| rev:text
| - This 24 hour coffee house has great potential but falls short where it matters, consistent quality of drinks and customer service.
Madhouse does offer a wide selection of non-dairy milks, great for people with allergies. I usually opt for coconut milk but they also have almond, hemp and of course the ubiquitous soy. These options are great to see and I wish more coffee shops would follow suit.
Prices for some items are a bit steep, something that would be perfectly acceptable if the quality was consistently high and service on point.
Unfortunately the dodgy employee training and high turnover rate here result in drink quality that is hit or miss at best and customer service that is essentially nonexistent.
My usual drink here for months has been a blended Matcha with coconut milk. When made properly it's excellent. When ordering at Madhouse the barista's do not usually repeat the order back to you to confirm, they simply say "ok" and start making your drinks. After getting several Matchas made with regular milk when I ordered coconut milk (and paid the upcharge for it), I started asking the person who made the drink if they used coconut milk before accepting it. After I started asking I found that they used regular milk by mistake more than half the time. If you get the wrong milk the drink has to be remade and it's done in a hurry. Every time that I've had drinks remade here they are not properly blended until smooth, filled with obnoxious chunks of ice.
After getting three drinks in a row on three separate visits made with the wrong milk by mistake and then remade without being properly blended, I decided to go back and raise the issue with management.
My last drink at madhouse was a blended matcha that I was unable to drink because it had large chunks of ice that got stuck in the straw every time I tried to take a drink. I happened to get the drink at the drive through on a Friday morning with some friends on our way out of town for a road trip. After already holding everyone up by getting my drink remade due to the wrong milk being used by mistake, I wasn't about to drive back and have them re-blend it yet again. Instead, I went back with my receipt on the following Monday when I was back in Vegas to see if I could get a replacement. I was told by "Ricky" who claimed to be an owner (I have no idea if he really was) that there was nothing they could do. He said that if they replaced drinks with just a receipt that everyone would take advantage of it to get free drinks. Maybe some people would do that, but what about the rest of us? This kind of policy will just alienate their paying customers whenever they encounter a problem and have a legitimate complaint.
With better employee training and a more customer-centric approach to service, this would be a great little coffee shop. As is, Madhouse is probably best avoided, especially if you have dairy allergies. I'll be making my matchas at home now and saving the $11 I was normally paying to Madhouse for them so regularly. Shame.
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