Starbucks — Restaurant in City of New Rochelle

I recently visited this Starbucks, and I was beyond disappointed by my experience, all thanks to the incredibly unprofessional behavior of the store manager, Brian. As someone who frequents Starbucks, I’ve come to expect a certain level of customer service, but this encounter was nothing short of appalling.

Upon entering the store, I noticed that it was poorly managed from the start. There was a long line of customers, yet there were only two baristas working, which made the wait unbearable. What struck me most, however, was the lack of urgency or sense of responsibility from Brian, who was clearly in charge. Instead of helping his team or managing the line, he stood behind the counter, scrolling through his phone. I understand that managers may have administrative tasks to do, but when the store is under-staffed and customers are growing increasingly frustrated, the last thing you expect is for the manager to be oblivious and detached from the situation.

As I finally made it to the counter to place my order, I noticed that Brian barely acknowledged my presence. He didn't greet me with the usual Starbucks courtesy and instead seemed irritated by my request. I politely asked for a customization to my drink, which is a regular part of the Starbucks experience. Brian, however, responded with a tone that was dismissive and impatient, almost as if my simple request was an inconvenience to him. His attitude made me feel like I was interrupting his day, and frankly, it left a sour taste even before my drink was made.

To make matters worse, my drink was prepared incorrectly. I ordered a caramel macchiato, which is a pretty standard choice, but what I received was a watery mess with none of the usual caramel drizzle or the proper balance of espresso and milk. When I approached Brian to ask about the mistake, he acted as though I was being unreasonable. Instead of offering a simple apology or acknowledging the error, he made me feel like I was the problem. He barely made eye contact and muttered something under his breath before dismissing me entirely. It was clear he had no intention of correcting the mistake, and I was left standing there feeling humiliated.

This interaction left me feeling disrespected, and it’s the last time I’ll be visiting this particular Starbucks. I’ve worked in customer service for years, and I understand how important it is to maintain a positive, welcoming environment, even during busy hours. But Brian’s complete lack of professionalism, poor attitude, and inability to handle customer feedback was unacceptable. It was clear that he either doesn’t care about his role as a manager or doesn’t understand the core principles of good service. Either way, it’s incredibly disappointing to see someone in such an important position treating customers with such disregard.

I truly hope Starbucks takes the necessary steps to address this issue. It’s evident that Brian does not set the standard of service that customers expect from the brand. I’ll be avoiding this location in the future, and I would highly recommend others...

Starbucks is a mixed bag for me. While their wide selection of drinks and convenient locations are appealing, there are some downsides. The prices can be quite steep, making it an occasional treat rather than a regular stop.

The consistency of the drinks varies from location to location. Sometimes, the taste isn't exactly as expected, which can be disappointing. Additionally, the pace of service can be hit or miss. During peak hours, the wait can be long, affecting the overall convenience.

The atmosphere in Starbucks can also be a factor. Some locations are cozy and inviting, while others can feel overcrowded and noisy, making it challenging to relax or work.

On the positive side, their loyalty program offers rewards that can be enticing for frequent visitors. The seasonal and limited-time offerings add a fun element to the menu.

Overall, Starbucks is a go-to for a familiar coffee fix, but it doesn't consistently deliver an exceptional experience. For its convenience and occasional tasty options, I'd give it a neutral 3 out of 5 rating. There's room for improvement in terms of pricing, consistency, and the overall ambiance...

I usually frequent this Starbucks on the way to work in the morning. I place a stop in my Uber and come in for my preordered drink via the app. Today, my drink was stolen from the counter and only my protein box remained.The very kind brunette woman (I wish I caught her name but I ran out) who handled my order mishap sincerely apologized and gave me a coupon for a free coffee due to inconvenience. Usually , the staff is courteous and professional which I am appreciative of ! There was a gentleman who seemed a bit apathetic when I stated that my coffee was missing from my order but he probably had a rough morning. The very nice woman however went above and beyond and I appreciated that considering I could have been late for work.

Thank you to the staff and especially the woman who extended empathy to me. It wasn’t even the coupon but just that moment of empathy that allowed me to be seen and completely turned the experience around in my eyes...