Black Rock Coffee Bar — Restaurant in Vancouver

I shop at Black Rock all the time, I spend countless amount of money at this place.

Normally I get outstanding service from any location I go to. Doesn't matter what state!

But I used my free coffee this morning and my dog kicked my coffee all over my car. I pulled up to this location and showed them the video of my coffee flooded car and asked if they could help me replace the one free coffee I had to buy 10 coffees to build up to just to get. Karigan the barista was so empathetic and sweet, but when she asked her manager RANDY ( the regional manager) if they could replace the coffee, RANDY said no. Because there was no proof although I showed them a video of it happening just moments ago?!

You guys have access and can see that I just cashed out on my points this morning. You can see my account, see how many points I have, don't understand how much more proof you need. I didn't keep the sopping wet sticky cup in my car when I cleaned the coffee?!

Like you guys would think that customer service would be your first priority. Especially a regional manager. Very very disappointed. She made me feel like I was lying or something. If that's the regional manager y'all need to really reassess who you're hiring for those positions because customer service should be your number one concern.

This is the worst service at Black Rock especially if that's the RM I will never be coming to this location again.

I understand that the circumstances were nothing of their fault but the fact that somebody is struggling and just needed that free coffee and spent so much money to get that free coffee, it really just got wasted... All my points... Gone.

I would like to say thank you to Karigan for your sympathy I could tell that you also thought I deserved that coffee...

New rewards system really sucks. I’ve been signed up 3 times now and nobody can ever find my “rewards”. I was first signed up when I had 9 punches on my card then was told they were added to my account, which come to find out you sign up with a phone number and I was never asked for one. Second time I was made a new account but the girl working could not comprehend my phone number no matter how many times or how slowly I told it to her, so I finally gave up. Third time is under my right phone number but all I really wanted was the free drink. I work hard and like to treat myself every once a while to a coffee and it’s nice knowing that you’ve got a free one soon and now to not even be able to use it because there is “no proof” I had a card with 9 punches and I don’t have the time to continually drive there during the day and hope I come across the girl who originally signed me up is ridiculous. Keep things simple. Punch cards were simple. Not everything need to be done by technology. The coffee here is good, some of the people who work here.....

Just left after a FORTY minute wait in the drive thru. There was one car in front of me. I know she ordered multiple drinks but it was still less than 5. I wouod have left sooner but there were cars behind me. Eventually every single car backed out of the drive through and left. I'm not sure if the employee was working the entire store alone (in which case shame on management for not scheduling appropriately) or what, but I have never ever waited 40 minutes with only one car in front of me anywhere. If you have one employee, then shut down the lobby and have only one stream of customers in the drive through. And if you take 40 minutes to make 5 drinks, none of which were blended (all basic iced so no steamed milk either) then you probably shouldn't be allowed to work the store alone or at a busy time. Terrible service. Backed out of the drive through and went to dutch instead. Three cars in front of me and I was still out of the line in less than 10 minutes WITH my drinks. This location has gone...