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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@James – I can’t really tell what you’re saying. Calwatch (and I have said the same thing many times too) is just asking for baristas to know the refill policy. There isn’t anything “entitled” about thinking that employees of a company will follow the policy that is written down by the headquarters. If I have misunderstood you, please let me know!
Aside from the refill policy, it would seem that Calwatch is telling readers to complain because they get free drinks. While Starbucks is very “yes” oriented, it just seems a bit childish to do so over $0.53 or any other discrepancy for that matter… That’s all.
I’m not saying Starbucks will give YOU free drinks if you complain, not did I ask for any compensation. It was offered to me and greatly appreciated, as I mentioned to the person at corporate handling the email. The only other times I’ve complained was when stores shut down early for no apparent reason, and I’ve gotten paper recovery certificates out of that.
I’ve said before Starbucks has many ways of modifying the policy… Forcing for here cups, enforcing a time limit, or automatically issuing the discount/refill price on a “refill” within x minutes/hours. It’s not my policy, it’s Starbucks’s policy, and they should be responsible for enforcing it chain wide, unless clearly posted that they don’t follow (casino and airport locations sometimes will indicate non acceptance of Starbucks cards). And yes I’m the one who fills out the surveys at the bottom of fast food receipts and after hotel stays, and I complain when the bus misses runs and makes me late to work as well. If you don’t give the service provider feedback, they have no way of knowing what goes on in the field.
Thank you for this site Melody…at least it lets me know I am NOT crazy and not the ONLY one who knows the SBUX policy regarding refills, unfortunately I have had too many run ins with local Baristas and Managers who do not know or follow SBUX policy on refills and would rather argue repeatedly about it in the store, even when I have presented it in writing…directly from Corp. Cust. Svc. I am SO tired of being told by uninformed Baristas and even Store Managers that I CANNOT get a refill (I am a Gold Card Holder…who stays in the store) of a Venti Iced Tea when my original drink was a Venti Iced Latte….or a Venti Hot Brewed Tea when my original drink was a Trenta Iced Tea…or to switch from say Trenta Iced Tea to a Venti Brewed Tea…then have a hot or iced coffee. Normally I start out with an espresso beverage then will drink iced coffee or tea if I am hanging out working on stuff or reading or whatever. I have presented the policy in writing and hear “my manager says that is not the policy” or have had a Manager tell me that it has been more than 2 hours…or that I have to buy a coffee to get an iced coffee refill, not buy a Trenta tea or whatever Frappuccino or Iced Latte I have purchased (and I always get a Venti if I get one of those drinks). I explain the policy and how ridiculous it would be IF Sbux ONLY gave the free refills to people who purchased the cheapest drinks…like a tall brewed coffee or tall brewed or iced tea. REALLY! They just don’t get it, managers either. I have called Customer Service and had them send me the policy in writing, to show at the store and still I am met with argument. I love my Starbucks fix and I spend a LOT of money here and am so tired of the GRIEF I have to deal with to get a refill I may have to start going to Panera or a local chain…CORPORATE needs to make sure ALL Corporate Owned Stores have Managers that understand and FOLLOW the policy…and train the baristas to do so also. Just needed to vent a little…seems like every day a new Sbux employee or manager is telling me NO…when all I want is a friggin Iced Tea or Iced Coffee refill(s) after my Venti Iced Latte while I sit in the store.
@Sissy67 – I am genuinely sorry you’re going through that. I have to 100% agree that it shouldn’t be a heartache and a hassle to get a refill that is an allowable refill within what Starbucks themselves says is a refill. 100% agree.
This is one area where I would love to see a huge wake up call. In fact, it makes me wonder where is just say yes? It covers so much, and doesn’t cause angst in customers.
I hear of this kind of problem ALL the time outside of Seattle. I wrote this blog post less than one year ago, and it gets more page views than anything else by a long shot – so many customers feeling upset because partners don’t know the refill policy.
I hope Starbucks somehow gets a message out to all its stores on both the refill policy and just say yes. Starbucks might be a mighty big ship, and even a 1000 small holes can sink a big ship. They can’t relax and think this is not important.
I think a lot of the confusion with the baristas and managers are with people abusing the policy…. They bring in dirty used cups (sometimes asking their original drink be double cupped) from 3-5 days before; demanding to be charged a refill price. Unfortunately those who are entitled to a refill get grouped into the “bad apple” situation.
