Starbucks — Restaurant in Maryland

An abhorrent experience On July 4th, 2024, at approximately 5:00 AM, I visited the Starbucks located within the airport. Despite the airport not being particularly busy, the line at this Starbucks location was extensive. To expedite the process, I downloaded the Starbucks app.

Incident During my visit, I made two separate requests for my food order from two employees: a blonde male and a black-haired male. Both employees assured me that my order was forthcoming. After waiting for 22 minutes, I inquired about my order once again. At this time, the blonde male, after conversing and giggling with his colleague, informed me that the item was unavailable. He then unprofessionally argued with me, suggesting that it was my responsibility to inform them of the order, despite my two prior notifications. No alternative food or refund was offered, and i subsequently walked away as the barista stood his ground.

Actions Taken In response to this incident, I immediately wrote a detailed email to airport management. Additionally, I contacted Starbucks customer service and submitted complaints through three different channels. I also contacted the State Attorney's office due to the inadequate response received from Starbucks customer service. During my call with Starbucks customer service, the agent informed me that I would need to return to Baltimore to obtain a paper receipt to receive a refund in the form of a credit, which I found to be an unreasonable policy.

Resolution Attempts Upon requesting a supervisor, I was initially offered a credit, which I declined. Eventually, I received a refund, excluding the cost of my coffee. I further informed the supervisor that a review of the CCTV footage would clearly show the employee's inappropriate conduct. It is concerning that this Starbucks location, situated within an airport, operates without managerial oversight during busy hours. It was during this time I was informed the last agent was unable to locate my account, and rather than informing me, she constructed her own solution involving me getting on a plane for a two hour, $400 flight, for a $11 refund.

Conclusion This incident highlights significant deficiencies in customer service and operational management at this Starbucks location. The lack of immediate resolution, unprofessional conduct of employees, and the unreasonable refund policy are unacceptable and warrant immediate attention and...

My husband and I have a long layover. I ordered here at the start, two drinks and two croissants, one ham and cheese, one chocolate. I got the drinks, kept waiting, and then asked, after 7-8 more orders went by, where my food was. The barista turned back and asked "Is anybody on food?" The answer was no. They put the croissants in the warmer right then. Second go, I ordered another drink and another croissant and hour and a half later. I get my drink, stand and wait, and have to ask again where the food is. ....Someone had just left my food on top of one of their drinks making machines. Why? Who knows. But I didn't even get a 'sorry about that ma'am,' she just grabbed it and tossed it on the counter before she turned and left. (And as a bonus: this hot chocolate I'm drinking right now is...

Customer service at the Starbucks by the security check at terminal c/d was HORRIBLE!!! My daughter was the only person in line and the cashier treated her like garbage, as if she was holding up a line. The cashier didn’t ring up my daughter’s 4th drink order and after waiting for an additional 10 minutes for the drink, we asked if it was missed. The manager on duty had a major attitude as if we were trying to rip Starbucks off, neglecting to realize that it was her employee who failed to ring up properly. They cashier and the manager were rude, snarky, and had horrible customer service! The barista who was making the drinks was actually delightful and kind, though. Someone needs to do better at hiring....