Starbucks — Restaurant in Los Angeles

This is a location I normally like, certainly far more than many other Starbucks locations in the area. But today, they missed the grade entirely.

First, my breakfast wrap was cold inside. no, not cold. Ice cold. Frozen. A quick, quiet request to the shift supervisor that they be more careful in the future was answered with a snippy "I warmed it for the set time." I hadn't asked for a replacement wrap. I simply wanted to spare anyone else the same experience... not to mention the possibility of food poisoning if the wrong type of item was served half-warmed. Instead I was rewarded with indifferent, snippy attitude for my efforts. A perfect example of poor customer service.

Frustrated, I started choking down the rest of my sandwich so I could head off to the office. A different employee (I suspect she was the actual manager of the store) clearly overheard the exchange and, seeing my visible displeasure, came over and offered me a replacement sandwich and an explanation of what had happened. Apparently these wraps normally come in already thawed and this morning's batch arrived frozen. The first employee (again, the one identified as the shift supervisor) should have caught that and adjusted for it. The apparent manager apologized, offered me a replacement wrap, made things right, and then gave me a free drink card on top of that. Proper response. Good customer service

So... problems solved, right? Wrong. Why waiting on the replacement, I overheard another customer asking where his overdue drink was. After a long pause, he was told -- no, lectured -- by the barista that he should say "I'm sorry" before asking for his missing beverage. Excuse me? You forgot to make his drink. He was standing there waiting as other customers came, ordered, got their drinks and left. And you felt it necessary and appropriate to tell him that he should apologize to you? For forgetting about his order? Wrong. Very wrong. Even more so than my bungled order. I was offended simply witnessing it. I can only imagine how he felt. And I didn't see them offering him any apology card. But then, I'm Caucasian. He wasn't. And in today's environment, that seems sadly acceptable.

Other customers were greeted with smiles and warm welcomes. Even I was. They simply weren't on the ball to remedy my problem until a manager intervened. (And again, I had not asked that they do so - simply that they were more careful in the future.). But this other gentleman was treated with blatant disrespect. And I heard a couple of customers after him receive apologies for mistakes on their drink orders after he left. But he was expected to apologize to the barista.

I know that Howard Schultz will never see this. But I certainly hope the Starbucks district manager reads this and decides to do something about it. A little retraining on the "Starbucks Experience" is in order at this location (except for that one manager, Rhianna). I'd sure like to be able to upgrade their rating back to a 4 or better...

First, I like this place for good parking & seating outside. Second, customer service is good - but, it could have been excellent, as most Starbucks customer service is.

So, I was overcharged & noticed while sitting outside. It was fixed w/o further issue which I'm glad, but it was a little awkward.

My problem is that I didn't get a perk for the error and the rest. Every single time an error occurs where I have to come back into a store or when I need to call in due to card or app issues...I get a perk. So, this ticked me off - ESPECIALLY since I couldn't order from my app for pickup at this location as all the cold drinks were listed as "out of stock". So, I'm being polite enough to inform them they are probably losing business and what the problem is. People use the apps not only to order ahead but also to check supply at any location near them.

So, I should have received a perk for all this hassle of being overcharged & the lack of app convenience...why? Because this was my 1st experience with this place. I have no other memory that will balance out this Not-So-Good 1st impression and now I will think twice before going to it again. Had a perk been given, my 1st impression would have been very different, and I would not be writing this review but a much happier one. I would have felt appreciated as both a concerned customer and a valued one.

As always, I will give them a "2nd shot" because we all deserve that. If all goes well, I'll add another "⭐"....

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