FORMAL COMPLAINT
FORMAL COMPLAINT
On the evening of Saturday, May 30, 2026 I arrived approximately fifteen minutes before the store closed. The server named 'Micah' tried to refuse me service, when I had asked for a strawberry refresher. She claimed they were closing. I asked her, "What time do they close?" She said "8:54 p.m." They actually close at 9:00 p.m. as per their opening hours and as seen here on Google Maps. I proceeded to say to make my drink. She goes back to the cash register, and asks me "What drink did you say?" I said "Strawberry refresher?" I told her, "You know what I said." In the end I got my strawberry refresher. However it was an excruciating and horrible experience that I never want to endure ever again! The server never once smiled. I am a Native American and African American, I believe it was racially motivated. Then I told her that I was reporting her to corporate, and I asked for her name. She tried to say it softly under her breath. I asked again, and said "WHAT IS YOUR NAME?" She said "Micah." I couldn't see a name on her badge.
I've also retained a copy of the receipt, as proof of purchase, and for further identification including the following. On the receipt it clearly states Ordered 5/30/26 at 8:48 p.m. 12 minutes to go before close! Furthermore the time of the purchase transaction was at 8:49 p.m. 11 minutes before close! This person is insolent! She's also a liar claiming it was six minutes to close and refusing to take my order when it was at least somewhere around fifteen minutes before close when I entered the store before making my eventual purchase. Corporate and Senior Management 'will' know about this as they will be fully made aware of their employee's conduct, behaviour and performance.
It took the employee 'less than 3 minutes' to make my drink. She was being difficult and irresponsible on purpose.
This employee tried to deny me service despite having at least 12-15 minutes before close! As if that wasn't bad enough the employee was completely rude to me. This is completely unacceptable.
As a result I will be pursing legal action against the company and the employee.
To put things right I demand the company issues me a written apology along with a full refund of my purchase for poor service received. In addition I seek compensation for the employees poor performance, bad conduct and terrible behaviour.
This incident needs to be fully investigated, by corporate and if necessary, an independent unbiased government body.
How the employee should have behaved, and what she could've said, is "Yes mam, I will make your drink right away." I trust the company and corporate are reading this review. Her actual performance, and how she handled the situation was way beyond innapropriate! She definitely didn't look happy to serve me!
Is this how new customers are welcomed and treated by their 'brand ambassadors' representing Latte Factory?!
This review will not only go to Google reviews it'll also go to Trustpilot and any other review platform that I can find to expose this company and it's rude employee! Hopefully this will serve as a warning to the company and it's insubordinate employee and to other customers, and new prospects to Latte Factory, to maybe consider elsewhere for your coffee!
THE END