Starbucks — Restaurant in Murfreesboro

I left a review for this location 6 years ago. Unfortunately, it is time to update. This review is for the location specifically, not for Starbucks as a company.

Our experience has recently started to decline at this location, and today, I learned why. The new store manager, Emily, seems more focused on nickel-and-diming customers for every inch of customization, rather than upholding Starbucks’ true mission of fostering positive connections.

I’ve been ordering a customized drink here for years—4 shots of espresso shaken with 2 pumps of white mocha, paying the increased price despite not receiving the full pump amount. I’ve never had an issue with this arrangement, even as prices have gone up. Customization has always been a personally valued part of the Starbucks experience.

But today, the drive-thru barista entered the order differently, charging me an extra dollar for an Iced Shaken Espresso, which includes milk and syrup I don’t get. When my husband questioned this change, the barista explained that I’d now be charged for the “shaken” part, because of the additional labor involved. She said this started today and that the manager could explain further at the window.

When we got to the window, the manager introduced herself to long-time customers by informing us that from now on, shaking my drink would result in an additional charge to support the extra labor of shaking. As a former Starbucks employee with over seven years of experience including management, I was honestly shocked by this. I value customization and I’m happy to pay for it, but this felt like a step backward in terms of customer experience.

Rather than offering to make the drink as usual today, the manager suggested I contact corporate for clarification. I did, and was reassured that there should be no additional charge for having my drink shaken.

What’s especially disappointing is that this isn’t just about an extra dollar—it’s about the culture Starbucks has long prided itself on. Where has it gone? My husband and I have spent thousands of dollars here over the years, and it’s disheartening to feel like we are just another transaction. The store manager does not even know our name and we visit this location 3 days per week on average. But she does know that she wants to charge me more.

If there is one thing I would like to leave with you, Store Manager, it is what I use to tell my team everyday : “You will change the day of every customer who walks through your door or drives through your drive-thru. It’s up to you and your team how you change it.”

On a positive note, we decided to drive to a nearby location. The barista (who happened to be covering from the Fortress location) recognized us, greeted us by name, and took our order right away - the way it has always been. No up charge for shaking my drink. What a refreshing experience after the frustration at Fortress.

I sincerely hope this feedback helps improve the experience for future customers at Fortress.

No need to reply with the link to customer service - you can find my case...

This has by far been the worst Starbucks I've ever encountered, the employees are extremely rude. About a week ago, I pulled up to the drive thru and there was a sign stating" Out of all refreshers" okay that's cool, but I was unsure how recent it was, So, I asked if they're still out of the refreshers and the lady rudely says "that's what the signs says." Okay clearly I can read, but it was a mere yes or no answer. Yesterday, 5/1/22, around 4pm, I ordered a venti mango dragon fruit refresher, they ask if I want a lemonade or water base, if not, they usually make it with the lemonade base. Just at the light, I took a sip and it was literal water. So, I decided to go back after i picked up my order from a restaurant across the street. Keep in mind the drink is still full, it was more convenient to stop by after. I was in the drive thru and informed them I was there about 15 min ago. I asked if the drink was made with water, he does a little smart laugh and says "I don't know" that's fine that he didn't know since he wasn't the one who made the drink. He then asked me what the sticker says and I told him it just says MDFR. The he told me it was made with water, so I asked if I can get one with lemonade. He gives me the total, I assumed they were going exchange it out. I tried giving him back the drink, apparently he can't take it because of "covid." in the rudest way possible he says that he can't do anything and I have to pay for it, and laughs and says it's already been 15 minutes. I'm not upset I did not get the drink remade, but the way he handled it...

My hats off to am employee Who went over to a guy who is sitting literally all morning and all day alone at a table on his computer without purchasing one drink. She went over and said you can’t sit here all day without a purchase and the guy was actually like complaining how rude and this is not fair and that he bought a drink on another day. This is the problem there’s so many people that just sit there all day they think this is their home it’s pretty sad why don’t you go to your own home you don’t look homeless so why are you sitting there. These people think this is their office they go on their phones and you can hear every word they say because they speak so loudly I mean it’s just almost unbelievable on how horrible people are and their behavior and their rudeness and their lack of common decency is completely out of control. People need to get a better life and they need to stop abusing Starbucks. Starbucks should give you a code on your receipt that allows the Internet to work for 30 minutes and then it shuts it off. People who actually want to sit at a table and have something to drink many times can’t get a table because of these vagrants to just sit and abuse the system. My hats off to Starbucks telling these...