Illy Caffe - Williamsburg

Great coffee, great pastries gelato. Staff leaves a lot to be desired. Does not understand the concept of customer service. I came here twice during my visit to Williamsburg but service was poor both times...

We got two lattes, and both were incredibly watery, and the milk was barely steamed. I don’t know if they ran the water through the puck too long or only did a single shot of espresso when it should have been a double, but it was not good.

I visited the restaurant last week after calling to check if they had Extraordinary Cupcake available. I was informed that there were four cupcakes left, and the person who answered the phone kindly offered to set aside two for me since I was just five minutes away. However, when I arrived and mentioned the reservation, the woman at the register was incredibly rude. She insisted that they don't take call-ahead orders and that it was first come, first serve. I completely understand the policy, but the way she communicated it was simply unacceptable. On the other hand, the gentlemen working there were polite and wonderful. That one woman clearly should not be in a customer service role.

I normally love Illy's. The food and coffee are to die for. However, this morning was much more frustrating. Instead of the usual staff I interact with (who are lovely), there were what appeared to be 4 to 5 college students who seemed to be more interested in talking to each other than taking orders. I had to repeat myself a few times when ordering (though it was pretty busy so I can understand that), and as soon as I was finished paying, the cashier went right back to her conversation with her coworker. I had my receipt printed and tried asking for it, but it's like I wasn't even there anymore. Then one of the employees noticed me and I asked for my receipt but she kept telling me to go to the other end of the counter and wait for my food. I finally got her to hand me the receipt.The coffee I recieved was phenomenal, great job as always. But my sandwich was extremely cold and still very chewy (not in a good way). I had gotten my order to go so I was not there to be able to ask for it to be heated up, and based on the experience I recieved, I did not feel like driving back.I'd like to reiterate that Illy's is delicious and delightful, I always go there for a morning cold brew and I still plan to. However, whoever they had working today was just not it for me.

If I could give zero stars I would. I walked in because I saw that someone had just left and that let off the impression they were still open, One of the male workers looked me dead in the eye with a mean look and rudely said “Hello we’re closed” After reading a few other reviews I now realize that this is not uncommon, because of this Illy Cafe will never receive business from me or anyone I know.