Starbucks Napier — Restaurant in Napier

I am writing to express my disappointment with the service I received at your Napier store on Monday, July 8th at approximately 4:10 PM. Upon entering the store with my two children, I was met with an experience that was far below the standards I have come to expect from Starbucks.

When we arrived, a staff member was preoccupied with sorting out the rubbish bins. Despite seeing us, he did not greet us, offer assistance, or provide any acknowledgment of our presence. There was no indication that he would be with us shortly, leaving us standing there without any form of recognition.

After completing his task at one rubbish bin, the staff member proceeded to attend to another bin by the display shelves, still without any greeting or acknowledgment. This lack of basic customer service made us feel completely invisible, as if we were ghosts standing in the store. several times I attempted to make eye contact but didn't work.

I understand that Napier is a smaller town, but this level of ignorance is unacceptable. Howard Schultz introduced Starbucks with the vision of combining European coffee bar culture, where the host or server greets customers warmly and call by name.

This incident starkly contrasts with that vision and the overall Starbucks ethos. Even if this were not a Starbucks, such a lack of basic customer service should never occur.

Feeling unwelcome and ignored, we eventually left the store. I strongly urge you to address this matter seriously. The behavior of your staff on that day was disappointing and unprofessional.

I hope you will take appropriate action to ensure that such experiences do not happen in the future. I look forward to hearing from you...

I went into Starbucks Napier with my husband for a coffee and a treat from the cabinet. We are new to the HB and usually have had amazing service at the Hamilton and Auckland stores, but unfortunately not at the Napier store. I ordered a decaf coffee due to having sensitivities to caffeine. But was told they can not do decaf coffee as they had already shut the machine off 2 hrs prior to their closing time. I explained my sensitivities to the cashier who recommended I order a coffee using their blonde roasted beans instead, as it's lower in caffeine. So I ordered this and my husband ordered a standard latte. We also ordered a sausage roll and muffin which were delicious. We waited for for roughly 20 minutes for our coffees before the assistant manager came over and mentioned they were having issues with their coffee machine. We explained to her that I had originally ordered a decaf coffee but was told that the machine was off and they couldn't do it. The assistant manager mentioned she wasn't aware of this and said that they could do a decaf coffee. So we changed my ordered back to decaf and after a further 10 minute wait we finally got our coffees. However, unfortunately they did not taste nice. Extremely milky, lukewarm and lacking any coffee taste to it. We also witness other customers being told they needed to change their coffee orders due to the machine not working properly. I have been to the Starbucks stores in Hamilton and Auckland many times and have never ran into any of these issues before, even when I've ordered 15 minutes before closing. I strongly recommend management offers some further training to their...

They really should put more training on new staff.

I went to get my Latte this morning and waited about 10mins to get served despite there were no customers in store..

And I was charged more than I would normally being charged, I was trying to figure out why and the staff who served me apparently had no clue and all she responded back was she had already charged it and can’t do anything about it (in an aggressive manner).. and then another staff member came over to help and clarify it’s public holiday surcharge..I wish that was mentioned or displayed somewhere over the counter..

Then she finally handed me the latte but in green tea..where I clearly clarified when ordering that I’d like a grande latte..

What I can’t believe is while waiting for the remake one, she was joking about “Grande” (apparently she got mixed up grande with green tea) with another customer..( not professional at all )

What a morning..I regularly go there to get my coffee and I find the service is nice in general but...