Starbucks Bell, CA Not Service or Pet Friendly
I frequented the local Starbucks, in Bell, Ca, with my pug. I would go inside this retail establishment, with my doggy, and place orders. But when I went to a Starbucks in Long Beach, Ca, they informed me that no pets are allowed in any Starbucks establishment. Today I walked with my dog to the Bell, Ca Starbucks. Knowing now about store policy, I waited for a car to finish an order at the drive through window so that I could flag someone down to place an order. As the server started to close the window doors, from a distance, I told him I needed service. Thinking he had acknowledged me, I waited; but got no reply. So I went to the window. When he finally came to the window, he told me they "only take orders from people in cars." I told him to pretend I had a car and to take my order. (I really just wanted to have someone meet me at the front to accommodate my order). He didn't offer to help place my order, so I asked to speak to a supervisor. He closed the window. I waited a while. Stephanie came to the window. I asked if she was a Supervisor. She said yes. (She wasn't). I informed her I had a pug and couldn't go inside the store. She advised me to tie my dog to a pole and come inside to place an order. I told her that I couldn't do that, and instructed her to take my order at a table outside. She insisted that she couldn't take my order at the drivethrough window. I told her I needed my order taken outside, in the front. With an attitude, she started to close the window doors; but I insisted, and she said she'd see what she could do and rudly closed the windows -even though I wasn't done talking. I waited a while for someone to come. It wasn't until a car placed an order that Monica came to the window. She ordered me to step aside telling me that they couldn't take my order at the drivethrough window because Starbucks policy wouldn't want me to get run over. I asked for the manager. She said she was the manager. I asked her to take my order at a table outside by the door. At that moment, STephanie came back to the window; and insisted that I tie my dog to a pole " instead of making a big deal about this at the dirve through window." Those were her exact words! Insulted, I told Monica that I didn't appreciate their attitudes. Monica inturrpeted me saying that I could either tie my dog to a pole or let someone hold it. I told her I couldn't do that. Monica insisted she couldn't help at the window and ordered me to step aside. I said they just lost my business. I was humiliated by these imbeciles. Not only that, but I ran out of water for my dog and had to scrounge for a water fountain at the high school next door. My plan was to have a frappucino at Starbucks, watch the sunset with my dog, and walk home after my doggie had rested a while. Instead, I had to carry my tired dog all the way home; all 29 pounds of her. Unbelievable! I couldn't believe that Monica was a supervisor or the horrible treatment I just received. When I arrived home, I called Starbucks in Bell, CA to complain to a real manager. Monica answered. I asked for her supervisor. She insisted she was the supervisor. Irate, I explained to her about customer goodwill. I explained to her the scenario all over again so that she would comprehend that I was expecting SERVICE and not DRIVETHROUGH service. I even asked her if she understood. All she said was that Stephanie offered to hold the dog, and she kept going back to how she couldn't serve me at the drive through window. ARgh! I told her, "I'm giving you a chance to rectify yourself here, Monica, or I will complain." Monica said, "Go ahead. Complain," as if she was saying "I dare you." As if it was a standoff. I'm soooooooo freaking upset. NOT ONLY BECAUSE I'M A COFFEE FREAK AND GET MY COFFEE AT THAT FREAKING PLACE IN THE MORNINGS VIA DRIVETHROUGH, but because of the horrible service I received that forced my pug and I to suffer. Monica holding my dog was an impossibility as my dog suffers separation anxiety. I can't believe an establishment like Starbucks doesn't facilitate Pet owners. And by this, I don't mean letting dogs inside the establishment. By this, I mean commonsense. I was humiliated by a bunch of shmucks who don't know a thing about customer goodwill or care about customer service. SO HERE I AM ONLINE, TRYING TO GET SOMEONE AT CORPORATE TO FREAKING DO SOMETHING ABOUT IGORANT STAFF AT THIS FRANCHISE! Please have someone from corportate contact me by mail or by phone or by email. What do I expect? I expect Monica and Stephanie to be reprimanded for their horrible service and for someone to explain customer goodwill. That involves going out of your way to provide excellent service for everyone, including pet owners. Most importantly, I expect an apology. If I don't get one from Stephanie or Monica, I sure as hell better get it from Starbucks if they want me to remain a customer, because Monica and Stephanie sure don't give a crap if I never return. I'm only bothering because I'm a caffeine addict and it's convenient to go there. But if I don't hear from someone and something's not done about this, I WILL take my business elsewhere; and you can bet I'm going to make sure EVERYONE I KNOW and even those I don't learns about the way Starbucks allows their employees to treat pet owners.
