Just a short lesson on what a refill is at Starbucks: I think this is valuable information for many people!
If you order a Starbucks tall latte, and then want Pike Place Roast as a refill, the answer is “yes.” I should clarify, the answer is “yes” only if you have stayed inside the store. Once you leave the store, when you return, you will be paying full price for your beverage again. The refill price is available only for same store visits. The refill only becomes free if you are paying for your beverage with a registered Starbucks Card, at the green level of benefits. And there is no refill price for any handcrafted beverages. Iced tea, iced coffee, and hot brewed coffee all have a refill price available to them. In other words, if I drink a grande Frappuccino, stay in the store, and want grande iced passion tea as a refill, then I should be charged the refill price for the passion tea, not the the full price of the iced passion tea. However, there is no way to order a Frappuccino as a refill.
I bring this up because I noticed (thanks to a comment in another blog article!) that Starbucks has finally updated their website to truly clarify the refill policy. This had been in an area, where in the past, the website had had ambiguous language. Thank you Starbucks for this! Here’s the official Starbucks page on the refill benefit.
In previous articles, I have talked about the theories behind the refill policy. As many people know, iced coffee, iced tea, and brewed coffee are beverages that are low cost to the business. Furthermore, those who stay inside the store are more likely to linger and purchase food or other items as well. Also, it makes no sense to tell customers, you must only purchase the lowest cost beverages to be able to receive the refill price. In other words, there’s no logic to saying that a customer who spends a premium for a handcrafted drink may not receive a refill because he or she didn’t start out with a cheaper beverage. And of course, there is never a refill price for drive-thru customers.
And you really do have to stay in the store to get a refill. If you have left the store, and you return later in the day with your cup, the baristas should tell you there is no refill price available.
Hope that my readers find this helpful!
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Thanks for the policy. Very helpful. I live in downtown LA and there are 5 locations and a Target all within within walking distance to my home. We never know what we are going to be told. They just dont know their own policies. Most locations have outside seating, but they wont refill if we step outside the door. Shouldnt this be considered the same visit?
We also stopped going to 2 locations due to the horrible service (1 employee yelled at a customer because the customer wanted to put money on the gold card and the register froze. There was a full house the employee caused a huge scene. The customer just stared in disbelief. It was reported via the main starbucks website, but the customer never received a response. The second instance – I ordered a drip. They were out of all coffee (how does this happen?). They only had Clover. They charged the higher Clover price and the Barr. pouted saying she hates Clover and the process takes too long. I thought they should have charged me the drip price as good customer service, but I was okay with that. I was not okay with the pouting and eye-rolling). I get that high volume stores have it rough at times, but they really need to beef up their customer service training. They used to be so much better. Also, how does starbucks run out of coffee? This has happened to me a few times. I just leave now. I can’t deal with the Clover eye-roll.
After reading all comments, I’m still confused about what constitutes as being free refills. Seems like some drinks are free because they have a refill policy and some aren’t free because they don’t have a refill price? Out of all the different drinks how can I tell what has a refill price. I’m not coffee expert so don’t know what is drip coffee or whether or not iced latte is same as iced coffee.
I generally just get frappucinos or iced lattes. Are those free refills with the gold card?
Hi Steve! Your iced lattes and Frappuccinos are “hand crafted” beverages. An iced latte is not at all the same as iced coffee. And “iced latte” is milk, but your barista has added a shot (or more) of espresso, and sometimes some syrups. Coffee is just brewed coffee, like you could make with a Mr. Coffee maker at home (though definitely, Starbucks isn’t using a Mr. Coffee maker – no burners to burn the coffee). Standard “iced coffee” is just brewed coffee, made extra strong so it’s not diluted by adding ice, and then cooled, and ice is added.
If you ordered a Frappuccino or an iced latte, and stayed inside the store to drink your beverage, you should be able to get “iced tea” or “iced coffee” in your cup as a refill. (Though in many cities, like Seattle, local health code requires the barista to give you a new cup).
If your barista says, “no,” please contact Customer Service. I recognize that this is an area that sometimes is confusing to baristas too.
Your “refill” is offered at a “refill” price – 50 cents. Or, it is free if you are paying with a registered Starbucks card at the Green or Gold level of perks.
Thanks Melody! This explains it very well! I’ve never had Starbucks regular coffee before but I’ll try it. I was hoping to get my latte refills for free too! Oh well. Thanks again!
