Starbucks — Restaurant in Gaithersburg

On the morning of the 2025 Holiday Merchandise release, I woke up at 2:30 AM to be first in line at the Kentlands Gaithersburg, Maryland Starbucks (on November 6, 2025, at 3:30 AM). I waited outside in the freezing cold for 45 minutes, along with several other customers who were equally excited for the launch. Despite clearly seeing us all waiting outside, the employees did not inform us until the store officially opened that they had no Bearista cups.

When the door was finally opened, a white female employee with a ponytail came out and was extremely rude and aggressive. Before she even stepped outside, we could hear her complaining loudly about our presence. She then slammed open the door, blowing past us to take a box to the dumpster and said harshly, “We don’t have any Bear cups. We never got any. Why don’t you go to another Starbucks? There’s like 17 other Starbucks around here.” Her tone and body language were hostile and dismissive which was an incredibly unprofessional way to speak to customers who had been waiting patiently in the cold.

There was absolutely no reason for such aggression, and it was shocking to witness that level of rudeness from someone representing your brand. If she hates her work and the customers that much, she should find another job or seek anger management. She was an AWFUL representation of your brand.

This entire situation from the lack of availability, to the misleading communication, to the unprofessional and hostile employee behavior demonstrates a complete failure of management, accountability, and basic...

I’ve been a loyal customer at this neighborhood Starbucks for many years, and the staff has always provided stellar customer service. However, today’s experience was quite disappointing.

I placed a mobile order for pickup, and when I arrived, my drink was extremely hot. I attempted to grab a cup sleeve from the pickup counter, but they were packed too tightly to pull out. A barista was standing right in front of me behind the coffee machine, so I politely informed her that I couldn’t get a sleeve. Instead of handing me one from the stack on top of the expresso machine directly in front of her, she told me to walk across the room to the coffee station to get one myself. I have leg injuries that make walking difficult, so I tried to take a sleeve from the stack on top of the expresso machine which was also right in front of me.

To my surprise, she scolded me and said those sleeves were for baristas only, then begrudgingly handed me one. This was completely unnecessary. Cup sleeves exist to prevent customers from burning their hands, not for barista convenience. The dismissive attitude and scolding were unacceptable and not the level of service I expect from Starbucks.

I hope management addresses this, as this location has always been a...

I come to this Starbucks all the time but today was very disappointing visit. I ordered a Venti Mocha Frap with extra Caramel Drizzle per usual and always requested to have it split it into two separate cups. A simple task if you ask me and never had a problem with it at any other Starbucks. So the baristas told me that they weren’t able to do so and that they would just give me a cup to pour myself. That sounds crazy, especially when you’re paying a premium price for coffee and the experience. Then they proceeded to tell me that it’s against their policy. Um excuse me, where is the sign that states that it is and please show me it in your handbook. I have friends that work at Starbucks as well and never once heard of this policy. I’m 100% sure that they’re just too lazy to do such a simple task or maybe even profiling. Not to mention that the coffee that was made was horrible. Sad to say but I will no longer come back to this location, they have forever lost my business. I recommend if you’re going to Starbucks, go to any other location but here. Do yourself a favor and run from this place. Worst Starbucks experience ever! Get it together Kentlands Starbucks, employees need better training. Definitely need to do some firing...