The Ugly Mug Coffee House Burbank

My mother and I have frequented the Ugly Mug for years but today was our last. When I ordered my Dirty Horchata (includes 2 shots of espresso) I had to ask for only 1 decaf espresso. I love the taste of coffee but am very allergic to caffeinated espresso, to the point of hospitalization; I will get so sick I go into shock.

When I ordered, the cashier was "nice" and understood the issue. Not MANAGER CAT. When the cashier read her my order from the cup she immediately laughed upon hearing 1 decaf shot. I've been made fun of before, regarding this request because so many coffee drinkers think that's not a legitimate form of coffee, a pathetic version. CAT only further proved that narrative. It was rude but I thought, that's her issue not mine. My mom just got out of surgery and I wanted to treat her, I wasn't going to allow this to affect me.

When I came back for my drinks, I was glared at by CAT. I returned the look. I then asked why my $7 blended horchata didn't match the advertisement (no whipped-cream, no chocolate, just a plain blended drink). Photos attached. The cashier stated that was a possibility but it wasn't required unless requested. How would I know to ask for a specific look if that is what is advertised? CAT then asked what my problem was and I repeated. Her response was similar but with snark, "that's for the mocha horchata," and then walked away. I showed them that in advertisements for a particular menu (as every restaurant and cafe does) if what is shown doesn't apply to all the items in that menu listed then it has to say the name next to the drink, otherwise it's false advertising. I was ignored. I stood there until the cashier said they could remake it. I told her no, because then they'd have to start all over (and potentially taint it). I told her if she could just add the whipped-cream that'd be great. CAT then asked the cashier what I was requesting and when the cashier told her she scoffed. You scoff at ME accommodating YOU? So I asked the cashier for her name and she told me it was CAT. I told CAT I'd be writing a review about this encounter since she mocked me 2x. She chuckled and loudly said "That's fine!" as if she didn't care and was untouchable. So, I walked away and called her the B word, which she was.

I told my mom about the incident who wobbled in to see who was making fun of me, but to also make sure I wasn't overreacting. She verified her name and CAT looked at her with a smirk and said, "Yeah that's me". My mom didn't appreciate the response so she concurred "Wow, you are a b." CAT then decided to accuse my mother of threatening her. What my mother and I were expressing is an opinion based on behavior exhibited that provided evidence of such a word. My mother wobbled back out of the cafe.

As we were preparing to leave the owner came out, as if to kick us out, and asked what our problem was. I made him aware of the situation and instead of being unbiased and wanting to deal with the situation he immediately condemned me by stating I was in the wrong for using such a word. I reiterated the situation; I was made fun of on 2 occasions, bullied to a degree, for having special needs, mocked and because I called her a B word, as a defense, I am the one in the wrong? He stated yes. So bullying is okay? No, but that word is inappropriate. Steve then went on to gush about her being the "best manager." I told him his standards were low since she lacked people skills, unlike the cashier. But based on CAT's behavior vs her APPEARANCE, I can see why STEVE chose her as the manager and is THE BEST in his mind. He said he'd talk to her but I told him there was no point since he admitted his bias and nothing would actually be done. My mom asked why he was quick to defend his employees and he stated I will always defend them. Another bias. Ie. They can do no wrong, hence the e

Atmosphere: 1

Food: 1

Service: 1

It is very cute inside and has a fantastic assortment of drinks. Right now it is very festive inside. But the quality of ingredients is lacking and I found it difficult to order a specialty drink without corn syrup in it. I appreciate the help from the baristas in finding a holiday drink for me and my auntie, who is visiting from overseas, enjoyed the experience. Thank you

Just a nice chill coffee shop. Good vibes.

Atmosphere: 5

Food: 5

Service: 5

The variety of drinks was amazing, very friendly staff

Atmosphere: 5

Food: 5

Service: 5

Favorite coffee shop in all of Burbank!! Love All the creative drinks and they are all tasty!

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Hazelnut Mocha Latte, Dirty Horchata, Oat Milk Latte, Chorizo Burrito

I’m obsessed with this place. I drive from Sherman Oaks a few times per week. They have a whole sugar free menu that is to die for! So yum!

Atmosphere: 4

Food: 5

Service: 5

I've been back a couple of times since my first visit and the experience is always the same. Great coffee, great service.

Atmosphere: 5

Food: 5

Service: 5

Went today and so disappointed. It was on my way to I decided to try it versus going to a place. I normally would’ve gone to… And I’m so sorry but I feel like I have to correct this rating for other people who actually like coffee, like me! Lol

I think this could probably be the worst coffee I ever paid for. Like I have gotten free coffee at those free breakfast hotels that taste terrible but I can’t believe how bad this was. And that was after waiting in line for like 20 to 30 minutes.

I got a latte and a matcha latte. To be fair the matcha was better than the coffee so go that route I’d say.

I feel really bad for people who think this coffee is good.

I will say I have a Breville at home, so I normally have good coffee. Which is why I am so surprised that if you have a professional machine, the coffee could be this bad?!

Atmosphere: 2

Food: 1

Service: 3

Great staff and coffee, amazing atmosphere

Atmosphere: 5

Food: 5

Service: 5

First timer and Loved the friendly inclusive vibe from employees this morning. My partner & I usually get odd looks because of our appearance and tattoos. We were greeted so well here.
Menu is ample, service is speedy and The coffee and food is very delicious! Definitely will be returning ?

Atmosphere: 5

Food: 5

Service: 5

We had some really yummy coffee and tea here. Super cute atmosphere and very nice baristas!

Atmosphere: 5

Food: 5

Service: 5

Pretty cozy and crowded coffee shop.. pretty neat

Atmosphere: 5

Food: 3

Service: 4

Recommended dishes: Croissants, Hazelnut Mocha Latte

Flavorful coffee.

Atmosphere: 5

Food: 5

Service: 5

Cutest little shop. The drinks are always amazing. Banana split latte is bomb.

Dietary restrictions: A lot of milk options and vegan options

Kid-friendliness: They have great teas. I got the s’mores latte blended. And the peach tea. Yum yum

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Croissants

Love this place!!!!

Atmosphere: 5

Food: 5

Service: 4