Evidently, this does NOT apply to Starbucks in Hawaii. In two different Starbucks on Maui, whenever I’ve bought a brewed coffee, drank it in store and then went up for a re-fill, I was charged 50 cents. In the past I’ve just let it go since 50 cents is no big deal but since i am a Gold Card holder I asked and the cashier told me that there are no free refills for Hawaii stores as she charged my Gold Card. Sigh… This is not unusual as we see TV ads for national chains all the time with specials (“for participating stores”) so SUBWAY, Burger King, KFC… none of the commercials apply but it sure is tiring to have to see all those commercials. We’ve started calling it the TAX for living in paradise but I wish companies would tell the truth and not rely on fine print.
Thanks for your post! I, too, am always confused as to what the rules are for a refill drink. I am in FL and am a green level and pay 50 cents for all refills!! It says FREE REFILLS if you’re green or gold – but apparently not. Kinda crazy
I am a gold level member and I ordered a tall iced americano and it was $1.95 then when I asked for a refill, barista told me I will have to pay the full price minus a cup charge so I ended up paying $1.85 (10 cents off) to get it refilled. So confused about the refill policy.
Hi nk! An iced Americano is a “handcrafted beverage” with espresso shots. So, it does not quality for any kind of refill proce. You should have been able to get Pike Place Roast coffee (or whatever the coffee of the day was) as a refill.
Just keep in mind that they only time you’ll ever get a “refill” benefit is if your REFILL (not first drink) is (1) iced coffee, (2) iced tea, (3) hot coffee (coffee of the day), or (4) hot tea. If the “refill” is not one of those four things, you will always be charged full price.
The longer explanation is that those four beverages have high profit margins, and can be offered, creating good will. But, just keep in mind it’s the four things listed above.
Thank you for the information Melody!!!
So I understand the refill process somewhat, it’s still a little foggy. To my knowledge this is how it works:
Order a green tea latte, drink it in the store. Then I can get a regular iced green tea (or other variety of brewed tea) as my refill, correct? Or could I get an Iced green tea lemonade? Since it is a green tea or would the lemonade make it a “handcrafted beverage”.
I’m a gold member and have never even gotten a refill because I have never stayed inside a store to drink or eat.
Also would I earn a star for a refill? Or would they just scan it to verify it is a refill?
@Nate – Sorry to have made this confusing! Just as an aside, this particular blog post is now one of my most popular articles every single day!
In any case, you get a green tea latte. Drink in the store. You want a refill – in your example above you could receive iced green tea for the refill price. You couldn’t get a green tea lemonade.
The easiest way to think of it is that there are just four items that can ever be at a “refill” price (or free with your registered, loaded card at the green level or higher) – Those four items are (1) brewed coffee (2) hot tea (3) iced coffee or (4) iced tea.
The tea-lemonades aren’t part of the list. Sorry.
I really do hope this helps!
@Melody
Thanks! I actually went inside to Starbucks, since I’m a regular, they told me how to get around the system and they punched in my GTL into the system as a “heavy lemonade”, and I got my refill. I don’t know if I’ll always be able to do this but I will try 🙂
I visited starbucks today (still in the store right now) and I ordered a venti very berry hibiscus refresher expecting to be able to get a refill on iced passion tea. However, this was not the case. I approached the three baristas in total on two occasions and asked them what the refill policy was all about. The second time I had the online policy on my phone right then and there. They didn’t bother to look at my phone but they were pretty specific about the “regardless of the original beverage purchased” referring to regardless of the coffee or tea drink purchased. This makes no sense to me, but I wasn’t going to make a scene over a refill. I am definitely going to contact customer service to try to either get them to re-clarify the policy stated online so others don’t make the same mistake I do and/or to give me a refund on the iced passion tea.
Sitting in starbucks right now and I wanted to officially find out what is up with this refill policy on the green level. After my last post, I still thought that I was getting ripped off by 50 cents each time I got a refill (which is quite often, because I come here for hours on end to study several times a week). I checked my balance and it never charges me when I pay for my refill on my registered starbucks card. Woohooo!! Refills are indeed free on the green and gold level! 🙂
@Hannah Yup, once you reach green level, refills are free. Honestly, refills can be kind of tricky to explain to customers. We have to ring the beverage in under the refill price which is then taken off once a registered card at the appropriate is used. Some people get confused at the initial charge being displayed on the screen, and believe that their cards are being charged even after showing them the final reciept and doing a card balance inquiry. So you’re not alone, and it just helps when a barista who knows the ins and outs of the MSR program is there to help you out. =)
Hi,
I was wondering if you continue to get stars towards gold once you’ve reached the green level (since your refills are free). Thanks.
