I really like Serious Coffee and most of your locations are great. The Broad St. location in Victoria is the exception.

Monday night we came in about 7:40PM. The staff were hurriedly trying to get things ready to close up. They didn't have decaf but they charged us for an americano and tried to make it. The woman working the expresso was untrained: starting with a lot of water and topping it up with the decaf and then discarding the decaf that wouldn't fit and pouring out enough to make room for cream. When my wife couldn't find the cream for her decaf, the other clerk explained that it wasn't his problem: they have to close up and they only get paid until 8:30.

When we asked for a child's hot chocolate, the woman was really confused. She filled it partially full with scalding hot steamed milk-- usually, when we asked for that, the steam temperature is lower or its balanced out with milk to bring the temperature down to a temperature a child can drink. There was no surprise it was for a child: she was standing there waiting to receive the hot chocolate. She took one small sip, scalded her tongue and was in tears for the remainder of the night. Rather than getting a small hot chocolate, she got a half full cup that burned her.

Can you please train your staff? Can you schedule your location to remain in operation until closing time? Two out of three of the items we ordered were made wrong (the third item being just a plain coffee). I look forward to hearing what you have to say on this matter.

Editor's Note: There was no response from Serious Coffee when contacted. Do they condone this behaviour?