I tried Starbucks Mobile Order and Pay for the first time today. It’s been available in the Pacific Northwest for quite a while for iPhone users. Today (September 22, 2015) is the launch of Mobile Order and Pay for Android phones everywhere. For Android users all over, they get their first chance to both order and pay from their phone, bypassing the line.
I’ve only used Mobile Order and Pay just this one time. I’d love to hear how your Mobile Order & Pay experiences are going!
I’ll start out with what my experience was: To be totally clear, on this blog, sometimes I just share my experiences. I don’t work for Starbucks, and so good or bad, I’ll share my opinions and thoughts. I can’t always be a cheerleader.
This morning, for work reasons, I headed out the door for a 9:00 AM meeting in Tacoma, Washington. (I know many StarbucksMelody readers know that I live and work Seattle.) I planned ample time to get to the meeting on time, and so shortly before 8:30 I stepped into the Starbucks at 40th and Bridgeport. I stood in line and ordered a Clover-brewed cup of Ka’u and a Chonga bagel. I had enough time to sit down and enjoy my bagel and coffee. I was generally aware that Mobile Order and Pay was coming soon, but honestly didn’t know that today was the day. I’d been watching everything from Google alerts to Seeking Alpha alerts to figure out when it was going live. Sure enough, I was sitting there eating my bagel, and I realized that the Mobile Order & Pay was live. I downloaded a new version of the app to my phone and gave it a try. I ordered a cold brew. I wasn’t really thirsty for another beverage but wanted to try this new way to order. I don’t even normally drink my cold brew with vanilla but I wanted to see how modifiers work on the new app.
One thing is that I was mentally primed for Mobile Order and Pay to work like what I’d seen in Seattle stores. I had seen that East Olive Way and Pacific Place had separate areas staged that are labeled “Mobile Order and Pay pick up.” I know that I’d heard Mobile Order & Pay orders called out in a number of the stores that I visit. My phone said it would be 3 to 7 minutes, so I sat down, patiently waiting. I thought I’d hear called out something like, “I have cold brew mobile order and pay.”
Some time went by and I didn’t hear my drink being called out. About ten minutes went by and I started to wonder where my drink was. Mind you, this really was my first and only try at using Mobile Order and Pay. I got up, flagged down a partner and asked about my drink. A partner then handed off a melty-beverage with lots of condensation on the outside of the cup. This wasn’t a great experience. The silver lining to this is that the partner (Paul) who gave me my drink (and remade it) was absolutely friendly through out the process.
I then rushed out the door to my 9:00 AM meeting. (I rushed out pretty fast! While I was mildly irritated, I’m sure I came off a little more abrupt than I intended since I was in a hurry.)
I then turned to my Facebook group for conversation about this. I wasn’t sure how Mobile Order and Pay should work. The bottom line is that I’m just a customer. Just like anyone else, I hope for a friendly experience and a great drink. This was just a spontaneous try at Mobile Order and Pay, at a store where I’m not a regular. I hadn’t known in advance that today was the day it was coming. Once in a blue moon, SSC partners will reach out to me and tell me what’s coming soon, as was the case when core Ethiopia coffee was launched. But today was a surprise. One thing for sure, if I ever have a question about something, or if I get something wrong, I feel like I know 10,000 partners who will easily correct me! After talking to partners online, I realized that you’re supposed to flag a barista down for your drink. I had a moment of realizing something: this is not for me. Unless I’m at a store where I know the partners, I’m probably not going to do this. My own experience has been that you can get snarled at by interrupting busy partners with questions like, ‘My coffee is super hot. Can I get an ice cube?’. And I sure as heck am not going to flag down partners hard a work with something like, ‘Is my drink ready yet.’ Again just my opinion, I’d like my drink to be called out. Partners are busy!
I know that other people will love Mobile Order & Pay. It wasn’t a fun experience for me. I don’t want to discourage you from using it.
By the way, the conversation in the Facebook group was excellent. Lots of partners had different thoughts about what should work best with Mobile Order and Pay, and it would seem that some stores do call out drink, though apparently not in Tacoma.
Later on, at 11:00 AM, after my meeting was over, I stopped by the Starbucks at 3rd and Steilacoom. The register partner (Victoria) made a quick comment, noticing that I was wearing a MyStarbucksRewards-pattern scarf. I ordered a flat white, got a bistro box for later for lunch, and headed back to Seattle. Much better experience! Back to ordering at the register!
Hey, we don’t have to like the exact same things! Maybe I’ll try it out again at one of my regular stores.
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I’m sure this was just because you were on an Android Melody. 😉
All kidding aside, I see Taco Bell, Panera, Starbucks and others promoting mobile ordering and always am curious about how timing works with all of these. While waiting in line can be a hassle, a drink that’s been sitting out too long is much worse imo.
I have tried Mobile pay a few times, mainly for the extra stars. I prefer the one on one contact when ordering. I may have only used the drive thru one time and as I drove off (and of course, I was in a hurry) I realized my drink had been made wrong,but I didn’t have time to go back. I didn’t drink it and took it back later in the day and not only did they make me another drink but gave me a card for a free drink.
Hi Melody!
