Let’s pretend you order a drink at Starbucks and it’s not what you expected. Sometimes your experience leaves you hoping for something better. You argued at the register over a refill of iced passion tea after drinking an iced latte inside the store. What do you do?
This is your lesson on how to complain. I operate a Starbucks Facebook page, and two Facebook groups. (Closed StarbucksMelody facebook group and Open StarbucksMelody facebook group). The last thing you should do is voice your complaint in an unofficial group. It’s not that uncommon for customers to take to some form of social media to voice their complaint. I tend to think that social media should be your last resort. That’s why I’m writing this.
Under any circumstances, you can call Starbucks Customer Service: 1-800-782-7282, but let’s a look at a few things you can do:
So what do you do?
FIRST: Talk to the barista.
First and foremost, you should speak up. Let’s imagine that you ordered a hot chocolate. Over the years, you’ve ordered many hot chocolates at Starbucks and usually it has a nice chocolate drizzle atop the whipped cream, but this time there is no chocolate drizzle. You notice that your iced tea doesn’t look shaken. You notice that something is amiss with your drink. Without a doubt, you should say something. It could be simple such as, “Oh hey I thought that there’s chocolate drizzle on the hot chocolate.” or “Would you mind shaking my tea – it tastes great shaken!” The “Barista Promise” is that you’ll love your drink or Starbucks will make it right.
I recommend that you look at your drink before you walk away from the espresso bar pick up area. If you notice right away that your drink isn’t right, it’s easiest to handle that right then and there at the espresso bar. The barista should remake your drink so that it’s perfect.
Pro tip: Look carefully at the cup that you’re grabbing! If you’re Mike, don’t grab Sarah’s cup! If you ordered a hot drink, don’t grab a cold cup. One time I was at a downtown Starbucks, waiting on a breakfast wrap, and a stranger grabbed a pastry bag with “Melody” written on it, reached his hand into it, realized it wasn’t his food, and put it back on the espresso bar pick up shelf!
SECOND: Talk to a manager.
Second, let’s imagine that your problem doesn’t get resolved. Your barista refuses to remake your drink. Of course, in theory this shouldn’t happen, but with more than 100,000 people wearing green aprons, I suppose anything is possible. The harsh reality is that there is no way that Starbucks has 100,000 super star baristas. There will be a tiny percentage who don’t like customer service and/or don’t like retail or for some reason, just don’t want to help you. As I mentioned, this shouldn’t happen, but it could.
Or, you have a concern that can’t be corrected by a drink remake: You had a bad experience and/or were given bad information, or something else that’s not drink related. You may want to speak with a manager. Most Starbucks stores have shift supervisors, an assistant store manager, and a store manager. (There are stores that have shift supervisors and store managers but no assistant store manager).
Some stores will have the business card of the store manager either on the condiment bar or sometimes near the espresso bar drink pick up area. You may have to ask for the store managers name.
(Do NOT flood this store manager with emails that don’t relate to that specific Seattle store!).
So step two is simply this: talk to a manager.
THIRD: Pay attention to your receipt at this point. Special information for licensed stores:
You’ve spoken to the store manager and you have some ongoing concern about the store that is still not resolved. You’ve noticed that most of the baristas are surly and don’t seem to care about customers. Of course, this is going to be very rare, but let’s assume you want to reach someone higher than the store manager.
At this point, there’s a fork in the road with regard to what you should do next depending on whether you’re in a licensed store or a company-operated store.
Look at your receipt and make a mental note if you’re in a licensed Starbucks or a company-operated Starbucks:
If you are in a licensed store:
A licensed store is usually one inside another business. It’s not always obvious (and there are isolated exceptions), but the general rule of thumb is that a free-standing store is company-operated.
Are you at an airport? Contact HMS Host – they operate all the US airport Starbucks locations.
Are you inside a Starbucks inside Target? Contact Target.
Are you at a QFC Starbucks? Contact QFC.
