Starbucks — Restaurant in Irving

I ordered through the app and when I got there they said one of the items was unavailable and that they could substitute it for something else. I ordered an item of lesser cost and when asked for the difference they said I'm choosing to substitute, which means though I put in the order for say a $5 food item and since now I'm getting a $2 item I'm choosing to still pay $5 and get that $2 item as a substitute. When I said I wanted the refund through the app, they said they can't do it and that I had to stand in line to get that. Anyone in a hurry would understand that this is not okay. This is why I had ordered ahead to pick it up. On top of this they missed one food item and when asked about it the barista said she'll look into it and went on to making other orders. When checked again with the barista at the counter, she asks the other barista and she just shrugs her shoulders and says "Yeah he says it was in the order but I don't see it. Maybe someone took it." and continues to make other orders. They then heated up the food item and finally gave it to me. And also gave me a $4 gift card. But the overall attitude was one of 'I don't know. If you want wait for it and we'll get to it only when we can'.

My question is how come the store didn't let me know ahead of time that the food item wasn't available considering they got the order beforehand? Why can't they refund the difference through the app? Why were they nonchalant about the whole thing? What was supposed to be a minute in and out with my order was close to 20 minutes....

Terrible!!! Felt really dissapointed and almost in tears of embarrasment. I was "helped" by Catherine, i believe, blonde long hair young girl. I only had a $100 bill, my wallet was stolen that weekend and that's all my husband had that Monday morning. Not like i was going to sit there and explain. I ordered 3 Grande frappes. Not only was she not welcoming, not friendly, she rolled her eyes and turned me away when she saw my bill, I thought seriously, it's passed 8am and no change.... I just said okay... but the guy behind me must have felt so bad he was like I have change. When she saw I wasn't moving, she turned around and yelled out someone's name in the back and said this lady only has a $100 bill, she doesn't have change!!! The man behind me tried telling her twice that he had change but she was too busy not wanting to help me and would not pay attention to us. Until I waived the $20 bill in her face. Been passing by that starbucks for over 3 years and finally for the first time I decided to stop by!! I usually drive a little past my job to the Starbucks 6 minutes down the street from this location inside Tom Thumb, also on Macarthur, because the lady there is just so welcoming and lovely!!! I will never return. I observed her while I waited for my coffee and she is so unfriendly with everyone, and no...

I been going to this starbucks almost for 10 years because I love this place but I had worst experience ever today.

I usually get iced americano and get a refill with iced tea since there is no refill for iced americano. I started doing this because one of the staffs from this starbucks told me that I can do it like that since I have starbucks gold card and I been doing it almost for 2 yrs.

Today I asked one of the staffs that if I can get a refill, and she said she doesn't know how to do it. So I explained to her how I usually got refill for that. But the other staff who was standing next to her told me in very rude way that they can't do it like that. So I told her I been doing it for long time but she looked at me like I'm lying and told me "if you want to get iced tea for refill, you have to get iced tea in the first place. you can do it this time but we won't do it for you next time" and walked away.

I would understood if getting refill like that is against the starbucks' rule and the staff explained to me nicely. I won't get mad about no refill for me and I don't want refill if the staff gets in trouble for that. But the way she talked to me like that made me so upset. She needs to know how to talk to customers and fix...