I work in the Sunbelt region and we’ve had Mobile Order for a few months now. Let me begin by saying, I’m very sorry for your first experience with it and please know it should not have been unpleasant. That being said, I will tell you that the first few days for us when it launched were a little confusing…. trying to get things set up in a good spot… trying to figure out a good flow… and trying to remember to look at That sticker printer (Mobile orders print on an entirely different sticker printer). My store does Not call out Mobile orders for customers. We do call them out to each other so that we know Customer Support needs to bring it to the MO handoff for staging. I’m an ASM for an extremely busy DT store, so we have drinks going out in all directions, so it’s very important that we communicate with each other.
We have regulars that use the app and really seem to enjoy it. Although there are some issues that, in my opinion, should be addressed. I have one customer in particular that Mobile orders but also wants a cup of water (which for some reason, cannot be mobile ordered) so she has to stand in line anyway to order that. When I see her drink come through, I just add a cup of water for her. Another issue is that we are only able to go in the system and adjust food items that we are out of. If we are out of an ingredient for a drink that is Mobile Ordered, we just have to wait for them to come in and explain it to them and make something else. I do not like that.
For the most part, I think it’s workibg well and Starbucks has been assing incentives for people to use the app more… by sending emails offering more stars for using it.
I do hope you give it another shot and have a good experience! 🙂
Love your site!
Alissa
*8 yr partner
Melody, I am so sorry you had this experience! It is absolutely part of the routine for Mobile Order & Pay to call out the order when it is completed. This is part of the training. I hope you try it again, I love the convenience of the system. Another super cool feature is you can place separate mobile orders to get your stars without spending extra time at the register to split your transactions. And like another partner already mentioned, there are often double stars for mobile orders!
I’ve used the mobile order app pretty much constantly since it came out, and I love, love, love it! The only time I stand in line now is to use a reward, since that option isn’t available on the app. I also love when I can order on the app and pick up from the drive-thru line–yes, the ultimate in lazy! (Hey, sometimes it’s realllly rainy…).
What I can say is that using it is a unique experience at every different store. Some stores have it down pat and efficient every time. Others, not so much. Also, the app can be a little glitchy at times, but just a minor thing to me for the convenience and lack of line-standing it provides! I think it’s a work in progress and will only get better. I certainly hope they never discontinue it, because I’d hate to be without it now.
Just my two cents. 🙂
Hi Melody, I too tried the Mobile Pay for Android today was my first time. I ordered as you did enroute to work – I live in Atlanta, needless to say traffic here is on a whole other level. I digress…the app stated 3-7 minutes as well which was great since I was 10 minutes away. I arrived and walked to the counter where my order was waiting, at the 10 minute mark – the breakfast sandwich was cold (egg and cheddar) and the shaken green tea as you explained had condensation on the cup and on the counter. Since this was my first time, I proceeded to the pick-up counter through sheer instinct. My order was waiting and I picked up both which had my name on them, one of the Baristas who I see daily spoke and we chatted about the temperature of both. She offered to make both again, however the reason behind Mobile Pay for me was not having to wait. This store is extremely busy in the morning. I like the concept but there are a few things that need to be tweaked. Maybe next time I will order from the parking lot to ensure the temperature is in the general vicinity of where it should be. I’m neutral at this point, I will revisit and post after that experience.
CD – #ForeverAndroid !
@Nita – I was actually in the store drinking Ka’u and eating a bagel when I decided to place the mobile order, just to see how it works. Your story is interesting!
All the comments in this thread are interesting. Usually though, if I’m heading into a Starbucks, I really do allow enough time to stand in a line and order the traditional way.
Hi Melody! Yes, I tried this new feature yesterday on my iPhone. It was an early AM visit and my local barista’s asked me if I’d like to try it out; I was the 2nd person to do so 🙂 Everything went well, and I asked if I stand in line to pick up and was instructed that my mobile app order would be at the bar awaiting me to pick it up –
I too had the similar thought about losing the personal touch of visiting with the barista’s, but I’ll not use the mobile order feature each visit so I can talk to them then!
I hope you give the feature another try and you have a much better experience –
One of the things I like most about your blog is that even if you don’t have the best experience with something you always try to write in a positive way. I love this!
I tried the mobile pay a few weeks back at Disneyland. It has been live there for some time. And they did call out our drink just as we were walking in the store. It was a pretty cool experience and certainly for a very busy store like that where the line is always long, this was nice. But my general take on it for me is that I won’t default to using it as I love the interaction with the baristas and often talk with folks in the lines. I don’t even like drive-thrus (of any kind). But that is because of my personality. I am more social that way. I don’t always have a conversation with the barista, but I do like the personal touch. I also prefer brick and mortar shopping for things like clothes and groceries. But for those who are in a hurry, just need to get in and out, I can imagines this will be a good feature. I suppose many stores won’t think to call out the drink as it is assumed you are ordering it offsite and may not be in the store yet. Most people will likely go to the pick up area when they enter the store and find their drink already waiting.
You are not supposed to have to flag down a barista. It should be called out like every other order.
Hi Melody,
Thanks for writing this article.