You get the picture. Your first resource for licensed stores is the licensed store operator. There are a few times that it’s hard to tell who operates the Starbucks. I believe in the greater Seattle area, there’s one Barnes & Noble Starbucks that is actually operated by Starbucks. And there’s this Starbucks in Seattle’s Belltown neighborhood that looks incredibly convincingly like company-operated store, yet it’s not.
If you can’t figure out where to complain, call Starbucks Customer Service. The phone number is 1-800-782-7282. Every licensed Starbucks (in the United States) has a district manager who does work directly for Starbucks. Hopefully your feedback will get passed on to the district manager. You might gently ask that your feedback get back to the district manager.
FOURTH: Information for company-operated Starbucks: Getting to a district manager. A district manager is above the store manager and usually manages store performance for about ten to twelve stores within the same area.
You might look for the “Share Your Thoughts” pamphlets, usually at the condiment bar. There are two versions of “Share Your Thoughts.” Here’s the older version:
On the older version, the backside of “Share Your Thoughts” should have the store number and the phone number for Customer Service:
Here’s what the newer version of what “Share Your Thoughts” looks like:
The newer version of “Share Your Thoughts” should have the store’s district manager information pre-printed on the back:
I would note that most stores don’t stock the “Share Your Thoughts” pamphlets. I’m actually a little disappointed by that. I had to check many stores to find the one for this photo.
Feedback is very valuable and research shows that for every person who is vocal, many people walked away silently unhappy. There’s a myth that “people like to complain” but real research flies in the face of that. How many times have you walked from a store because you didn’t want to be ‘that customer’ or you ordered a meal at a restaurant and thought, ‘I really wanted my burger a little more rare,’ yet you just ate it.
Complaints are a gift. Don’t dismiss it – you might not like hearing it, but you may need to. This is true of every business.
In light of the above, I think that Starbucks stores should make it a priority to get those “Share Your Thoughts” pamphlets inside stores. When I ask partners about ordering the “Share Your Thoughts,” I’ve been told things like, “Well, they’re hard to order.” Starbucks, please remedy this.
So here’s where we are in this hierarchy of “How to complain”: You spoke to the barista and it didn’t help. You spoke to the store manager and it didn’t help. Your store had no “Share Your Thoughts” pamphlets.
You’ve got some choices now:
1. Ask the store manager for the district managers phone number and/or email address: I will say that having done this many times, some partners freak out when you ask for a DM email address. This really shouldn’t be the case. If you’re on your game, you should never be afraid of your customer talking a DM. Even more importantly, if you want to give positive feedback to a DM, I’m sure they’d love to hear from you. Sometimes, partners will give you the email address. I can tell you, having done this many times, you’ll get a 1000 varied responses when you ask for a DM email address. There’s no standard answer. Even when I’ve done it to try and get positive feedback to a DM, or discuss a potential article about their store, some baristas will just tell you anything but the DM email address. I don’t know what to say. From a lot of experience, and a bazillion different things said to me, I can say there’s no standard answer to the question, “Hey what’s your district manager’s email address?”
I’ve probably asked for DM email addresses more than the average customer. Some of that has been related to this blog, as I might be looking for answers related to when a store was opened, store design, when the store became an Evenings store, or other information related to research for a potential blog article.
2. You can always contact Customer Service: This where we cycle back to over and over again. It’s one of your main resources at every stage of this process, though I suggest talking to your local store before going to Customer Service.
CONCLUSION:
Your first step is just have a conversation with your barista. Be as specific as possible. It’s going to be hard to work with, “My drink doesn’t taste right.”
And at every step of the way, you can always call Customer Service. Pay special attention to whether you are in a licensed Starbucks or a company-operated Starbucks.
Please remember that you can use Customer Service to get positive feedback to a store!!
Please use the above steps before going to Facebook, posting a photo of your drink, and saying that it wasn’t made right!
That’s your lesson in how to complain (or actually, it’s the same process for how to get praise back to a store.)
