Starbucks Coffee Company — Restaurant in Edmonton

My name is Sara and I am a frequent customer at the wolf willow Starbucks. Your employees are always kind and friendly. (I love Leeta) Today there was an incident in the line as I was waiting to order. The line up was very long. Almost to the street. There was A lady driving a mini van that parked in front of me on her phone as she waited (which is common). As the cars moved up in front of her she hadn’t yet looked up front her phone to move ahead so I simply honked lightly to notify her. She immediately got out of there car and walked over to my car screaming profanities at me. She came right up to my window which I did not lower because a) she seemed unstable and b)covid. Once she finished screaming she went back in her car. I sat there stunned 😳 I was shaking and almost in tears, not knowing what to do I decided to call the wolf willow Starbucks to report the incident and alert them of her behaviour and what car she was driving. Your employee Nick answered the phone and he is why I am writing this letter. I don’t believe I have ever had any interaction with Nick before this moment. Not only was he apologetic for her behaviour, he comforted me and validated my experience. He was so kind and so wonderful. He made me feel safe , acknowledged and taken care of. He immediately offered to take care of my order and asked if I needed anything else to feel safe. Or if there was anything else he could do. He stayed on the phone with me and help me to feel calm and less shaken. By the time I got to the window the lady who screamed at me clearly had a change of heart and decided to pay for my order. Which I appreciated. At the window Nick was there to make sure I was ok and apologize again even though he had no reason to. Nick turned a horrible experience into a wonderful experience. Nick restored my faith in humanity in that moment. He is an exceptional human being and a wonderful employee that you should be so grateful to have. I will always remember his kindness and willingness to go above and beyond to comfort a stranger. I called him back later that morning to thank him personally and express my sincere gratitude. Life has been challenging for everyone this passed year but Nick is a shining bright light during these difficult times. I feel so lucky to have met him today. I just wanted to send a letter to ensure that he is acknowledged and appreciated for being so wonderful. Nick is a incredible employee and an absolute pleasure to interact with. I wish him endless happiness and success in his future. I am so thankful for him...

Yesterday I went there with almost $20 on my app. I asked for a venti latte, a grande coffee, and a cookie. I asked that my rewards stars be used to take off the latte. This seemed quite straightforward. The young man taking the order used my star points to take off the latte and the coffee even though I was crystal clear on my request. Rookie mistake, but I thought very fixable. He called his supervisor over and I thought great we can get this fixed. He said he reversed it and they rang it through again and now they said I owed $0.52. I said no I don’t and began to get frustrated. After about 5 minutes of them fiddling around I ended up leaving with $4 remaining on my card, 125 reward points gone from my account, my original order, and a barista/supervisor thinking they did me a favour. I had to walk away because they seemed completely oblivious to how ridiculous this situation was and how completely unsatisfied I was. I want to speak to their superiors and suggest that these two are retrained. It ends up being not a lot of money, but what was supposed to be a relaxing afternoon treating myself to a yummy coffee ended up being a very frustrating and stressful experience. I’ve come to expect a great experience from Starbucks and know this is the anomaly, but if this store is ok with this happening to a loyal customer of this brand then I believe this store should be should be called out accordingly. I’m highly disappointed in my experience there and hope I remember to not return unless this situation is made right and the staff involved are given training on basic functions...

Let me start by saying that I THOUGHT this Starbucks was generally really really good... but that changed drastically.

First off, I do have to say, the quality of food and drinks has always been good and I am generally happy with the drive thru experience.

Now... entering that Starbucks. Specifically entering it to pick up a mobile order. I walked in the empty Starbucks and stood in front of the mobile order pick up spot, SEEING my two sandwiches ready on the little table. Long story short, I stood there for 12 minutes. I did not get helped at all. No greeting. No acknowledgement whatsoever. Two other customers walked in, stood beside me at the pick up table, and were helped very quickly. Their order had not even been completed yet, and they were talked to - acknowledged - and asked for their name for the order. In the meantime, the workers are glancing up at me once in a while, no questions asked. My face of “Heyy! How are you? I’m here for this order...” is continuously dismissed and I was further ignored until I felt the need to speak up loudly for all the workers to hear. I was hit with a “oh”. Unbelievable.

I’ll continue using the drive thru, but walking into that Starbucks and expecting some human decency is clearly...