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Response from the owner
14 days ago
Hi Oleksandr, First off, thank you for taking the time to write this, and I really want to sincerely apologize to you and your wife. Reading this honestly hurts, because there's really no excuse for how your visit went down yesterday evening. Even when we get a sudden rush, missing an item at the register, making you wait over half an hour, and then leaving your latte sitting on the counter without bringing it over or letting you know—that is 100% on us. You guys were patient with us from the start, and we completely dropped the ball. We want to make sure we refund you for the entire visit. If you can send us a quick message or email with the approximate time you were in and the name on the card you paid with, I'll track down the charge and process a full refund right away. I’m glad you enjoyed the coffee once you got it, but great coffee means nothing if the service makes you feel ignored. I'm already speaking with our team today to make sure drink tickets and counter communication dont get mixed up like this again. I know how annoying it is when an evening walk gets ruined like that, but I’d truly appreciate the chance to make it up to you both in person as well. Next time you drop by, please ask for me directly—my name is Claudio—and I'd love to personally take care of your drinks. Again, our sincere apologies, and thank you for being honest with us so we can fix it. — Claudio