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!
444 Comments
Leave a Reply
You must be logged in to post a comment.
Socialize
@DadCooks – I remember that being in the news when it happened, and I think in 2010, I made mention of it on this blog too. It was a cost savings measure for sure. Though, Starbucks is a pretty complex world, and there is a lot to know. A “script” cannot possible predict all the many variations on questions that can come up. I sort of think that Starbucks doesn’t see any problem in outsourced customer service, but I would rather see CS return to Seattle operations. Starbucks is unusual in how much there is to know – it’s not like CS for one narrow product like hair care: it’s CPG, loyalty programs, new products, in-store experiences, promotions, StarbucksStore.com, coffee questions, La Boulange and Evolution Fresh questions, merchandise information … so much!
i have a question? will there be anymore keychain cards again? i have one for years and now sometimes when the cashier tries to use it , we start having troubles now .. help i need another keychain starbucks card
please help, i use this card almost everyday 2-3 time in a day.
@Lorna – Thank you for the comment …though it’s not really a refill comment! LOL. But I have good news for you! I have heard that there will be a “Pumpkin Spice” celebratory mini key chain Starbucks card start next month in September. The next mini card is almost here! I think, if you go to the Facebook side of this blog, and scroll down, you’ll find an image of it. Hope you get one soon!
The first line is wrong. You may not buy a latte then get a pike refill. You get a refill of the original drink. Ie tall coffee is the first drink then that’s the refill. Also tea lemonades aee not valid as a refill. But generally the article is correct; you may not leave the store then return later to obtain a refill. Pkease don t be a tacky person!
@Tara – This article cites Starbucks directly – it is THEIR policy, not mine, and not yours. The first line is correct. That IS what Starbucks intends as a refill, so long as you have stayed in the store. Yes, any customer who drinks a latte in-store, and then wants Pike Place Roast in his or her cup should hear a friendly “yes” from the partner. If you have questions, I recommend that you contact the Starbucks headquarters – I’ve cited to them, not made this up.
@melody whoah definitely calm down. I was just pointing out the policy we have in the back. I absolutely was not blaming you directly for the writing or expressing my own personal policy.
@Tara –
I am frustrated to no end that most partners are not actually trained on what the Starbucks refill policy actually says. I encountered this the other day with a partner who knows me well, at Pacific Place Starbucks. I showed him the actual Starbucks page
http://customerservice.starbucks.com/app/answers/detail/a_id/1882
And he was so great about it and immediately said, “wow Melody I didn’t know that …”
But, I see this as on-going problem that kind of wears on me. I am worn out by it. I don’t mean to take it out on you. I hope you now know the refill policy, as mentioned here.
By the way, I have even seen HUGE reddit threads on this (I don’t read reddit much but was amazed to see this was an enormous conversation there too!)
Of course, no offense taken. I was unable to find your particular link to share with my store, but it’s fine. Have a good day!
Melody’s article is correct. It is also very clear to what may or may not constitute as a refill. As a partner I am overjoyed that someone like Melody is as passionate about the company as I and shares that passion with the world.
On a side note to partners, if for some reason you still doubt this article AND the corporate site that was cited, please kindly check out the BRM located in BOH or the portal. It confirms the policy and should lay your questions to rest.
Melody you are correct or more so Starbucks policy is correc that you have stated. It doesn’t matter what the first bev purchased is / you are entitled to receive brewed, or iced teas/coffees as refills. Lemonade is not supposed to be a refill though :/ – I am equally frustrated Melody by partners who are not thoroughly trained in simple things such as these and consistently provide incorrect information to our customers. If you don’t know policy LOOK it up!
@Elizabeth Lopez – Thank you. There is so much confusion and angst from both sides of the counter. This page on refills has been my most-visited article in the past 12 months, largely because of the bazillion people who type “Starbucks refill policy” into Google.
I see where the heartache comes from: there’s also the huge problem of people who do not stay in store, and want a “refill.” 🙁
But, yes, those who stay in should get what the policy says.
I’ve heard this mentioned on twitter, but I think it would be great to see the Starbucks card track refills in some way. Perhaps, eliminate the problem of people who come in with empty cup days after the fact. But this would require that Starbucks limit the refill perk to anyone who has a card, and it would irritate the customers who come in and want to pay 50 (54 cents after tax) for a cup of Pike Place Roast with cash.
