TORONTO, CALIFORNIA -- I am writing this review here as a warning to future customers walking into a Starbucks store managed by ** (previously at Store# 4350: 20 William Kitchen Rd, Scarborough, ON, M1P 5B7) to be cautious of him and his employees (e.g. Starbucks shift supervisor, **) based on the following incidents:
Starbucks should not allow their managers to make careless comments that can easily be misconstrued by customers. Perhaps it is Starbucks' culture to be 'laid-back' but it should never be acceptable for a male manager to say "Wow!" to a female customer upon first impression (particularly since nothing warrants this type of attention just for walking into a coffee shop in everyday wear).
If female customers walking into Starbucks LIKE this type of attention from him, he should be reserving this type of ‘special treatment' for them and ONLY THEM. Otherwise, it is NOT a compliment and it is NOT customer service. Under any other circumstances in any other company that provides customer service, this type of incident would NOT be tolerated towards customers (female or otherwise) at all.
A Starbucks store has a manager in place to manage a store and part of that includes listening to customers' feedback regarding their experiences. While most managers understand the nature of their job entails interacting with customers, this Starbucks manager has not only refused to acknowledge a customer when he/she has a legitimate complaint, he has also deliberately disrespected the customer's wishes to not be subjected to further harassment from the entire staff (including the manager himself).
AND they have also continued the same harassing technique and taken it even further upon themselves to personally retaliate against the customer for not wanting anything more to do with this. In this case, a manager at this store who refuses to handle customer service situations is not needed – Please remember to take down his name and the name(s) of his employee(s) involved in the incidents and report to the District Manager/Corporate Headquarters IMMEDIATELY.
Starbucks should not be offering food samples if they cannot stand the thought of customers eating a small piece of food for free. This manager thought I was eating his food for free despite being passed to EVERYONE ELSE in the store – the reason being because I mentioned it in a feedback letter to compliment him. Instead, he took the same feedback letter and eagerly ran off to show HIS own manager for praise and then turned around and accused me of eating his food for free.
In the event of not knowing how to provide customer service, disrupting customers' routines is not the answer. Instead of leaving customers alone and managing the store, this manager would INTENTIONALLY GO OUT OF HIS WAY to purposely antagonize customers by pulling pranks to incite a reaction (and then laughing uproariously afterwards) and making customers do things for him, thereby deliberating making them angry.
He would even TEACH these tactics to his employees and then pat himself on the back for successfully angering/harassing a customer. Customers are not there for you to prank around – we want nothing to do with the Starbucks games. If Starbucks managers feel there isn't enough to do on a daily basis, they need to ask THEIR OWN MANAGER on what else can be done.
Managers should not force customers to write feedback letters for their own promotional use to look good in front of his/her company. Customers should reserve the right to provide positive feedback on their own (Starbucks' famous ‘word-of-advertising' method), but not at the manager's request for one in order to make him/herself look good before his own company.
Sending the same employee to continually harass me (e.g. the service level will decrease until you do this for us) until I was forced to falsify a positive feedback letter for the employee should not be tolerated by the company. By doing this, Starbucks has lost credibility under this manager's doing because all ‘positive' things said about the company are generated falsely.
Managers/baristas who engage in 'establishing rapport' have a responsibility on their part. Customers who walk into Starbucks are not looking for assistance nor are they looking to gain anything from Starbucks – they are simply there to make a purchase and mind their own business.
However, when managers/baristas are looking to establish a rapport and interact with customers, it is important to keep in mind that this rapport means you DO NOT prank the customer around over and over again. This manager has not only allowed his employee(s) to conduct ‘customer service' in ANY manner possible, but has also made it acceptable for even the shift supervisor in charge to also conduct her own ‘pranks' and to follow customers outside of the store.
Managers/baristas should not trespass the boundary into their customers' personal lives. Not only is this a severe breach of privacy and respect on the company's part, it is also completely unwarranted and has nothing to do with providing customer service. A coffee shop is a place to relax and enjoy your own affairs and interaction with other patrons, not to have a manager/barista continually steal information from you or pry into customers' private, personal details when customers do not wish to disclose them. It should not be a requirement for Starbucks employees to be involved in customers' personal lives at all.