Yes everyone spends lots of their hard earned dollars at their local Starbucks location (me included).
I just rather go with the flow (from a customer side of things) and not argue over a misinterpreted policy… But perhaps that is a character flaw of mines.
@James – I feel strongly that customers shouldn’t be given angst because of some bad apples. That’s just bad customer service. And the answer should be just say yes, not lumping customers who abide by the rules and stay in the store into some other group. The answer is fix the problem when it comes to the knowledge base that store-level partners have.
In more general terms, if a brand puts out a promise to its customers, then says “no” it damages the equity of the brand – it doesn’t matter what kind of circumstance it is. Blaming the customer and saying the customer should feel just fine about getting told a “no” when he or she was right will cause poor customer relations.
I feel strongly about this one. I’m just thankful that in my area, partners would undoubtedly say “yes.”
Thanks Melody…I agree, lumping the customers who are IN STORE and who the Baristas KNOW have been in store with those who come in bearing a cup wanting a “refill” without a purchase THAT day and THAT visit is wrong. I don’t think people should abuse the policy by leaving and coming back later that day….but people will try that. The stores around here are small enough that it is easy to see who is sitting around and who is coming and going. I always keep my receipt from my purchase, so if they ever want to see it they can. The Card seems to know I was in the store because if they ring it up as a “refill” and scan my card, it takes off the price. They just want to ring them all up as new drinks if I switch from an Iced Latte to an Iced Tea…or an Iced Tea to a Coffee….or a Frappuccino to a Hot Brewed Tea, etc. If I knew anyone who worked at the Corp. Office personally I would definitely bring this to their attention and make sure it was addressed NATIONWIDE…put in writing…spelling out the details and have all of the Baristas and Managers “sign off” on having read the policy. I think changing a key word in the policy ….changing *ON* to OF …would clarify that refills are REGARDLESS of what the original beverage was…and state examples of “allowable” switches(POLICY as sent to me by Sbux Corp. Cust. Svc. > My Starbucks Rewards™ customers are eligible for free refills *ON* hot or iced coffee or tea, regardless of the
original beverage purchased, while they are in a participating Starbucks store. This also applies if the
customer originally purchases a coffee or tea and wants to try a different coffee or tea with the refill.
Once the customer leaves the store, the visit has ended and any subsequent coffee or tea refill thereafter
would be considered a new purchase.
Customer must use a registered Starbucks Card on their active Green or Gold level account to make the
initial purchase and present the registered card or mobile app to get the free refill.
• Not valid in the Drive Thru
• Caffe Mistos, Pour Over, Starbucks Reserve™ and Clover® Brewed coffees do not qualify
• There is no time or refill limit as long as it is within the same store visit
• Only at participating stores where MSR benefits can be redeemed)
Posting this and what the “restrictions” are on the FAQ page of the starbucks.com site would help a lot of people know the policy and hopefully Company Owned stores would then follow the policy….they should be held accountable and required to follow Corp. Policy…since that is the point of NOT franchising the stores out…otherwise you end up with a hot mess of variable policies like McD’s and other franchised out businesses have. Starbucks needs to reign in these renegade managers and get some consistency and hopefully some action to demote Managers who repeatedly do not follow policy in their stores….all they are doing is breeding new Baristas who don’t follow policy, then later get promoted and still don’t follow policy..then you end up with arrogant little managers who like to argue that they have been around a long time and KNOW the policy when they don’t. It starts with Corporate taking control and making sure everyone is trained and educated and FOLLOWS policy.
Thanks guys, I validate and agree with your concerns and points of view.
It just goes to show you, human nature has a way of interpreting certain things.
In my particular location that I work, we have very slick customers that will do anything (cause a scene, call corporate, lie, spread false rumors , etc) for a “free” something outside of paying for it. It can be frustrating for a morally upstanding barista like me, who’s integrity is on the line at the end of the day….
Not trying to group anyone together. Just explaining from the “other side of the counter”…
I guess we learn and grow with new knowledge each day.
I hope if you come to Wilton Manors,FL you will have a nice experience and no hiccups on the refill policy. 😉
Thanks James…if I am ever in your area I will stop in.