Melody,
What you have written here is definitely accurate and up to date currently. I am a shift supervisor and have had struggles with past managers and fellow baristas who seem to disagree this policy is true and I have always made it a point to let everyone on my shift know that this is policy plain and simple. I hope that eventually everyone will universally be on the same page because that is what Starbucks is all about. Thank you for sharing this with those who have been misinformed.
Jess
CA
@Melody, what @tara unintentionally showed with her comment is just another example of a Starbucks with a rouge Manager and most likely rogue District Manager. Starbucks turns a blind eye to these situations which really need to be addressed.
I consider Starbucks genuine policies to be fair to the customer and the Partners. And those polices even favor the customer with the “just say yes” policy, that unfortunately is open to abuse on both sides.
@DadCook – I must admit (though I don’t like to) there is truth in your comment. I don’t think it’s always mal-intented. Some of it is simply mis-information being spread, and some partners assume that well, if they heard it from another partner, it must be true. Of course that is just silly. Mistakes can be made on both sides of the counter.
The answer would be wide-spread training!
I was just at starbucks helping my sister with her homework. We were there for about an hour and half and before we left I wanted a passion iced tea. I was told that since I originally purchased a frappacino that I would have to be charged for a passion iced tea because I couldn’t get a refill when I originally didn’t purchase a tea. I looked up the policy online and I showed it to the barista who then called over someone else and even after reading the policy said I wasn’t eligible for a tea refill. He said that the “regardless of the original purchase” policy means that if you get tea you can get a coffee refill not that if you buy a frappacino you get a tea or coffee refill. This was very embarrassing. I guess the online policy should also include examples before each barista could interpret it differently.
I only have one question: how will they know that you stayed in the store, what if you ask for a refill and they didn’t see you in the store and deny your order. Or what if you insist you were and they give you the refill but you actually exited the store? They don’t have a specific time? I tried to look this up on Starbucks webpage but couldn’t find an answer…
I have a question on the refill policy and staying in the store. Many days we sit in the Starbucks supplied tables outside. Do the on site tables outside the store still allow me to get the free refills?
Hi Jay! I think that is an area of ambiguity. I would think you should still be able to get a refill. But I cant say for sure.
I have a suggestion for those who go sit on the patio to enjoy their Starbucks, be sure to get your beverage in a for-here cup/mug/glass (yes you can get a glass for your Frappuccino®) then there should be no question about your refill request; remembering that you can only get a hot/iced coffee/tea if you did have a Frappuccino® or any espresso beverage.
Even if you have your personal mug, forgo the 10¢ discount and use the for-here cup/mug/glass the first time around. Have them refill your cup/mug/glass if you are getting your refill “for the road”.
This should eliminate questions.
So even if I buy a Hazelnut frappé originally? I can not refill with another frappé? and if I get a frappé and refill it with a different drink they are still going to charge me because my original purchase was a frappé?
I recently emailed customer service about the refill issue at my local Starbucks and they replied with this: “You are accurate in saying that it doesn’t matter what drink you order, if you stay in the store you can get a free [at Green Level card] Iced Tea or Coffee or Hot Tea or Coffee…To make sure this doesn’t happen again, I will be sharing your experience with the store’s management team.” Plain and simple to understand.
As for if this issue is completely resolved at my store…I don’t know. I haven’t asked for a refill in a while and I don’t want to anymore. I’m sick of having the baristas make me feel stupid and the fear of being recognized as the girl trying to “cheat the refill policy”.
@Danielle – I’m glad you shared what happened. Really makes me crazy when baristas act like a customer is trying to “cheat” a refill when it is they themselves that don’t know the details of the refill policy, as exactly what you described.
@Sydney – I know I am little weird about this, but I don’t like the word “Frappe” – That is a McDonald’s drink. I don’t even like the word “frap” and won’t use it. It is a Frappuccino. In any case, if you are eligible for refill (meaning you stayed IN store), then the only items available at a refill price are iced tea, hot tea, iced coffee, or hot brewed coffee. If you drank a tall Frappuccino in store, you could ask for a tall passion tea, or tall iced coffee as a refill. Or even a cup of Pike Place Roast. Actually, I did this several weeks ago at University Village Starbucks (Starbucks store #302). I ordered a Frappuccino, and stayed in store talking with someone, and then got a short Pike Place Roast to go when I was leaving – and it was no problem whatsoever.
