Starbucks — Restaurant in Maryland

Edit: downgrading from 5 stars to 3

This location just re-opened after a major renovation/overhaul. I'm not sure what the reasoning behind it was (technology?) but I'm really not a fan.

This morning, I was in at 9am. For all the dozens of times I've been to this location, it was the first time I'd used the restroom. The sink literally looks like it hasn't been wiped down in a week. I would've done it myself but there are no paper towels (and I'm not about to use TP). Then I thought, maybe the sink is actually supposed to be gray and not white? Nope. I was able to draw lines in the dirt.

Biggest frustration initially with the changes: in-restaurant traffic flow. This location has a double door on the main storefront and a single door on the left hand side, around the corner from the front door. The original setup had the pickup counter located just a few feet inside the side door. (Please note that the side door is the closest access to 75% of the parking.) Mobile orders, which are very popular in this store, could walk in the side door, grab their drink, and go. Those who wanted to order at the counter could go in the front double doors, and the registers are right there. Now they're flipped. The registers are just inside the side door, and the pickup counter is in front of the main double doors. So pickups who are used to going in the side door now have to cross diagonally to the other end to get their drinks, while people coming in the front doors to order have to cross the opposite diagonal to get to the counters. Even if an online or app order wanted to come in the front doors before, they didn't have to cross through a line of people, you could just walk in and go left instead of going straight up to order.

The reno took out more than half of the in-restaurant seating. Prior to the redo, there was a small table to your right just inside the front door, a high bar that ran along the inside of the storefront, and multiple tables. Now there are just a few low chairs and tables.

There's a big display screen showing which orders are being worked on, which are ready, which are still in queue. I understand that this is probably a good thing for several reasons. However, the bright white screen combined with the brighter lighting really makes this feel like a fast food, get-them-in—get-them-out kind of place. It's lost all resemblance to a coffee shop.

I will still probably stop by here once in a while to get coffee. Probably a few times in the summer when I'm off work. But there's another Starbucks close to where I work where the employees actually greet you and smile at you when you come in, whether you're there to order in store or just pick up, and it still feels like a Starbucks used to be. So I think that location is going to become my default, even though it adds five minutes to my commute instead of the 30-seconds to stop here.

I'm really disappointed. I used to love coming in here and lived the people. But no one is really friendly anymore either or if they are it's insincere (I mean, c'mon, you can tell when someone is really smiling at...

This Starbucks may not greet you with the enthusiastic "Hi there!" you get at other locations, but to be fair, the staff is constantly moving — cranking out a high volume of drinks and food. Despite the fast pace, they get my drink right about 9 times out of 10, which I appreciate. I’ve noticed that the drinks here tend to taste a bit different than at other locations — not necessarily bad, just not quite as good. That said, they’re far more consistent when it comes to things like cold foam, which a lot of other spots forget to include even though it’s an extra charge. So kudos to this team for their accuracy.

Where this location falls short is the layout. The pickup area gets very congested, and unfortunately, some of that is just due to customers crowding without much awareness. A little reconfiguration could help — maybe reworking the register line to run parallel to the register along the merch area so people can wait behind the glass instead of blocking the counter. Turning the corner of the counter into a designated pickup zone could help too, though I get that the space is limited and not easy to remodel.

If you're reading this and thinking, “Okay, buddy, we’re not about to redesign the store,” I get it. That’s why I’m still giving this place 4 stars — the service is solid, and the drinks are reliably made.

One last thing: Sunday hours can be inconsistent. The store is supposed to stay open into the evening, but we’ve shown up more than once in the late afternoon only to find it closed. It’d be great if the actual closing time was posted clearly — that way, my fiancée and I don’t get our hopes up for a late-day...

This is my first time passing by this Starbucks and it is nothing like the Starbucks in Columbia where I live. Upon entering the store there was no physical greeting or saying “Hello”, can I help you? Customer service is very important, but in this place it is very poor, I am standing there, I have no idea where to place a damn order, the people behind the counter chat and have nice conversations with each other, come on, there are customers waiting in the row. As a new customer, I have no idea where I should place an order. I hope someone behind the counter says to me: Can I help you? I had to decide where I should place the order. I don't have time to wait until someone feels like asking what I want? The most disappointing part was when I approached a dark skinned woman at the counter and politely asked her if that was where I should order and she responded with a very unpleasant attitude saying yes, yes. I can't even help you? It's very disappointing, I sincerely doubt anyone will take responsibility for this incident. One thing I know for sure: this is the first and last time I come to this Starbucks. Columbia Starbucks has the best customer service and that motivates me to tip them on every purchase I make, you feel welcome at all times. And believe me, I have worked in customer service and know the importance of treating others with kindness and respect regardless of color, race or gender. But this girl really made my day dark by adopting her stupid attitude towards me. The employees at this Starbucks should focus more on the customer and not on having personal conversations. Terrible terrible terrible...