Starbucks Reserve — Restaurant in Honolulu

I just got back from picking up a mobile order at this Starbucks, two blocks from where I live, like I have countless times before, and was so disappointed this time that I may not go back. When I got there, my wife's caramel frappuccino and son's warmed choc. croissant were sitting on the counter. My drink wasn't there.

But there were a couple of other people waiting, so I waited. Those people received their drinks and left, then others came in, ordered, got their drinks and left... so I asked the barista about my missing drink. He said something like, "it's next". I waited more.

More people came, ordered, left, while my wife's drink melted and my son's croissant cooled. So when the barista came with another person's mobile order drink, my body language signaled "??", and he said something like, "on the way". Again, I waited.

When it reached the twenty minute point (from when I ordered), I decided to get a refund for my drink (before my wife's drink totally melted). By this point, there were no customers waiting for drinks (other than me), and no one in line to order a drink.

In a calm, respectful voice, I explained to the cashier that I wanted a refund for my drink which never came. She found my order on her screen and said it had only been 4 minutes. I said it had been twenty, and showed her my phone app.

Then I heard every excuse in the book (that it was really busy, that "the system" sometimes slows down mobile orders, that they'd just gotten a "surge" in mobile orders, etc). None of the excuses explained how 2/3 of my order got filled promptly, and 1/3 of my order was "lost". Also missing were the magic words that would have made everything ok for me: "I'm sorry we lost your drink".

When I got home, I made myself my drink (that costs about 45 cents). It was delicious.

ps. (re. their generic cut-and-paste "response from owner" below):

Yes, "forever" is a "long wait" (they totally lost my drink, and still cannot acknowledge that). And it wasn't just that I "experienced a long wait time" (which paints me as an impatient or "entitled" customer). I'm not "that person".

I would never have written this review if either 1) the barista had not misled me -- twice -- into believing that he was working on my drink (that had actually been lost), or 2) the cashier had checked with the barista (there was only one working the espresso machines) to confirm (and acknowledge) that they lost my drink.

If they never recognize personal or systemic shortcomings, they can...

wish there was a way to earn new customers/tourists about the most unfriendliest barista JACK, i came into today for breakfast and i learned from a local that Starbucks does “Thai walls” (condensed milk on the side of the cups) in hawaii so I wanted to come in and try it out and when I asked Jack about it he made me feel stupid and question what I wanted for my drink instead of being helpful. I would ask “I heard from someone here that you guys do Thai walls” and he huffed, and with attitude responded with “every store here does Thai walls 🙄” i was taken aback with his rudeness and instantly felt uncomfortable. Then I asked to order a Iced oat milk latte with brown sugar and the Thai walls and he proceeds with “u want the Thai walls WITH the brown sugar ? that’s a lot of sugar”, i was not expected at all to be questioned about my drink choice lol so I decided to lessen the sweetness of my drink and when I got it i still had to ask more sweetness because it wasn’t to my liking.

As a fellow Starbucks barista myself it was very upsetting to encounter such an unwelcoming and rude partner. It’s also very surprising that Jack is still working here after seeing so many negative reviews over him from the past years. Jack completely ruins the atmosphere and experience of Starbucks, this type of attitude shouldn’t be served to any customer especially in a location highly populated with tourists, where rude behaviour like this could ruin their vacation.

To the store manager of this Starbucks please reconsider keeping this horrible partner or retrain him in proper customer service. He makes customers feel unsafe and disrespected over a cup of coffee...

I recently had a rather unpleasant experience at my local Starbucks store. I ordered my usual drink, but unfortunately, it was not up to their usual standards. The quality and taste of the drink were far from what I have come to expect from Starbucks. I was as I have always been a loyal customer.

Moreover, the service I received was subpar. The barista seemed to be inattentive and disinterested in helping me with my order. The whole encounter left me feeling frustrated and dissatisfied.

As someone who has been a regular customer for years, I hope that Starbucks takes this feedback seriously and works towards improving their overall customer experience. I understand that mistakes can happen, but it is crucial for a company of Starbucks’ caliber to maintain consistency in both the quality of their products and the service they provide.

I genuinely hope that this review helps Starbucks identify areas for improvement and that future customers do not have to go through a similar disappointment. I ordered the same drink every day they ruined my whole day , everyday in the morning I order a pink drink I asked they to make it again I show the guy how to do it he make it worse than the first one I’m not going to drink it I just waited my money , this is not how a pink drink looks like thanks Starbucks for...