P.A.M.'s Coffee & Tea Co. - Hamilton, Ontario L8P 1A1 (Jackson Square )

Mistreatment by staff | by Susan Garand on Apr 27, 2019

My husband and I have been going to your store since it opened in the old Jackson square location. Up until today, our experience was always a pleasant one. After a pleasant afternoon of shopping in the square, we decided to go for a coffee. As you know, there are several places to choose from. but we chose your store for my favourite caramel latte. When my husband brought it to me it did not taste like it had any caramel in it. I took it to the counter where the girl told me that she was sure she had put some in, but sometimes forgets, so told me to get a stir stick and stir it. I did and it still did not taste like there was caramel so I went back to the counter and when I told her she must have forgotten it as it still didn't taste like there was caramel in it and could she put some in. She got very rude and this time she insisted she had put caramel in it already and she would not put anymore in. I said i always ordered the same thing and never complained in all of the years we had been coming. Now even more sarcastically she said she didn't care and was not putting any more in as she had ran out. I told her I didn't want it then and wanted my money back, she said she wasn't going to do that. Because of her tone, her rudeness, and her sarcasm, I asked what her name was and if she was new there. She refused to give her name and said she had been there since January, and sarcastically asked if that was new to me. I then asked for the owners name and phone number to file a complaint and she refused saying she wasn't going to have the owner's information so all complaining customers could call her 24 hours a day. I said I would find out anyway and put in a complaint and she said, and I quote, "I am quiting anyway so I don't give a shit". I then asked for a receipt, as she had not given my husband one when he paid, she said it was too late as other orders had gone through. I asked for a hand written one so I could have proof of my purchase for the complaint about the problem. She refused saying I was the problem and she was going to call security if I didn't leave. As I suffer with a brain injury and high anxiety and just wanted to get out of there, I slammed the coffee down on the counter and my husband and I left with him saying to the girl that she was the problem not me. We are in our late 50's and rarely if ever complain about anything as neither of us like confrontation! AND WE HAVE CERTAINLY NEVER BEEN ASKED TO LEAVE ANYWHERE!!!. She was RUDE AND SARCASTIC from the moment I said she must have forgotten the caramel. How sad is that!!!