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great info. I just wish we could print it and post it. When I would train baristas, we’d go over all kinds of customer complaint situations and how to handle them. They’d think I was crazy about some of the situation I rehearsed, but they were glad after the fact. Every single one came up on the floor. Great post, Melody.
Melody very nice piece on how to complain. I generally agree with your process but as you have said each situation is different and I have found that not every store manager or DM responds in a way that makes a customer happy. On a personal level, I have of late at least on two occasions sent an email to customer service to resolve two different issues and found them to be attentive to my concerns. I was happy. I would be curious though if what they promised to follow up on at their end really happened. Do you get a sense that when customer service says they will follow up that they actually do? Thanks again for the information worth looking back at when needed.
Wonderful article! I am flagging for future reference.
@Purple1 – I haven’t personally used customer service in a very long while. I don’t travel a ton and here in Seattle, I know enough partners that I always have some sense of where to turn to if there’s a problem – which is very rare. I think Starbucks Customer Service takes their calls seriously. I’m under that impression. Sometimes I wish I had that job! I’d like it!
Great info Melody!! I have hardly had any experiences that warrant talking to the Manager or writing an email/letter. All “my” locations have great staff and actually call me out by name. Don’t know if that’s good or bad!!
Thanks again & have a great day!
Lisa
P.S. This is definitely print worthy!!
My biggest issue has been the beta order system. It is really a great feature but still has a few bugs. Can’t order coconut milk with drip coffee. Every other option but not that. It also does not give the store the ability to delete certain drinks from online ordering when they are out of a syrup.
I related this through the Starbucks comment site but didn’t get back a response that appeared to understand the problems.
Great primer Melody and it is all common sense.
The only thing I can add is a saying I was taught very early in life (since I am a seasoned citizen, that was a time long long ago 😉 ). And that is: Praise in public criticize in private ~~~Vincent Lombardi. Simple words and applicable in so many cases.
Social Media has destroyed the civility we once had toward each other. The Social Media sites and businesses have contributed to it by not moderating their sites. Don’t get me wrong but there is a fine line between constructive criticism and downright flaming. With proper moderation a person with a legitimate complaint can get their complaint to the proper person, but it does not become visible to the world until the complainer and complainee have reached an agreement or agree to disagree.
I admit that I have allowed the anonymity of the Internet to strike back when I could have exercised a bit more civility. Not to deflect blame, but here again is an example of where moderation would be a great service. I am still a work in progress so I will do better.
Finally: “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time.” ~~~Abraham Lincoln
Dad Cooks nice to see your comment and so agree. Was just having a convo this morning with someone about the effects of social media on our level of communications with each other and in some ways the old style is missed.
Thanks for writing this! I know that you touched on it, but I want to stress that one can also speak with the Shift Supervisor in charge, especially if the Store Manager is not in. In addition to running the shift, we are also responsible for coaching our partners, so if you have had a bad experience with a certain Barista or what have you, the Shift Suervisor is a great person to talk to because they can address that partner and hopefully resolve the issue.
Excellence in posting, Melody. Great article.
Being a former partner I’ve always let the barista know first. But I’ve found more and more lately they insist they are correct and they made the drink right. I’ve had to ask them to check the beverage resource manual and had a few refuse to spend time doing that and insist my drink was correct. I’ve had a friend who was a manager have the same issue. It used to be easier but it seems lately they are resistant to just say yes and remake the drink. I’ve had partners not know about promotions even when I offer to show them the offer online on my phone and just been charged for things I shouldn’t have, or them tell me something, like the cookie straw, was US only because they didn’t know it existed even though it was on the impulse shelf. As a former partner I find this behavior frustrating as I took great pride in making sure customers left happy and satisfied. It takes less time to remake a drink than arguing with the customer.