In New York, where everything is pretty close nearby, I will probably order my drink 2-3 blocks away from the store. Then when I walk in, hopefully I’ll pick up my drink. This is all very theoretical, but when I try it out, I’ll let you know.
And finally, maybe it’s best if you pick up your drink at the “minimal” time mark. That is, if it says 3-7 minutes, get there in 2-3 minutes. Because I’d much rather wait than have a mediocre, cold drink.
What I experienced and that is also mentioned when you confirm that order is that it will be at the hand-off bar, waiting for you. Just like when you would order your drink while at the register. They might call out your name (it is printed on the sticker) once or twice, but it will be there.
I walked in and got my drink and was on my way. Worked like a charm.
@Melody #N’sHeartBrokeABit
😉
I love the Mobile App Ordering and have been using it for about a month with my IPad. So glad they have it now for Android. My drink is always waiting for me to pick up at the pick up area. I thought I would miss the interaction with the Baristas but that is not the case. I feel guilty sometimes when I come in and there is a long line and I go straight to the pick up area and get my drink. For free rewards you do have to stand in line.
I love the mobile pay and pick up and was a beta user and it works extremely well about 85% of the time. I love saving time not standing in line.
Instead of simply reposting, I’ll go into a bit more depth of the issues I’ve had with the mobile order & pay. 3 major incidents, and one minor out of the roughly 7 times I’ve successfully purchased via it on my iPhone.
Minor: I was attempting to use a reward. I spent a fair bit of time on my walk taking it slow and really customizing a drink so I could get something special for my birthday drink only to find rewards can’t be used that way (the order ahead doesn’t support them). I simply fell back to a favorite when I got in store, so I had forgotten until now.
First, and most notable major incident was when I was on a long walk out to the bank. It’s roughly an hour and a half each way, and there is only the one Starbucks directly on route. Now my past experience with it made me feel they very much favored those who were there routinely so I haven’t been to it often. But, walking up to it (just outside of the parking lot) I ordered an iced coffee and a bite to eat. Getting in, and going straight to their pick up counter I only found my food (no tag) so I waited a bit before grabbing it and continued to try and flag down a barista.
The main irritation here is that they had a drink ready, just not on the counter. They then proceeded to take the orders from 4 other routine customers (based on their lengthy chatter) and fill those orders before finally responding to me and getting me my (now unhappy looking) drink.
The other two main incidents were ordering a plain bagel toasted with cream cheese and a coffee. In these the app let me purchase it, only to come in and find they were out of plain bagels and I really felt like they were just tired of this issue and so only offered to replace it with a different kind of bagel on hand. In the future I’m going to decline, as I’ve decided I rather don’t like the other bagels.
Still, the other times I’ve used the app it’s been quite wonderful to get in, nab my drink, and either go sit or finish it and hit the road. I don’t think it would work well while traveling, but out to a regular spot I definitely like it.
I want to try it but I always use my personal cup so it wouldn’t work out. Plus I like the interaction of just saying hi when I come in! And in person, they know to reduce my pumps by one and no whip! I could see this being useful for the employee who needs to pick up 10 frappuccinos for coworkers in the morning though!
You should see the pick up area at the South Lake Union store near Amazon. At any given time a dozen hot drinks getting cold and cold drinks getting warm. These innocent beverages, so earnest and naive, started out vibrant and delicious but age quickly to mediocre. The busy mobile pay customers appear either optimistic about their arrival time or simply indifferent. Perhaps they are indifferent enough to be satisfied with their wilted beverage or they’ll wait to have it made again despite their own fault. In any case, to see the little cups all waiting seems wasteful of the baristas effort and the life of the tasty beverage.
Another problem we encounter at my store is that there is another store Very close by that goes by a Very similar location name. Customers make the mistake of choosing the incorrect store for their order and show up at the other store for pickup.
So Im the opposite of the social people 😛 I generally hate social interaction when Im trying to feed myself, and I have no interest in any conversation with a cashier or barista at a restaurant. I usually go through the drive thru and dread any unneeded banter or personal questions I might get asked even in the brief drive thru experience. So having said all that, have used mobile pay once now since it is FINALLY on Android. The Android app is still quite buggy, some sizes are off, descriptions, nutritional info. But when I ordered I picked it up at the drive thru and it was SO NICE not having to order and then all the time the payment stuff takes. Just perfect. I just wish ALL the drive thru people would use mobile ordering so that we dont have to be slowed down by orderers and payers.
I keep trying to use this on my my drive from Los Angeles to Oakland since I know exactly what store I’m going to hit on the way, but so far it’s just too hard to do this while driving. Too many screens. They really need to have a remember favorites or something so I can just save my favorite order and reorder with one click.
I tried this on my way to work yesterday – it took forever for the map to locate any starbucks stores – I finally was able to find my store and place my order. Walked to the starbucks just as my bus was about a block away. What is ideal about mobile order for me is being able to get my tea AND make my bus! Went into the store, didn’t see my drink. I had to wait till the employee was done helping another customer – then he went and got my sticker off the machine – and gave it to the barista who had my drink done, but had it behind the counter. She was super nice and gave me two thumbs up for using the app – but the whole thing took so long, I missed my bus. 🙁