Just to be clear….
My order is a grande triple non fat white mocha. If I stay in the store, I can’t get my order refilled, meaning I can’t just get the same order again for free. If I wanted a second drink, it would have to be either iced or hot tea or coffee?
Sorry for the confusion!
@DB Yup, you can’t get your original mocha again at the refill price, but you can certainly get brewed coffee/tea and iced coffee/tea at the refill pricing. If you have a green level card or above, it’ll discount the refill price to zero.
Is the refill only for gold card members or for customers ?
What about if you purchase a refreshers beverage? If you purchase one, are you still eligible to get a refill of iced tea/coffee? (Though not the refresher itself as that would not be included)
@helen the refill policy is there for ALL customers, but if you have a green level card or above, the 50¢ refill price will be reduced to zero.
@Sanju You may get a tea/coffee refill regardless of the previously purchased drink, so yes, the Refreshers are included. However, you might want to be careful of how you word your request. If you simply ask for a refill and hand the barista your empty Refresher cup, you might be shot down due to Refreshers not being a tea/coffee. I would ask for a tea/coffee refill first and then hand the cup to avoid any potential misunderstandings.
@Helen and @Sanju –
Devin has given you the right information.
And, just so you know, if you are being charged the 50 cents, in many places that is taxed. So, for example, here in Seattle, I think it works out to 54 cents. Just letting you know in case your refill is a tiny bit more than 50 cents -that is probably the tax.
I’m sorry but to say that Starbucks refill policy is fair, well I just can’t agree.
I compare to Tully’s which has a reward card that after a certain amount of purchases will get you a free drink of your choosing. What does Starbucks do for you if you buy five beverages in a year, you get free refills which used to be an okay deal but really now isn’t all that great.
I’m not sure if all Tully’s let’s you do this but if you keep a receipt or a refill receipt, you can get a refill for a nominal price. It used to be .50 cents now it’s more like .80 cents which I think is very reasonable with a refill receipt (proof of purchase) for that same day.
Really, if you step out of a Starbucks and come back, you can’t get a refill at Starbucks even if you paid for a refill of .50 cents? Really, you think that’s fair because of all the rift raft that would use the system? Well if Starbucks just had a system where people could show proof that they bought coffee that day and allow someone to get a refill, that’s something.
I mean how many times can you actually use a refill from the same sitting. I used to work at Starbucks so I could get a few refills for free but that’s the exception and I never left the Starbucks. Do people really think it’s a fair policy where if you walk some imaginary liine or you stepped out of the same store, you can’t get a refill price, even on a cup of coffee because that would be gaming the system. Starbucks, why don’t you follow Tully’s. Tully’s first offered free wifi, then you followed. Tully’s offered refills (free at one point?) with proof of purchase. I’ve asked some Tully’s if I can take a refill receipt from one place and use it at another store ad they said sure, if it’s on the same day. My situation may not translate to all Tully’s stores but asking someone for proof of purchase with a receipt seems pretty fair. I would also be willing to pay for the refill vs. Starbucks which provides free refills, but only if you stay in the store, don’t walk outside, don’t go to your car and come back? Cmon, fair, really?
If Starbucks was worried about people gaming the system, then ask people for proof of purchase, if Starbucks then gets worried about people gaming that system, just have the name written on the receipt as proof that they are the ones that bought the original purchase. Really, I step out of the store and I can’t even buy a refill. It’s probably not the buy refill that “partners” are worried about, maybe that people are getting free refills from different locations (how much coffee can one person drink) and from worst case different days. If the partners are so worried about ALL the people gaming the system, just fix the system a little without penalizing everyone else.
Really, fair. You wouldn’t want someone to game the system because they left the store and came back on the same day. Really, how much coffee can one person drink, and the point of the incentive is the keep the customer at Starbucks or keep the customer coming back. Starbucks refill policy really doesn’t seem as fair to me as those just accepting it’s policy, it’s not even on par with others.
There was a time that I could show a receipt that I bought coffee at Starbucks and they would honor a refill that way but I guess that would make too much common sense and that could lead to shady characters like me to game the system. Really?