If Starbucks employees are unsure on how to do their jobs, they need to be re-trained. For some reason, despite Starbucks providing training for their baristas, they still manage to be incompetent at their jobs and this manager has not even bothered ensuring that baristas are following Starbucks' regulations.
As a result, it has become the customer's responsibility to deal with each and every Starbucks barista and the shift supervisor for not knowing how to provide customer service. If Starbucks employees (including managers) feel they are overworked or unhappy or do not want to provide a service anymore, they should take this up directly with their own manager and not out on the customer.
Managers should be wary of using the 'Making a Connection' as a sales tactic. This manager did not want customers engaging in ‘hellos' and small talk with him yet he would force customers to accept the outrageous customer service tactics bestowed upon customers, such as touching, inappropriate comments, unnecessarily 'helping out' and then having the same Starbucks employee glare at the customer when he/she approaches the same employee, small talk that goes nowhere, insincere hellos, prying into customers' personal details, and so forth.
The whole scheme was very manipulative and insincere. Their idea of a 'customer connection' was to pretend to like the customer first before hitting him/her with a sales tactic and then giving the cold, degrading treatment for not complying with them from then on. When a manager's intention of ‘making a connection' is only focused on sales instead of customer service, he/she should not be surprised when customer service standards immensely fail with the result of a customer filing a complaint to Starbucks' Corporate Headquarters in the end.
GRESHAM, OREGON -- On Thursday December 04, 2013 at approximately 5:45 PM I stopped off at the Starbucks 2233 NE Burnside Rd
Gresham Oregon (503) 465-8091 to purchase hot chocolate for my neighbor's son. This Starbucks is located in the Oregon Trails Shopping Center. My complaint involves a lack of trust and integrity at Starbucks. Is free stuff good?
Review this scenario: I purchased some hot chocolate for my six-year old friend. I was wearing new black ski gloves. I removed the ski gloves and placed them on the counter so I could pay for the purchase. After I paid I left the black ski gloves on the counter. I sat down and waited for the young man to finish his chocolate and left.
Review his behavior: When I left the cashier he did not yell out, “Hey Mister you forgot your new black ski gloves on the counter!”. When customers leave their hats, gloves or wallets on their counter that does not automatically mean that Starbucks employees have free hats and gloves. Many of you are wondering why the cashier did not point out the gloves to the customer. Maybe the cashier thought my gloves were a Christmas tip. Here is a hot tip: customers expect great product and service. Customers should not have to bribe the staff with tips or gifts to get what they originally paid for.
Review their attitude: I went back twice immediately after the incident and on Sunday December 08, 2013 at 7:45 AM. I spoke to a shift leader who refused to provide her name or the name of the manager. She was a short petite brunette very young in age. She wore a smirk when I discussed the black ski gloves. The confirmatory smirk indicates prior knowledge. This information is provided to assist Starbucks corporate in identifying the individuals.
Review Starbucks' trust, integrity and lack of honesty: There are several problems with this transaction all revolving around trust and a lack of integrity. When the cashier allows the customer to walk away obviously leaving their property on the counter salivating at the free stuff this is a blatant lack of trust and integrity. When the so-called shift supervisor/leader refuses to identify herself or provide the contact information for the manager this once again demonstrates a complete lack of trust and integrity. Do I trust Starbucks? Starbucks employees that help themselves to customers property should never be allowed around any cash register.
"Free is good" is bad if it's the customer's property. My complaint is Starbucks' convenient absence of a lost and found for customers property speaks volumes about Starbucks' lack of integrity. I strongly recommend that if you insist on doing business with Starbucks you count your fingers after you shake hands.
By the way the Starbucks hot chocolate turned out to be mostly foam. Starbucks hot chocolate Is seriously overpriced at $1.50. I asked the young man if he enjoyed it and he apparently did not. I am not a coffee or food critic but small children tend to be very honest and sincere so this is a very honest and sincere review. Too young to know how to lie young children often favor the simple truth.
Curiously I posted this on Google reviews no fewer than three times on the morning of Sunday December 08, 2013. Apparently the censors at Google objected to the truth and censored this review. Advertising dollars from www.starbucks.com have a way of influencing the truth. I do not appreciate internet censorship by Google. Censorship is a very serious first amendment violation and interferes with the public's right to know the whole truth.
