confirms with the person and without a blinks lies to their face that it’s correct, even after I just watched it being made. Your kind of establishment should stick out but now you are no better than others which is sad because I go out of my way to come there. 151 is closer to me and looks like I don’t think I’ll frequent as much. Today was the last straw....

We go regularly and have never had any issues until today. Ordered through the drive through and upon getting our order we were charged inappropriately and our order was completely messed up. When reviewing with the woman at the window she initially said ok I will refund you but then changed her mind and charged us after speaking with “manager” for the kid size hot chocolates. The original cost was not refunded (was told the receipt system was having problems for weeks), despite showing the receipt that indicated we were charged twice. To make matters worse upon leaving the drive through the iced latte ordered was not even what we asked for. Because of the hassle we didn’t bother going back to notify staff. Most places when a mistake is made will not charge again and are kind. The expressions of staff were unfriendly. We have never experienced this and it really deters us from...