What was actually sent via Starbucks Online Consumer comments:
Knowing about pet store policy, I waited with my Pug for a car to finish an order at the drive through window to flag someone to take my order. As the server started to close the window doors, from a distance, I told him I needed service. Thinking he had acknowledged me, I waited but got no reply; so I went to the window. When he finally came to the window, he told me they "only take orders from people in cars." He didn't offer to help place my order, so I asked to speak to a supervisor. Stephanie came to the window. I asked if she was a Supervisor. She said yes. (She wasn't). I informed her I had a pug and couldn't go inside the store. She advised me to tie my dog to a pole and come inside to place an order. I told her that I couldn't do that, and instructed her to take my order at a table outside. She insisted that she couldn't take my order at the drivethrough window. I told her I needed my order taken outside, in the front. With an attitude, she started to close the window doors; but I insisted, and she said she'd see what she could do and rudly closed the windows -even though I wasn't done talking. I waited a while for someone to come. It wasn't until a car placed an order that Monica came to the window. She ordered me to step aside telling me that they couldn't take my order at the drivethrough window because Starbucks policy wouldn't want me to get run over. I asked for the manager. She said she was the manager. I asked her to take my order at a table outside. At that moment, STephanie came back to the window; and insisted that I tie my dog to a pole " instead of making a big deal about this at the dirve through window." Those were her exact words! Insulted, I told Monica that I didn't appreciate their attitudes. Stephanie offered to hold my dog. (My pug has separation anxiety, so that was NOT an option.) Monica inturrpeted me, saying that I could either tie my dog to a pole or let someone hold it. I told her I couldn't do that. Monica insisted she couldn't help at the window and ordered me to step aside. I said they just lost my business. Humiliated, I was forced to scrounge for a water fountain at the high school next door. My plan was to have a frappucino at Starbucks, watch the sunset with my dog, and walk home after my doggie had rested a while. Instead, I had to carry my tired dog all the way home; all 29 pounds of her. Unbelievable! I'll start with www.My3cents.com, will work my way up to the LA Times, and maybe even the evening news.... hmmmm.
Called the store to ask to speak to the afternoon Supervisor. Monica answered. I told her I complained online at starbucks.com and that I was now going to complain to her district manager. She said, "We tried to help you, ma'am, in any way we could; but you wouldn't tie up your dog or let us hold the dog. I explained that my dog had separation anxiety. That there was no way in hell I was tying my dog to a pole. I asked her if she saw the error of her ways. She said, "We did nothing wrong ma'am." I said, "Let me explain what you did wrong to see if you understand: I had to scrounge for water at the High School next door. My dog is Brachycephalic, which means she can easily die of heat exhaustion. I had to carry my dog all the way home. I told her that none of them offered to accommodate a pet owner. That I had never been so humiliated in my life. I asked her if she understood now. All I heard was static. Then I said, "fine. I'm going to tell this to the district manager." She said, "what is it you want ma'am?" I told her, "An Apology." More Static. Then I got a forced, "I'm sorry, OK?" I say, "Not O.K." She foreceably says, "would you like to come in for a FREE DRINK?" I said, "No." She says, "What do you want?" I tell her I want them to be trained in customer goodwill and in providing service to pet owners. So I ask her again for the District Manager's phone number. (It wasn't the district manager's number. It was one of her friend's cell phone number. I tell her that I find it hard to believe she's the Supervisor of that store, and I asked for the name of her supervisor. She said Gloria Canto is the name of HER Supervisor. (It better be.) I'm not pursuing this complaint to be a pain in the ass. I don't appreciate a forced apology, and a free drink (which monica can put where the sun doesn't shine) doesn't cut it. Besides. I want no loogeys. I seriously want these employees to be more conscious of Pet owners and their needs. Unbelievable.