I have worked in the Service Industry myself, since before any Barista under the age of 30 was even born…both food service and non-food service…but always dealing with PEOPLE every day and outstanding CUSTOMER focused service goes a long way. I know that Baristas and others deal with a lot of BS on a daily basis…I have dealt with it too and it isn’t fun or pleasant. There will always be those who try to get everything for FREE…no matter what. I have seen people throw things on the floor and make a mess just to make a point (I on the other hand always, ALWAYS try to leave my table clean and tidy…heck, I wipe up spills on the condiment counter if I see them, move chairs back and out of the way, pick up stuff off the floor, wipe the side of the garbage can with a napkin if I happen to spill a little on it as I toss my cup in the trash.) I always say Please and Thank You, even for something small….I am not loud and am always pleasant, even when I have had a bad day….it is ONLY when I am met with argumentative opposition to something that is POLICY (and that I now carry in writing, in the email from Corp. Cust. Svc.) and am still argued with and told that is NOT the policy that I get worked up. The thing that upsets me the most about it is that other patrons look at ME like I am some horrible customer making demands that I shouldn’t be making. I think it may be a District Issue in my area at this point, as two store managers at least are telling the Baristas the same thing…that you have to have coffee or tea to get the refill and you can’t switch, etc.
Ok, one other thing that really upsets me is that being treated like this really RUINS the whole Third Place experience…the relaxation and “time away” from other, more stressful environments. Today is the first day in a week that I haven’t been into a Starbucks for a latte or tea or something because the thought of going in and having to deal with the BS yet again didn’t feel relaxing at all. I wanted to go but didn’t want to deal with the hassle or the same Baristas who made me feel so unwelcome. I am very loyal to Starbucks…spend more money there than I do anywhere else (other than gas, groceries and bills)….so I am really torn right now about whether to continue my Starbucks loyalty (I earn at least 1 free MSR drink a month, sometimes more…especially during the Holidays when I seem to go more and buy everyone their Christmas presents from Starbucks too…and that is what I usually ask for, well other than a new Purse maybe.) I missed going to Starbucks today, it used to feel like a place I wanted to just “be”…especially going into the Holidays….but now I just feel like it is one other stressor that I don’t need right now. Good thing I still have a LOT of “home use” Starbucks products around….Via…Refreshers…Whole Bean…etc. I will have to get my caffeine fix at home.
I recently asked about this at one of the local starbucks. They told me that the free refill policy only inside on the same visit was the law of the land 2-3 years ago and that a memo had gone out broadening it. I asked because I had read this site and because what you describe is not my experience. When I found out about free refills I proceeded to start using a gift card to get a free refill of regular coffee every day. I get coffee every day. I use the drive thru every time. I’ve never had any store tell me I can’t get a free refill coming back thru the drive thru. Just bring my cup back. Sometimes when they are in a hurry they give me a new cup. Oregon and Washington both.
That said I also heard at the same time that refills were ending altogether. We’ll see on that, find it hard to believe they’d hurt relations that way.
Ugh! I hang out at Starbucks ALL THE TIME and get refills same visit, no problem. I just ordered a refill and the Barista charged me for the coffee. I said “this is supposed to be a refill”, and she said, “technically, your refill has to be within 30 minutes of your original purchase”. I said “so to get my ‘unlimited refills per visit’, I have to suck down a drink every 30 minutes in order to qualify for the next drink?”. She said “Theoretically, yes”. I CANNOT wait to talk to the store manager about this tomorrow.
Megan, I’m sorry that happened to you. There is no time limit on refills if you stay in the store. I suggest you give Customer Service a call & tell them what happened. They can get feedback back to the store.
(If you were at a licensed location, they could have different rules. Licensed Starbucks don’t always follow the exact same policies as company-operated stores.)
Thanks Melody,
I did email Starbucks right when I got home yesterday to let them know. Today I went in, but the Store manager wasn’t there. Will surely let him know next time I see him though!
So being green card holder, if I order a venti skinny iced caramel machiatto I can get a free venti iced coffee refill in my same empty cup? My Starbucks today gave me the iced coffee refill but said was one time courtesy because I have to order iced coffee to get an iced coffee free refill. then why the heck do I care if I’m gold/green member because I always buy an espresso beverage ughhh
@Presea – Call Customer Service and let them know what happened. Yes, you should get an iced coffee in your cup after having a iced venti skinny beverage.
