Starbucks — Restaurant in Greater Sudbury

My dog is 6 years old. 6 years I’ve been bringing him to this Starbucks in particular. I’ve called and checked that it is pet friendly multiple times where I was told “yes we are pet friendly”. Brought him in today, was allowed to order, was given my pup cup… and then was told my dog had to leave before getting my drink. I asked “aren’t you guys pet friendly?” “No” “but you guys were?” “No it’s always been a policy, we just never enforced it.” I took my dog out to my car (parked directly outside), turned it on, turned on A/C, and opened all windows. Went in and grabbed my drink and left. All in a matter of 2 minutes.

No my dog is a big black Great Dane with asthma. My vehicle; a black Kia sorento. Although ac was on & windows were open, the sun beaming in for that short of time caused my dog to go into an asthma attack. When I got back to my vehicle.. he was wheezing, coughing, visibly shaken and clearly uncomfortable & panicked.

I called the store to address my concerns. Why have I been told it was pet friendly by staff for the last 6 years? Why couldn’t you have handed me my (already finished) drink and I could have just taken him out and never brought him back in?

The manager: VANESSA, told me. “It’s always been a policy, we just have to enforce it now because the ministry of health came in and called us out.”

So my dog had to pay the price. All because A) there are no sings that say no pets. B) I was allowed to order and receive all of my things but MY drink until my dog was out of the store. And C) I was told by many many staff over the last 6 years that they are pet friendly.

All VANESSA had to say was “I’m sorry your dog is in distress, maybe next time you can do an online order, bring him in to grab it and then take him back out?” As if I wasn’t just told that he wasn’t allowed in the store. Girl you’re contradicting yourself.

And had I said “just keep the drink and give me my money back” it would have taken even longer with him in the car. Then who knows what could have happened to him.

VANESSA watched me walk in with my dog (saw his vest that says “NERVOUS DO NOT TOUCH”) and watched the entire interaction, allowing me to order and wait for everything. She never said a word until it was time for me to grab my last item.

I am disgusted by the lack of accountability Vanessa has taken, and the lack of adhering to ministry of health guidelines until she got in trouble and called out for it. I am livid, my dog is home and safe, he is shaken from the whole situation.

I understand that you must adhere to ministry guidelines, but to push that aside like it doesn’t matter for over 6 years and then retract when you get in trouble for it, just shows you have no integrity. Had I known & been told that Starbucks is not pet friendly, I would have had no problem using the drive through or just not going. But I was reassured by multiple staff that they were in fact pet friendly, all the staff were even interacting with him, other than VANESSA.

I have reached out to corporate, as this was extremely nerve wracking for both me and my dog. I have expressed my concerns, I have a case number and will be waiting for a response within the next 48 hours. If I do not receive one, I will be calling to address the situation.

“I’m sorry your dog is in distress” no, he wasn’t in distress.. he very well could have died. My 5k$ dog, who I’ve put my entire life, for the last 6 years, into training and caring for, he could have died. And all I got was an “oh sorry”.

If you’re gonna have policies, enforce them. Because now I look like an idiot going in with a dog that is t supposed to be there. When it has never been an issue for the last 6 years (minimum). Not to mention while speaking with her on the phone, I had to tell her repeatedly to let me speak, as she cut me off, spoke over and interrupted me multiple times.

My baby boys birthday pictures from this year (in said Starbucks)...

This was My 2nd time going to a starbucks drive through in Sudbury ON. The first time, was on the kingsway. Absolutely, nothing special. In fact, because i wasnt experienced at ordering off the menu, the person taking my order was less then "unpleasant" to deal with. I ordered a white chocolate mocha hot chocolate. It was a grande and looked like a small...I've recently had some girls at work bring in some cool looking fun drinks. So ive been wanting to try the Matcha Latte on ice w strawberry foam...

Ive pulled in at the kingsway location twice and then drive away without ordering because the experience the first time was just not a vibe I want to support. Especially knowing the prices are indeed for specialty crafted drinks. If Im going to pay that price I want friendly, knowledgeable, creative staff especially since it's pretty standard to leave a tip.

Today...Thursday February 27th 2025, I decided to try the location on Barrydown Rd. Let me first say, the person who took my order and answered a couple of my questions (because Im a total newb to starbucks) ...had by far, the best personality and exceptional customer service skills!

Keep in mind I would never do this if there were cars lining up behind me....There were no cars behind me so ofcourse that is one of the resons, I decided to ask what the best drinks on the menu were!? He knew exactly how to direct this situation by first asking me if these drinks would be caffeinated or not. That makes sense ! Lol...I was with my son, who also wasnt sure what he wanted...so I said "lets ask"". I then asked him about the matcha Latte w strawberry foam, after he gave me some great suggestions, He told me that was one his favourite drinks and said he puts white chocolate syrup at the bottom of the cup. He then continued to ask about cream or non dairy, I said oatmilk...and the same w the foam...I said "hm well I try & Stay away from Dairy..and he said "thats easy I will make it none dairy, he didn't lag or make me feel uncomfortable for not knowing what I would or wouldnt likezzhe was on it and he guided me the entire way, without any hesitation...he was so incredibly helpful without making me feel like he was rushing me. But he also knew how to make sure to ask the right questions and suggest with confidence how I should be having my drink made...and I went on to inquire about the sizes, because again...being a newbie I was clueless.

It was someone elese at the cash window, but she was definitely pleasant and so sweet and she expressed so much gratitude when I left a tip. (Which I appreciate) because im poor AF LOL,) we left and my drink was absolutely perfection. I may be poor AF and ....cheap, lol where i would make my own specialty drinks at home, but I do have an expensive palate!!!! lol...hence why Tim Hortons doesnt see me very often. I just wanted to thank this person, for being extra...extraordinary, and he went above and beyond what Sudbury lacks in 99.9988% of drive through's or walk in establishments for "specialty crafted beverages". I wish I asked for his name! This was legitimately the best experience in Sudbury ordering a specialy drink.

So if starbucks Sudbury doesnt know that the service was 100% better at the Barrydown location, then the kingsway location , now you know!!

I also really like the sign at the drive through window at Lasalle.

These are the people you want to tip! Superb personalities and the best beverage Ive ever had made for me!!! Ive had a lot of beverages at places tht serve bobba, and places in toronto as a special treat, this whole experience was amazing down to the last sip! Starbucks...

Such a sad experience. I have been to many Starbucks. All over the world. I’ve even been to Starbucks in third world countries. Yet, I’ve never seen one so dirty, or with such bad service. Staff is just careless and rude. They seem to hate their jobs there. I waited about about 20 minutes for 3 coffees. Which they were never able to prep even tho there were 5 people behind the counter. Oddly enough, there was no one in line ordering anything. So I was baffled. Yes there was a drive-through line, but seeing they have 5 people on shift, you’d think at least one would service the walk-ins. Apparently not. I asked the manager and she couldn’t care less. Even have me a smirk and just shrugged her shoulders. Gave me a look like saying “I’m not gonna hurry or do anything about it”. So I asked for a refund. She then giggled and said “Sure”, as she shrugged and then laughed again. Saying too bad I didn’t wait since my drinks were gonna be next. I reminded her I had now been there for well over 20-25 mins. She brushed it off while smiling and yet again shrugging. Clearly customer service isn’t a priority at all here. Neither is efficiency. I will say tho, all that time I stood there, I was watching. I notice cleanliness isn’t a thing there either. So maybe it wasn’t such a bad thing that this coffee shop was unable to prep me my coffees. At least I learned about one place we must never...