Black Rock Coffee Bar

Need work on customer Service, I was standing at front for quite awhile before being acknowledged, then my drink took an exceptionally long time to be made

Best coffee ever and all the girls are so sweet especially the girl with the glasses I don’t remember her name but she remembers me all the time! Love it!

2 coffees took approx. 18 minutes on Monday morning (Feb. 2nd ~9-am) rush. ~5 people behind the bar and a complete mess. Ordered a nitro cold brew and conveniently the machine was out, but at least the guy fixing the machine was back there adding to the chaos. Baristas were making a mess, dumping incorrectly made drinks out and starting over. Shaken espresso (first drink) came out relatively quick. The second drink took the remaining 16 minutes. We asked the team member heating up the breakfast pastries (who also took our order) and she asked the barista (with glasses), who gave her an unamused look. The team member at the food counter said it should be coming up. We waited another 7 minutes without so much as a it’s coming, good morning, or any sort of acknowledgement. Finally, the barista who had dumped some other partially completed drinks handed me two cold brews with cream to which I said I only had one. She looked at me confused and took one back. She called the drink back up after I left and sure enough it was someone else’s. Look, I’m not asking for someone to be super nice, friendly, or enthusiastic, but in a market as saturated as the coffee business least be efficient and take ownership where needed. Also, acoustics in there are horrendous, so for anyone looking for a place to have a peaceful conversation look elsewhere. No sound proofing in the seating area with only about 4 tables and 2 couches they have so just sounds like a everyone’s hanging out in a tin box with espresso machine noise banging and clinking bouncing off the metal roof. I’ll take my $12.36 (incl. tip) elsewhere. Thanks!

Atmosphere: 1

Food: 1

Service: 1

We like black rock coffee, however, it took 25 mins to get an order of two coffees and the customer service was poor. She acted like I was annoying her when I checked on the order after 20 mins. It’s a great location but they need a lot more training and need to learn how to provide better customer service.

When we approached the speaker to order the employee immediately sounded flustered and upset. We brushed it off because everyone has hard days and ordered anyways. After she made us repeat our order 3 times because there’s so much background noise with the car wash, she had the rudest attitude. I tried to keep my cool and then I asked “what’s with the attitude?” We just pulled forward to the window. The woman at the window refused to tell us who we interacted with stating she’s sorry and she’s new. Our interaction with her was positive. However, I think it was completely unprofessional to treat paying customers with an attitude from the get go and then continue because it’s hard to hear or you’re having a hard day. We tried to be understanding and patient, still waiting and ordering our coffee at the window but there was no accountability. The coffee was excellent but I’ll stick to the tangerine location where the employees are always kind!

Love this franchise. This location is in desperate need of help. Seem more focused on the 10 cars in the Drive-Thru than the nine people standing in line, waiting for their drinks or even be acknowledged. Very disappointed. Hopefully they get it together. I understand that this is a new location of customer service. Fundamentals are in dire need

Service: 1

Love the coffee and service

Atmosphere: 5

Food: 5

Service: 5

I love how cheerful they are and quick to get your drink. I like the aesthetics of the building and that the staff seems like family. I will definitely be tipping every time i go❤️❤️❤️

Atmosphere: 5

Food: 5

Service: 5

These guys needs help understaffed. Placed pickup order 20 minutes prior to arriving and waited 10 more minutes for my drinks.

It tastes so good. I kind of want to move into the townhomes they're building when they're done.

Atmosphere: 5

Food: 5

Service: 4

Positive energy inside, friendly staff, and a bright interior with comfortable seating and views of the Catalina mountains. There is outdoor seating and the patio is dog friendly. So many more drink options compared to Starbucks, and has the indoor seating that Dutch Bros lacks. This is a gem of a coffee shop.

Atmosphere: 5

Food: 5

Service: 5

I absolutely LOVE Black Rock! I have come to this location everyday since they have opened! The atmosphere is fantastic and the staff is amazing! I have had a wonderful experience every single time!!

Atmosphere: 5

Food: 5

Service: 5

Love the idea of having a Black Rock coffee near my home but until Cortaro/Thornydale location gets it together I will not be returning. I placed an online order which stated my order will be ready in 7 min. I went to pick up our coffee only to have to wait almost 30 minutes in line only to get up to the window to not only my order not being ready but to tell me they were all out of almond milk and oat milk. Online it says if there is an issue with my order they’d call. Got no phone call. They could’ve refunded me. So I tell the cashier I’ll put creamer at home not realizing the cup is filled with milk with just a bit of coffee in it.
So to my surprise when I get handed my cup it felt empty. I opened it and asked her “what was this?!” She said well you didn’t want milk so it’s just the coffee. I ordered two coffees both with almond milk which they were out of almond and oat milk also I might add I paid extra $.90 cents for both. I should’ve known when the car in front of me looked upset and was refunded her money. I should’ve done the same but I just took my cups and left. Came home to add the almond milk and it was ok.
I felt the customer service was horrible there was no apologies or coupons for their mistakes. There’s obviously no communication amongst staff/management because how do you run out of both items that’s clearly a high demand product? I get they opened about a week and half ago but this was unacceptable. I’m sure I was not the only customer to leave upset today. I will continue to go to the Lon Adam’s/Tangerine location as I will avoid the Cortaro location at all costs although it’s the closer one to me and I do like one of their coffees and bagels which I might add were also out of that too. What should’ve been a 15-20 min coffee/food run took me almost an hour because I ended going elsewhere for coffee and food after this disappointment. Yes I could’ve made my coffee at home but I wanted to treat myself with my bday coupon that clearly went to waste.

Service: 1

The service was friendly and they had pup cups 🐕‍🦺🦴 I got an extra large coffee, had a smooth taste but for a dark roast I found it a little weak. Also I got steamed cream so the coffee should have been pretty hot but it wasn't so not sure it was steamed.. Really tho I would go back again. Service was good and from outside the inside looked cool.

Atmosphere: 5

Food: 4

Service: 5

Best damn coffee on the planet..

Atmosphere: 5

Food: 5

Service: 5