@Eva – I feel like I’m seeing an alarming trend with a lot of “just say no” and arguing with customers. This is not the Starbuckian way. the follow up to this article would be an article that would simply be “10 ways Starbucks could improve” and the first would be going back to putting the customer first. The answer shouldn’t be wrong information, “no”, and arguments at the register: “No we won’t make you any cup of coffee because we already cleaned the urns – yet we’re still open.” Pour over??? “No you can’t have a dome lid on your Frappuccino because you had whipped cream blended in” “No you can’t have a 50% off Frappuccino because you’re not at Gold yet” (just bad information there). And frankly, I strongly feel that if the store has all the ingredients to make something and it doesn’t matter if it’s on the menu, or out yet, the store should make that drink. I’m still processing all these things I hear, but I’m beginning to worry that lots of people (and this may be true across the board not just Starbucks) don’t have any idea about brand reputation and gold standard customer service.
It may be part of a larger cultural trend: We seem to be an area where it IS considered very much the norm to bash customers: You see it in internet memes, social media comments, and even some blog articles. There’s a cultural trend to write off customers (as if you don’t need them? ha!) as just ‘too spoiled’ or ‘too entitled’ or ‘first world problems’ — All of that is just stupid. Your business needs customers. They should leave happy. A bad experience is bad for Starbucks’ reputation. And I guarantee it, when the shoe is on the other foot, partners really do care about how their own money is being spent, want to get what they pay for, and want to have a good experience.
I’m thinking out loud here, and the caveat is that the jury is still out on some of these thoughts and my thinking could still change some. But I do think the follow up to this article would be “!0 ways Starbucks could improve” and if anyone wants to list in the comments here ways they think Starbucks could improve, I will take that into consideration.
@Melody – you really hit the proverbial nail on the head with the above paragraph beginning It may be part of a larger cultural trend:…. Unfortunately it sure is.
Today is the National Day of Prayer (May 7, 2015). There is a maxim that is taught in all religions and even used to be taught in school. That is the Golden Rule. For a quick primer I encourage people to at least look at this Wikipedia page: http://en.wikipedia.org/wiki/Golden_Rule
Great comments, especially these by Eva, DadCooks, and Melody. Love that Golden Rule comment. Right on target!
I think, in all sense that the customer should never leave unhappy or angry. They should be able to walk out of a Starbucks Coffee store with a beverage they will thoroughly enjoy. In my opinion, I think that when a customer encounters a problem, he or she should notify the barista directly. If the problem isn’t resolved or requires help from a different partner then that should be when you take it to the Shift Supervisor and/or Store Manager. Any partner should ALWAYS try to meet and exceed the customer’s expectations. Even if the customer is having a really rough day, perhaps a smile and a “hope you have a great day” is what may brighten up that person’s day. You never really fight fire with fire. Which is one of the reasons why I think the “just say no” is not supposed to be making its way into Starbucks Stores. Yes, Starbucks is known for its coffee, but it is also known for its legendary service that passionate partners give to make a person’s day. I certainly can think of a few people who might “abuse” the system and go out of their way to get something for free but that shouldn’t be a turnoff as to why we have to not accept our mistakes. We’re humans and we shouldn’t really act like one is better than the other. Many people go to Starbucks for the first time and none should leave unsatisifed. IMHO we should all really try to be better partners and customers.
Long time follower of yours, Melody, and of course today being the last day of Happy Hour I was charged for cafe mochas instead of the half price mocha frapps!! I didn’t want to complain, but the wknd manager/barista handled the situation beautifully (wish I could say the same about the cashier). Wonder how many times this happens during promotions? Anyway, thanks for the spot-on topic!
I have to say that in my experience Starbucks customer service has gone downhill a bit. I go to the drive thru a lot I like my drink cooler & even when the order is printed on the cup clearly they often don’t pay attention. When I’m in the drive through I feel pressured to grab my drink, pay & go so I don’t look at my drink & I don’t drink it until I get home. One if they forget the sugar or it’s too hot I don’t bother to say or do anything, but one time they gave me the completely wrong drink & I had to drive all the way back. When I went back I told them that I had driven home & had to come all the way back & all they said was sorry here’s your new drink no charge. Back in the day if they had screwed up that bad they would have given a your next drink is on us coupon. I was disappointed that they didn’t seem to care & didn’t do much. I’ve also called the 800 number about various things & they don’t seem to care much, very disappointing.
