Starbucks Coffee — Restaurant in England

I’ve been to this Starbucks many, many times and it’s always been brilliant. They always make the drinks spot on and service is 9/10 times brilliant.

I went today, however, and had a rather strange experience. I ordered on the app for collection (just 1 drink), as I have done over 10 times from this specific store as well as dozens of other stores I go to, so I walked in and stood at the collection point (As I have done every time, at every store). I ordered a bit of an awkward drink so I’m more than happy to wait, and a few people were in the drive thru so, again, I’m more than happy to wait. About 6 people ordered after me and got their orders in-store. It had been about 10 minutes at this point and I was thinking hmm… everyone’s been served so where’s mine? But I continued to wait. Approximately 6 staff were working and not one person stopped to ask if I was waiting or acknowledged me in any way. One of them caught eyes with me multiple times during the 20 minutes and didn’t once ask if I was waiting. I purposely didn’t pipe up to ask where my drink was because I hate to be pushy, especially when workers are busy. I could see my drink literally sat on the counter at the back and not one person shouted my name or asked if it was mine- I found this a bit odd. Almost 20 minutes later one of the staff asked what I was waiting for, after a customer received their drink before me and asked if I was still waiting, which must’ve finally sparked their attention, so I mentioned I ordered on the app and my name. She, quite condescendingly, said ‘just to let you know, you have to let a member of staff know if you’ve ordered on the app’ ….. and I was like oh okay. I said I’ve never had to do that before so that’s why I didn’t…. So she kind of repeated it and I said thank you and left. Very strange customer service…. If I saw someone waiting for a while I would have asked what they were waiting for or something, this is what I found the strangest as everyone ignored me just stood there. Telling a member of staff I ordered on the app isn’t the issue, it was just the treatment and ignorance. I’d be more than happy to, in future, make them aware I ordered on the app but I’ve never once done this or had to do this at any Starbucks store, including this one, so I just waited to see if anyone would ever acknowledge me out of interest. I will more than likely be back to this store but will probably just order at the till in future …..

Other than this, the drink was lovely and...

Had another incident here today of a bad attitude from staff where they made me a cold drink instead of the hot drink I'd ordered. I'm confident I'd ordered the right thing and I'd had it before. I didn't think it would be a big deal for them to change the drink, but the staff here seem to have an attitude problem. I wasn't rude about it at all, I even apologised for the supposed miscommunication. But in response I got eye-rolls and sighs.

I've had previous incidents here where the staff have attitude with me and my wife too. I really don't understand why they are like this in this particular Starbucks.

The one in Sainsbury's nearby doesn't seem to have the same problems. Perhaps this is because it's a drive through so when you go inside they're distracted by the constant drive through orders and seem to be doing too many things at once.

Management need to work on the attitude to customer service in this...

Popped in here for cake & drinks after spending 2hrs at Flip out Telford with our grandchildren. Where I would like to point out that the staff are very friendly & communicate with customers. At Starbucks we ordered Pumpkin Spice lattes only to be told without the app we couldn't have them & When I asked if he was joking. He said not my fault before you complain😠 We also asked for Tiramisu frappucccino - apparently not available anymore - despite being displayed in store & on your websites Cool lime refresher drink - not available. long wait on drinks ordered. Absolutely no eye contact, smile or conversation from the assistant who made up our drinks. She only called out each drink & then walked away. I will never need to download your app to qualify for a Specific drink as I will never enter your store again. One very unhappy customer who thinks that customer service needs to be revisited in your future...