Gold Cup Coffee House — Restaurant in Vancouver

UPDATE* I have updated what transpired in my review and my friend has now been given a refund for her $4 coffee, which I'm happy for. However, It wasn't about the $4 it was about the customer service. When she brought the hair in the cup to the managers attention, she didn't want another cup of coffee because she was so grossed out. The hair wasn't discovered until she drank 1/3 of her coffee, and the hair was one the side she was drinking which was why she was grossed out. The attitude of the manager to both of my friends is what was disappointing.

I was VERY disappointed with the service here. They truly missed the meaning of customer service!! I was meeting a group of friends (total of 7) for coffee. As I was talking with one of my friends, I noticed she had a black hair on the inside of her coffee cup about 4 inches or so in length. She almost threw up when she saw it. My friend has short blonde hair, our friend sitting next to her has long blonde hair. I have long brown hair.

My friend went up to the counter to ask for a refund. She showed them the hair that was in her cup. Their response "You have a lot of women sitting at the table, how do you know it's not their hair" My friend politely responded "They don't have black hair and they're not hovering over my coffee" They refused to refund her cup of coffee and did offer her a new cup. She was so grossed out from the hair, she didn't want their coffee. Now, mind you...it was a $4 Americano.

I hope this review will be reviewed and management can remind their employees what customer service means. Unfortunately, they left my friend feeling embarrassed for even asking for a refund coffee.

I ordered the avocado toast and it was really good. However, due to their lack of customer service, I will not go back!

update I just found out another one of my friends spoke with the manger and explained how she made our friend feel. She was rude to her AND apparently, it was the same manager that my previous friend spoke to about the hair. How VERY sad! I totally get having a bad day. We are going through crazy times. IF my friends were rude, I would almost understand. However, when you're in management, one of your roles is customer service and taking care of your customers, not making them feel bad. Gold Cup lost our business and a lot of our friends will not go back. I hope $4...

Highly recommend the golden latte! It's not overwhelmingly sweet but it is on the sweeter side. The brown sugar and clove latte was good too, a little gentler on the sweetness, but my boyfriend and I agreed we both liked the golden one more. I'm excited to come back to try the rose latte!

We also ordered the lox bagel, which had me with the pickled red onions, as well as the lil honey breakfast sandwich. We both really enjoyed both! I'm not usually one to get lox since it's so common and easy to do at home, but this one is specifically very well balanced and you get occasional bites with a touch of sweetness that is just very pleasant.

Of course I can't end my review without mentioning how sweet our cashier was. She was very patient and helpful to our confused selves, who not only haven't been here before, but also behaved as though we have never ordered anything in our lives before.

We will definitely be back!

Edit: we've come back many times since and need to elaborate a few things I find important. Their oat milk substitute is $1.25, the highest I've ever seen at any cafe. This really makes me hesitate coming here. For two small oat milk drinks, our bill was above $12. If you're the type to like getting a coffee and refill it at a cafe throughout your visit, notice you'll have to buy a new one each time you want another coffee.

In a car of 6, most of us couldn't finish half of our drink before needing to stop due to the high presence of caffeine. I call this a supreme win!

We've tried their espresso alone previously in the morning and it did not taste dialed in. We've started to notice this in their lattes as well. In our latest visit, the latte tasted especially bitter. We asked for a replacement and got something very similar. It was 1pm so I suspect they do not clean their machines as regularly as they should. I wouldn't consider this specialty coffee but it's probably the closest you'll get on this side of the river.

Vibe: 5/5 Staff: 5/5 Creative drinks: 5/5 Espresso quality: 2/5 Price: 2/5 Caffeine presence: 5/5 Product Consistency: 3.5/5 (they do weigh almost everything, so points were lost elsewhere in the process)

True review ~3.5⭐

"I've never loved and hated a coffee shop as much as I do this...

I love their coffee but kind of pricey

Update: Been a daily customer for over 6 months now. But had to stop going due to their lack of professionalism and capabilities. 1st incident I ordered my sister and my self a coffee. My sister coffee had a hair. I went back to let them know and they didn’t replace for free. I had to pay for the new one. 2nd incident I ordered a caramel white mocha and got a hot chocolate. Took it back and again, had to pay for their mistake. I told the gal it couldn’t be my fault because I order the same thing every single time and she didn’t not care. Only told me that I have to understand that there is new people that don’t know. 3rd incident I got an avocado toast and the bread was not toasted. Who know if it was in spite of the hot chocolate because it was the same day.

They need to take ownership for their mistakes and be accountable. Also extremely slow considering they are not too busy. If they want their business to grow they need to change some things. Because they coffee and food is good.

Now I just need to find my self another coffee shop.

Thank you for finally responding to my review.

Like I said same thing for the owner not taking no responsibility and not bothering to apologize. I inclusivity left a voicemail as soon as i got my untoasted avocado toast. Never got a call back and no my coffees where never remade as a courtesy after your shops mistake. If that’s what you are preaching please talk to your staff for them to practice it. I don’t mind mistakes I know “we are human” the problem is not taking ownership and doing what’s right.

As a business owner I recommend you take your reviews as feedback and make room for improvements. And not...