Starbucks — Restaurant in Annapolis

I drive close to 40 minutes to come to this specific starbucks on the weekend because it's my favorite branch. That, alone, should speak for something. The people who work here are a (almost entirely) top tier bunch. I can't help but come up for air during my studies here and to watch the baristas do what they do best. Perhaps the desire to watch the chaos of a busy coffee shop unfold is innate in me since I also was a barista for two years. Many of the people here are hard workers and it shows. However, one employee here, I think, is exceptionally hard-working, never still, and always giving their greatest to every person in each interaction (an exhaustive task not just anyone can perform day in and day out). Having recently learned the name of this person, I can finally leave a review about the work ethic I've witnessed spanning several weekends. Arguably, not many have to care about their jobs. Especially retail jobs. Justin is one of those rare employees who does. Justin is constantly moving, ensuring things run smoothly, and managing with confidence and compassion. Justin's care towards his staff (at least, I imagine he is manager because of how I see him so effortlessly maintaining that appearance of a role) and care making each drink makes this starbucks something to drive 40 minutes for. A glowing A++++ for this gem on your team, SB. So much of what this employee does goes unnoticed, I'm sure. But not from a barista in the lobby. I see you being amazing day after day! Drinks taste better...

Who is actually in charge at this location? It looks like day camp for teenagers. There were FIVE employees standing around chatting/laughing loudly with each other, playing on their cell phones, and actively ignoring customers. The coffee area looked filthy. I stood there for several minutes, no one else waiting or in line. They saw me and all of them ignored me. They were far too busy socializing loudly (especially the blonde girl who always seems to be playing around and was complaining about not wanting to work on Monday's) Plus they were all on their cell phones, texting away, right at the front not working and not paying attention to customers- they should not be allowed to do that during work). When the man there finally turned around and took my order with a very lackluster gretting, I was handed a lukewarm, not good tasting drink, that was made more like a latte than a Capaccino. I had to throw it out and go elsewhere. This is beyond ridiculous for a dirty store that charges almost $8, plus the tip they ask for, for crappy coffee and even worse service. No wonder Starbucks is getting bad press. This is the second time my drink has been not made properly here.If there was a manager there aong those five people, he/she should be sent to training or fired. This used to be my go to store for years, Ii don't know what has happened recently, but I won't be coming back or wasting my money here again. Great way to not care about your customers or the quality or your product and...

Danny made the wrong beverage and would not fix the order. Instead I was told I could purchase another drink. I did not make the error. I know what I ordered. I was not provided with a receipt of my order. Angry, I left.

I called the Manager later in the morning who was quick to defend Danny. The Manager was not present at the time that I placed the order seemed to know everything about the situation. Instead of hearing my side of the story, he kept cutting me off mid sentence and told me I was wrong and I should’ve paid for another beverage.

Starbucks is known for their excellent customer service which clearly isn’t a priority for these two employees at the 1901 West Street location. They’ve lost my business. Don’t tell me I ordered the wrong thing. I know what I ordered and this location did nothing to rectify the situation. Danny made the mistake and it’s my fault?

To be talked down to by a Manager is not good customer service. He refused to listen and I’m in the wrong.

I’ve escalated this matter to Starbucks Corporate. Neither Danny or the Manager should be working in customer service. A real Manager would’ve heard me out instead interrupting me. Starbucks Corporate offered me a gift card which I politely declined. It’s not about free coffee it’s about doing the right thing to serve...