Hi Charles – The “refill” transaction (by itself) does not earn you any stars. So long as you are paying with a Starbucks card with money on it, and registered to your Starbucks.com/card profile, you are earning “stars” – There are only a few exceptions, and the refill transaction is one of them. Since it’s free at “green” level or higher, no “star” is earned.
You’ll want to make note of your profile, and check it now and then on the app, or log into Starbucks.com. Once you reach “Gold” level, your “stars” go towards earning free drink/food rewards, which is a nice perk.
Hope this helps!
Refills should be free for non handcrafted drinks, as explained above. It all depends on baristas on how they charge, say for extras. I usually get an iced caramel coffee from a particular store and get refills for free 90% of the time; this certain barista makes me pay $.55 cents for refills, saying it’s a charge for “caramel” iced coffee (a grande size); he’s right but really? Also, I always come and go as I please, so I have no complaints.
@Nate – it is called out in our refill policy that tea lemonades are not included. I’m happy to surprise and delight customers depending on the situation – I’d hate to make someone feel embarrassed or stupid if they genuinely were confused about it. But, a regular who knows the rules and is trying to take advantage of an already generous refill policy would get a wink and a “Are you trying to pull a fast one on me again?” while I gave you the choice between your free refill of iced green tea or paying for a new green tea lemonade (whilst of course getting your cup discount for bringing back your cup :))
There’s a reason the lemonades aren’t free – it’s not the smartest business decision – compared to the water we use in the iced teas, the lemonade is much more expensive 🙂
@Roger – your iced coffee comes sweetened with classic syrup as per recipe standard, and you may sub it with any syrup of your choice at no extra charge. So, your refill in that sense should be free. But, if you leave the store and come back, it is no longer a refill – it’s a new visit, and technically, you should be paying full price. Your call if you bring it up or not with the barista 😀
Thanks Rebecca.
This sort of detail is not spelled out in the Satrbucks policy for free refills. I’ll bring this up to the barista charging me extra for the caramel, although I’m still ok because those $.55 purchases count as stars for a free drink/food item once I reach 12 stars.
You’re right, it’s not in the refill policy – it’s how you’d charge the drink all the time – since the drink has a syrup in it already, you’re not getting extra flavor – just substituting it. No matter whether it’s a refill or not, those rules don’t change 🙂
Reality is better than policy. Reality is I use my gold card to get free refills for brewed coffee at the drive thru of every starbucks I’ve been to. No leave the store policy in force at all. Only been told once that I should come inside for the refill in thousands of visits. 7 days a week. Card has little benefit if the refill policy is tighter than that.
Does Starbucks have an official policy on what constitutes “leaving the store”? If a Starbucks has outdoor tables, are you still technically in the store if you go outside to sit at one, since you’re still on the premises?
What if you walk 10 feet to put some change in the meter or get a new parking stub, or go to the store’s parking lot to get something from your car to bring back to the store?
What if you go just outside a Starbucks that doesn’t have outdoor tables, to speak to someone you know, and then go back inside?
And do baristas actually notice such things and enforce this ambiguous rule according to them, or is it mostly on the honor system?
Also, so long as your refill is one of the 4 items you mentioned (hot/cold coffee/tea), can it be any kind, e.g. blonde, Pike, green, passion, etc.?
This is great, thanks for posting !! Still having difficulties from time to time. I got a hot tea and asked for a refill and they would just give me more water, so I went ahead and asked the barista: “What if it’s my third refill ? At that point the bag of tea would be completely flavorless right ? ” He still would just give me attitude and say this is what it is, but I will give you another bag because I do not want to argue for 50 cents. I felt bad and disrespected, I was not fighting over the 50 cents but over the refill policy. I have been a gold card member since the first two weeks of this campaign and always receive another bag of tea with another cup, etc.. FRUSTRATING.
