Starbucks — Restaurant in Laguna Niguel

Today, I visited Starbucks and, unfortunately, experienced very poor customer service. I ordered a matcha latte and emphasized multiple times that I did not want it sweet or with sugar. The employee, whose name was Rachel, acknowledged my request. However, it took 15 minutes for my order to be prepared, which was unusually long.

When I finally received my drink and tasted it, I was surprised to find that it was very sweet. I had specifically asked for it with coconut milk and no added sweetness. When I brought this to Rachel’s attention, he informed me that the coconut milk contained sweetener, which I found frustrating because I had clearly stated I wanted a sugar-free drink.

The employee’s attitude was dismissive and rude. When I expressed my dissatisfaction, he said, “What can I do for you? I cannot do anything; you can talk to my manager,” which left me feeling unheard and upset.

This was a very disappointing experience, and I hope Starbucks takes steps to improve their customer service and ensure clearer communication about their products.

Let me know if you’d like me to adjust...

I came during quarantine for some drinks, wore a mask and everything. When I got there their sign says to use the mobile app to order so I opened the door and asked the server if I had to use the app to order since I’m already literally standing right there and she said yes. So, I went outside and spent 10 minutes waiting for the app to download, entering in my credit card info, and going through the hassle of searching and entering what I wanted. As this is going on, a man walks right in, orders some coffee in person, and walks out in about 3 minutes total. And now another lady walks in and orders in person as I’m typing this right now, still waiting outside in the heat with my mask on. More consistency on whether or not customers MUST use the online mobile app or not would be appreciated. What could have been a 5 minute trip to Starbucks...

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