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.
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.
PLEASANT HILL, CALIFORNIA -- Tonight was at my regularly packed Starbucks when I overheard one of the employees named Jeremy refused service and called police on a regular customer. This guy is always cocky and rude to customers along with the two ponytailed wearing employees who can't get my coffee order correct. We saw him throw a food item and overheard him talk down to the customer. This store is really going down. Always filthy, no cleaning at all day until 1 hour before closing. Jeremy has poor customer service skills. We won't ever return to this Starbucks.
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.
ATLANTA, GEORGIA -- I'm sitting here in my office on my lunch break drinking a bad-tasting cup of Starbucks coffee. It is bad tasting because it has no cream in it. Like the man in front of me, I bought a large cup of coffee at noon today in the Atlanta CNN Center Starbucks and went to the counter to add half-and-half. There was none. We told the staff. They simply said, "We're out of half-and-half," not "Let us look to see if there is any in the cooler," not "Sorry, but just a little while ago we sent someone out to get more," not "Sorry, but may we offer you a refund," just "We're out of half-and-half."
I generally don't operate on the squeaky-wheel principle, so I did not complain. I operate on this principle: "If you cannot treat customers better, I'll go elsewhere." If they had just warned me that upfront, I would not have bought any coffee in the first place. I suspect that the people selling the coffee were not coffee drinkers themselves. Otherwise, they might have been a little less cavalier about it.
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.
MIAMI, FLORIDA -- Starbucks at Macy's store in North Kendall Dr. in Dadeland mall Miami, Florida. Employee at a Starbucks in Macy's did not like that we wanted to buy a $2.45 and not a more expensive one. It felt like a personal attack to us because we didn't buy a more expensive coffee, she was mad and she didn't even know which coffee we were talking about like she didn't even want us to get that one. That when she told us the store was closing, but 1 hour later as we passed by it was still open so she lied.
So she told us to wait because she had to check if they had any, how can a Starbucks store run out of coffee? She gave us coffee in a rudely manner and she denied us from buying pastries because she said she did not have any when there were clearly on display, she denied us from buying a lemonade because they did not have lemonade apparently. Basically anything we wanted to buy she said she didn't have any.
WASHINGTON, DISTRICT OF COLUMBIA -- The lemon cake was served in a sealed plastic bag like a Twinkie. The consistency was gooey so I checked the date. It was almost TWO MONTHS OLD which made me wonder what types of preservative like formaldehyde they had used to keep it “fresh”. I felt sick when I left the Starbucks and gave the dated bag to an employee who made no attempt to do anything. This is the last time I am ordering food in Starbucks as it is apparent it is not one of those health-conscious places I prefer to frequent. Ugh, no different than a 7-11 gas station!
JAMESTOWN, NEW YORK -- I just recently ended a 10+ years long daily Starbucks habit. Yes, I visited a Starbucks everyday on average for over 10 years, spending on average $175/month. And I'm done with Starbucks - haven't been there in a month. I have no issues with their products, and I know many of their counter people get hammered with orders non-stop, so I'm ok with the occasional wrong order even though I've seen first hand that many wrong orders result from laziness and disinterest. And I'm ok with their 500% markup. I'm even ok with the impersonal way most Starbucks employees attempt to be personable with me when I come in and order something.
My main gripe originates from Starbucks corporate policy. Over the years, I started noticing more and more incidences of Starbucks running out of stock (snacks, drink ingredients, bananas, sandwiches) and certain seemingly in-demand items just not being in the stores ("Sorry, we're out of that."). And it's not just one store or a few stores. I've gone to Starbucks all over the country and it's the same story - everywhere. I even complained twice (to corporate) in the past few years and saw nothing change. Most people complain about Starbucks exorbitant prices, but I see a much larger problem that as a consumer, I can't accept.