Apparently The Coffee Bean and Tea Leaf has a new policy. It goes something like this -- we'll take your money but we get to keep it and you get nothing in return.
The other night my daughter met her girlfriend for coffee at her favorite coffee establishment -- The Coffee Bean. Before she left she asked if I was in the mood for a vanilla latte. Of course, my answer was yes at which she said, "I'll bring one home for you."
When she arrived home a couple of hours later, she handed me my drink and told me that before I drink it she needs to explain that it may taste different.
As she was getting ready to come home she went to the counter to order my latte while her friend waited outside. The guy behind the counter took her order, she paid him and then placed a dollar in the tip jar, at which he thanked her. While waiting she was browsing the items on the shelf, the mugs, trinkets and accessories. Quite some time had passed and she noticed that the three employees working behind the counter were standing around talking. She inquired about her order and was told that there was no more coffee. Surprised and confused at this remark she responded, "so there is no coffee at the Coffee Bean?"
The female employee explained that it was almost closing time and they weren't going to make another pot of coffee. She told them that she didn't mind waiting while they brewed another pot, but they refused. My daughter said that she was stunned. "Hello, I placed an order, you took my money and had me wait for my drink only to have me inquire when will it be ready and you tell me this? What did I pay for?"
As my daughter was telling me this, I asked her why they didn't inform her before she paid and waited for the order? That's not asking too much is it? Who in their right mind would take your order, have you pay for it and then make you wait for something they had no intention of giving you? After some back and forth conversation, they subsequently made her a latte from the remaining espresso shots that were "still available."
My daughter is the ultimate Coffee Bean aficionado! She advocates for the Bean and rarely steps foot in one of the competing establishments. She has patronized this franchise for years! She was in a state of shock and reached into the tip jar and took her tip back. The employees laughed when she did this. Surely she must be on Candid Camera or something!
As she left the store, she indicated that she was going to write a strongly worded letter to the Corporate office. One of the employees then told her, "well, if you really want me to, I'll brew another pot." Seriously, are the employees smoking the tea leaves?
Sadly, this was no joke. This was the level of customer service she received from her beloved Coffee Bean. I felt for her as she recounted her experience. If anyone lives by the philosophy that you get more bees with honey than vinegar, it is my daughter. However, on this one her disappointment and disbelief got the best of her.
Ultimately I ended up with my latte, and I assured her that it tasted good. But, my poor daughter, I think therapy will be in order for her to get over this one.
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