2:25pm Cathy answered the phone. Gloria Canto will be in tomorrow between 9Am and 5pm. I asker HER for the District Manager's name. She said she would find out. She came back and told me that they are not allowed to give the number away for the District Manager. I told her that she can tell Monica that I know for a fact that that is not the case, and that I will also make a note of that lie. Cathy offered to give me the number for Starbuck's Customer Relations: 1-800-235-2883. Wow. Cathy seems to have more commonsense than that Monica Nutbag.
2:33 Wow. Automated system. Got kELLY in Customer Relations. She said that she will forward my complaint and my phone number to the district manager. To give it up to 5 days because they're always on the road. so we will see what happens. She also gave me the info where I can send a complaint via Snail Mail:
P.O. BOX 3717 MAILSTOP R-CR1
sEATTLE WASHINGTON 98124
We'll See what happens....
July 10, 2007
LOL! I want to thank everyone for your comments. I found a lot of them beyond amusing, and I can understand where a lot of you got the impressions you did. Drinking coffee at Starbucks, demanding pet owner, blablabla can conjure up images of a rich, spoiled, unreasonable, out of control, animal abusing customer. I don't abuse my doggie, nor do I think of my doggie as a replacement for a human baby. I'm not rich or spoiled or unreasonable. I'm definitely not out of control with demands. What is out of control is my being insulted by a server called Samantha and a manager called Monica. They prefer horsing around than accommodating a paying customer.
I didn't post this for sympathy. My reasons for posting are two fold: 1) Monica and Stephanie need to be trained in understanding Customer Goodwill. Any successful business serving the public practices this. 2) I go every freaking day to this place for coffee in the morning, and I'll be damned if I'm going to find a spitwad in it.
I understand I could have left my doggie at home. Believe me, had I known these two were going to be lazy and horrible about taking my dollars I would have.
As a responsible dog owner, I always call ahead to see if my doggie is welcome at a restaurant or wherever I plan on staying with my doggie. This particular Starbucks has allowed me to take my dog inside and place an order while the employees go crazy googoogaagaaing my dog before handing me my drink. So, naturally, I am going to assume that Starbucks is a Pet Friendly place (like many cafes are in France. And no. I'm not French. But I've been there. So what?)
Last month, while taking my Pug to the doggie Beach in Long Beach, CA, I stopped at a local Starbucks. The servers (Starbucks calls them "Partners") informed me that pets aren't allowed inside any Starbucks establishments, only outside. That if I ever needed service, all I had to do was flag someone down, and they would be glad to facilitate me.
On Sat., I did exactly that. Mind you, at the Starbucks in Bell, I could have gone inside, bought the coffee blablabla; but, because I decided to be respectful of the zoning code that doesn't allow pets, I tried to flag someone down like they told me to do at the Long Beach Starbucks.
Let's get this staright: I didn't approach the drivethrough window. I simply made the server aware that I was there. He seemed to acknowledge me, but never came out. That is why I approached the drivethrough window.
And no. I'm not a freaking moron. I didn't stand where a freaking car could run me or my pet over. I asked to speak to a manager, because the Server obviously wasn't going to assist me. When Samantha came to the window, she said she was the manager (she lied). And she was rude. I asked to speak to a real manager. And Monica came out. But she only came out to assist a car that was placing an order with Stephanie. So I asked them to take my order. I told them I'd be waiting for someone in the front door. Apparently, Monica wasn't listeing, because she kept insisting that I couldn't place an order at the window. No! Really? Er?
When I was explaining to her that I was just trying to flag someone down to assist me, Samantha came out and rudely suggested I "tie" my "dog to a pole instead of making a big deal outside the drivethrough window." Now. That pissed me off. Big Deal? WTF?
