Starbucks — Restaurant in Christiansburg

I emailed the store manager directly regarding a very poor experience at his store a week ago. I still have not heard back from him. I have attached the email below as my review. TERRIBLE experience.

Good morning,

I am reaching out to you this morning regarding a visit to your Starbucks in Christiansburg. My husband and I stopped in to grab a quick coffee and tea around 8 am on Thursday, 8/22. The drive thru line was wrapped around the building so we decided to order inside. Once inside it took a minute but I was greeted by a happy (if a bit frazzled) employee. I did not catch her name but she took our order and when I placed an order for a muffin she informed me that the ovens were pretty backed up. I asked for it room temp and she happily helped me out.

As I waited for our drinks I did notice there quite a few people waiting in the lobby for their beverages (no problem at all, I understand it was busy). I got the iced tea relatively quickly and continued waiting for my latte. After about 15 minutes I approached the girl working at the bar and asked if she could just confirm she actually had my drink sticker to make it. She looked at me and without ever checking the ipad/tickets she said, "We're about 15 drinks behind. I'll get to it when I get to it." I decided I could not wait that much more time and decided to just return all of our order. Again I had to wait at the register for someone and when Malia asked how she could help I told her I would like to return my full order because I could not wait any longer for my drink and that the wait was crazy. Her response was flippant and rude. She said "Yeah, there's a lot of people in the lobby. We are 15 drinks behind. It is crazy." I then asked her for the district manager's card to which she threw her hands toward the bar and said, "Yeah, it's down there on the bar."

I take a real issue to the way that I was treated at your store. I understand that the batistas were busy, overwhelmed, and stressed due to the sheer business of the place. However, there is no reason for them not to take the time to check where in line my order was (by the time I walked past on my way out the door my latte was being placed on the pick up counter) or to speak to me in such a rude manner. I am very disappointed in the visit to your store and the employees unkind treatment of their customers. Starbucks promotes being kind and that is definitely not the way I felt I was treated...

Yet again, I place my order on the mobile app, while on my way to work. I submit the order when I am still 15 minutes away and I usually make it to the store right at or a minute past the time the app says my order will be ready. This morning, it said 6:30. I got there at 6:31. My order was not on the counter. The three girls working were just standing around talking. I sat down. 4 people fostered in and out picking up their mobile orders and not once did those girls break their conversation to ask me what I was waiting for. Then a drivethru order comes up and they hop right on that. Then I get tired of waiting and stand up and then they realize they had Mt cup on the counter waiting to start making my drink and one girl said she "forgot" about it. Okay, you remember Tony's name and have his order ready when he walls in and greet him but forgot to make mine and it happens quite often. Too often honestly. I'm really sick of this and will probably wind up changing locations or something. This is ridiculous. Every fast food or fast food type job I ever had, we had to stop our conversations when customers walked in and tend to them to be sure we got everything they needed and Paid for. I don't have time to wait around for some girls to finish their convo when I have work to get to. They need to get better at this job or you need to...

Since they changed locations, it has been the most disorganized, slowest mess. I understand a change involves some downtime and slowness - but this long afterwards it shouldn’t. They’re usually out of things. While the pandemic affects availability sometimes, other local Starbucks manage to have what they don’t. When my daughter ordered a dragonfruit drink they didn’t tell us until we got to the window that they were “out of the thing that makes it purple.” It’s not the end of the world, but that’s part of the fun for those drinks. Why wait until people get to the window? Just tell us off the bat. Another time I placed a mobile order for drive-thru - that’s #1 of telling the store my order (a sandwich and a drink). When I pulled up to the speaker, they couldn’t find it and I had to repeat the entire thing (#2). I double checked the app and made sure it was the right store. When I got to the window, they handed me the sandwich and were like “bye.” I had to repeat my drink order again (#3) and they said they were going to work on it right now. I know Starbucks has a system because it works at other locations, so not sure why they’re not following it? And the lines/wait times are ridiculous. Avoiding this Starbucks...