Starbucks — Restaurant in Maryland

If I could give negative stars I would!

This morning, 11/6/2020, I ordered 2 drinks, a kids CAS and Venti CAS, through your app. I arrived at the Starbucks store where there was a line around the building for the drive threw but only 5 people waiting for their orders inside. Thinking I would be in and out more quickly if I went inside, I parked my car, unloaded my 2 year old, and went inside. After waiting for 15 minutes and having multiple other customers come in and leave with their drinks while I still stood their wait, I approached the cashier to ask if I could get an idea of how much longer or how many people's drinks were ahead of mine. She rudely pointed out that they were busy and I would just have to wait my turn, so I stepped back over to the pick up area to wait. After another 20 minutes go by I again approach the cashier and ask could she check on my drinks as they have still not been made. She again stated with an attitude that they were busy and I needed to wait. At this point it had been 35 minutes since I walked into the Starbucks, so I asked if I could be refunded or talk to a manager. She told me no and asked what my name was, I told her and walked back over to again wait. After another 10 minutes, I am ready to leave but decide to try 1 more time with the cashier. This time after stating I need to wait my turn she asks for my order and writes them on cups. It then still takes another 10 minutes before my drinks come up in the pickup window. When I finally receive my drinks, they are luke warm at best and room temperature at worse.

During this time, an hour, waiting, I watch other customers come in order food and drink, received their order, and then sit down and consumed it. I had 3 other customers ask if I was still waiting for my order and agree that my wait was ridiculous. To put my wait time into perspective, I could have go to a restaurant, ordered food and consumed it in the time it took to get 2 luke warm apple juices. The customer service and product received and the wait time was completely unacceptable. As someone who frequents Starbucks, I can tell you that I have never had a good experience but this one was by...

I’ve been to this location a lot and while I was there last week, I ordered my usual wrap and drink combo. I got to the window, paid(blindly took the cash back assuming my change was right), and then the man tries to hand me a drink that I didn’t order along with a second drink so I knew the order was mistaken. I explain what I ordered and handed him the change he had given me back since it was clearly the wrong change. He goes back and forth with his manager over what bill I gave them. I gave a 20 bill. And then he asks me what I ordered(veggie wrap and a venti frap), rushingly gives me my stuff without a receipt. Late for work at this point and without the time to really worry about breakfast anymore, I leave with a grande frap, no receipt and change that looks about right. So in the end, I don’t know what I paid for what I ended up getting and they were so in a rush to send me on my way- made me feel like I was an annoyance for wanting what I ordered and paid for. Flash forward two days later, my boss treats our office to coffee and I go pick them up as soon as my boss orders them. I get there and the staff looks so perturbed that I walked in, the fraps were already melted halfway and a latte was missing. I explained the missing latte and pulled up a screenshot of the order just in case they needed proof and the girl acted like I was such an inconvenience for again, trying to get what was ordered and paid for. Two different occasions and circumstances and I’m sad to say that I don’t feel welcome at my local Starbucks. Nor do I feel like I can speak up for myself without judging or rolling eyes. Working in customer service myself, this is not a feeling you want customers...

First, we love the atmosphere of this Starbucks location. Parking can be tight during busy hours but that's not a big issue. The store is clean, the lounge seating is inviting and comfortable enough to sit for awhile.

The two biggest issues at this particular location: the staff and wait time. There are two fantastic team members, a young woman with short black (maybe dark blue?) hair and another young woman with black hair with bangs and glasses - they are always upbeat and friendly. Today, a young woman named Mollie took our order and seemed as if our presence bothered her, which was upsetting since we frequent this location often. Mollie, in addition to seeming annoyed, spoke so softly that we had a hard time hearing her over the music and atmosphere. When we asked if she could repeat what she said it seemed to bother her more. Additionally, the frappuccino I ordered today was not a creamy iced drink as usual but instead a chunky mashed ice (see photo). I drank half and threw the rest out. Hopefully this was just an off day for whoever made it today.

Today's negative staff experience aside, one thing we always notice at this location compared to others is the very long wait time. A large iced drink and medium frappuccino, our usual order (with no fancy/crazy requests) takes 12-16 minutes on average. It doesn't matter if other guests are in the store or not, the wait time is always long. We never are in a hurry so it's not a major inconvenience but if you plan to stop here before work please be prepared to wait.

We like the seating and drinks are usually very good, but staff friendliness and prompt drinks would be recommended for...