Caribou Coffee

This is the second comment I have sent to Caribou Coffee customer relations in the past two weeks. When I submitted the first comment on the web page, it was indicated I would hear from a representative, therefore this is my follow up since no response has been received. Then we used email from local comments here... nothing still. What about public relations guys?

Recently my partner who is a Caribou Coffee Member, and I went to the Civic Center location one evening and ordered 2 espresso coffee served in mugs, with the steamed milk in a separate mug. The young barista whose name I later found out is Siera took our order. She filled our order and gave us paper cups. It is important to us to have coffee served in mugs. When addressing this, she remade the coffee and did place it in mugs. At this time she handed me a paper cup with milk. I asked for the milk in a mug. At this time she raised her voice, shouting so as to alert all of the other customers, and shouted at us, "I AM NOT GOING TO WASTE A MUG ON YOU!". I was shocked, and asked to talk with the manager. She then informed us that she is the manager.
After drinking my espresso, and thinking about this encounter, I became more and more concerned about the lack of training and her insulting comments. Shortly, a staff member came to our table and apologized for her, and said she has had a bad day! I am a 77 year old, professional and certainly do not deserve to be addressed in that manner. Before leaving that evening, I asked to speak to the manager, she came out and I said she had one last chance to apologize before I left. She said she was sorry for what she had said. That was a good beginning, she however needs to attend training seminars in public relations and customer service.

After recently moving to Rochester, we have visited most all of the Caribou Coffee shops in the area, and decided that this location and OTHER staff have been pleasant. We have afternoon/evening coffee there most days because of the comfortable setting. When returning to the store, Siera is generally there, either working the counter or drive thru. When she spots me/us entering, she quickly disappears into the other room so as not to see or talk with us. If I could give high grades to the other Staff I would. If I could give the manager a grade she would be returned to the training classes.

Great staff and hospitality... felt welcomed as soon as I walked in through the door!

Good drinks. Nice atmosphere.

Coffee, conversation and weather were perfect for sitting outside this morning. I don't normally get pasteries with morning coffee, but I tried the cinnamon cake this morning & it was wonderful.
Looking forward to my next trip to Rochester so I can come back here!!

I would love to give Caribou 5 stars but recently we have had issues. I have, more often than not, ordered one item and received another. It hasn't been just one store. Everyone we end up at has made errors. Just wish the consistency would be improved.