While this information is good, I find that after speaking with the manager, your options are really limited if it is a company owned store. I assume there are district and regional managers to whom you could bring complaints to. I would be nice to see how to run things up the management chain.
I find the Seattle stores to be excellent, even the crappy ones are excellent compared to MANY in the US. I’m in North Carolina (moved from Seattle) and I’ve found one decent one in a year. ONE, just west of downtown Raleigh on Peace St.
I am disabled and can’t go inside the stores and I think it is wrong not to receive my refills and other benefits I have earn just because I can’t go inside the store I’m at a green level and can’t receive my benefits. It’s wrong it’s not right.
WORST EXPERIENCE EVERY! As a customer for Starbucks for 20 years I have never visited something as close to this nightmare . I was thd only person in line with a 3 drink order and it took 18min and order was still not correct . Bathrooms were extremely dirty and sugar bar and heaping garbage everywhere . Please call me because you will want to change leader ship of this store .
I ordered a Vt. Cappuccino at 10:25:56am drive thru Lindsay ca I was not satisfied they gave me half foam and the rest coffee very upsetting
hello im a reg customer 9/26/15 in loomis star bucks the other day i went into loomis star bucks to get a refill when the girl handed my refill she was very rude and right in front of everyone she said my cup was two days old and i said their isnt a date written on the cup and i sujested she take a look at my receipt no im only saying dont think your getting a 50 cent refill i havent gone back she is a large young 25 /30 yr old blonde over weight
My comment is regarding the gift card I just recently purchased for my niece. (Maybe i should mention that I had only planned to purchase a $10.00 gift card as I have 7 nieces and nephews to get gifts for Christmas. Shortly after I purchased the card I noticed that I had bought a $30.00 card instead of a $10.00. The associate said that Walgreens’ was not able to refund me the money and let me purchase a $10.00 one. I am writing to ask that you make the gift card clearer to understand so we know what we are actually purchasing! The gift pack has a big $10.00’s with a small x 3. That’s easy to misunderstand! You think you’re purchasing a $10.00 pack not a $30.00 pack. It should read $30.00 for 3 cards @ 10.00 each. Hope you can make the necessary changes for us as Starbucks customers. Thanks you LindaJ.
Complaint about your branch in Egypt, located at Galleria building in 6 October.
You shop is operating since 40 days while the shop has on going repairs in the ceiling, the shop has a lot of dust and looks like a non healthy place to eat or drink.
Your attention is needed.
I found a dead bug in my chocolate croissant today!
Breakfast spoiled
This morning I bought a muffin and one of those Naked smoothies at Starbucks, get to work and starting eating. I began feeling sick after awhile, started vomitting, fever, pain in my abdominal. I couldn’t explain what was going on, I then had to leave work to go see a doctor and he told me I got food poisoning from whatever I had. My guts almost spilled out my mouth. Last time I’m getting anything from Starbucks. Never liked Starbucks but all the time I decided to give it a try I’m always disappointed.
If it was food poisoning that you believed was caused by food at Starbucks, alert the manager. Your doctor should have been able to tell you whether it was from norovirus, staph, or E. coli as has been the case in such places as Chipotle. He should have also reviewed everything you had eaten for at least the prior 12 hours as some forms can take several days to manifest symptoms. The food that you describe carry very little contamination factor. All bakery items are handled with gloves or tongs, the juice is factory sealed, everything else is routinely sanitized.
@Melanie – Food poisoning is rare and unfortunate. I have to wonder if you were at a licensed Starbucks location – like one inside of a Safeway or Target store. You might want to let that store know. Licensed stores are operated wholly by the other business, not Starbucks. I mention this because most company-operated Starbucks have switched from Naked brand juice to Evolution Fresh juice. Starbucks owns a juice company called Evolution Fresh – which really is amazing juice! Licensed stores sell Naked juice sometimes, and I think there may be a small number of company-operated stores that haven’t switched yet, but I don’t know for sure.
