I am writing to formally express my disappointment with my recent visit to The Kookaburra Coffee, located at 1835 US Highway 1 S, St. Augustine, FL 32084-4294, on December 21, 2025. It was a chilly afternoon, and we stopped in expecting the comfort of a hot, well-prepared cup of coffee. Unfortunately, the experience fell far short of that expectation. We ordered two medium drip coffees, and when I asked for cream, the employee at the counter stated that customers are not allowed to add their own cream and that the barista must pour it instead. I explained that I prefer to customize my coffee to my exact taste. When cream is added by someone else, it often ends up either insufficient or excessive. There was no clear explanation as to why cream was not available at the condiment station alongside the sugar and stirrers. This policy felt unnecessary and inconvenient, and frankly came across as a cost-cutting measure rather than a customer-focused decision. More disappointing, however, was the temperature of the coffee itself. When we received our drinks, they were lukewarm--closer to room temperature than hot. For a coffee establishment, especially on a cold day, serving coffee at such a low temperature is unacceptable. I enjoy my coffee hot, and this alone should be a basic standard. Between the restrictive service policy and the poor quality of the product, the experience was extremely frustrating. This visit left a lasting negative impression, and regrettably, it is not an establishment I plan to return to. I hope management takes this feedback seriously and re-evaluates both service practices and quality control, as these issues significantly detract from the customer experience. read more