Starbucks — Restaurant in Lexington

Update: Sunday, Sept. 8, 2024, about 11:45 a.m., 3 cars in line, 1 person waiting inside. I counted 5 employees: placed online order for drink and sandwich, pickup inside. Drink ready when promised. Waited for sandwich. Finally, about 10 minutes later, I was able to get the attention of an employee and asked about the sandwich. "Oh, did you order a sandwich?" Grrr. The drink ticket clearly stated ''Items in order: 2." They checked their little printer and realized nobody had noticed the sandwich ticket. sigh There's no accountability. Nobody verifies that ticket orders are pulled or checked or made. As it was, the sandwich was made about 15 minutes after the drink. There were no apologies. If this were an isolated service incident, no problem. But it's the norm. Update: Sunday morning, July 9, 7:30: placed order online at 7:29 for cheese danish only. When I arrived, there were only 4-5 cars in line, 3-4 people waiting inside for orders. My silly little cheese danish wasn't ready until 8:10. Seriously???

Old post: Just don't go, at least not in the morning. I placed an online order at 7:36 a.m. The app said it would be ready at 7:45. I arrived at 7:40, went inside, sandwich was ready, the drink was still #17 in line. I said my sandwich would be cold. They told me there was nothing they could do, they couldn't cancel or refund, and I would need to call customer service. The drive thru was wrapped around the building. About 25 people standing inside. They've removed all seating. This is about as un-customary friendly of an environment as you can find. I told them to give my sandwich to someone else and left. Just....awful. I know the employees were busy, but this ordering...

I’m writing to share my recent experience at your [store/location], which was unfortunately very disappointing. I frequent this location regularly for work, and I’ve usually appreciated the service. However, during my recent visit, I asked politely for my drink to be remade because it was incorrect. Despite my effort to be courteous and respectful, the response I received from the staff—and even the manager—was dismissive, unprofessional, and frankly, rude.

The drink was still remade incorrectly, with ingredients missing, and I was met with smirks and poor attitude throughout the interaction. I understand mistakes happen, and I always strive to treat service workers with the kindness and respect they deserve. But this time, I felt disregarded and embarrassed.

In the past, I’ve noticed inconsistency in the quality of drinks, but this was the first time I felt genuinely disrespected. I hope this feedback can be used constructively to improve the customer experience going forward.

Thank you for taking the time to read this. I’m happy to discuss...

This place took their sweet time in getting my mobile order ready. Even though I placed an advanced order 15 minutes prior to arrival time via mobile app, I wasted 20 minutes for them to get my order completed. I ordered my Carmel macchiato, extra, extra hot at 180 degrees Fahrenheit, no Foam, extra Carmel drizzle and nonfat milk. I also ordered the pumpkin muffin and paid for all these items via app. Well, upon my arrival, they didn’t have my pumpkin muffin out, and when I inquired about this, they mentioned they were sold out. Typically, when an item is sold out, it won’t even give you the option to add it to your cart on the mobile app. Not sure how they missed that. I waited 15 minutes for the manager to give me my refund and receipt so I could expense the purchase. This lead me to be late to my meeting that I was leading as well, even though I gave myself plenty of time to arrive to the office and set up. Clearly the employees didn’t sense my urgency of being in a rush, even though I communicated this to them. Such a disgrace of their...