Starbucks — Restaurant in Janesville

Visited this location about a week ago on my husband‘s birthday. My normal routine is to go purchase a mango dragon fruit refresher made with green tea size Trenta at Starbucks.So my husband decided to take advantage of his birthday reward by ordering a pineapple passionfruit refresher made with lemonade and water size Trenta. Once reached the drive-through window, Carrie was informed that he wanted to use his birthday reward. She scanned his app, then she said, to him that I didn’t see your birthday reward, we explained that today is his birthday and he should have one . She left the window to speak with someone inside of the store. When Carrie returned to the window, she informed my husband that he may not have a birthday reward because he hasn’t used his app in a while. We informed Carrie that He uses his app frequently so that shouldn’t be the issue. After his drink was taken care of she handed my drink to my husband, and it was a Venti. I was trying to explain to Carrie that normally I order a Trenta. Carrie stress to me that I only paid for a Venti and was not charged for a Trenta. (I could see her frustration and her body language as she was talking to my husband and myself. ) So, I once again try to let her know that I was willing to Pay for the extra charge to get the Trenta. She stated to me again (rudely) that I only paid for a Venti and was not charged for Trenta. before we can get that communicated over to Carrie Lydia comes to the window and says to us “I’m not giving away a free drink” at this point, I’m observing the body languages from both of them . I’m not liking what I’m observing or hearing while listening to them talk to my husband concerning us trying to get a “free drink”. So as I was handing the drink over to my husband, holding the straw in my hand, Lydia is adamant that we put that drink back through the window. She says to us we will make you a new one size Trenta. So Carrie goes over to make my drink. I tell my husband to drive off because I do not want to take a drink from her. We did call the store back to inform Lydia, how unprofessional we were treated. She said she misunderstood us and heard somewhere that we were trying to get a free drink. she did apologize but at this point, I was over it. She missed that opportunity at the window. I did state to Lydia that I’ve never experienced this at any Starbucks ever. I informed her that that did not come from inside of our vehicle. She had to hear that inside of the store from Carrie concerning a free drink, because we never once said, we were looking to have a free drink. I did inform Lydia that I would be contacting Starbucks directly concerning my experience. They did comp my whole entire visit once I explained my experience at this location. I also received a call from district manager Tina, who was very apologetic for the behavior that I experienced at this location. Tina offered to make things right she invited us into the store to talk to the manager who was on vacation at the time. My husband and I did have the opportunity to talk with Tina the district manager and Teresa store manager. The conversation was pleasant and it went well. We received complementary drinks and gift card. We here invited back for a better experience. Tina and Teresa expressed that this was unacceptable behavior. They did not want us to feel like we couldn’t come to this particular location due to the experience that we had since, it was convenience for us while we are here in the area.. My husband and I were very appreciative for the time that they spent with us today to make things right. However, After reading the reviews for this particular location, I decided to write one of my own. Also, being a previous business owner of a franchise I feel very it’s very important to give positive or negative feedback in order for...

Absolutely horrible experience! I would give 0 stars if it was an option!

8 baristas & everything was disorganized & absolutely a mess, it was embarrassing & frustrating to watch! Apparently there was no manager there. Lost a lot of money in the 45 minutes we were there waiting for our drinks, several people walked out & those who asked for a refunds caught an attitude from one of the baristas telling the customers that "they will just have to go to the website & request a refund!"

Then when I inquired about a drink I thought was from my order, the blond girl with colors in her hair snapped back with, "We are not going to make drinks out of order, we are going to make them as they come out of the que!" Which clearly was not at all how they were making the drinks. People that ordered way after us were getting their drinks before us, including some friends of one of the baristas who came in 15 minutes after us & got their drinks in 5 minutes. I got my drink, & my boyfriend's drink that I obviously ordered with my drink, wasn't made for another 10 minutes. Tell me again how they were making drinks in order? They were throwing tickets up without putting them in order & the baristas were just grabbing any ticket & making whatever drink was on it.

One guy was waiting for just straight black coffee, he had been waiting since before we got there & ordered our drinks, he still hadn't gotten his coffee 45 minutes later when we finally got ours! And he was only one of the people who left without the drinks they ordered.

I would never ever recommend this Starbucks! You need to get a hold of a system to make things run effectively & get a hold of your baristas' attitudes! There was no excuse, they were definitely not...

Usually, I love going to Starbucks. On this particular occasion I happened to go during a busy time - around 5:30. I happened to go inside for my order this time around because the drive thru line was wrapped around the building (closing off most of the parking lot). When I got inside, people were clogging up the doorways. All their orders had been taken so they were simply waiting for their drinks (understandable). There were probably about 15-20 people waiting (keep in mind all the customers waiting for their drinks in the drive thru as well). And still, just ONE person working on making the drinks. While the second employee was taking orders for the drive thru, the third was simply waiting at the register to take the orders of the customers who ordered inside. Once I ordered my drink (which might I add was a Teavanna shaken iced tea), I had to wait 25 minutes to receive it... this is a drink that should no more than 5 minutes to make. I had been planning on camping out at this Starbucks to do work on my laptop once I got my drink, but by the time I got my beverage I couldn't even find a seat.... Janesville is one of the top 10 biggest cities in Wisconsin - Starbucks should look at making this location friendlier to the large crowds it is bound to attract. Not to mention the baristas didn't even acknowledge that the wait was incredibly long. Very...