Starbucks — Restaurant in Brampton

Coffee and books are my passions but so is great customer service and this is why I wanted to take the time to share my recent experience. This location has Chapters next to it and having copious sitting space it has been my hub for studying and reading for years now.

When I visited the store a couple of days ago and ordered my usual dark roast coffee I noticed that, while fresh, it was lighter than usual and had a distinct cacao taste. I thought that perhaps I was given a medium roast by mistake but I soon discovered that all the coffees available were either blonde and medium roast. When I asked the barista, Anna-Lea, if she could help me, she immediately offered to make me a pour-over of Italian roast. I know this is extra work for her (and this location can get really busy at times), but I was grateful for getting the coffee I wanted. I told her to call me when the coffee was ready but, going above and beyond, as she has often done in the past, she brought the cup directly to my table. My coffee was as delightful as my experience that day and to top it off, as I was leaving another associate, waved a friendly good-bye to me. This may not sound overly impressive, but it is the small things that count and they count all the more when they are a habit rather than a happening. Let me explain.

When I came in the next day my dark roast was still not available but this time another barista, Sharon, was at the cash. As before, I asked if I could get a dark roast instead of the medium roast and, without a moment of hesitation, she asked what type of coffee I would like. Surprised I said that I would love a French or Italian roast if any of these are available. She approached the counter, opened a brand new bag of Italian roast (French not being available) and asked if I would like a refill later on so she can save some more beans for me. I said that she should not trouble herself, but I will get a Venti instead my usual Grande size. Without even mentioning it, she charged me only for a Grande. Moreover, even though I asked her to give me a call when the coffee was ready, like Ann-Lea the day before, Sharon brought the cup directly to my table and, with a smile on her face, offered a refill if I required one adding that it would be “absolutely no trouble” for her.

Needless to say I was stunned. There were countless times before when I was well served at this location but it is the consistency that really drove the message home this time. I have, in my “past” life managed retail stores and I know that corporate culture like Starbucks’ – which not only condones and encourages experiences like mine – takes years to achieve and only seconds to destroy. Like raising a child, it requires constant reinforcement, affection, and care and the results may not be visible for years. Many companies focus only on the short term profit but forget the long-term cultural investment required to reap these profits over time. (I still shudder recalling Tim Horton’s endless customer service faux pas and their PR debacle with a minimum wage increase rollout. Second Cup, which is right across from Starbucks in this plaza, fares no better as their ambience is decent enough but their coffee tastes like last year’s hog swill).

Anyhow, I was so impressed with my experience that I shared it with my wife and she, after being Tim’s and then McDonald’s customer for years, finally registered her Starbucks gift card ready to patronize this location from now on.

I remember reading once that Howard Schultz wanted Starbucks to become the proverbial “third place” (home and work being the first two). I would say that thanks to the staff and the manager at this location it is has not only become my “third place” but also my favorite...

I walked into an empty Starbucks and had to wait 18 minutes for two hot chocolates. This is because the queue is a big deception. There may be two people ahead of you, but unknowingly you could be entering an invisible lineup of 15 people. People that order off their mobile apps are automatically entered into the queue, so in some cases you will have to wait for them to make ten coffees before your own. It’s bizarre because you are standing right in front of them and they are making beverages for people who aren’t even there. How is this good service? If I walk into a coffee shop and see 15 people, it’s my decision whether or not I want to stay. However it’s ridiculous to walk-in assuming quick service based on what is before you, then be shocked to learn you are thirteenth in line. I don’t go through the drive-thru and then have to wait for everyone inside to be served before me, of course not. ...obviously there are separate service queues for both. If there wasn’t then the drive-thru would be useless and everyone would simple walk-in to get their meals. In the same way, the walk-in customers would now recognize the useless nature of ordering on the spot and decide to get the app because everyone wants to get ahead of the lineup. So we as a society are being forced to always buy online, even for something as simple as a hot chocolate. Now we have to do more work and be forced to preorder a coffee. I think this is unnecessary. I do think Starbucks should rethink this system. I wait ten minutes for a pizza, most times even less. It’s poor service to have a customer wait 18 minutes for warm milk with a chocolate sweetener. We can choose to be treated badly or we can take our purchasing power to...

Unfortunately visited this location May 20th, mid afternoon on the way home from running errands, my wife wanted a drink but needed to use the washroom first. Not unreasonable as why buy a drink and THEN use the facilities? Washroom for some reason needed a code?

My wife now blocked by locked washroom door, I interjected and asked the female employee present, if I could get the code for my wife who now needed to use the washroom urgently and was stopped mid sentence by the employee which said we need to order something first. Shocked, I tried to ask again softly, head tilt and all and added that we'll happily order afterwards.

To clarify, I was with my wife and teenage daughter so I thought there would be more of an understanding. She then more firmly and rudely said "Sir. Order something first." Absolutely shocked and quite appalled, we all just left instead. The employee snickered as we embarrassingly filed out.

I understand this may not be they best area considering the locked washroom however I don't think my wife, teen daughter nor I posed any sort of threat or liability, especially seeing how this location is attached to Indigo. Absolutely abhorrent customer service. Especially for...