Starbucks North Shore — Restaurant in Chattanooga

I bought a coffee before an appointment and after I left, realized they hade made it wrong. That happens sometimes, I understand mistakes, I drink the same exact thing, a mocha with a pump of peppermint and sometimes they read it as one pump of mocha, which is what happened this time. After my appointment, I drove all the way back to Starbucks to ask them to remake it. It was around 4:15 and there was a line of about 12 people. I went to the pick up section and asked the barista about getting my drink remade. She told me I had to wait in line since it was a “second transaction”. I was very nice, thinking she had misunderstood that this was their mistake, not me just changing my mind and she still said I had to wait. I told her my “first transaction” wasn’t completed correctly yet, so surely that meant they would make it the right way as a priority. Nope. I then asked if I could just get my money back as I didn’t have time to wait and she said that I would have to wait in line for that as well. The coffee was not drinkable the way they made it so I just left it and left the store. I have never experienced this before. I bet if I had asked the customers there if they were ok with my coffee being corrected, they would have been fine, I know I would have. Very disappointed and will not be back. Not because they made a mistake, but because they weren’t willing to correct it after I had driven all the way back and was super nice about asking. I would have thought this was basic customer...

We had a great experience at this location! My daughter and I were trying new complicated concoctions we'd found online and due to a poor explanation on my end something did not come out correctly. I have worked restaurant and retail and I know what goes through most people's heads when a customer has a difficult request that come out wrong, but these ladies handled it with such grace and understanding and I really wish I'd gotten their names to call them out individually because I was so embarrassed and they were so kind!

Also, they seemed to all have great working relationships because they were able to properly take care of customers and still cut up and giggle with each other. That's usually a sign of good leadership and good hiring decisions to fit the culture of the existing group of employees.

Edited to add, my daughter caught one girl's name on our way out: Makiya

I am fairly certain the other girl was a manager, or at least was senior by longevity if not by position, because she fielded most questions staff had...

I can't say enough great things about Jill at the Starbucks Northshore location! She is the definition of exceptional customer service—always welcoming with a warm smile and a positive attitude that brightens your day. No matter how busy the store gets, Jill keeps her cool and ensures every customer feels valued.

Her attention to detail is impeccable, making sure each drink is crafted perfectly and just how you like it. She remembers regulars, their names, and even their favorite orders, adding a personal touch that makes every visit special. Beyond her incredible barista skills, Jill’s kindness and enthusiasm create a welcoming atmosphere that keeps people coming back.

If you’re stopping by Starbucks Northshore, Jill is the reason to look forward to your coffee run! She’s a true asset to the team and a shining example of what great customer service should...