Starbucks — Restaurant in Sandwell

I like my grande hazelnut hot chocolate milky, basically less chocolate. This evening (15/07/2019 at 20:55) drive thru, i was served by Marcus, he did not make me feel welcome - i knew straight away he will get my order wrong. And he did. He asked me if i wanted whipped cream i said no. When i tasted it - it tasted like there was no Hazelnut in it, I told Marcus and he said he will put some in it. I realised there was whipped cream in it after, i told him i didn't want whipped cream and so he did the whole drink again. Thank you. But It tasted like a normal hot chocolate. I then told him i just want a refund because its not to my liking. He said "OK". No apology and did not offer to re-make it. I couldn't wait to just drive off in anger. However, another member of staff named Jess came forward and said "im very sorry about that, let me make you another one" i just wanted to get out of there and polity said "no thank you". Marcus walked off (not out of disrespect - Jess took over). Jess asked me twice during the refund process "let me make you another one" in which i politely refused. Then (as well as my refund she went and got me a voucher for a free drink for next time and leaned over and said "go on, let me make you another one, tell me how do you want your drink". Her empathy, her concern, her politeness and the fact that she wanted to listen completely erased my anger! It was the way she was persistent and concerned (not forceful), she just really wanted to make a difference! I was really touched!! Well done Jess!!!! There's more, Jess served me last week and corrected my then order too in the same manner!! Well done Jess!! If only all starbucks staff were like you!!! I am a starbucks fan for the food and beverages, the service is not always great in all starbucks in UK, but starbucks in US is great! Jess is the first i have come across working at UK starbucks who disllayed customer service. Thank you Jess. Could you please let me know who it is i write to in head office about this because i want them to know they have a gem at this branch....

I took my friend to this store for coffee as he came from London. When we got to the till a lady served us politely and she was well mannered, however, when we got to pick up our drinks a lady named Aaliyah was making the drinks and she seemed off and wasn’t bothered, put the drinks down, so, when I asked if it was the cappuccino she replied with “yeah” didn’t even look at us… we don’t expect a full on conversation but a simple “hello” or even just a smile is what customer service is about. Maybe give Aaliyah some customer service training. The cappuccino wasn’t as frothy as it’s meant to be but maybe that’s because the machine wasn’t working properly or she just didn’t want to make the drink properly. It’s almost like she had something against us. We don’t even know this person.

The place looked busy and the few tables that were empty had empty cups laying there until Jack was the person that cleaned all the tables and cleared our table also, he was also polite and showed standard customer service.

Jack good customer service The till girl not sure her name but she had dark hair and slim built good customer service. Aaliyah could do with customer service training.

The 2 stars are only given because of Jack and the till girl I couldn’t make out her...

I use this Starbucks twice a week and until recently it has been good. However I have now had a couple of occasions when I have not received what I ordered which is very frustrating especially when the order is read back to me correctly. I have to have decaf coffee as I get a reaction to caffeinated coffee and once again this morning I have been given caffeinated coffee after ordering decaf and being advised my order was decaf. I use the drive through so I am angry with myself for not checking before driving off which shouldn't have to do when my order was confirmed correctly. I can only assume I was given someone else's order. Come on Starbucks staff wake up and check what you are doing!! I am now waiting to see what reaction I get as I drank a bit before I realised it was different. I am a regular customer and am now thinking I need to change my routine and use Costa down the road for peace of mind that I get the correct drink going forward and I don't...