Complaints

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday 2/24 I went to this establishment to try their coffee. I pulled up behind a vehicle whose dog was getting a treat, and scratches and petting through the window from the barista. I recorded only the last bit of the video and it only shows the dog sticking its head out. However I was on the phone while this entire interaction happened so I do have a witness to the situation and my children were all present. I pulled up and I didn't know what to get so I asked for recommendations, I settled on the "over the moon" the barista asked if I wanted 16,24 or 32 and I got a 24. I was a little uncomfortable so I asked her if she washed her hands considering she has just pet and played with a dog and was touching the rim of my cup and lid and she responded with "no why". I proceeded to say "well you were just playing with a dog" and she said "okayyy".She walked away and another girl made my drink. Because she was mad that I'd asked her about washing her hands. This is very unsettling because she could've just washed them but also if she's upset about me asking how many times has she not washed him. ***** was my barista that didn't wash her hands and she is also the owner

  Business response

  03/08/2024

  As every ****** coffee shop, we offer dog treats to all dogs. After giving a dog a treat I did hand sanitize, she had asked if I washed my hands, which I did not but I did use hand sanitizer. She went out of her way to create a public problem for a small business. She used social media and other platforms to tear our business down with lies and a twisted story. As in this complaint, she has said that I, ***** did not make her drink, but I did in fact restart her drink with freshly washing my hands with new a cup and ingredients. I washed my hands in addition to using hand sanitizer for her remade drink. When this customer pulled up to the window, she started the conversation with an impolite manner, and did not give me the chance to tell her I hand sanitized   before starting her original drink. 

  Customer response

  03/08/2024

   
  Complaint: 21345013
  
  I am rejecting this response because:

  This was the first time I heard from the owner and her employee went anonymously to a public platform. I went on my personal platform to share my experience with my friends not all of ******. I also never went to her shop with impolite manner or ill intent as it was my first time there. I spoke nicely to her, and ordered. There were 7 people in the vehicle to 5 of which can be of witness and one adult witness on the phone as well. When I asked her if she washed her hands she said "no why". That shouldn't be a question. (She never responded with a" I sanitized" she walked away. )She was playing with an animal petting and giving it a treat yes like some coffee shops do. Which was NEVER the issue the issue was she didn't wash her hands. We heard and all saw her demeanor and never changed my cup or anything. Then online her employees decided to post my minor in an event to publicize the situation and bully and it was uncalled for. She didn't stop it as the owner, never told them to take it down nothing. I never mentioned the name tagged the business none of that so her mindset that I was out to hurt her business wasn't the case. I never shared that video with anyone but my ******** page HER employees and customers tipped the experienced video. No one but me and my personal page would've known and could've settled the issue among us but the business and its employees handled the situation terribly. There was no apology just back and forth. This clearly isn't working either. 

  
  Sincerely,
  
  ***************************

  Customer response

  03/14/2024

  I'm not understanding how this was proactive? There was no refund just false answers to the issue here ? 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