The food as always was great, though there have been a couple of instances of eggs not done correctly, but they always fix it right away and cheerfully. I have always been disappointed with the coffee, however...such a pallid brew with no real taste to it...it reminds me of diner coffee in any other diner...and not deserving of the Citrus name. I have often been tempted to ask them to let me show them how to make a great cup of coffee. So anyway, I usually end up just drinking water, and going to Starbucks afterward. This past Sunday the 20th Dec, it was cold and I really wanted some coffee. I had seen their espresso coffee available and thought...maybe that would be better than their regular coffee, I mean at $4.00 it had better be. I ordered a mocha and it came all frothy and pretty, but with the froth gone, there was only about 1/3 cup of drink there. And it's a small cup. After tasting it, I found it was little better than a packet of hot cocoa mix topped with steamed milk. I asked the waitress if she would it exchange it for the regular coffee, but she said their policy was such that she couldn't. What?!? She said she could add some more chocolate syrup to it, but that wasn't the problem. Since I had no other recourse, I said sure, but after she did I just took a couple more sips and left the rest. It was an insult to my $4.00. I was astounded as Citrus has always had a policy of treating the customer right. I told her I made better coffee at home and at work. I am not such a snob that it has to be Starbucks...I make really good coffee from just a container of Folgers. Most restaurants use pods which DO NOT USE enough coffee grounds. It is supposed to be a full tablespoon of coffee grounds for every cup, and I bet if they took those pods apart that they use, it would fall way short of that. What's really funny is, Mc Donald's and Hardees makes really good coffee too, so folks at Citrus, don't tell me it's an expense thing. I just paid you $4.00 for a 25 cent 1/3 tiny cup of coffee which at Starbucks I could have gotten a full cup of for the same price. AND they would have remade it for me with no excuses if it were not right. Considering you have a policy in place of not returning a bad cup of espresso, I am thinking you have had many such complaints to even have a policy to take care of the problem. Maybe you need to rethink your coffee making. Just because it may be a good blend you're using doesn't mean that it's being made correctly. Trust me if you don't use enough of the most expensive coffee out there, it will still taste like crap. Note: Two weeks later....I found a reviewer that had a similar experience with a drink...so this must a policy. If so...it is a really silly one considering how cheap it is to make a cup of coffee again and to make it correctly in the first place. Such a simple fix. tosatisfy customers. At least make the customer happy by letting them have what they want instead. Bad, bad, bad customer relations. I have been going to Citrus for three years and now I have a truly bad taste in my mouth over a no replacement policy that has nothing to do with the food. Customer service is the easiest thing to fix in a restaurant.
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