Starbucks Werribee — Restaurant in Melbourne

I thought I was the only one but after reading other customer’s views, it’s a shame that others are experiencing this. I normally only go to drive-thru but each time I get there, the line is on the road with at least 8 cars out from the actual drive-thru entrance. It’s funny though because we all are willing to wait as the line surprisingly moves quick but the quality of the order is not great. Today I decided to dine in with my partner and was surprised at the state of the venue compared to other Starbucks I’ve visited. It wasn’t horrible but it wasn’t clean either. Multiple tables with customer’s food left over, floor was not maintained and was noticeable from the outside seating area to reaching inside, the toilet looked like they hadn’t been cleaned for a while as the inner bowl was orange? The sharps bin wide open and just on the floor next to the toilet.

We ordered 2 toasties and a matcha Frappuccino. It’s clear that drive-thru is the priority like it is in most places. After us, a mum and daughter ordered. We received our toasties first but received the drink after the mum and daughter? The attendant taking the order clearly wasn’t listening either as she spelt my partner’s name wrong (not the biggest deal) and when my partner tried to correct her, the attendant replied with “yeah that’s okay”. The toasties had pink stuff all over it (I’d like to know what this was) and was barely toasted. Not sure how it’s toasted but I’m pretty sure both slices of bread are still meant to be together and not separated completely. Our drink lid had chocolate(?) all over it. Even though it’s just chocolate, a clean lid feels more trusting. Also one of the girls kept touching her hair whilst making drinks. In regards to calling out people’s names when their order is ready. I understand you may have more drinks to make but calling it out, leaving it there and walking away just doesn’t sit will. Firstly I don’t think anyone can really understand you guys as the mum and daughters order was ready, called out, and they still had no idea if it was their drink even though they were standing right next to the pass. That whole process just felt like a “I called your name, you didn’t pick up quick enough, whatever I’ve done my job” kind of attitude.

It’s just a shame this branch is like this as I think of Starbucks with such high standard due to all the other ones like in the city or overseas. The west side was excited to have this open up, would be great to see improvements or...

First of all, I wouldn't be able to say much about drive-thru cause we ordered in-store. We had a Panini, two chocolate frappucinos, one caramel frappucino and a green tea frappucino. Let's start with the positives... The panini tasted very nice, it was toasted very well and was served promptly. Inside, it felt comfortable and had good space to move between tables so the place wouldn't be cramped even if it were full. We enjoyed our frappucinos which we had with whipped cream on top. The side counter where drinks are served was well stocked with serviettes, straws, 3 different kinds of Sugar with Stevia as an alternative which was a nice touch! It also had chocolate/cinnamon/vanilla/nutmeg powder to sprinkle your drink with if you choose...not bad, really. However...the negatives were that we had to wait for almost 20-25mins for our drinks to be served and the barista was so clumsy! He spilt a drink he just made for a drive-thru customer so he had to start over. Then he kept dropping stuff and it looked like he didn't know what to do! He was so slow so the rest of the staff had to pick up the slack and then again, everything just gets piled up... He was also very sloppy with the drinks, not even bothering to wipe the cups after making the drink so as to make it cleaner and less sticky. Having said that though, they have only been open for a couple of weeks and it's the first ever drive-thru cafe in the area... I'd be inclined to give them more time and hopefully with more training on time-management and better organisation of the drive-thru and in-store ordering system, things would...

I don’t wanna give even 1 Star to this Starbucks shop as today just 30minutes before, I bought a coffee, 1 Caramel Latte, 1 Whit Choc Mocha, I requested the staff in DriveThru to serve the coffees EXTRA HOT but they didn’t serve it and while paying the money, I added the another Frappuccino and the staff was very angry and giving the Frustated looks to us for adding that Extra Frappuccino.

I don’t like the Staff’s attitude and behaviour towards me. I even asked the Staff to identify the Coffee Type and the staff member replied very rudely by saying “There are Stickers on the coffee and look on them and identify which one is yours”.

It is very disgusting, bad, and very rude Customer Service I have ever seen in my life. It felt like because of ethnicity, I was discriminated. It felt like racial Discrimination to me because of skin colour as no one before has treated to me in such a bad way in this Starbucks Cafe.

The time of the incident is between 6.10 PM - 6.15PM.

I was fearing to order something because of the frustrated looks given by that Staff Member while I was adding on Frappuccino.

I need this issue to be actioned by the concerned authorities of Starbucks Brand as it is going to come on this brand.

People expect Customer Service as they are paying money and even after paying money, the service is not Satisfactory then there is no need of Using that service and even no need to use the service provider which is StarBucks...