Starbucks — Restaurant in Johns Creek

Massive customer service failure: I ordered a "Barbie Frappuccino" for my 7 year old step daughter who was excited to no end that Starbucks made a drink after her favorite character. Not a big deal that the drink isn't a regular menu item, I can understand that, and the barista was kind enough to read the directions on its ingredients from my phone, but it was decidedly unpleasant when the manager who had been watching videos on her phone and drinking a free drink in the eating area (who was no where to be found when the staff had questions about the single drink order) waited until me, a marked ESA dog wearing a vest that said "service animal" and a 7 year old girl had paid $9 for the sugary drink and were waiting while the whipped cram was being sprayed to tell us we had to leave and wait outside in 100 degree heat for our single drink order instead of in the EMPTY restaurant because "no dogs, not even service animals". I would understand if we were trying to dine in, or even if we had a large order that was taking longer than a few minutes, but that simply wasn't the case. We were in and out in less than 3 minutes. I get that Starbucks is built on the almighty dollar and not caring about a customer, but this was simply being difficult for the sake of expressing authority for no reason at all. This Starbucks is incredibly convenient due to it's proximity to a dog park directly across the street where I regularly go to train service animals, but I won't be frequenting it ever again. There's likely a Dunkin up the street with employees who care about repeat business instead of watching YouTube videos and drinking free product. Nice service...

I'll start with a question, what is considered an acceptable wait time for a drink made by the barista? Less than 5,10,15 minutes? On a Sunday at 11am there is no denying the store is busy and you can already see people waiting to receive their drinks, so anyone thinking less than 5 is unrealistic. That said, my limit yesterday was 14 minutes, after which I went back to the counter and asked for a refund which was promptly processed. The real underlying issue here is "managing customer expectations." The clerks at the counter kept taking more and more orders but never once communicating that my drink order could take 10,15, or 20 minutes. With the proliferation of online ordering, there is no way for the customer to really know how busy the store is. If the clerk had given me an estimate of the wait time (manage my expectation), then I would of been empowered to make an alternative selection and not be frustrated waiting 14 minutes...

We were greeted and everything was going well until our order was ready. I asked for an iced caramel latte and the barista who took our order gave me a hot one. When I told her I asked for it iced she said, in a sarcastic way, “Well that’s easy to make!” I didn’t pay no mind as we stood in front of the her while she was making it. She proceeded with my correct order and when she was done she basically threw it on the counter and mumbled something. I’m literally standing in front of her!!! Why slam the drink on the counter? What kind of service is that?!? Of all my years as a Starbucks customer I’ve never experienced anything like that! The least she could’ve done is hand it to me. And because I didn’t hear what she said I wasn’t even sure if it was mine till my colleague asked her if that was it. So disappointing and she was just flat out rude. Starbucks have an image to upkeep and that is not the...