Tony, what you describe would be great for customers of course, but will potentially ruin Starbucks’ bottom line. I mean, what’s to stop a chain reaction of passing around said refill receipt between an entire family or group of friends? The the question wouldn’t be “how much coffee can one person drink, anyway?” but “how many free drinks this group of friends can get throughout the day, from just 1 paid for drink in the morning?” Starbucks will actually lose money this way. Getting to Green level is so easy (buy 5 reusable cups at a buck each and there you go) & such a small investment in getting free refills for life, that surely INTHE system will get abused.
*that surely *the* system will get abused.
Darn autocorrect doesn’t even correct anymore, just sabotages me. =/
I was at the Mirage in Las Vegas. I had a large regular coffee .When I asked for a refill I was told they don’t do refills you have to purchase another cup . Why is that .
@Joe – At least in your case, there probably is a clear answer. (I am making a guess.) I have heard that most all the Starbucks inside of casinos/hotels in Vegas are licensed operations. Since they’re licensed, and not a company-operated Starbucks, they don’t have to follow all Starbucks reward/perk policies. Probably they said they’d have to charge you, and not give you a refill, because it’s a licensed store.
Of course, you could call Customer Service and see what they say. They may give you a better answer – and if you have the store information, they should know if it is licensed or company-operated.
In the past week, when going back to the counter for my free refill of hot tea, I have been asked if I kept the original tea bag. When the answer is no I have been charged 30 cents rather than the free refill price. This happened at two different stores this week and has never happened before. I hope they haven’t changed their policy because expecting the guest to keep the tea bag is just gross.
I haven’t been at Starbucks for that long but to me, this whole issue is customer service 101. If a customer has stayed within the geographical boundaries to qualify for a refill, there should be no issue if they request a refill and did not necessarily order a coffee but another type of drink. All the drinks are more expensive, including refreshers, etc than a hot coffee, ice coffee or tea. So if the customer has spent more money, Starbucks has made more money, than the customer should get a refill.
The reason people are quibbling over this refill policy is that the retail world is filled with either enforcers of rules or facilitators to customers. I won’t go into the dynamics, but Starbucks is filled with more enforcers, hence the reason people are quibbling over this issue than facilitators. I have seen that in my store. Very few employees are able to see the bigger picture, a happy customer, a loyal customer, their continued business, they are worried and concerned over the rules. I completely understand boundaries have to be set. But I was somewhat surprised over what an “enforcing environment” it is and how stressful it can be on customers and to me, a facilitator, as I get lectured and harped on about rules like this by certain associates. Customers continuing to patronize the store on a regular basis is what keeps the store in business and unfortunately, quibbling over rules like this seems to get in the way all the time of business.
@Elizabeth, you bring up some valid points in your comment.
I have observed that the companies with the best customer service have the best, and happiest, employees. This is missed by so many “managers”. Starbucks “just say yes” policy is not some simple feel good saying, both the Partner and Customer need to understand why it is core to the Starbucks experience.
The “enforcers” are quick to point out customer abuses, but they do not take the time to look at how they may be contributing to the abuses. The “abusive customer” also needs to do some self-reflection. We live in an action reaction world. Both need to reflect on what they can do with their “actions” to elicit the “reaction” they expect. It is easier to get what you want by flattering people and being polite to them than by making demands; it works both ways.
I was told like for like beverages only, which is obviously incorrect, but she also said refills can only be done within an hour of the original drink purchase. So frustrating.
Lol today I bought a Carmel Iced Coffee at 4pm and then went to a different Starbucks at 8pm and got a free refill bc of my Gold Card Status…to be honest I don’t think they care but #yolo
I ordered a chocolate chai latte at starbucks, stayed in store, and then went to ask about the refill policy. I wanted to get an iced tea drink but the manager told me that if I ordered a hot drink, I could only get a hot refill – was she wrong? How do I argue against that?
@Al She was wrong. I work at a Licensed Starbucks store in Target and we follow the same refill policy as Corporate Starbucks. The policy states that you can get a refill for hot or iced teas and brewed hot or iced coffees regardless of the previous drink purchased as lone as you purchased a drink that same day and stayed within the store. The policy doesn’t doesn’t discriminate whether your original drink was hot, iced or a Frappuccino.
