Rook Coffee

I used to love the commitment to customer service at Rook but it’s been going downhill. Just went to big Oakhurst with my wife and two kids. Ordered from the app and accidentally put in the wrong location. They wouldn’t make the coffee for us there, but insisted we either pay for another or drive to the other location. I showed them the order and it didn’t matter. Come on, Rook. I don’t think it’s worth losing a long time customer over one coffee.

In the midst of the Covid era Rook has adapted well. Make sure to download the app and order in advance. You'll receive an approximate time of when your order will be ready, I think it may be exaggerated - my cold brew was going to take 20 mins - it was ready shortly after I arrived - about 10mins. Approach door and employee will ask your name and grab your order.

I just love that they don’t charge extra for having a dairy allergy and have a wide range of options for dairy-free milks. One issue: “Karen” and her friends have moved into the area from maybe Brooklyn? Maybe from a swamp nearby? (though they’ve always been here but the pandemic made them...worse?) and for some reason she’s (or he’s) always at rook yelling at an employee when we pick up our order. If you don’t want to wait for your coffee then try making it yourself? Give these hard workers a break. It must take every ounce of will power not to tell a rude customer to go f#%k themselves so they deserve a lot of credit just for that!

Used to enjoy coming here, but sadly the service levels have significantly deteriorated. Had to wait just under 15 minutes this morning for 2 cold brews (that didnt have any special instructions) and it was frustrating because the store was empty, besides some online orders to be fulfilled. Won't be coming back anymore.