Starbucks — Restaurant in Brentwood

I was at this starbucks on January 9, 2020 at around 3:50pm and it was BUSY. Like, crazy busy. The drive-thru was backed up to the street and to make matters worse there was an order in front of me for an entire office (20+ custom coffee drinks)! The staff was doing their very best and navigating some really angry customers. Unfortunately, I was late to my appt having to wait for so long. I went to the barista and asked how far back in line I am. She said she just got my order and that it would be a while. I told her that I had to and asked if she could just do an iced coffee (coffee poured over ice) and a water for my daughter. She did is in less than a minute and apologized for the wait. I told her I REALLY appreciate it. On my way out I was scolded by a lady in front of me who "was before me in line" and how "she's late too" and how I slowed her down. I told her that my drink took under a minute to prepare and that I apologize for that extra minute that she'd be late. The staff was awesome....

Yesterday my team and I ordered through the mobile app and went through the drive thru to pick it up and when I say we had the best experience I am not exaggerating in the slightest. I was greeted over the intercom speaker by Lila (I hope I am spelling that right) with such a warm presence and then again when I got to the window she made sure I got every mobile order I was there to pick up. In addition, Amber was the girl making the drinks and I can say with certainty that it was the best drinks we have had there. Some of the mobile orders were tedious and every single drink was made to perfection. We frequently order at this location and over the last couple weeks I feel like the service has just gotten better and better. We can not thank you all enough for supplying our clinic with just a little bit of sunshine and happiness during our long 12+ hour days! This review and a call to the store may seem like a small way to send appreciation but...

I usually do not post reviews, but after running into the same problem again and again at this Starbucks location.. I felt compelled to write a review. 90% of the time I go to this particular Starbucks(drive-through), the employee at the window is unwelcoming. They are not inviting and cheerful.. but instead are rude or just look very unhappy to be there. They serve me with minimal customer service and I've been ignored when trying to be friendly. ONCE in a while there is a nice and welcoming employee.. but it's rare at this Starbucks.

They need to hire people who at least look like they want to be there to serve the customers with a happy attitude. I've worked in customer service and I know what it's like. We've all had bad days but time and time again.. I see a sour face...