Trax Depot Cafe - Crystal Lake, Illinois

Clara M.

I purchased food the day before today with the same two employees that I saw today, and was treated with a dismissive attitude by the older woman who works here.

Yesterday's food purchase involved some eye rolling from the older woman and when I asked for a spoon (I didn't see it in the bag), she said "umm....I'm pretty sure I already put one in there." (Sarcastic tone, another eye roll). I found the spoon, but jeez, that attitude was unnecessary. How about "oh, I put one in already! If you can't find it come on back!" (I work in retail. I know how this works.)

Today, I stopped by and grabbed a few napkins to wipe off my computer after it had been pulled from storage (I am just starting graduate school and a commute downtown). The older woman with red hair who works there removed the napkins from the community area after I began using them. Mind you, I grabbed two.

I was still working on the computer, and I kindly asked for a napkin to get the final touches. This would be napkin number 3. I was told I had to purchase something, with 4 minutes until my train arrived. Now that's fine, and I would have purchased something, but I wish she would have informed me of their rigorous napkin/spoon conservation policy, which if it is exists, I'm totally cool with- go green!- but please just inform me or put up a sign and don't play passive aggressive hide and seek with me by literally removing the napkins at the sight of me taking two.

But it didn't stop there. She then says, "you used too many napkins, that's why I removed them." While she continued her eye rolling. Seriously? Would I ever tell a customer "you tried on too many clothes," "you made a mess in the dressing room," "you can't have the hangers, you take too many..."? Also, I TOOK 2 NAPKINS! Lord forgive me for not knowing your napkin policy and that I should never ask for anything, even a spoon to eat my food with!

I asked the younger employee for the name of their boss (she gave me a name, but didn't give me information), because at this point I had been treated rudely, with no friendliness or attempts to solve the issue with friendly communication, twice in two days. After not getting an answer from the younger woman (and that wasn't her job to inform me, I understood that), I asked the rude woman for her boss' contact information. Her response? "The boss doesn't speak to people." I can take your number and she will call you." Oh really, I can trust in good faith after our excellent exchange that you will inform your boss of a complaint against YOURSELF? Yeah, right! I took that as another indication that this woman thought I was stupid, and was dismissing me, and that was very insulting.

Like I said I work in retail, and if I was dismissive, rude, didn't communicate with friendliness, and worst of all, did not allow access to a manager for a complaint, my boss would want to know about that! After I asked her again how to contact her boss, she ripped a paper towel from the back and handed it to me. Did we have to play this strange power game for a paper towel?

Here's what you do in the future:
1. Inform the customer of the policy upfront.
2. Suggest a solution (in this case, offer a paper towel or suggest where I can find one).
3. Be friendly and polite

I politely requested that she think about her attitude towards customers, to which she replied "that wasn't attitude."

Since I was denied access to their boss, I thought I'd write a review. The younger employee was polite, but her manager has been nothing but unfriendly to me. As a retail worker and daily commuter, I do hope this review reaches the boss, not to be punitive, but because customer service is extremely important. I did get a name of the boss- Wendy, please consider reviewing basic customer service with this older woman. The younger one was nothing but pleasant.

Nancy S.

A time n place to rest, in-between travel destinations 👌 Quiet, clean and relaxing. Food available for the wary traveler, with friendly, competent service with a smile. 😊 Beautiful Greeting cards available for a small price. 👍 I enjoy the books to share, also 💓 THANK 💞 YOU 💓

LessIsMore

Love the coffee- would give it 5 stars but the baristas are not friendly nor pleasant. I actually stopped going there because it seems like it is a bother to them to make my drink. They also don't expedite when people are trying to make a train. Not impressed with the attitude.

Vickie W.

Worst experience at Trax- 1st sat down and they had an infomercial playing, asked them to switch it, so then the race was playing (great). But someone came and switched it back to the infomercial. Crazy since all the other TVs were broadcasting the race. Had to chase after staff for that and silverware- crazy to have your food there & no way to eat it. Then asked the server if the Bloody Mary was spicy, said no- wow, clearly he hadn’t tasted it. While it is the most awesome looking one I’ve ever seen, it was as if they added 2x the spices- so salty we left 3/4 of it.
Next time we’ll do Chili’s- ribs and service are always great! And you won’t have to watch infomercials on plastic surgery and fat reduction.

Caroline R.

Great coffee n tea selections. Awesome retro wood furniture to sit at. All for sale. Vegan pastries available. Only drawback, no restroom.

Brice E.

Coffee is always superb and service is amazing. Like most people I usually get it as I'm gonna catch a train. But I've went there specifically just to get the coffee too .

William U.

The coffee is great
Jennifer is always very helpful and goes out of her way and is always pleasant .Its a pleasure to stop in and get a cup of coffee I look forward this every time I stop.
Thank you Jennifer

Arlene V. W.

This place is good to get coffees, sweets, buy metra tickets while you waiting for Metra. Good place to keep cool in Sumner and warm place during winters. Even raining.