Starbucks — Restaurant in Gaithersburg

4/17 in the late afternoon I walked in and needed to change my daughter before ordering, the bathroom was not cleaned at all. There was toilet paper all over the ground and pee stains on top of the toilet seat. When I stepped out to find a seat there was trash left over on the floor and coffee tables nearby and it took longer than expected to find a clean table to sit at without stains, crumbs, or actual coffee cups leftover from previous customers. My partner tried to order me a decaf coffee but the cashier said they were all out and made no suggestions of what else was similar. Then I tried to order a tea and asked which teas were available, the cashier quickly named over 5 different ones and there was no chart available to look at. I mentioned that I wanted to order a decaf tea and the cashier suggested “earl grey” I agreed and went ahead to order that and asked for almond milk to be added, I was charged extra for this and after paying he turned away and did not give me my receipt. While sitting down to wait he yelled out to me that the “earl grey” is not decaf and that he is going to give me mint tea instead. The cashier did not ask me if that was alright and began preparing it anyway and didn’t give me the chance to order a different decaf tea. When I received this new order I noticed that the mint tea did not have the almond milk that I was charged extra for and because I didn’t have a receipt I couldn’t get my money back. This whole experience was awful and even sitting inside the Starbucks there was no music playing which I found strange because every Starbucks I have been too plays music. The sounds that took over were from the employees behind the counter, and even sitting at a good distance I could hear them laughing loudly and gossiping the entire half hour I was there. I do NOT recommend this Starbucks location for customers that are looking for a clean, welcoming, and pleasant...

On Tuesday, August 19 at 11:50 am, I stopped by to order one of my favorite drinks, the Strawberry Matcha. The guy who took my order was very polite, but from then on, the service was terrible. I was ordering through the Drive-Thru and after placing my order, I pulled up to the window. They took almost 7–8 minutes to come out to charge me or even say something like, “we’re busy but we’ll be right with you.” My car was literally the only one there, and it didn’t look busy inside either. I understand they have things to do, but still, I didn’t say anything even though I was in a hurry.

I ordered my drink with extra strawberry, and that’s fine—I pay for it because I know it’s not free. But the portion was ridiculous, you could barely see the strawberry. I asked the girl who finally attended me (with dyed yellow hair and who also took a long time to come over) if that was supposed to be “extra.” Her response was: “Isn’t that enough for you?” What kind of rude and unacceptable customer service is that? Obviously it wasn’t enough—that’s why I asked, especially since I paid for extra.

They then took almost another 10 minutes to remake my drink, when again, my car was the only one in line. When she brought it back, the same girl said sarcastically, “Now is it enough?” Extremely rude. I asked for some napkins and left because I wasn’t going to waste more of my time.

They really need better training in customer service and portioning. It’s true that we have to pay extra, but that’s exactly the point—it’s an additional payment. It’s not free, and I’m not begging for it. That kind of rude service is...

I’m writing to share a disappointing experience I had at one of your locations today. I placed an order for two items inside the store. Jonathan, one of the staff members, was very friendly and helpful—he even assisted me in customizing a drink that I was told was no longer sold. I appreciated his kindness and enthusiasm, and I gave him a $5 tip to show my appreciation.

Unfortunately, while waiting for my order, I noticed that customers who ordered after me had already received their drinks, while mine remained untouched on the counter. One of my drinks was still sitting in the blender, and a staff member took it out and placed it on the counter without pouring it into a cup or acknowledging it.

After waiting about 20 minutes and seeing several others served ahead of me, I approached another staff member to ask about the delay. She responded that they were backed up with drive-thru orders, but the drive-thru didn’t appear busy at all. Eventually, she poured the drink into a cup and handed it to me. She also offered a refund, but I declined, as I believe not everything can be resolved with money.

As a former Starbucks employee myself, I know that drinks should never sit for that long and that each customer deserves timely and respectful service. Had I not spoken up, my drink likely would have continued to be overlooked.

This experience left me feeling disappointed, despite the great service I initially received from Jonathan. I hope you can look into this issue and use it as a training opportunity to improve consistency and...