Caribou Coffee Refused My Request for Less Ice and Provided an Unprofessional Response

I ordered an iced mocha and a latte at the Caribou Coffee location in Istanbul Tuzla Marina. When I asked the cashier for less ice, I was told, “There is no such term as less ice. If we use less ice, the amount of the product decreases.” I explained that at other coffee shops, when I ask for less ice, they typically add only two or three ice cubes and provide more of the actual drink instead.

The cashier then told me, “I am not the company owner. This is how it is done here.” I found this response very disappointing and unprofessional. I have attached a photo showing the amount of ice added to both of my drinks.

This is the first time I have ever encountered such a practice. If “less ice” were truly not an available request, I would expect the same policy to be consistently recognized across the industry. Instead, the cashier made a general statement that does not reflect the way this request is normally handled at other coffee shops.

I believe this experience does not reflect the level of customer service I would expect from Caribou Coffee. I request that the company review this incident, clarify its policy regarding customer requests for less ice, and ensure that customers receive clear and professional information from staff. I also expect the company to review the conduct and communication of the employee involved.