My question is about the tea. I come do my homework all the time and have secured gold card for two years quicker than I care to admit. But I do not understand why I am charged $.50 for a refill, then an additional extra teabag charge, so that I still must pay. So I am lucky and getting free water? The man says that the teabags are good for additional usage so I refilled with water twice and still he would not give a new teabag. As a tea drinker this completely wastes all the point of having “free refills”. I would really like to know what the rule is on this. He is the only one who does this and I have pointed that out to him but he just tells me policy is to only give water for hot tea refills. I did not see that policy anywhere.
The sad thing about the 140 comments or so in this thread is that it demonstrates how there are still many stores that do not know the Starbucks refill policy, or misunderstand it, or ignore it.
@Krsistina – You should have been able to get a new tea bag. Contact customer service and make sure you tell them the store number and that you wish that your feedback get back to the district manager. I am sorry that you were told it’s just “hot water.” That’s not right (assuming you stayed in the store, and did not leave.)
I found it laughable that a refill receipt will ruin Starbucks. I find the concept of a refill or a paid refill will ruin the financials of Starbucks. Really? I mean are you serious? There are many many ways to create policy to mitigate any concerns that the company may have with a refill receipt. Simply have 1-3 stamps on the refill receipt which will prevent users to have unlimited refills. Again are you really being serious with a argument that the refill receipt will be passed around a family? Are you really, really serious that there are families waiting in line to game the system? If that’s the case, why doesn’t families get one big huge coffee mug, go to Starbucks, get a large coffee and then get it refilled 20 times using the same cup without leaving the premises, that techinically should be allowed per current policy right? Wow, they would still get the same coffee where you are concerned will ruin this glorious company. Are you serious? Another way to mitigate concerns is to tie the refill receipt to a rewards card so that you know that the person who bought the coffee is getting the refill. Another thing is to simply just charge for a refill. I really wouldn’t mind if I had to pay for a refill. Just charge me what you think but don’t tie my hand, make me stay till I have to go to the bathroom to ever get a refill. Tulley’s increased the price of a refill and you know what, I really didn’t mind.
With the current refill policy, tell me, how many people do you really think will stay long enough to get a refill and then have to fight with clerks because they might not trust you because you might have stepped outside the store to get a refill?
The whole point of a refill policy is to offer something of nominal value to the company that will breed loyalty, make customers come back throughout the day, and refill their coffee and also maybe buy a pastry, a sandwich, etc. It’s like saying that coupons are evil, how dare people use coupons. How dare people make copies of coupons? People use coupons, stores put it out, companies don’t get ruined by coupons. And no, not many people make copies ot coupons to give out to family members to game the system. Those who want to game the system will but you don’t disenfranchised everyone else in the process. I’m asking Starbucks to consider a reasonable refill policy and yes, I’m laughing at your families will game the system using one refill receipt. Are you really serious?
One by product of the refill policy, I don’t go to Starbucks as much as I do. When Starbucks allowed people to get refills, I went out of my way on car trips to go to Starbucks instead of Mcdonalds, etc., to get a cup of coffee and while I stopped, I gamed the system and used their restroom (oh no) and I usually bought other items like food, orange juice or other drinks, because guess what, I’m with a family and usually families don’t all like coffee or care to share my refilled coffee. I used to think, just to get my free refill, I just spent X amount of dollars more than if I just stopped by a gas station or Mcdonalds, etc., and I spent time to find a Starbucks. Do you really think I’m going to do that anymore. Answer is no.
Real World:
Most families won’t take a refill receipt then pass it around until everyone games the system and get’s 10 refills each, even the 3 year old and 5 year old where those young kids will get 20 refills vs. of course the 10 refills that granny gets.
Real world:
5 year old kids will get a orange juice or a chocolate milk. Grandmother won’t get coffee because it keeps her up. Wife wants a expensive pastry because she is hungry and might as well since your at Starbucks.
Real world:
Yes, yes, sometimes, a reward card holder will actually get a free refill because well it was a free refill and probably, if it still wasn’t free, they would still get it. Elastic demand in the supply and demand curve. (business 101) vs. gaming the system with family members using one refill cup is some fantasy land thought puzzle where some bean counter brings this up with some Starbucks management warning about Starbucks impending bankruptcy.