It gives me a bit of headache. There are a number of stores where they just sort of seem to not read what Starbucks writes down in black and white as the refill policy.
On a hot tea, when I ask for a refill I just get more hot water in the cup, not a fresh tea bag. I don’t know the policy, and I didn’t complain.
@Len – I think you are actually supposed to get a new tea bag. It’s a little counter intuitive to me, but I think that’s what the policy is.
So im sorry if this has been answered but just trying to clarify, if i have atleast a green level on my card and order anything off the menu but stay in the store i can get a second drink or “refill” of a simple tea or coffee drink? Is it just plain tea or can it be sweetened passion tea or like a “black” coffee? I usually get a venti chai latte so i wouldnt be able to get another of the same, higher priced drink, right?
Hello there. I´m also very new to the whole Starbucks world and just received my green level. But it´s still confusing me… I do understand that I can´t get a refill for my Frappucino but can I get a Cafe Misto (according to another blogpost here on the website they just added that to the refills)? What about Iced Coffee Milk? It´s in the brewed coffee section on their website so I think it should work also, right? Thank you!
It’s only supposed to be a coffee or tea, iced or not, and without any additives such as milk (which is what a misto is), sweetener, or syrup (i.e. no vanilla blondes). The question is whether if you bought a hot coffee and wanted a refill of a vanilla blonde, for instance, whether they would charge you for the syrup only or the syrup and the coffee, even though the coffee is just from the dispenser as drip.
So we DO get a free refill? When I asked for a free refill by showing my green level Starbucks application (peppermint mint hot chocolate) the person said NO and not in a polite way either. He told me that only if you are a gold member + paying $0.50 then would you get a “free refill”. What the hell is that?
@Christy – I’m sorry, but your store doesn’t have the refill policy down. I highly suggest you call Starbucks customer service and ask that your feedback get back to the district manager. It should have been so much easier, and smoother than what you experienced, and you should have been able to get to brewed coffee, iced coffee or iced tea as a refill – I am assuming you stayed in the store and didn’t leave, and you were at a company-operated Starbucks.
You simply walk up to the register and say you want brewed coffee – and say that’s your refill. The barista rings it in as a refill of coffee, and swipes your registered card – ANY card. All your perks are associated with your Starbucks.com/card profile and not a specific card, so you don’t have to use a gold card, and for the free refills, you don’t even have to be gold.
Once the registered card is swiped, (assuming your profile is green level or higher) then the 50 cent charges comes off as zero. I think, from what I’m told, there actually has to be money on the card you’re swiping, despite that the refill will be free.
Call customer service and tell them about your experience.
http://customerservice.starbucks.com/app/contact/ask/session/L3RpbWUvMTM4NjU0NjM2NC9zaWQvb283TTVsSGw%3D
Also, I hope you’ll take a minute to subscribe to this blog – put your email address in the box in the right side column of this blog. Thanks! I’ll keep you up to date with Starbucks news and info!
My store refused to honor this policy as well. Just to be clear though, on the starbucks website it says that the free refills are at “participating” stores only. It looks like its perfectly valid for individual starbucks to implement their own refill policies.
I work next to sbux and get 3 refills a day. But I gotta go back to work That 1 on my first 10 min 1 at lunch and 1 at my last 10 min. I pay full price for the first venti drip. Then get refills on the 2nd and 3rd. If i were toi pay full price at this rate $6.75 vs. $3.25. I get flack from newbs at the store but those who know are legit. But I have no clue what the policy is. ANd recently was scolded for getting a refill on my drip cause i didnt get the coffee at same store same visit. I felt horrible would like clarification…..
@Anonymous –Not correct. It’s not perfectly right for a Starbucks Cafe to not follow policy. You should contact Starbucks Customer Service.
@Steve M – It sounds like your store is just being nice to you. Once you leave the store, there is no refill price available.
Basically, refills are for in-store customers, regardless of original beverage – Except that you can’t get a Clover as your refill coffee. Your “refill” can be iced tea, hot tea, iced coffee, or brewed coffee of the day.
