Starbucks — Restaurant in Ontario

tldr: the vibes are OFF.

I’d like to share email from “Cristine” who I assume is the district manager I requested a phone call from, since she did not properly introduce herself in the email she used to dismiss me and I assume, “Ashly” is manager of this location who was cc’d:

Thank you for reaching out regarding your visit at the Dougal Starbucks. I wanted to update you on the reason why the team did not add Partanna oil to your coffee. This oil is to be infused into three types of drinks-steamed into milk, shaken into espresso shots or blending into a Frappuccino. Adding to a drip coffee would not allow the oil to infuse into the drink and would just sit on top of the beverage. With the separation of oil and coffee in this manner it does not align with our beverage standards and this is why we do not sell this as an option. The quality standards are the reasons the team did not sell this drink to you. I reached out to them and made sure they are suggesting to customers the three methods of infused oil into drinks.

I am truly sorry you are unable to order this beverage in a drip coffee. The team were trained to suggest different options.

I hope you have a great day Cristine

My truncated reply (my full email exceeds character limit), which I’d like to thrust into the goog-iverse, rather than it be buried in their inboxes:

I appreciate your response. While the oil was the issue that initiated my frustrating experiences this weekend, the service I received at this location was intolerable. I went to a different Starbucks this morning, posed the same question and received a polite, thorough, empathetic response that I understand and accept. So, I understood the information in your email when replying now. I would like you to understand me: the way I was spoken to/treated by, who I now know is the manager at Dougall on Friday and two of her staff members the next day, was unacceptable. I now can resolve that I will not return to that location. If you care to hear the details of my interactions, who are the reason why I am particularly upset, I will explain below and take the opportunity to vent my frustration. Regardless of quality standards for your coffee, I think we can agree that SB is not the “go to“ place for high quality coffee. There are many small local shops offering higher quality coffee anywhere you go. The reason I frequent SB and pay roughly double what I would pay anywhere else for similar coffee is the brand: the convenience, the potential for customization, the familiarity with the products and the mutual respect/pleasant atmosphere when interacting with your usually knowledgeable/courteous staff. None of these were experienced at my visits to this location this weekend. I was told I “was not allowed” to have oil in my coffee. When I asked why, I was told (rudely) that it was due to training received and that “they” don’t let them do this. It wasn’t what was being conveyed, as much as HOW it was being conveyed. I am not a child and I will not tolerate being spoken to like one. I let it go the first day: I assumed the unpleasant woman was giving me a hard time for some reason, as I’ve done it many times and am able to order it through the app, which I tried doing the next day and was accosted for it. This attitude is obviously a standard practice adopted by the manager and trickling down to her subordinates. That’s all I’ll say about these people. I would like to address the policy and why I do not agree, if that interests you. There are health benefits that I personally appreciate from adding a healthy fat to my coffee (see: bulletproof coffee). A black coffee with a healthy fat is all I want. I assumed that Starbucks valued personal preferences and individual freedom to customize coffee as one would see fit. Now I understand you do not. I will adjust my behaviour to suit my own needs, I am fine with that. When I do find myself ordering from SB, I will simply add the oil myself, since you allow for me to buy TINY CANS of the product for personal use. Honestly this...

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