Why can’t they control the temperature in their stores ?
I don’t understand why especially in the evening stores I frequent are freezing .. it’s like they have the thermostat set on cool and don’t switch it to warm ?
It’s ridiculous , it’s freezing in the store and they won’t fix the thermostate.
Unfortunately our thermostats are usually on programmed pre-sets and it’s difficult to reprogram them. Even when we try to manually bump them up, it kicks back to the preset temp fairly quickly. I had baristas messing with the preset temps so much, it totally froze up our system and we had to have the hvac maintenance guy come in to reset the whole thing. I’m sure if you spoke to the manager you’d find a sympathetic ear. We hear it a lot and try to do what we can.
Once upon a time, Starbucks payed heed to its customers’ concerns, but those days are gone. My plight is rooted in their flawed Rewards system. With each purchase, you gain a Star & upon collecting 12 Stars, you earn a Reward. However, the Rewards expire in 25 days. In the past, if a reward expired, you called Customer Service, explained the situation & voila- “Restored.” Recently, by taking advantage of various promotions, I earned 25 Rewards in a short time, but due to preoccupation with my ill father, I was not able to use them before expiring. I pleaded my case thrice with Customer Service thrice, but they would NOT perform the courtesy/service.
In short, I EARNED THOSE REWARDS & the corporate crooks @ Starbucks deprived me of what I spent LOTS of $$$ earning. Since achieving Gold Level membership in 2001, I have always kept circa $300 on my account. Moreover, earning 25 Rewards in such a short period, garners the status of what most would consider a V.I.P. customer. I pleaded with Customer Service on three occasions, with no positive result. Their policy is worse than the airline Frequent Flier Miles expiring prematurely. Worse, is their lack of willingness to do what is right. Consequently, I will do nothing but disparage & denigrate this corporate behemoth henceforth. BUY LOCALLY, WHERE YOUR PATRONAGE WILL BE APPRECIATED/VALUED.
i am a gold member with starbucks for a long time but i am sick and tired of everytime i connect to your internet to do my class work my computer gets ttacked by multiple viruses on your system. I have had to spend my own money to get my computer fixed because of this and i am very displeased with the wifi services and the protection for starbucks customers.
I visit the same Starbucks practically every morning and they almost never make my drinks right. They are often watered down and taste more like milk or water than coffee or caramel Macciato, or latte Macciato. The staffs attitude, with the exception of two employee’s really s—-ks and you get the feeling like they just want to get rid of you as soon as humanly possible. Even if that’s true – don’t make it obvious. It is by no means a “happy place.” I leave there always feeling worse than I did when I came in. A simple smile could help correct this? A “what’s your name?” for the cup… Never. It’s just the pits and I spend a small fortune in that store. I’ll settle for Dunkin Donuts. I just refuse to any longer pay these premiums when my drinks don’t taste satisfactory and the team is miserable. They have a great time amongst themselves, yes ! But none of that positivity is shared. I really think my days as a Starbucks customer are numbered. Respectfully, teach us how to complain? That’s the silliest thing I’ve ever heard. It’s an insult your assumption that your customer’s do not have the proper skills to address all of their issues. They shouldn’t have to .. You should be taught how to staff the proper, pleasant, competent and effective barista’s. Respectfully, again. I’m out..
Great article, Melody. Thanks for this. I might use it at some point to train people… It is true that sometimes we forget most people don’t complain.
Im a hardcore vegetarian/vegan. i used the starbucks app to order a vegetarian panini here in canary wharf – churchill place, london. They gave me a chicken one labelled in a bag that said “vegetarian mediterranian panini”. After a few bites into it realized it was different it was not vegetarian.
The staff have apologized but I have lost what i have preserved for 32 years of my life. Is there anything i can ask for or do to get the same feeling back? its like losing my virginity! I am in shock!