NEW YORK, NEW YORK -- Well, Very simple - I have noticed that Starbucks is posting a 'bathroom is not working' sign. "Please accept our apologies. We are working to get it fix." Well that is simple - not true. Employees are using the bathrooms all the time. It's happening all over the city. What I don't understand is why they give space and electricity for the client that stay all day using the space for one coffee. When you need to sit everything is occupied. Now no bathrooms no seat. This is crazy. They are getting very unreasonable with their policies. Please give the bathrooms and the space back to their clients.
MIDLAND, TEXAS -- The manager at this store is so rude, and the customers that go here are dumb. They love to get in line from the loop, and if God forbid you enter the parking lot from another entrance, you will get your ** chewed for cutting in line. So of course the logical thing to do is circle the loop, come around on the access road, and stop there so you can block traffic and get rear-ended.
Whatever you do don't attempt to use your brain and use another entrance or circle the parking lot. Unless you love getting chewed out like a small child for "cutting" by an idiot minimum wage employee who can barely speak English. I love Starbucks and go there all the time, but they just lost a loyal customer.
LAKE ELSINORE, CALIFORNIA -- As I go normally twice a week in the morning around 6:30 there has hardly ever been a problem except for this one time. I ordered a tall iced green tea with light ice and blueberry oatmeal. As I get my drink I noticed that it's 3/4 full. I decided not to tell them about it but then as I get my blueberry oatmeal I notice in the bag all they had was the blueberries and a spoon. The item comes with other toppings as well.
I ask the cashier and she ignores me the first time and then finally answers by saying we ran out. I wouldn't have bought the blueberry oatmeal in the first place paying full price for plain oatmeal. Along with the bad customer service I didn't get the breakfast I was looking forward to and am very disappointed.
PASADENA, CALIFORNIA -- A few minutes ago a thief walked off with my tablet PC from inside a small Starbucks with 4 security cameras. The store employees refused to help. They declined to call the police. They declined to review the security camera footage. They declined to be helpful in any way, shape, form or fashion. This is this what their company calls RESPONSIBILITY.
The store manager - eventually, reluctantly - allowed me to call the police while he filled out a one-page form (for corporate use) and would not even give me a copy of it. A quick Google search tells me that this is an ongoing concern, but Starbucks will not even post warning signs for their customers because this might "spoil" their experience.
DUNKIRK, MARYLAND -- I ordered a Grande iced tea at the Dunkirk, MD, Starbucks and indicated I wanted just the tea in one cup and a cup of ice in another. Employee proceeds to hand me a cup one-third full of tea! I asked her to please fill it up, and she said: "Then you will be getting two teas for the price of one." First of all, Starbucks prices are totally out of control. Second of all, since when does the consumer only get one-third quantity of the full amount paid for?
The truth is, Starbucks makes big bucks at your expense by adding a full cup of ice and one-third cup of beverage. The same holds true for some of the coffees where the cup contains mostly foam instead of coffee. It really Starsucks, if you know what I mean.
I recently left Starbucks after 3 years of employment. Starbucks used to be a great company to work for, but now with the changes, it's not so great. It's modern day slavery. If you feel like you're waiting for your drink longer, and when you get it, it's not correct, well, you're probably not crazy! That's exactly what's happening.
We are instructed to be more "task-focused" and less "customer-focused". What that means is, the stores are now short-staffed to save money, but with the changes such as the breakfast sandwiches and the new (less tasty) frappuccino recipe (to compete with McDonalds' new frappe) the employees are put in a position to work faster and harder.
We also have follow QASA standards (QASA is the Starbucks 'more elite' version of the health department) and their standards of cleanliness are understandable. However, the time in which we are expected to tend to them are unrealistic. For example, before we hand a drink out, we have to wash the milk pitcher and wipe the steam wands. If we open a carton of soy milk or lemonade, we have to write the QASA standard expiration date immediately. We are instructed to tend to those things before tending to the customers' needs. Back to being short-staffed: yes, there usually is one person on the bar making drinks and we have to rely on the person at the register to properly mark the cup as well - the customer knowing how to properly order their drink. This "simple" process becomes complicated when products and samples are being pushed on the customer who is ordering.