I’m still extremely confused. I was in yesterday, was in the store for 2 hours, and tried to get a refill beverage before I left. I asked the barista what the refill policy was and she listed pretty much what the official policy said. I explained to her that I was a green level and that even though I had purchased a grande iced hazelnut macchiato, I asked if I could get an iced tea as a refill. The barista flat out said “No, the original purchase has to have been what you’re getting a refill of. If you want a refill on iced tea you have to have ordered it first.” After reading this post I was under the impression that as long as the refill drink is brewed hot coffee/tea or iced coffee/tea it’s free at green level regardless of the original purchase? Did I get that wrong?
Danielle, you did not get it wrong – the partner did. However, it is the most poorly understood part of the policy – I end up coaching other store managers about it. I think it’s because when you think of the definition of ‘refill’ you don’t naturally go to a different beverage, right? I explain it to my partners that My Starbucks Rewards members may have their cup refilled with any of 4 beverages – hot or iced tea, oor hot or iced coffee. In Canada, we always have to give them a new cup, so this helps them wrap their heads around someone switching from hot to cold or vice versa as well. And then I try to get them to sell them some food, lol 🙂
https://twitter.com/cupcakesandsbux/status/353520666441547776
^ I thought that was a good question, and I’m not sure of the answer. Can you get an “Orange Spice Iced Coffee” as a refill?
Melody,
At our Starbucks, we do refills on the Orange Spice Ice Coffee too. 🙂 It’s treated as a regular ice coffee.
Whenever I hand a customer any of our ice teas with lemonade, I make a point of letting them know that they can get a refill of just the Ice Tea (Black, Green, or Passion) while at our store … 🙂
Thank you Rebecca for the clarification!
I just stopped by the same Starbucks location and asked for an iced green tea refill and was told AGAIN that I had to have ordered a iced green tea to get an iced green tea refill. I brought up that “someone” told me that it doesn’t matter what I originally ordered as long as its coffee or tea. Thankfully I was talking to shift leader/manager who I see working all the time an he was nice enough to give me what I wanted. He said “some stores are just lax on the policies”. I don’t know what that means but if it means having to make a fuss for a free refill then I’ll pass. I’m not trying to be one of “those people”. I just want to make good use of my Starbucks Rewards! I got nervous and felt bad so when he asked if I wanted my tea sweetened I said ‘no’ haha.
Maybe they’re just nicer and know the policy better in Canada haha!
@Danielle – I am sorry you are going through this hassle. Rebecca is exactly right, and here in downtown Seattle, there is no question, the baristas (partners) know the refill policy, and you’d get the iced green tea without any hassle.
At this point, I think your neighborhood store needs a little feedback on the refill policy. If at all possible, I would try to get the name and number of that store’s District Manager. Sometimes, it is right on the backside of the “Share Your Thoughts” flyers at the condiment area, but I have noticed that detail is often missed once you leave Seattle. You could, very casually just say “hey could you have the DM give me a call?” – Though I can tell you from experience – and even recently I had this happen to me in Pierce County (a place south of Seattle) – I was never able to reach a DM – simply NO call back, after I left a voice mail with my full name and number.
You could call Customer Service too – http://www.starbucks.com/customer-service/ – I would ask for the DM to follow up with you.
I know from my own experience that follow up can be difficult. But that store needs to know the refill policy.
Good luck!
I ordered a Cool Lime Refresher today and noticed that when I paid with my Gold card, I saw MSR refill (or something like that) on the cash register screen. From reading the posts, it doesn’t sound like the refreshers qualify for refill, but just wanted to find out what that message meant? Maybe it just signifies that I qualify for a free refill of coffee/tea? Thanks!
@ Danielle – It states right in our beverage resource manual (and for that matter, on the Starbucks website where it explains rewards) that the refill is regardless of the original beverage purchased. If you are comfortable doing so, you could pull up the website on your smartphone and show the SM – it may be that he/she is uninformed 🙂 I don’t mind when a customer shows me something – often I can clarify it for them by pointing out some small print, but once or twice they’ve shown me something I didn’t know before. Starbucks is a big company, and I’ve only worked here 5 years – there’s bound to be something I dont know 🙂 If you don’t feel comfortable with that, emailing or calling the DM is definitely the way to go. I’m sorry you’re going through this hassle – it should be easy and painless 🙂
@Brian – whenever you pay with your gold card, that message displays – MSR – means My Starbucks Rewards, and it means that you are eligible for free refills, *according to the refill policy* – staying in the store, and getting a refill of one of the 4 beverages offered – iced or hot coffee, or iced or hot tea. At this time, refresher are not included.
hi there. i was wondering if i could get a refill on a grande green iced tea if i brought my own mug and if i stayed in the store after my first drink? thanks!