The logic behind the refill policy includes a little bit all these things below (by the way, this is my educated guess) –
1. The four refill items are high profit margin drinks – iced coffee, iced tea, hot tea, brewed coffee of the day
2. It wouldn’t make sense to tell people that they need to buy a cheaper beverage to get a refill.
3. It’s goodwill.
4. People who stay in the store have an opportunity to linger at the retail merchandise and food, encouraging sales at some later point.
5. People who stay in the store keep the store having a few customers in it – a totally empty store is never inviting.
6. Since 85% of the business is to go, if only a small percentage of customers are eligible for the refill perk, then it’s not costing the business a lot.
^ Again, all of that is just my educated guesses, and in no particular order or priority.
I’m sorry, but from the situation you describe, it sounds like you should be paying for three Venti coffees. Do you have a Starbucks card? You can start earning rewards when you register a card and start using it to pay for your beverages. Also, if you bring in your own cup, mug, or tumbler, you should save ten cents on your beverage.
Good luck!
@melody… @Steve M, are the type of customers stores in my area get on a consistent basis. Hence the confusion in the refill policy.
It’s just become the least bit of hassle for Baristas to offer everyone complimentary refills at our particular store no matter what their situation because the confrontation is unbearable. Hence your goodwill theory is indeed correct.
@James – The response to this article has been overwhelming. It’s my most popular article in terms comments and page views. I’ve been thinking about doing a follow up refill article policy. The problem is that many partners seem to work in a void – that is they’re not looking online at any source for anything about Starbucks. So, they may know less, even though they think they’ve got everything down. That’s hard to explain, but it is a matter of continuing education. In any case, the refill policy is still such a source of confusion. (And customers usually don’t spend a lot of time educating themselves on the refill policy either).
I spend a lot of time in the various Starbucks scattered across North Seattle and really appreciate the refill policy. That policy makes it the least expense place to get a few cups of coffee and a stable wi-fi connection. That includes the two 8-grain rolls and lunch that I get while I am there.
This has suddenly come into question. I was just told that I could not get a second refill, that there is a limit of only one refill per customer. This was at the smaller Starbucks at University Village in North Seattle (still here until I finish this last cup of joe). I hope this is a misunderstanding and not a new policy. Does anyone know about this?
Thank you for this post!! After getting a venti latte, we were denied a refill on a regular iced coffee. I have also been denied an iced coffee refill after purchasing a regular hot brew coffee. I’ll be taking the starbucks website link you shared to the barista to prove them wrong now 🙂
@Maggie – I strongly recommend that you call Starbucks Customer Service and make a point about asking that your feedback get to the store’s district manager. You shouldn’t have had any problem getting those refills, assuming you did not leave the store.
As a 10 year barista I have trained many of our newbies on the refill policy to make sure they get it right. I copy it and give it to them. All kinds of people make up the world. If someone will not chose to abide by it, I’ve told them to “just say ‘yes’ ” with the qualifier that next time they will get charged regular price. I feel that Wegmans has a good policy. Buy your coffee, tea, iced tea once and you can return same day with your receipt for a same size refill. Simple idea that works great.
I work in near a medical center and there are people who are clearly “frequent flyers” at Starbucks who leave with their drink and come back on their break for the free refill. I didn’t know, prior to reading this, that there was an in-store requirement. I agree with Valerie that it should be enforced anytime that same day with a receipt.
Personally, I am fond of the hot chocolate and would love to see it added to the refill options!
I went to Starbucks today and I got a refill on my tea. I am a green level member and my barista still told me I had to scan my card for the free refill. It was only 54 cents but will this be put back on my card or how does it work?
It will display 50 cents (plus tax if necessary) but if you check your card it should not deduct anything at all.
Have you been sitting in this Starbucks? I am paraphrasing but that’s the scripted question Starbucks employees typically ask when someone approaches them for a refill. I find it a little on the rude side. I realize they are just doing their job but here’s some feedback on asking this. A) You acted interested in my life 5 minutes ago and even asked how my day was going and now you don’t remember me? B) You’re basically saying I look shady and am sketchy enough to try and pull a fast one on you C) If I were that shady person and being sketchy(see B) then I probably wouldn’t tell you the truth anyway. I think Starbucks should just scratch this approach altogether. It is not working.
@melody I just discovered your blog and I love it! Quick question-I was at a sbux for a couple hours today and I got two tea refills. I’m never sure if I should leave the bag in so I threw it away when I went up for my second refill and the barista said she was charging me 33 cents for a new bag.