So many times, the person on bar gets the incorrect cup marking due to the initial distractions at the register. That combined with a large volume of drinks with no help (as the people available to help are now making sandwiches) and abusive customers complaining that we're stupid and we made their drink wrong, well, it's no wonder many of you aren't getting the service you deserve. On top of this, we lost our personal days, the health benefits are more expensive and we get less for our money, we get MINIMAL breaks - yet we're on our feet all day AND working much harder.
We don't get commissions or bonuses for sales, we don't get sick days when we call out sick, it's hard to get the shift covered due to company-wide understaffing and partners simply not wanting to work anymore - so many times, we work when we are sick. Upper management is permitted to be condescending to store employees - essentially, we're spoken to like we're retarded first graders. We contribute a great deal to the success of the company, yet we don't get respect and we don't get acknowledgement. So yes, general morale is WAAAAAAAAY down and it does make a difference.
So, the next time you get your drink and it's been made incorrectly, please don't blame the person making your drinks. We're stressed enough from the unrealistic changes being made in the company. Instead, observe what is going on at the register. Are you being distracted to try the "new" exciting, life-changing, drink or pastry? Are you being asked to try Via (for the millionth time) or a Starbucks version of the egg McMuffin? Is the person on bar alone and flooded with drinks? Are there abusive customers, QASA standards being tended to and no help with any of it?
If you notice any of this, complain to the manager then complain to corporate. They need to hear these things. Whatever you do, please don't abuse your barista. Have some respect. Remember that your barista isn't "stuck" at Starbucks because it's the best they can do. They are there because they are in college, or are working towards their career goals and need a job that allows time flexibility and part-time benefits. They're not stupid, and if you piss them off, they have the power to give you sugar-free syrup, decaf shots, expired shots (espresso that sits longer than 19 seconds - they literally taste like poo), breve (that's half and half) when you ask for soy.
They have the power to, in turn, ruin your day by giving you a lousy drink. So open your eyes and see that these employees truly are doing the best they can and are very worn out by Howard Shutlz' (that's the ONE man who owns all Starbucks - they're NOT a franchise) desperate decisions on how to run such a large company with no regulations on how to treat the employees. Use your power of Customer Voice to complain to someone who CAN make things better or stop going to Starbucks all together and make sure you let corporate know why.
You deserve a positive experience and it begins with happy employees. You can help make that change. 1-800-starbuc or 1-800-23-latte You can also fill out the survey when it's given to you. Please be honest about your experience, those surveys are seen by corporate.
I hate customers. There are a lot of things people have experienced at their local Starbucks which disappoints them. Indeed, I too have had that kind of experience at mine in Toronto, but overall that doesn't outweigh the good. People like to complain too much. Sure it's not too much to ask for a drink to be remade, or for something small. However, most customers like to fly off the handle over the most trivial ** and it drives me insane.
For an example, the person complaining about an exchange/refund for the coffee mug. Listen, I've worked retail, and on EVERY SINGLE RECEIPT printed out there is information about what you need to return or exchange that product. YOU HAD BEEN WARNED. But, you'd prefer to waste your time, and theirs to argue against this rule. The rule is there for a reason, and even if to you it's not a good one, it's still there. You neglected to acknowledge that fact, so that's your own damn fault. If you lost the receipt, or failed to ask for one, yes, sorry I do not sympathize. It's your fault.
To the person complaining about a little bit of whip cream falling over the side of a cup, listen, really? It happens. It just does. It's not easy to pour those drinks precisely 100% of the time. So deal with it! If not, kindly ask them to remove it, without being a baby and making such a big fuss over nothing. There is a stack of napkins right next to you. Pick one up, wipe it off, stop being such a baby. To the person who complained about waiting a bit to get a drink before having to rush to work: If I had to rush to work, do you really think I would stop at Starbucks? Absolutely not. I'm smarter than that.
It gets busy, and if I can't be guaranteed to grab my drink in less than a minute, I'm not going. Period. Change your routine, get over it. And even if they were talking to each other, oh well. Maybe you caught them at a bad time. Take your business somewhere else. Or here's a thought! Make your own coffee? Or wait, but then you can't stroll into work with your status-written Starbucks cup in your hand that says you're a sophisticated, mature individual. My mistake.
