Starbucks — Restaurant in Grapevine

Not a happy place. I walked around the corner and entered the que, and the first thing that struck me was none of the 6 or so employees were smiling. The employees taking orders, too; no smiles!! The atmosphere was "this is not a happy place". The main lady at the register has no customer service skills. An older lady before me of limited means ordered a coffee. She fumbled around with the payment. My mother is older, so I'm patient. The lady taking her order asked if "she wanted room"... Like room in her coffee to add milk or something. The older lady didn't immediately respond, so the lady asked again. It seemed obvious to me the older lady wasn't a frequent Starbucks patron and didn't understand what the cashier meant. Unfortunately, the cashier didn't have the same impression and didn't stray from her "script" to accommodate the older lady. The older lady asked for something, and the main lady, who was helping another customer on the other register turned to the older lady and said "we just opened and don't have any" (seemed like change?). Her tone wasn't friendly... Just "matter of fact". A "matter of fact" attitude delivers a very poor customer experience. I have a flight to catch, so I cannot relay the very poor customer experience I had with the main lady! My drink order was incorrect. I don't know if the main cashier who I had an unpleasant exchange with made an honest mistake or was paying me back for not allowing her to mistreat me, a paying customer. The Barista, much older than the rest of the employees, was the only friendly one. She wore a mask, but, from the sound of her voice, I could tell she was wearing a smile. Whoever manages this store needs to find another job! With one exception to the early morning crew, they are not hiring customer-friendly people. They are also failing to coach / train the crew to deliver positive customer experiences with every encounter. I was there at 5:40 Sunday morning. From a customer experience perspective, the time is irrelevant. I used to regularly visit a Starbucks at 5:15 am, and that TEAM was friendly and engaging. DFW is in the South, but this Starbucks has no "Southern...

I ordered 4 items through the mobile app. First of all, I ordered an iced blonde vanilla latte. This is a drink I order very often from different Starbucks locations and this is the first time this drink doesn't "taste like itself". It's...nowhere near what I've been drinking for months. Not off to a good start. Secondly, I ordered a "Bacon, Sausage, & Egg Wrap" that costs $7.15. When I received my sandwich and sat down, I saw that I got a "Sausage, cheddar, and Egg" sandwich that costs $5.19. I went back despite them being busy, and showed them the mistake. The first coworker acknowledged it but the second one yelled from the back "we ran out so I just placed that sandwich in". After that I was just left there for 30 seconds as if I was supposed to just accept that, the first coworker asked "is that okay?" ...and me, who isn't very good with confrontation said "yes". And I know I should've said no. Given the circumstances I understand that they were busy. But I left anyway because I felt embarrassed with everyone who witnessed that. I was about to just say "it is what it is" until I realized that I spent EXTRA just to get a sandwich that costs LESS than my original order. Basically, I gave Starbucks FREE MONEY. Now I'm SURE those workers know their menu. My question is, how in the world did they think that giving me that sandwich as a replacement was okay???? Like??? Do the math. Compare and contrast. Spot the differences. It takes less than 10 seconds for a person to realize the differences in price and quantity between the sandwiches....so. here's my nonconfrontational review and the best I can do to stand up...

I had a very disappointing experience at this Starbucks location. I ordered a grande drink and specifically asked for no ice — not as a personal preference, but for health reasons, since ice machines aren’t always clean and can harbor mold and bacteria.

Instead of simply honoring the request, the barista handed me a cup that was barely half full. When I asked for the rest of the drink to be topped off — since I paid for a grande, not a tall — I was told that this was “standard” and that the ice usually fills it to the top. But if I’m not getting ice, I should be receiving the full amount of the beverage I paid for.

I asked for the rest to be added, and the manager on duty actually tried to charge me extra to fill up the rest of the cup — even though I had already paid for a full drink. When I declined to pay again, he flat-out said there was nothing he could do, refusing to provide the full drink I ordered.

To make matters worse, as I was walking away, he loudly and sarcastically yelled, “Have a great day!” in front of everyone — clearly trying to make a point and embarrass me. He then continued talking trash as he walked back outside to sit at a table, where he had been chatting and laughing earlier instead of helping his overwhelmed team inside. That’s not management — that’s someone avoiding responsibility and escalating a situation that could’ve been easily resolved with basic professionalism.

If Starbucks expects customers to pay premium prices, the least they can offer is respectful service and the product as advertised. This experience was not only frustrating — it was flat-out...