Me: Hi, I'm calling because my husband comes into your coffee shop often to bring me coffee at work, and about half the time the drink tastes like the espresso has been burned. The drink he brought me today is completely undrinkable.
Manager: Oh, it's not that we burn the espresso, it's just that we leave the shot sitting too long.
.... If you know exactly what the problem is, why do you continue to do it??