I want to be sure that someone in Upstart Crow/Coffee Bean corporate reads my comments. I was in the Universal Citiwalk store on 6/17/14, and as I walked in, was witness to a very ugly scene. A large woman was pushing a stroller with a little dog in it, and did not have the proper papers or therapy dog ID to show your store employees. Per the law and your store rules, your employee, Alexandra Castaneda, told her politely that the dog was not allowed in the store without the proper ID. I have a little dog myself, so I know those rules well. This woman let Alexandra have it - fully yelling at her in front of other customers, giving her verbal abuse and waving her off, saying "Go away! No one likes you!" She refused to leave the store, and the staff called security (rightly so!), but this woman kept screaming and demanding her name and said she would call in and report Alexandra. I called her aside and gave her my name and number and told her if that woman said ANYTHING, she should have her supervisor contact me, and I would be happy to vouch for Alexandra's patience, professionalism and courtesy. I am sure I would not have been able to hold my tongue, had I been in her shoes. I didn't hear anything, but nevertheless, I would like to alert you to an excellent employee who professionally stood her ground, and I recommend a pat on the back, some recognition, or a gift card would be a great thank you to her for going above and beyond the job. I am in the recruiting industry, so I recognize how hard it is to attract and hire good, responsible employees to staff. Alexandra is one of those, and she represents your company well. Kudos to her!!!!!!!!!