And no, most children don’t drink coffee and even if they did, you could probably split one coffee with all the small children as one coffee would REFILL every children’s sippy cup.
And no, not everyone in a family drinks coffee.
I just experienced a big fat no on an eligible refill opportunity. I ordered a 12 ounce Zen hot tea. I sat inside the store. I requested the refill that I knew that I was entitled to, (otherwise I would not have asked), and was told that I would be charged for an individual tea bag……. It made me feel very unappreciated as a person. It also made me feel belittled as a somewhat knowledgeable Starbucks’ customer. First of all the “YES” policy was flushed down the toilet. Then to be told plain out “NO” when I asked if there were refills on hot tea after sitting inside the store is really annoying. My first thought was to never go to that particular store again, but it made me uncomfortable enough to do some research, and leave a comment. Thanks for such a great resouce. I really needed it.
My gripe is not with whether you can get a iced tea refill when you originally bought a Frappuccino.
My gripe concerns the concept of “in one visit”. I go to Starbucks each morning, buy my Venti Pike for $2.44, take it to work, and nurse it all day. On the way home, I swing through the drive thru, and get my free refill for my after dinner coffee.
At least i did until today. The new manager at my local store has decided to become a corporate enforcer….i guess she must be terrified of me getting my refill for free….well, no worries, now she will not even get my $2.44 in the morning!
Penny wise – dollar foolish. Starbucks has lost a customer. BTW…why is Starbucks discriminating against busy productive people who actually have somewhere to go??? Is my $2.44 less valuable than someone who has hours to occupy a seat? Apparently so.
This comment is directed towards SteamedinDFW… Or for anyone that would like to chime in.
I myself am a barista at a very busy and popular location, and get countless customers with your logic. Is there something I’m missing?… Not to sound vindictive or accusatory; but it’s a tad baffling.
We exert a lot of energy customizing customer’s very specific drinks (iced Trenta,12 Splenda, 1/2 a shot, splash of cream, light, light iced, iced coffee). Granted they pay their $3-4 in the AM; and then to see them at lunch, mid day and after work all for $0.53 (essentially “free”) a pop seems like a scam of the system. Yes, we adore these regular customers, but the cost of business is not cheap.
You can’t go to Mcdonald’s, Chipotle, Burger King, Panera Bread or any other fast food chain and do the same. Or can you?….
It’s unfortunate that the manager was a bit harsh in her directness to resolve an issue. However, when would be the appropriate time to tell you or anyone for that matter?…
This is certainly one issue, I as a partner have serious qualms about.
I think the refill policy is the biggest gray area Starbucks has in keeping customers satisfied and continually coming back. It needs to be evaluated more closely and worded in more laymans terms to change with the times. As SteaminDFW mentions they are on the go, and not sitting in the cafe… That would be an accurate observation indeed!
Well, as feedback, the last time I complained to Starbucks corporate about the refill policy and someone shutting me down for switching from coffee to tea (which I often do as it limits my caffeine intake, especially at night) I got $10 loaded onto my Starbucks card for the trouble. So complain, complain, complain. The last time I wanted to make the switch and the barista was unsure I asked him to look up the policy. He went to the back, presumably looked it up or checked with his supervisor, and said it was OK.
But just in case I have the corporate policy and this page (easily searchable by “Starbucks refill policy”) on the ready. While I’m sure I can get an unlimited amount of recovery certificates if I just let them run roughshod that is not my intent.
@CalWatch – I was at a Starbucks this past weekend where I didn’t know a single barista, and was able to switch from a tall Thanksgiving Blend to a tall iced Passion Tea. There wasn’t a hiccup. I’m just trying to be optimistic that the refill confusing is waning?
It is funny you mention having this page handy, and easily searchable. For some reason Google really loves sending people to this particular page, and the terms “Starbucks refill policy” are an incredibly common search term!
It would seem Calwatch shares the same sentiments as many of our customers have… Smh…
I don’t think it’s fair to “reward” those that don’t agree that they can’t have their way… But I’m not the CEO of the company so it’s no loss to me.
As a regular citizen and customer of any reputable business, I try to abide by the rules of commerce. But perhaps, I have been much too silent. I’m still figuring out, how people become so entitled just because they oh to a local business so many times a day…. Just wondering…