When i asked for a complaint form- i was given a number written on tissue paper! I spend about GBP 15 per day on starbucks! and this is how i am treated? I am going to send a legal notice to starbucks for this. Ive lost too much
Just so people know Starbucks will accuse a Partner who takes care of customers whose drinks are wrong of theft if that Partner has the drinks remade for too many customers. So the Partner that is giving good customer service can expect to be accused of theft.
I have tried to be patient but am very irritated right now with my starbucks experience. I go to starbucks twice a day, i love there lattes. Only this past year has the starbucks i went to made my drink wrong literally almost every time i went. Last year when they made it wrong (which was very rare)- they would be very apologetic and offer me a free drink. This past year they have been very unkind to me and even have a attitude when i ask to remake it for the drink i actually ordered. I work at a hospital and look forward to getting a starbucks every morning . The starbucks i go to is very convenient for me , i pass it everyday, but the past few weeks i have been driving 20 minutes out of my way to go to a different starbucks because they are a lot kinder. They as well have made it wrong recently but were very nice about it and remade it with no problem. I spend a lot of money at starbucks and i have to drive 35 mins to get to my job so its really irritating to have to go so far out of my way because the starbucks i usually go to is rude. Im very kind when they make my drink wrong and ask for them to remake. Actually today i was so mad because i went to the one by my house because i didn’t feel like going out of my way to the other one, they made my drink wrong- i asked to remake it and she said do you care to wait or do you just want this one!! obviously if i ordered a certain drink i want that one. She made everyone inlines drink before mine that already ordered, so i was late for work. Im just really irritated about my experience lately and i was just going to ignore it but my sister said i should contact starbucks because i spend a lot of money and time there. I don’t mind them making it wrong but to be rude about it and not even offer me a free drink – because many times i have been late to work because i turn around after i notice its wrong and they don’t seem to care. Well thanks for reading this.
Stacey
In my experience the barista people do not like being told something is wrong. No matter how nice you are about it. They are pissed, you look like an ass if you are in the store asking it to be made right. If you are in the drive thru you could hold everyone else up if you speak up. Its rather upsetting to me considering the amount of money I spend on a weekly basis. I’m always nice and I tip a dollar as often as I have the cash. Sometimes I wonder why I even go, sigh.
@Mary B – You just nailed a big part of the problem. It’s a powerful human nature to argue and not be wrong. It hurts a person’s sense of pride – even on a subconscious level – to even think that they could be just totally off base. It’s not a barista issue – rather a human issue. We like to be right. And then lots of people won’t “back down” as if they feel they’re going to make a point, even if they’re wrong. It takes enormous maturity to put yourself in someone else’s shoes and /or admit that you’ve gotten it wrong. It’s a human problem on both sides of the counter – Plenty of baristas don’t have that maturity and plenty of customers don’t either. However, it is often the case that the customer is correct – certainly not always – but often.
The last 4 Americanos I oedered were so WEAK that I thought they had possibly changed their coffee to a “light blond blend” but was told no by customer service. The iced Americanos are always rich and full bodied but the last ones were weak and pale…….I can make a better cup at home with my Keurig!
starbucks at 47th street practices discrimination and displays a love of cult and gang. They brag 80 thousand dollars in rent past due to the owner of the franchise and the 350 thousand dollar food bill paid by a thief, Fitzgerald, for the owner without permission of the owner of the food at that time-Georgia Lynn Jones. Why do they continue. FBI contacted. The owner of the bldg. is able to take a deduction and Cris Geffen will assume the franchise when his granny is paid the “rent”. She has had enough disrespect from the gang girls and their ridicule of a situation on fifth is unrelenting. The stolen food money paid by the fitzgeralds is accountable and I will be reimbursed soon by the treasury. Meanwhile–stop the discrimination and inform the employees of the manhattan stores that they are professionals and have to be accountable for cost effectiveness and good manners–at least. I happen to think that David Geffen is aware of some of this at the 47th street/Guess location but I am unable to contact him at this time.
