Starbucks — Restaurant in Charlotte

I am a frequent visitor to this Starbucks location and have always enjoyed excellent service. However, my experience today was deeply disappointing.

I waited in the drive-thru for over 25 minutes without my order being taken—10 of those minutes were spent at the speaker box. After waiting patiently, I eventually said “hello?” only to be met with a curt response: “Yeah, um, we’re busy!” I continued to wait, but there were no visible cars ahead of me for quite some time. Meanwhile, I could see three cars behind me, clearly frustrated, stuck in a line we couldn’t leave.

When I decided to leave after waiting too long, I turned the corner and saw a car being served at the window. To my surprise, it appeared that several cars had been served while no new orders were being taken. I pulled up and politely asked to place my order, explaining that I had been in line for over 20 minutes. The staff member at the window, however, told me, “Unfortunately no, you’ll need to go around.”

I expressed how unfair this felt, but my concerns were dismissed. When I asked to speak to a manager, Morgan arrived with the same indifferent attitude. I asked for the staff members’ names and left.

This experience left me questioning why I was treated so poorly. I visit this location several times a week and work within a mile of it. Normally, my visits are pleasant, but today’s experience has made me reconsider returning.

I understand that situations arise where staff may be overwhelmed or understaffed, but the lack of communication, empathy, and customer service today was...

Today I had the worst experience at a Starbucks compliments of Maddie the Assistant Manager.I go to Starbucks almost every day! I had just left the Starbucks in Duke Energy building and was on my way to a meeting and I needed to use the restroom as I had a long drive ahead of me. I pulled into this Starbucks and was told that I needed to buy something to use the bathroom. I let her know that I had food and drink in the car and could show her that I had made a purchase 30 min ago. She continued to say no and that I had to buy something. I ended up buying another banana loaf to which I didn’t even take with me since I already had one in my car. As a business owner and a franchisee I would train my team members to use common sense. I get the reason they have the doors locked and ask that clients make a purchase but I had made one at another Starbucks and could prove that. This is a brand and should treat all their customers with respect and use common sense when making decisions. Maddie needs training and help to see that things aren’t always black and white and good business...

I've been to this Starbucks location numerous times and the experience has been subpar, however, the young lady that serviced me today was truly exceptional. I had placed a mobile order and due to certain circumstances I was unable to pick it up. A few hours later when I arrived at this store, I asked one of the baristas if they would mind remaking my drink, seeing as I hadn't been able to pick it up before, and they had already tossed it out. I won't name names because I don't want them to get in trouble, however, the barista gave me a very ugly look and told me they would ask their manager. I'm not entirely sure why they had to do that, but I digress. The manager on duty, her name was Morgan, stopped what she was doing, came over and listened to me explain what had happened, and had zero problems remaking my drink for me. They seemed quite busy, but she prioritized my drink, wrote my name, and even drew a little smiley face on my cup! That small gesture made my entire day. She also made a very good flat white😊. She was great!...