Actually, THEY were making a big deal about this. I was just asking for some assistance. Did I mention Monica was also beyond rude? She prefers to joke around with her fellow "Partners" then facilitate a pet owner.
BTW... they could have easily assisted me as there was no one in line inside. There were just employees smacking each other around with a towel and joking. Couldn't SOMEONE have put down the towel and cut the jokes for 3 minutes while exchanging my dollars for a Freaking Frappucino? How hard is it really to walk to the door? And am I really so lame as to expect someone to think out of the box for just a second?
Well, had I known that was not going to be the case, I would never have taken my dog on this outing. Oh! And let me just say that my doggie weighs 19 lbs. My BF's Frenchie weighs 29 pounds. And that's a pound over for a Frenchie... So I don't really consider his Frenchie overweight. So I got their weights confused. Sue me.
You know, it still was difficult carrying a 19 pound doggie home. Also, I didn't take my doggie when it was hot out. The day had cooled down, and there was a breeze. What was bad was that I was out of water. And I needed to sit somewhere to let my doggie rest. I needed to refill her doggie bottle. And that was the plan when I went to Starbucks. I didn't count on the horrible service these two servers gave. So I sat on the sidewalk (No. Not the curb! The Sidewalk. No where else to wait). And then I had to scrounge for freaking water at the High School next door. I hate that place.
So, my doggie didn't suffer because I got her water and carried her home. I suffered. My doggie is not traumatized. But I guarantee those two "Partners" will be when I'm done with them. And if y'all think I'm making a big stink, I really don't give a crap. If it had happened to you, you'd be pissed too.
I know I could just stop giving Starbucks my business, but I have been a customer since they opened their doors in Southern California; and I believe in their mission statement of providing "excellent service to all." That includes Pet Owners. (And they have the only convenient drive through for coffee in this freaking town. I'll be damned if I let two horrible "Partners" spit in my drink or treat ANYONE the way they treated me that day.) And yeah. Starbucks should accommodate pet owners, if they really mean what their mission statement says. Why the heck not?
And as for that comment comparing me to some writer and saying how boring my freaking complaining is, well, wtf are you reading this for? I wrote it to catch the District Managers attention and Corporate's. I had no idea I was expected to tap dance for your entertainment. If u want to read something exciting, why don't you go read something else and keep your literary criticisms away from my complaint. I have a right to complain. You have a right to comment. I would just appreciate it if certain people would actually read and understand what I wrote before posting comments that actually tell me they don't know what the heck they're talking about. Though hilarious, I don't appreciate being stereotyped as a rich, spoiled, demanding, pet owner, who abuses her dog by taking her out to sit at Starbucks. Pffft. I'm a working gal, just like everyone else. This town sucks, and is lucky enough to have a Starbucks; but unlucky enough to have uneducated natives working as "Partners." And this is coming from an educated native. Partner. Argh.
If you're going to bother to even read this, don't comment unless you actually read my complaint and understand it. If you don't, you'll just pupetuate the endless 2-celled criticisms I've gotten so far minus one. I'm not saying you can't disagree with me. Just don't be a moron about it. >< over and out. Have fun. ~@.@~
Starbuck's District Manager called. He assured me that they facilitate service to ALL customers. That includes pet owners. Although pets are not allowed in the store, a barrista (Partner)should accommodated pet owners. He said he is going to speak to Stephanie and Monica about the incident and then train them on how to facilitate service to ANY Starbuck's customer who needs it. He also said he will train all employees in his district to do the same. He apologized for Stephanie and Monica's behavior, and he said he will address it. He also sent me a gift, and thanked me for making him aware of the problem. He assured me Monica and Stephanie will not be leaving spit wads in my drink. (I don't believe him. I'll just avoid those two by avoiding that store until Monica and Stephanie are gone). That District Manager sure was nice. :) He was very professional and cared about what I had to say. I would expect no less from a company like Starbucks. Starbucks has now redeemed itself --thanks to Mr. Tom Siza, District Manager of southeastern division Starbucks'. Thanks Mr. Siza!