Starbucks — Restaurant in Surrey

First and foremost, the level of customer service has notably declined. On multiple occasions, I have encountered baristas who were either indifferent, distracted, or outright dismissive. A recent example occurred at this Starbucks location, where I waited nearly 20 minutes for a mobile order that had already been marked as ready on the app. When I inquired at the counter, I was met with a curt response and told to “just wait like everyone else,” despite several customers receiving their orders well after mine should have been completed. The lack of communication, accountability, and courtesy was frustrating and disappointing. In addition to slow service, the accuracy of orders has also become increasingly unreliable. Whether it’s receiving the wrong milk in my drink despite clearly specifying a non-dairy option (which is a serious issue for people with allergies), missing items in a breakfast order, or being handed a lukewarm coffee when I specifically requested it extra hot. These seemingly small mistakes add up and reflect poorly on the quality control I once associated with Starbucks. Cleanliness and store upkeep is another concern. Tables are often cluttered with used cups and napkins, the floors are sticky or littered, and restrooms are frequently in an unacceptable condition. I understand that high traffic can make it difficult to maintain spotless conditions at all times, but the lack of attention to basic hygiene and tidiness is simply not in line with what one would expect from a premium coffee chain. Furthermore, the mobile app, once a convenient tool, has also become a source of frustration. Items are regularly listed as “out of stock” even when they are available in-store, points are inconsistently awarded, and customer service support through the app has been sluggish at best. There seems to be a disconnect between what’s promised digitally and what’s delivered in-store. What is perhaps most disheartening is the sense that the brand no longer prioritizes the customer experience in the way it once did. When a cup of coffee costs upwards of $6, the expectation is not just about taste, it’s about service, environment, and consistency. Right now, that value proposition is...

Cramped indoor space, although beyond the employees control. They take forever for mobile orders. Half the time they set it ready and I’ll walk in and it’s not there. I usually have to wait another 5 or so minutes, after already waiting for the “your order is ready” notification.

Every time I order the vanilla sweet cream cold foam, an extra $1.25 on top of the already pricey drinks, this location always skimps out on it, giving me half of what other locations normally give.

When I ask for my drink half sweet I get what tastes like no sweetener. I usually order a grande iced matcha latte with an extra scoop of matcha powder, so 4 scoops rather than the standard 3. This location never seems to get that right though. When I ask for 4 scoops they put what tastes like 5 or more. And then I ask for the standard 3 it tastes barely of matcha at all.

Employees also never acknowledge me when I come to pick up my mobile order. I always make sure to say thank you when picking up my drink, but they never reciprocate at this location. At almost every other Starbucks I’ve been to, except for the odd time during a busy rush, the employees are always cheerful or at the very least acknowledge me. I’m not looking for a conversation, just a simple “hello” or “thank you” or “have a great day.” Even a smile. I work in customer service too, so I know you don’t always want to, but it’s kinda...

Accessibility Information - This review was prepared by my Social Studies 9 class after a site visit and an interview with the manager.

Starbucks is generally acceptable to those in our community with physical challenges. The store, although it doesn't have an automatic door, the staff is always able to help open the doors and is quite attentive to the customers. They would like it if they were able to get an automated door, but due to an accident that occurred, they couldn't get one. The entrance to the store doesn't have a platform for wheelchairs/electric scooters, due to the mall in which their store is located in. The inside is generally easy for people and wheelchairs/electric scooters to move around in, especially after the removal of a wall bay that blocked the entrance to the washrooms. Each of their washrooms is individual and has all the accesses to accompany the customers. During our time at the store, we have noticed that the mall did not provide their store with Handicap parking spots. In conclusion, Starbucks café has friendly able staff and has been trying to improve their store for Handicapped individuals, the mall which they are located in hasn't provided them with proper parking spaces nor ramps for the physically...