Reviews

Review Details

• Review fromAdrian R

  Date: 06/04/2025

  1 star
  I am extremely disappointed in a place I used to love. My drink was always $7.50. 3 mos later it was 8.50. I asked the cashier why it was a $1 more than the wk before. She said it was always that price. I said it hadn't been for the past several mos. I pd it & cont'd to go back. 2 mons later they ring me up & tell me 9.50. I asked if that was correct. She said yes, I pd it & decided I was no longer willing to pay 9.50 for coffee. After 2.5 mos I thought maybe that was just rung up incorrectly the last time. I went back today & asked if she could do me a favor & ring up my old order to see if there had been a mistake. I ordered a chair latter while she checked. She came back & said $10.50. I said whoa, that is expensive. I asked her why the price had gone up $3 in less than a yr. She said they were a small business. I acknowledged that & said they never advertised that were prices were going up & a $3 increase was super steep for coffee, which was sad because I loved that drink & came here just for that. 1 min later a mgr came to the window & very rudely said, what did you say to her, she's crying. I told her exactly what I said & explained it was in the same tone I was speaking to her. She was super rude & said okay, here you go. I told her her attitude was completely unnecessary as I had done absolutely nothing to the cashier & if that mad her cry, that was an overreaction. She said well, maybe she's having a bad day in a snotty tone. I said, I don't like how you are talking to me & being accusatory when I just explained how benign the conversation was & the customer treatment was unnecessary & rude. I had a question, wasn't mad, never once raised my voice. I will never go back, which is sad because I loved Novo, was a regular customer & had reccomended it to everyone. Okay, bye was her response. What a huge disappointment. I cannot believe what incredibly rude, poor customer service when I had always had great service. This mgr was completely out-of-line!

  Novo Coffee Co.

  Date: 06/05/2025

  We’re truly sorry to hear that your recent experience didn’t reflect the warmth and connection you previously felt here at Nova. We know how important it is to feel heard and valued, and while we wish this interaction had gone differently for everyone involved, we do want to offer some clarity and compassion.
  It’s understandable to be surprised by pricing, especially when you’ve come to enjoy a specific drink regularly. We haven’t raised our base drink prices by $3—our increases have been gradual, around $0.50, and any change in cost is typically due to the number of customizations or add-ons (like syrups, alt milks, espresso shots, etc.). These additions can absolutely make a difference, and we’re always happy to walk through the breakdown with anyone curious about it.
  Regarding your visit, we want to assure you that our team is trained to approach every interaction with kindness, even when conversations become tense. This one, unfortunately, left a member of our team in tears. Whether intentional or not, tone and delivery can affect others deeply—and for someone who cares deeply about giving customers a great experience, it clearly struck a chord.
  When a teammate is visibly shaken, it’s our responsibility to step in. Our manager’s intent was to support—not accuse—and to try and reset the tone. We’re a small, tight-knit team that cares a lot about our people and our guests, and sometimes that means setting boundaries when our staff is hurt.
  We know you once really loved coming here, and we’re genuinely sorry that this chapter ended the way it did. If nothing else, we hope your next coffee spot makes you feel just as seen and appreciated as we always aimed to make you feel here.
  Warmly,
  Nova Coffee Co.