Is there a time limit on the refill policy? I was told that by a certain store that it had to be claimed within 1-hr. Also, do I scan my card when I claim the free refill or do I just tell them I’m at the green level?
@Natalie – if you use a registered Starbucks card that qualifies (ie is at least the green level), then yes you could. It doesn’t matter where or not you have your own mug, except that your first beverage would be 10 cents cheaper.
@Jen – there isn’t a time limit, but as a store manager, I would definitely have a conversation with you if you were taking up a table all day, getting only free refills, and taking up space in my very small cafe where other paying customers would like to enjoy their food and beverages. And yes, you do need to swipe your registered card for the refill to be free, so make sure you have it with you 🙂
Hi, Melody:
Thank you to you and all the others who have posted all this information. I have always wondered about these type of things, but felt kind of awkward to ask such questions. I’ve read on some blogs that some baristas get really upset with customers if they are unsure about what to order for their handcrafted drinks – otherwise, there are so many combinations I would love to try. I try not to hold up the line so will just order the same two lattes or frappuccinos as usual.
Anyways, regarding the refills … we have Starbucks within Chapters stores, which are also sometimes inside a shopping mall. If I ordered a drink, then wandered around Chapters before returning to the Starbucks counter, would I still be eligible for the qualified refills? Is a used Starbucks cup basically what baristas look for in charging full price or refill price (or free on registered cards)? Are the baristas able to remember all the customers who purchased drinks within the last hour or two? I am a Gold Level member and have never asked for a refill – just wanted to know should I still be extra thirsty one day after finishing a drink in a store.
Thanks!
JW,
As someone else commented before, the policy is that u need to remain in the store but reality is most baristas don’t and can’t remember everyone unless your’re a regular. Being a member is best because if u buy with that card (green or gold) and comeback for a refill, you won’t get charged (baristas will enter .55 for example for the refill but get charged 0) but the card will have a record of ur earlier purchase (if u haven’t and try to get a refill, the refill transaction will be denied on ur card); I know this from experience. If you use cash, that’s a different story when getting refills; I know though that most baristas want u to bring the cups back from the first purchase as well as the receipt since it’s the only way they can prove u purchased the original drink.
OK, thanks Roger.
I understand about being within the store. I wanted to ask about the Starbucks at the Chapters Book Store location within a mall. The Starbucks is not a separate store (no walls or blocked off area), but a counter integrated into the Chapters. So, I am not sure how one stays “within the store” unless you simply loiter in the immediate area in front of the counter. But, it sounds like the baristas would probably be ok with us hanging out in close proximity, especially if we have a recently used cup and receipt to show.
Hi JW! The refill perk (free refills when staying in a store) is a green level perk. One of the things that I don’t know about it whether your Chapters store is a licensed location or a company-operated Starbucks. It sounds like it could be a licensed store – if so, it’s totally possible that they have their own rules about refills? Anyway, let us know how it works out for you, and what they say!
In my town, we had a customer who would always get an iced passion tea refill after purchasing a grande frappuccino and we baristas always said yes, until our store manager told her that she couldn’t do that the next time she came in. Well, she had proven that she could in fact do it based on what the Starbucks.ca site said, but two store managers (mine and the one in the next town over) as well as our district manager didn’t even know that it was allowed. Do not get upset with your baristas if they don’t know about this policy, because it isn’t even common knowledge among the store and district managers! We’re just following what we’re being told. 🙂
I get that if you leave the store you no longer receive a Free refill. My building has a starbucks right down stairs…if I bring my empty coffee cup back after a couple hours will they charge me 50 cents refill price or full price?
Thanks for the info! I was told this yesterday and u didn’t of of a refill policy. All I had been ordering was a tall coffee and getting a refill was the only reason I order coffee in the first place as I’m not a coffee drinker, the only reason I do is a pick me up when I need to be alert. Most times i dint need coffee fir this, its my eating habit and not having enough protein/fat/carb ratio.
Now that I’m aware if the policy, I’m going to start making instant coffee at home. VIA is too over priced when there are more options at the grocery store.
