Cozy Coffee Co — Restaurant in Westminster

ETA: please see their response below as all the proof you need of their bizarre customer service 🤣

Love the ambiance of this coffee shop - it’s super cute and comfortable and looks very welcoming on the surface. My partner and I go there occasionally to work for an hour or two, but the past few interactions with their staff have been extremely weird. Note, we always buy at least 2 drinks (often more, we love coffee) and 2 items of food, even though the gluten free selection is minimal, so we’re not just squatting there without buying anything.

During one visit, I had stepped outside to take a phone call (as it was loud inside) and was sitting at a table outside. One of the employees came out and told me those tables were only for customers, to which I told her I was. She then asked for what I ordered and looked it up on their system to verify, even though I had ordered my drink directly from her only ~20m prior. Also to note, all of the outside tables and at least half of the ones inside were empty, so it’s not like they had people waiting for space which could justify that interaction.

At another visit, there was a constant stream of people using the bathroom, to which you need a key. After about half an hour, my partner was finally able to get the key to use the bathroom. After a few minutes, a woman complained about the bathroom line, at which point a staff member unlocked the bathroom door without knocking and walked in on my partner. Note, the key was clearly gone from the counter, so one could easily have deduced that the bathroom was in use.

We really want this coffee shop to succeed, it’s very cute and we love that it’s woman-owned. But their adversarial approach to their customers is bizarre and needs to change.

Editing to respond: lol I’m disabled, I can’t sit on a chair for longer than an hour or two at most without having to lay down. So your claim I was there for 8 hours? Nah. Not even physically possible for me. Nice try.

in regards to the “polite request,” my coworker said, “wow what was their problem?” after the interaction just from hearing it over the phone. So, that was interesting to explain to them.

and lol a second time, because you literally walked in on my partner pooping in spite of him yelling that someone was in there. Hope you enjoyed the view 👍

Look, I was a barista for quite a few years in downtown Denver. I met my partner when I was a barista (he thought I was flirting with him because I remembered his drink). I was once pinned up against a wall by a dude 3x my size at 530am while my coworker was frantically filling a carafe of boiling water to rescue me because security wasn’t there yet and she was even smaller than me. This job is not easy. But treating your customers this way...

I had two amazing experiences during busy weekdays, then a disappointing one on a Sunday morning. The staff has generally been cordial.

Each visit, I ordered a Flat White. The 1st two times it was made “perfectly” to my expectation and quality. The pastries were fresh and delicious.

The Sunday morning (3/23/2925) visit was an extreme disappointment. The steamed, whole milk was not smooth, which happens when it is not stretched, which allows the air bubbles to integrate and mix consistently. The milk was hot and too liquid.

When I complained, the kind barista remade it with more “froth” and instructed me to order it “cappuccino” style next time.

When drinking, I noticed more froth on top, but the same, thin liquid consistency of hot milk.

When I went to get my 2nd Flat White to go, I noticed a manager there. So, when the barista asked me if the redo was OK, I mentioned that it was still thin, not stretched. She told me that their Flat White is different than Starbucks. Since I do not drink Starbucks, I stated that, in front of the manager, and said that a Flat White is simply: steamed “stretched” milk with ristretto espresso shots. I did not specify the volumes of each, which also matters.

The manager, apparently unamused, dryly indicated a chart at the cashier counter with descriptions of various espresso drinks. The flat white shows steamed milk & espresso in proper proportion, but no mention of ristretto shots.

The barista was genuinely trying to please me as a customer. She made my “to go” with more “froth”. The steamed milk was not properly stretched or smooth. I cannot blame her in any way for the incorrect training and guidance of this establishment.

I left and do not intend to ever return. Since I had noted this as my go to coffee place in Colorado, I had already saved the location in my Contacts and GPS. I will now...

TL;DR - Not a good environment (atmosphere is good if you don’t deal with owner) due to owner/staff and very expensive (even for a small local business) Decor is seating is above average, but you really pay for it, and zero/negative customer service and general bad vibes from owner

Have been here a few times, and I would LOVE this place to be great, definitely need a great local coffee shop in Orchard, but it falls short on 2 fronts

Cost Atmosphere from owner (and some staff)

The cost is significantly higher than it should be (please also note other reviews with same sentiment) in comparison to other local, locally sourced coffee shops, for what is not exceptional coffee. Sure, I would expect to pay higher, but this is ridiculous. For example, $2 for an extra shot off coffee. I ended up paying $7 for a small (6oz - I like the size) double latte. I was gobsmacked. And at that price, I imagined the taste might be breathtaking and make it make sense. No. It was average to below average.

Secondly, the owner exudes an incredibly unwelcoming vibe. And although the decor is great, and seating is pretty good, her vibe turns you off before having a seat.

Had an issue with my order, where she had to come to the register. Zero acknowledgement, zero apology, just what appears to be her signature scorn.

Part of the value of a local coffee shop is the owner and their welcoming and ‘cozy’ local neighbourhood vibe. The other young staff seem to do a decent job at being welcoming, but in a situation like this that the owner should at least not be a grinch. Not just one time have I observed this.

This place could be really amazing, and I honestly wish it was, but it falls SO short in a couple of ways.

Unfortunately, won’t be back for a while. I can only hope the place becomes a little more cozy, with prices a little...