There are aspects of this restaurant that I love and aspects that I hate.
The Food (5 stars)
Today I had the lobster bisque and the turkey cranberry panini. Both were flavorful with the right blend of texture and temperature. The meal cost $10.12 with tax.
The Customer Service (1 star)
I have only been in this restaurant a handful of times but every time I come in there seems to be a customer service issue. Here is the issue today. I don't eat chocolate so I requested to swap out the chocolate dipped strawberry with an undippped strawberry. I was watching a worker dip the strawberries through the window so satisfying my request was as easy as stepping around the corner and picking out a strawberry before it was dipped. My request was denied. I was shocked and protested. Still denied. Not too happy, I went to my seat momentarily before asking to speak to a manager. The manager explained that they don't cater to specific requests because they also use strawberries for salads but that he would get me one. I found his explanation to be lame but was grateful for the strawberry.
The woman ahead of me in line asked in there was a way she could buy one extra chicken strip because the standard order size wasn't filling enough for her daughter. Her request was denied as well.
Unfortunately, Cafe Zupas will lose customers due to their hardline inflexibility. Up to this point, it doesn't seem like they care. I don't know if I'll be back.