Beans n Cream Coffee — Restaurant in Sun Prairie

First visit yesterday for lunch. Food was good and coffee was good. Customer service was only mediocre which was really disappointing. The woman at the register was very cold. I ordered an iced salted caramel latte to which she said “ok an iced salted caramel mocha?” which sounded even better so I said sure (I guess it’s possible I said mocha to begin with but swore I said latte). She then said “ok well we only have salted caramel latte or just mocha, they are two separate drinks”. I was puzzled why she even said “salted caramel mocha” to begin with then, even if I did say it wrong at least she could have corrected me instead of confirming I wanted something they won’t make?? 🤷‍♀️ Then I ordered a deluxe burrito with chipotle mayo and sour cream. She asked “salsa and sour cream?” I repeated myself and she said that it doesn’t normally come with sour cream so would be extra. I was really annoyed at that point and I felt like she was being inconvenienced by us coming in. I said just give me chipotle mayo. My mom went on to order 2 more deluxe burritos with chipotle and sour cream. The cashier said “you can only got chipotle with this one, not sour cream”. Why did she tell me it was an extra charge then tell my mom you can’t get it at all? And the menu clearly states for burritos you can add salsa or sour cream for 25 cents. I don’t understand what the big deal was to get some sour cream, and why we one of us was told it’s an extra charge and the other told it’s not an option for the deluxe burrito? My mom has ordered it several times before with sour cream and never been told no as it’s listed as an option on the menu.

Overall the burrito and latte were really good but I definitely won’t go out of my way to go back there. It was a pretty cold interaction and she was less than helpful. Crack a smile once in a while...it might soften the mood a little when you’re telling the customer you don’t offer things that are...

Update: I went back and tried again. I have to say that this time EVERYTHING was fantastic, and I was very happy with the service and how fast everything was ready when I arrived. I did an online order again just to see if I would have the same results, and absolutely NOT. It was fantastic! I know we are all human and we can all have bad days. This owner stepped up and really made up for my bad experience and I gave them another chance and I am glad I did. Thank you!!!

Original Review: I ordered online to pick up at 2:35. I arrived at 2:36 and was told that they did not see my online order and was asked if I was sure I didn’t choose a different location. I knew I hadn’t. He finally found my order and said to pull forward thru the drive thru. I got my drink and waited for my veggie bagel. He came back to the window and said they were out of tomato and was that “okay”. What could I say but “okay” since I had already paid for my food. He brought my bagel to the window and said here you go, handed it to me and shut the window. No apologies no nothing. I mouthed “no apology” and a young woman came to the window and said “I don’t know what the problem is, but you are not going to be rude to me or my co-worker”. “There was a glitch in the system so we didn’t see your order”. I just drove away. Last time going there. Sad, because I really liked their food, but the service there was less...

Changing review to a 3 for a prompt great response from ownership

Once great coffee shop ruined by poor service. Going through the drive through, ask what cookies they have (because I know they are commonly out of a few flavors throughout the day). The person reads off the whole list of cookies, I order a chocolate chip cookie, and a cappuccino. They give me a bag with a cookie that is clearly not chocolate chip, when I said mentioned it was the wrong cookie the young lady replies, "Oh we were out of that so i gave you something else". Clearly this person has never told a young child in the back seat that they would be getting a chocolate chip cookie... Then to top it off she also gave me a latte instead of a cappuccino, but I did not notice until I drove off, dumbfounded by the customer service decision to just give me a random cookie. It amazes me with a wireless headset they were unable to walk the 10 ft to the shelf and see which cookies actually existed.

My guess is that its hard to train good workers when its a new face every time we drive through.

This place used to be our favorite coffee shop, but the poor service really makes it hard to stop here..... I really hope they can turn this around, or at least start making...