To the person with the racist barista: your story sounds so unclear. It sounds made up. Maybe you had nothing better to do with your time. If she was actually a racist, I sympathize. But in all honesty, get it in your head that racism exists. You'll never change those racists' perspectives, ever. I'm not saying to be passive, but it's Starbucks. It's not worth it. She'll get hers.
To the people having difficulty working at Starbucks or who hated the experience or the hiring process or whatever. Seriously, you're stupid. Before you apply to a job, you should do some research on it, and all of these negative reviews from Starbucks' employees on the web should have saved you from that experience. Doesn't that just suck? Suck it up, it's your own damn fault.
To the people saying that they will not go to Starbucks ever again, and refuse to spend their hard-earned 3 (give or take 1) dollars on a cup of coffee: Do you really think that your business is all that important? If that's the case, you need to get your head in check, lose the narcissism and get over yourself. You're just ONE customer, and yes there are like-minded individuals who share your view, it's really nothing compared to the billions of people EVERYDAY grabbing something from Starbucks. Listen. I hate to bash on people, really I do.
As a waitress (who does go to Starbucks occasionally) I have learned to appreciate people...until they become customers, until they become so self-obsessed. I'm not saying that you don't deserve "service", but at the end of the day, baristas are there to make your ** coffee not to make your day. And if you don't like that, then I suggest you just boycott. But you wouldn't do that, Dear Customer, would you? Because what then would you complain about? Peace. Oh, and P.S. You can hate me all you want, but what I say is the truth, and the truth isn't nice.
INDIANAPOLIS, INDIANA -- I recently applied at the Starbucks on 10th and Girls School Rd. and I was appalled at how they handled their hiring procedures. Obviously one of the "values" they don't believe in is competence in their management. I am a firm believer in the old adage, "How you treat your employees, whether they are hirees or have already been hired, is a reflection of how you truly think of your customers." Since Starbucks treated me like they did, I would HATE to see how they truly relate to their customers. First of all, I had to call them to get an interview set up. I was on the phone trying to get ahold of them for two weeks.
TWO WEEKS I had call and call just to see if they had even looked at my application. After that two weeks, the General Manager, **, finally set up an interview. At the interview, she introduced herself and gloated that the company usually believes in promoting from within, but that she was an exception. She also said she had previous management experience in Starbucks, which was rather hard to believe considering she had to have a book to ask questions and the sort. To me, this showed she had no clue what she was even doing.
After that interview, she said that she could not make a decision right now - that they had three people apply for a position and she had to consult her Assistant Manager and that her assistant would call me in for a second interview. I am not sure about anyone else, but, I have never in my life been interviewed by an assistant manager because the general manager of a store couldn't make a decision. So, about a week and a half passes, and I hear from **, **'s assistant to have an interview with her on Saturday, August 19th at 6:15, in the afternoon mind you. So I have my interview with ** and find out that they can't seem to get their story straight.
Remember, in the previous interview, ** had said that they had three applicants for a position. ** said that they had three positions that they needed filled and had "a ton of applicants." So the interview went on as usual and ** assured me that one way or another they would give me a call on that following Tuesday Morning and let me know either way. Tuesday Morning comes, I wake up at about 6:00 in the morning hoping to hear from them. I didn't. I waited all day until I finally had to call them 1:30-2:00 that Tuesday afternoon.
When I call this is the response I get. "We both sat down and went over the applications and we decided NOT to hire you. You just don't have the image we are looking for. I'm sorry." What was that supposed to mean? "The image we are looking for?" What image are they looking for? I don't mean to sound offensive toward anyone, but from the employees I see there, you could say they for the most part are "hippie-ish, new-age" types. There is nothing wrong with that, but what image were they trying to convey? I do have to say that Starbucks was the first ever place that I have ever felt insulted by.
I have already decided that I will NEVER step foot in that store again because of it. I suggest a huge remodeling of that store starting with the management. I have never met such an incompetent management group in my life. Then, to be insulted by them was a huge slap in the face.