Beans & Brews

Reviews 4

BE

Bethany Whited

Worst customer service I have ever received. After ordering four drinks for my coworkers and tipping the crew a $3 tip, I left to drop off the order for my team. On my way to my place of employment, I realized that one of the drinks was meant to have a milk alternative put in the drink because the person having said drink was lactose intolerant. After dropping off the drinks that were good, I headed back to the Beans and Brews location to hopefully get the drink remade. Once I was at the store again, I explained what happened to the girl that was ringing me out and asked her if there was anyway that I could pay the difference for the different type of milk. She seemed to be new and turned to a lady who was standing a little bit further back to ask what to do. The lady asked for the type of drink that I had gotten. Once she realized what it was, the lady looked at me and said, "theres no difference in price between regular milk and coconut milk." I looked back at her and said, "okay. Well can the drink be remade then?" She responded with, "mochas are a very expensive drink to make." And then stared at me. I looked back and said, "are you wanting me to pay the full cost of a brand new drink?" And she responded with, "well, if it was our fault that we put the wrong milk in there, we would happily remake it. But seeing that you ordered the wrong milk, its on you." I was in such shock that she was actually wanting me to pay full cost for a brand new drink, after I had just spent $20 at her store, including a tip, that I responded with, "you know what? Dont worry about it." And immediately left. The drink was not consumed by anyone. And a $7 drink was poured down the drain. Feeling so flustered about the experience, I called the number that they have for their customer support line. It took me to a voicemail box where I had to leave a message and hope that someone would call me back. After a few hours I got a call. I was working at the time so I was unable to answer. But a female named CarrieAnn called. Today, I was able to call back. As I was explaining my experience to the person on the phone, who I thought was a customer service representative, she cut me off mid sentence and said that she was the lady standing behind the counter who had told me the drink was too expensive to remake. She told me she owned the store. And then continued to tell me, yet again, that it was my fault I didnt ask for the correct milk. I was baffled. She owns the location. I asked if there was anyone above her that I could speak with. This is not how you treat a customer. Continually beating them down and telling them that they are at fault for forgetting one tiny aspect of a four drink order. She proceeded to tell me that she owned the location. Its a franchise. There is no one above her. She claimed to have misunderstood what was happening and tried to retell what happened at her location as to make herself look like she was in the right. I tried explaining my side of the story again, and she cut me off, again! I asked her to stop cutting me off so I could finish talking but yet she continued to interrupt. Finally, once she had finished telling me, for the fourth time that I was in the wrong, that it was my messup and that I needed to pay for the drink, I explained to her that this is not how you treat customers. She owns this little location. It should be her pride and joy. She should be the one setting the example for all of her employees how to treat customers. She should be the one making people WANT to give her staff tips. Not running customers out of the door. Throughout the entire phonecall, she did not apologize even once. She continued to stick to her guns and say that I was wrong. Which, she wasnt wrong. I forgot one detail. And because of that, the drink was not consumed. I had to go elsewhere to get a replacement beverage. But this is not how you treat a customer. Let alone another human being. If I could give this location zero stars, I would. But google doesnt allow that. I hope this location continues to lose business.

JP

JP Ferry

You know I try and try to give this location a chance, its really close to my work but for some reason they cant seem to make a simple tan mocha. I can go to every other Beans and Brews location but this location cannot seem to do it. Not only that but Ill order a breakfast burrito and it will literally take them seriously 20 minutes. Theyre not making it from scratch. I mean really it tastes like its a microwave burrito but Im still willing to pay for it. But they take way too long. I never get an apology they always use the excuse that over so busy but three cars in front of me is not busy. I think I will just have to boycott the location. I like the franchise I really do. And I do not ever want to support Starbucks because I think their food and coffee just sucks in general. But this location is a really bad location. I dont know if the employees or what but this is one that I will not support any longer. Thanks anyway though.

R.

R. Allyn

It was an ok place to stop after fighting all the traffic. It was quiet and clean. The staff was friendly, there was a pleasant area to sit outside and the place was reasonably accessible and parking was fine.. The restrooms were clean but required a key obtained from an employee; not exactly convienent but tolerable. Unfortunately there were numerous signs proclaiming restrooms are for paying customers only. I feel that an establishment that posts signs like that must look down on their customers because people already know if you use the facilities that business provides then purchasing something at that establishment is appreciated. Beans and Brews assumes you know you have to pay for the items you ordered - I did not see any signs reminding me that i have to pay for my coffee. As a consumer, i prefer to spend my money where customers are respected rather than lectured. If I need advice on etiquette Ill ask Ms. Manners.

CA

Cassie Jacobson

**update** it has been 18 days and still no refund. My 5 dollar drink cost me 15.00!! Do not go to this location! I had 5 dollars off a drink due to my b&b points, they scanned my app at checkout and the kid (Im assuming hes new, he got one of my drink orders wrong 3 times) gave me my receipt to sign and it was the full amount of 9.52.. I asked why its showing the full amount when Im supposed to get 5.00 off and he says cause thats the amount before the discount.. he gets a manager and she voids out the first order and just charges me the 5 dollars I was supposed to be charged (I bought 2 drinks).. I left a tip and was on my way.. its been 10 days since, and I still have not received my refund! I talked to the manager and she says it will show up when it shows up, and was no help at all!! Avoid this location, they are terrible!!