Foxtail Coffee Co and Kelly’s Ice Cream - Sand Lake

Very very tasty coffee, but two baristas in morning rush ain't enough.

Great atmosphere and vibes at this location. Staff was very friendly and accommodating. In fact when I was there I accidentally ordered a matcha latte instead of a chai latte. Raul offered to make me the correct one and that very much appreciated. Both drinks where fantastic and would recommend either of them!

I was a frequent customer to this location and in the efforts of poor customer service by not one but two baristas. I usually get drinks here on my way to work for myself and my coworkers.

For context:

I usually order from the App which they advertise in their store. For some reason, I am able to order at every other location but not my (formerly) favorite location. This issue has been going on for over a week at that time.

Because I spent so much time trying to get an order in, I was then late for work. I called the store and express what happened and the reply ultimately was that it was “a corporate issue, not a location issue.”

During the first call, I asked to speak to someone else as the caller was being very abrasive by not offering any concern on the experience I had nor my request to order over the phone. The caller refused and told me “that’s just what it is.” So I decided to disconnect the call.

I decided to call once more hoping someone can help resolve the issue, but no progress. The second barista was just as rude and “apologize” for me being “frustrated right now.” She suggested I use some other services to make my order. I told her that is not how to treat frequent customer. I ask for a supervisor and she said he would call when he is available. She didn’t even verify my phone number or my name to make sure I would be taken care of. I was too upset by the disrespectful mannerism so I decided to disconnect the call.

Not even five minutes pass, and Raul the manager called, he listen to what I had to say and apologized. Then he shared with me that the drink I ordered was not available due to this location being out of ingredients. Sadly, the app never indicated that, just told me to “try again later,” He did what he could to help and retain me as a customer, but I was already discouraged to go to the store. I do not want to go to store and give my money to a location that does not care for their customers.

Since I spent so much time with this issue and the Windermere and Ocoee locations were willing to take my order, over the phone, thankfully.

Sure it can be viewed as an “app issue,” However, I am addressing the real customer service issue. Not one person was rude but two had the unwillingness to help and take care of their customer. Didn’t care to know me as a customer. Didn’t care to solve the real issue:

This is issue here is not the app, the issue is when something was wrong, the customer was pushed away to “deal with Corporate,”

This store issue is that the baristas do not know how to talk to customers and do not know how to treat them respectfully when they upset the customer. Whether you work for a coffee shop or own a Fortune 500 company, you must always prioritize the client, especially if they are frequent buyers. There is no reason to treat anyone that way. Thankfully, Raul always has the willingness to help. I just wish that is training to everyone who works for that location.

Being scornful towards a customer who is simply asking for help does not better the issue.

I’m not upset that I couldn’t order. I’m upset that they never bothered to try to help a frequent shopper. Not only they lost a customer, but they will not get recommendations from me or my friends or coworkers like I previously have. This store will definitely have a decrease in frequency and retention in their sales if this is how they treat other customers. This is not what Foxtail is about and I will probably go back to Starbucks. They know how to treat customers.

I wouldn’t call myself a generally coffee centric person, but the foxtail staff complexly changed my life. As I walked in I was warmly greeted by Lyssa and my order was promptly taken and served to me. She made my generally mundane day more exciting and warm as she struck up a polite conversation with me. Great experience overall!

Stopped by here while visiting Harry Potter World and absolutely LOVE. THIS. PLACE. First time trying Foxtail the everything was so great. Got the Iced Chai Tea Latte with hazelnut donuts and everything tasted wonderful. The staff was very friendly and even got to meet the owner, Rahul, which was an absolute pleasure.
I also appreciated how clean everything was, especially the bathrooms. If you are looking for a place to chill and relax, between the craziness of the parks, this is the spot. We will definitely be back!

Ordered a single origin espresso and taste like water absolutely no crema. Seriously taste no different than Regular American coffee. For close to $5 I wishi would’ve just ordered a regular coffee. You are a coffee shop that can’t even make an espresso. Won’t be back

I go here like three times a week and just recently I feel like they changed their espresso or coffee brew. I always get an iced latte and it just tastes so bitter now. It’s not as creamy and doesn’t have that hint of sweetness anymore . So sad.

chocolate croissant was delicious. warm and gooey as was my friends hazelnut donut. good service. busy so don't go if you need to be in and out but the staff worked well under pressure!

So excited that Foxtail opened in the Dr. Phillips area. I ordered the Vanilla Caramel Cold Brew. It was delicious! The service was very speedy as there were not many people there yet. They also have a great app where you can earn points for each visit. I even had a wonderful experience with customer service online. When I contacted them, Garrett was super quick to reply and take care of my issue.

Very disappointed that they where not serving their pour overs. The store was not busy. No reason for having this section of their menu shut down.