InHouse Coffee

I’ve been going to this establishment for many years and have had no problems. Unfortunately, there’s apparently a new owner who does not know the meaning of customer service or human decency. My friend, who is a very regular customer, was kicked out of the establishment today and she couldn’t buy from there. It is noteworthy that she is Black. She was seated when the owner went out of his way to single her out, aggressively approach her, and told her to order or leave. Nobody else who was seated and/or waiting to order was similarly approached. She subsequently got in line to order and he aggressively approached her again and told her to leave and that she couldn’t order. This is unacceptable and discriminatory behavior that should not go unnoticed. There is simply no excuse for a customer being treated this way.

The best coffee in USA
Nice people, always knows how I like my coffee.

Last week I was never treated so poorly as I was at this coffee shop then I have ever been at any restaurant in my entire 43 years of age. The male new person was extremely rude. He was acting so frustrated and could not handle the 8 people in line. The lady Ashley who is amazing was no
Where in site that morning. The younger man was bossing the other lady’s around that were working and was extremely rude to them and the customers including me. I will not be back until that guy who said “I’m in charge now” is gone.

this is a place where you go to get your favorite drinks very welcoming with good service the lady who works in the afternoon is awesome!

I love this place! Great sandwich & drinks selection (try the Avocado smoothie!)...nice staff...tip them well ❤️‍🩹
update: I thought I was reviewing Fuel America! I'm so sorry!

They're the ones with the Avocado Smoothie.

I do like In-house coffee, but Fuel America is awesome!
I lot their smoothies, cappuccino & grilled sandwich.

Today, I visited this place with my family. Lee, the employee who works here, is amazing. She is so kind and patient. Customer service was very good 👍🏻 And coffee was perfect !

Awesome mom and pop shop, can’t beat the service or the food and drinks

Edited from a 5 ⭐️ review on 9/22

I'm so sad they closed the Northborough store but Inhouse has the best coffee and fresh pastry around. I drive from Marlboro to Worcester to buy it by the pound...it's that good. Staff is super friendly and will remember your order after being there just a few times, customer service is top notch. Everything else is simply "outhouse coffee"

Edit: 9/22. Ownership has obviously changed hands. The new owner is rude. He accused us of stealing a pound of coffee (and was not very nice about it). That’s not the only rude thing I’ve experienced from the new owner, he berates the employees in front of customers and has refused to serve people for no apparent reason just to name a few. The quality of everything has gone downhill. Ashley is still there and is still a sweetheart but the staff isn’t as friendly, the portions are smaller and cost more.
It’s sad. Inhouse was one of my favorite places to go. You felt like you were a friend when you walked in. Now…It feels like I’m a nuisance. Good by inhouse I will miss you
✌🏼😔

This was my first time here. I ordered a 20oz latte and my wife a 12oz. When we got our cups I felt my cup rather light. I look inside it and literally my coffee was halfway and the other half was foam. My wife's was coffee all the way to the top. Fast service though, we were there lees than 5 min.

Inhouse Coffee provides a wonderful ambiance and exceptionally brewed coffee. Where I think Inhouse falls short is that their operations are not sufficient and because of that they are not able to handle large volumes of traffic which results in a degradation of customer experience.
Sunday Morning - 8/7/22
- Was not able to view the price of my order or provide a tip to the workers
- Was unsure where to receive my order after purchase
- Did not receive the baked good that I paid for and only was provided after inquiry
- Noticed customers waiting in line without any employee to receive them and their orders
- Inhouse ran out of plastic clear cups so I had an ice coffee in a hot coffee cup
- Straws were not available where we received the order.

My suggestions are as follows:
- Take a first name at point of sale to be provided in a ticket to Barista and Hot Food Preparer.
- POS system should provide ticket to Barista in order to procure drinks and provide them at PICKUP Area as well as Food Employees to prepare and serve Hot Food.
- Rearrange equipment on the left side of the counter area where Baristas as working to allow customers to receive their drinks, place large "PICKUP HERE" sign at the location. Place large "ORDER HERE" sign above order area. Barista to place order and call out First Name to alert customer of their order for pickup.
- Change Point of Sale system to allow for customers to both see their order with pricing and provide a tip.
- Have employees at the POS only process orders and grab simple baked goods. Employee should not be running around the back in various directions. Control the chaos.
- Manage supply levels to ensure you do not run out of straws and other misc. items to customer.