Peet's Coffee — Restaurant in Carlsbad

Switched from being a regular Starbucks to Peet's fairly recently. Overall Peet's has been much better. However, I do have 2 complaints that bring it down 2 stars (at least at this location).

I prefer iced coffees, but the straws here have literally ruined the experience for me at times. This location uses paper straws that are so flimsy that not only do they dissolve into your drink after 10 minutes, they break in half when put into the lid. I understand that the change to paper straws was to be more environmentally conscious, but there are more reliable materials to make environmentally-friendly straws. There are recyclable ones that look and feel like traditional plastic, but there are also pasta straws that hold up very well and are biodegradable.

The second complaint is that Peet's charges for milk alternatives. It's 2024, are we really charging extra for dairy alternatives that are the rule rather the exception in California?

An improvement to either of these issues would raise my overall score by...

very very bad customer service. extremely unacceptable!!! At this particular location. We came with my family to buy some tea. The lady working here completely ignored us when we were at the register waiting patiently to buy a package of coffee and a cup of tea. And instead checked out the lady who walked in after us. She checked her out. I undestand we are not important and can take our business else where. I find this UNACCEPTANLE I don't know if she is tired or having a bad day but we were left with a very bad customer service , where they are very rude and disregard you. I got a bad impression of this coffee shop. My last experience here was not any better. We bought a packaged jasmine tea. A free cup of tea that comes with it was not offered at this location ( where as at others we usually get a free cup with our purchase). Were charged for a jasmin tea cup. We did not argue with the workers decision and left. Now i think we will be avoiding this location all...

Mobile orders beware!!!! I ordered my drink online from Peet's website, but when I got there, someone had taken it. I understand the risk that we take when we order online and it's not the employees fault! I couldn't wait for it to be made again, so I asked for a refund but they said they can't refund online orders so they gave me their customer service number.

I believe their mobile order software is flawed if they're unable to refund me in the store.

Calling customer service is inconvenient and I don't need the $7 that bad (the universe is teaching me a very valuable lesson, to stop ordering $7 drinks every morning). This one star review is specifically for the flawed mobile order system and does not reflect the customer service in the store, or the...