Are you supposed to leave the bag in and do they really charge for a new bag? I’m green level.
According to a post on the bulletin board at 8207, Caffé Misto IS a refill option, even if the original purchase was something else. So, presumably one could order brewed coffee and then get a Misto to complete the experience.
The Misto is a refill option. The refill must be the same size as the original beverage.
I have one question when going to a Starbucks that is connected to a Target meaning inside is it unnacceptable to enter the target go over to the Starbucks counter buy a drink then shop around the Target and come back at the end of your trip for a refill? Are there ztipulations saying thats not allowed? I havent tried to receive any free refills yet but if this is the case would certainly look into it more as I’m new to the green level rewards.
Thanks for your help
Sophie, the TBUX (as we call them) locations are rarely concerned about any policies. I know a group of people that go every day and pay the refill price once per day and then get free refills. Yes, they never get charged for an actual cup. Sometimes they aren’t charged anything all day. Of course this is a particular location, but I imagine it could happen anywhere.
Hello Melody , I’m Eric from Cambridge UK, I had the same problem this morning at one of the five Starbucks (yes 5 !!)in Cambridge.had a tall latte went to get my pike place refill (I’m gold) and was told no by the manager because I had not purchased pike first !! I called up Starbucks website on my phone to show her own company policy in black and white and she said it had been updated! REALLY!!!!!so I’m just trying to check if Starbucks have changed policy or not.
THE Starbucks refill policy is very unfair. I buy a coffee in the AM on my drive to work. Yet, the policy that Starbucks has says I must drink the coffee in it’s crowded areas, delay my travel to work, and pressure my bladder to contain two coffees before parking at work. This is a ridiculous policy and prevents me from getting any refills. Why not a later in the day refill with a morning receipt. Surely Starbucks is not so hard up that it could not institute this policy.
Mine used to allow refills in the afternoon with your morning cup but then it become kind of a game over which ones would do it even though they weren’t supposed to. I don’t like to feel like I might get turned down and I don’t want to support something that is a degraded experience. Hence, I am getting much better at French Press and lately Aeropress. I went back recently to see if I found it superior to what I was making. I did not. Plus, no waiting in the drive thru. Lost a customer.
I was at Starbucks awhile ago and while I was waiting for a friend I drank my first Venti drink then after my friend and I met and sat for another half hour or so I got my first refill. One of the employee knows me well so she just gave me a free refill of an ice tea regardless whether I ordered a hot beverage because she said that if you ordered coffee the free drink would be coffee as well, “Like is to Like” something like that she said to me but she said it didn’t matter since she sees me nearly everyday. Then after an hour chatting with a friend I went to the counter and asked another refill of my ice tea. The guy told me that “One refill policy”. We can’t give you more than that. I was like okay but I remembered from previous encounter with other starbucks that I was in, it didn’t say that way. So since it’s close to midnight I just left and went home. But it still puzzles me with this whole policy. I sent customer service a message hoping to verify the Refill Policy & “Like is to Like” what the lady told me.
Tim: it’s not “like for like” but it is size for size. You can’t order a tall coffee and make the refill a Trenta iced tea. If you buy a coffee, you’re entitled to a refill of the same size coffee, iced tea, iced coffee or hot tea or Misto if you stay in the cafe no matter how long. There isn’t a time limit. We’ve had customers stay for hours especially one particular man who tutors after school. From what I read is that the one thing we agree on is lack of consistency from store to store which is the major source of friction. As a ten year partner and past manager I have been cussed at, asked if I was new or stupid because I charged the correct price for a coffee purchase. Please don’t do this. Making your barista feel like a fool is not the nobler way. Just bring your concern to the manager first and then the customer line if you receive no satisfaction.
Hi Melody. Thank you for your reply a couple of days ago, but the UK policy may different to yours. Still makes no sense if it is !
Just wanted to confirm, before I try requesting it, that I can get as a free refill a misto with soy milk, or would I have to pay additional for the soy milk? Or the misto is not considered a free refill?
I am a gold card member and I’ve always got refills in ice coffees. However, I am aware that you can get refills on ice teas. Does this include passion teas? Or is there an additional cost for a refill for a passion tea?
Thank you!