Peet's Coffee Customer Service Issues

Dear Vice President of Customer Service, On December 28th, my spouse and I visited Peet's and ordered a steamed milk and a decaf cafe mocha. I promptly filed a complaint the same day about lukewarm beverages. After waiting two weeks, I received a response from Zach expressing regret for the delayed response and the quality of the drinks. Zach promised to send a card to address the issue and apologized for the inconvenience on January 11th. Today is January 27th, and we have not yet received the promised resolution. Despite sending our address to Zach and a follow-up email last week, we have not had any further communication. The behavior of the staff member when my husband returned the lukewarm drink was also disappointing. This lack of professionalism is not what we expect from Peet's, especially considering the price we pay for our drinks. If a satisfactory resolution is not provided promptly, we may have to reconsider our future patronage. Sincerely, Joy McCloskey

Peet's is the only chain with highly talented baristas most of the time. This morning, a new barista made my latte. She has consistently made it poorly each time before. The latte lacks creamy crema, and she pours the milk quickly resulting in a lack of proper espresso and milk blending, affecting the color and flavor. No effort is made to create a pattern on top. As a loyal customer paying $4.15 daily, I expect a quality product regardless of how busy the store is. Patience is not an issue for me, especially during peak times. The images in the store depict a well-made latte, which contrasts with the disappointing reality. It's disheartening when baristas appear lazy, rushed, or unskilled. Kind regards, Susan J.

Each week I order two take-out containers from Peet's. When I get home, I transfer them into large glass containers. Multiple times, the coffee container has been short by about 4 or 5 cups. I have a picture of the glass containers clearly showing the coffee shortage. This has been an ongoing issue with consistently not getting a full container of coffee. Managers have explained that if the coffee container is not shaken properly, it may not fill up completely. I wonder how many other customers have faced the same issue over the years. It’s frustrating to always have to remind staff to shake the container for a full serving. This problem occurs at both the Danville and San Ramon locations I frequent, and I suspect it happens at other branches too. While I understand it’s due to the coffee box design, most customers are aware they need to shake the container for it to fill properly.

Yesterday at Peet's in Evanston, I ordered a medium iced latte. The barista gave me a small one instead. After I mentioned the mistake, she transferred it to a medium cup, added more ice, and returned it to me - essentially a small drink in a larger cup! When I questioned this, she appeared confused. I spoke to Oliver, who I've known for years, and he took the cup back and instructed his colleague Meg to add an extra shot to the drink. I was taken aback by the situation. It seems like there might be a lack of understanding in the service provided. As a loyal longtime customer, this was a disappointing experience unlike any I've had before.