@Sofia – It really depends on the store and on who’s working. The policy would be that as soon as you walk out of the Starbucks doors, even if your office is three feet away and you can see your barista from your desk, you will be charged full price when you come back for a refill. Now, in reality, you will probably get a refill price as long as a manager or strict shift supervisor isn’t watching the partner on register closely. IMHO Starbucks should give out free refills like candy on Halloween. The policy isn’t properly enforced which ultimately creates confused and unhappy customers and baristas alike. But for the record, they should charge you full price.
I called Starbucks customer service at 1-800-782-7282 a few minutes ago and talked to Rachel.
She said that green or gold car members are elligible for free refills if they don;t leave the store. if they leave the store adn come back they will be charged 50 cents for a refill.
i advised her that the website says something different and she did not respond.
Of course, she also did not know what an Orange Spice Iced coffee was either.
I have concluded that even the people who answer the phones for Starbucks customer service do not understand the refill policy, nor are they familiar with the menu.
I think Starbucks hsould do one of two things:
1. Give every employee adequate training on the refill policy and inform their customers in a clear, concise way what the policy is.
or
2. Get rid of it. It was a good idea which was implemented so poorly that it makes a lot of employees and customers unhappy.
@Chris –
Yikes! It worries me to hear that Starbucks Customer Service is giving wrong information. And how could she not know what an orange spice coffee is?
This isn’t that hard of a policy to understand. This is not rocket science. But training is lacking.
I just went to Store number 629 and asked for tea refill. The store manager asked me if I had receipt. No. Starbucks usually doesn’t give receipt because it cost $$$$ for printing and ink. The store manager incest that I purchase a new cup of tea. I asked for a one tea bag. When he charged me $2.45, I asked usually the stores charge $2.15, but the manager said it sales tea by cup not by bag. I am confused. Why it’s policy is not consistent. The manager wanted to know if I had purchased the morning tea from the same location. Does the store manager give kick back from the sore? In business, it is called reward, but I don’t see the difference between kick back and regard. I am regular customer and I was very disappointed with manager’s action.
@Sherpa – If you take a look at the refill policy as written in this article (please do click through the official one!)
http://customerservice.starbucks.com/app/answers/detail/a_id/1882
You see that the in order to get any “refill” perk, you must asking for the refill during the same-store visit. In other words, if you leave the store, the “refill” perk comes to an end.
I think what the manager was trying to do was figure out whether you’d left and come back – and in his state of confusion, was maybe thinking that he’d give you the refill if you’d been in any time during that day.
Nonetheless, it sounds like the manager was not able to adequately articulate in words the refill policy to you, and it sounds like maybe you were confused about it too.
I’m sorry you had this experience. No doubt, IF you’d stayed inside the store, and never left since purchasing that first beverage of yours, the answer should have been a friendly “yes.” In all honesty, if you were returning to the store, after having visited and left from some earlier visit, the answer should have been “no.”
I recognize it is confusing. Here in Seattle, there are a few coffee houses that offer a “flat rate” for refills, so long as you have the store’s cup – namely Diva Espresso and Specialty’s.
But in the world of Starbucks, once you walk outside of the store with your beverage, the refill perk comes to an end.
I do hope this helps. And I encourage you to read through the refill policy as outlined on the Starbucks website. I’m sorry your experience wasn’t great. At the end of the day, the experience is just as important as the beverage.
@Chris, @Melody and other folks, remember Starbucks Customer Service (both phone and email) is provided by a third party customer service provider (IIRC home office in Nevada). This company has many call center locations in the US, but also in Mexico, Canada, and India. When the company first took the Starbucks contract they promised they would try to only use the US call centers, that went by the wayside real quick. Customer Service operates off of scripts and very seldom is aware of current offerings and promotions. If you have a problem with your Starbucks Card you should be “escalated” to a call center that has the security to deal with your card issue.
Found the exact information on Starbucks Customer Service, this is an excerpt from the Wall Street Journal archives:
Early in 2010 Starbucks closed its call center in Seattle and contracted with Sitel, of Nashville, Tenn., a privately held customer-service provider with operations in 27 countries, they will take calls for Starbucks at its Albuquerque, New Mexico operation (and possibly anywhere else in the world).
If you Google “sitel starbucks” you will get a number of articles.