"Dear Michelle, Thank you for your response. I appreciate you taking the time to address the situation, although I find it necessary to correct and clarify a few points for the sake of transparency. First, regarding the rewards issue: I was fully aware that points accumulate post-purchase. The concern I raised at the time was the refusal by your staff to escalate the matter when I sought clarification — not the rewards policy itself. What could have been resolved with a simple, respectful conversation instead turned into an exercise in deflection and blame. As for the complimentary coffee you mention, I viewed it as a token gesture rather than a resolution to the larger and ongoing pattern of poor service and unaccountability across your locations — a pattern I, unfortunately, have continued to witness. The fact that you reference reviews at a location not open to the public only further underscores the perception that customer feedback is not truly valued, but rather treated as a nuisance to your brand image. My reviews reflect consistent, personal experiences and are not malicious, but truthful. As a long-time supporter of the specialty coffee community in the Rio Grande Valley, it is disheartening to see how customer concerns are handled — not with openness, but with dismissal and warnings. Regarding today's incident: I raised a simple question after being quoted one price and charged another. When no manager was available — a recurring theme — the situation escalated only because no one was empowered or trained to address concerns. I left once the refund was processed, but it is telling that instead of reflecting on how a better structure might have prevented the disruption, you once again default to portraying the customer as the problem. It is clear that, at Reserva, maximizing profit takes precedence over supporting staff or building genuine customer relationships. In an industry built on community, trust, and care, this is truly disappointing. I wish your team the best moving forward and hope that one day your practices will align with the spirit of hospitality that specialty coffee deserves. Eddie"

"Location is only open to business by request. Thank you,Reserva for responding. I got my coffee at Ware road location. Very impressed with the taste. I am so glad I found local roaster. Love coffee?? Then find a local roaster and buy from them."

"Take out went quickly and the sandwich and iced coffee was delicious!"

"love the Ethiopia & light roast options they roast for pourover"

"Love the Columbia Roast"