I would like to recoup[ some of my losses in rent and move on because the store was a gift from David Geffen to myself and I was unable to take control of the shop due to unusual circumstances with Loreal and others in this.
G. L Jones nyc
The girls of Starbucks love to give away bags of food to the baglady sitting there all day long as a tribute of sorts (spite) and it isn’t right.
Lisa is the baglady.
My daughter went to the Kings plaza mall in Brooklyn ny Starbucks and asked for a water and was given a cup of water with the word thot girl written on it how disrespectful is this is this the kind of employees Starbucks is employee ing well this is a matter of a law suit in hand
I’m a very irritated that today at the Lincoln Ca location I ordered a chocolate milk with whip cream for my 4 year old son who was standing next to me the entire time and they made him a chocolate mocha and he picked it up off the counter right in front of the barista . Who said nothing . We got down the road when he took the first drink and said this doesn’t taste good . I was so irritated that they are to incompitant to realize my 4 year old got a coffee drink basically handed to him . When I went back all they said was do you want to take this coffee for free. Never going back to that location again
I think it’s just amazing and hilarious that you write this blog about how to follow the proper channels to make a complaint, instead of whining on social media and not getting any results/anything resolved and the comments section is exploding with people making complaints to YOU instead of the proper channels. Includes one woman requesting that you correct the way Walgreens sells Starbucks gift cards……
Amazing.
I’m not looking to promote bad business within Starbucks by utilizing Facebook. I was eating at a homeless place and this lady went to their freezer an gave me teo Thai chicken fajitas chili lime with a tortilla wrap and peanut sauce. It was the best snack ever, so I went there Aug. 3, 2016. The register young lady was playing games and she brought me to Thai wraps that appeared to be open and or tampered with. And the drink that was associated with this snack was horrible it was all watered down and had no flavor
I’m disappointed what a SCREWED BIRTHDAY SNACK !
Ya well whos above the dm , the manager and dm are friends so when theres staff abuse , who can you contact then
My wife works for Starbucks and has for 10 years. She was hurt on the job and placed in a position with another company until she can heal and come back to work at Starbucks does not have any type of light or alternate duty for Workmen’s Comp. tour on the job injuries. She was insured that she would retain her position is the supervisor when she came back to work only to come back to work and be informed that not only was her position no longer available but that she would have to find a position as a supervisor somewhere if she wished to retain her position otherwise she would be demoted back to barista and her pay would be Cut by $2.50 an hour. Initially I was impressed with Starbucks because they made such an effort to keep her in her position and provide her with the necessary means to retain her medical insurance and work hours. Now however things seem to of taken the dramatic turn for hours have been cut to approximately 12 hours per week and she is lost cash in her paycheck as well as her position. If she were a two month employee or even a two year employee I might could understand it. However she is a tenured ten-year employee with a spotless record who does not call out sick is never late and has covered numerous times for store managers who either Lost their phone or overslept or simply didn’t show up at all. I think that it is a shame that a company such as Starbucks that prides itself on being such an employee oriented Corporation would not treat someone Who is been such an asset to the company in this manner.
On Tuesday, October 25th I visited the Starbucks in Alamogordo, NM on 10th St. This was the second time I have been there since they opened about a year ago. The first time was not to good so I gave them another try, same result. The drink (a cappucinno Grand) was like drinking hot water, very little taste, I will not go back unless its out of town like Las Cruces or Albuquerque.
Starbucks in Loma Linda, CA (on Barton Road) was busy, everyone was waiting for their drinks, whenever anyone entered, no one was greeted, no one was smiling, regardless, it was raining and that is when employees can have a smile because business is great! No one was in line when I ordered my drink, I asked the cashier for change to leave a tip, of course, the cashier seem to be a new employee, the cashier had to ask the acting supervisor or the actual supervisor for permission if that was permitted. The supervisor loudly said, no! Only if there is enough tip money, then you can give the customer change. Regardless, I found change in my pursue and left a tip but only because the cashier seem to be trying to do their best. However, the supervisor needs management training courses and learn professionalism.