Starbucks — Restaurant in O'Fallon

My mother and I visited the 1126 Central Park Drive O’Fallon IL location on Saturday around 1:10-1:15 via Drive Thru.

When we pulled up, there was no one in line to order ahead of us. We were greeted at the drive up box, and asked to order. Before I ordered, I asked if they had what my mother was looking for, as some don’t have it. She wanted an iced peach green tea. The kid said yes, they had it in stock. I proceeded to order a grande iced peach green tea, and a venti iced vanilla latte.

We pulled around to the three cars waiting for their order and patiently waited.

When we got to the window, I paid accordingly and was handed the peach tea, and a grande vanilla latte. I handed it back without attitude (because I know this stuff happens) and said it was supposed to be a venti. The boy that took the order on register 4, also served us. I know this because he had a very distinct speech sound (like a lisp/cleft). He didn’t apologize, he just grabbed it and actually looked like I was bothering him that THEY messed up. While they took it back, my mother tasted her drink, there was no peach.

So he opened the window back up in maybe 45 seconds, which tells me they didn’t properly remake the drink, they just dumped more milk in it that I could see settled at the top, and taste too.

I told him her tea had no peach in it. He grabbed it and didn’t say anything again.

He gave it back through the window and I said thank you to which he didn’t say a single thing, he just turned around with a snarky little attitude like it was our fault that they can’t pay attention. I drove around to leave, and I was so bothered by my now milk with a tiny bit of espresso that I ended up going inside to have it made correctly, again.

I walked in and not a single person out of the 5/6 kids there greeted me, asked me how they could help, not a single thing. The one that took the order just stared at me cluelessly. I said that they gave me the wrong size at first, and I handed it back to be remade and now it’s nothing but milk dumped in and asked if they could remake it. Someone said yes we can remake it. He took the cup back and told the other girl “vanilla latte” and walked off. They remade it and NOT A SINGLE PERSON APOLOGIZED. Mistakes happen, but I wasn’t rude, I wasn’t in the wrong. Why am I being made to feel like I am when I’m paying almost $8 for a crappy latte?

You have uncaring staff, with no accountability or manners. This was by far the worst experience I’ve ever had at Starbucks and I’m not a typical picky person. Hell, I even argued with myself about sending a complaint. Usually I deal with the mistake if someone is incredibly busy, or new, or hey they apologize but actually try. Absolutely NONE of that was the deal today. None. I’m disgusted, and disappointed.

I wish I knew his name, because you guys need to retrain. All I can say is he was younger, with glasses, and a lisp. But everyone needs to learn to say IM SORRY WE MESSED UP YOUR VERY BASIC DRINKS. Thats literally the bare minimum of being in customer service, I’ve been there too. But I guess I was taught different manners and to actually pay attention to customers...

Is it normal Starbucks procedure to pour the beverage into your personal cup outside the drive through window? I've never seen that in all the Starbucks that I visited. May have happened during COVID, just never had it happen to me until now. Keep in mind, I'm an original Starbucks customer when it first started expanding from WA state.

Update Four years ago I gave this Starbucks location 5 stars overall. What a difference now! Overall, I rate this location 3 stars. • Food and beverage order were fine (iced mocha, melon burst, and chocolate crescent)... 4 stars. • Service was below average (drive through). Took 35 minutes from placing to receiving order. Full transparency, this location is historically busy. Mgmt still having trouble finding a system that works or maybe they have customers willing to endure the wait. Ice mocha was prepared wrong. Specifically asked for a regular chocolate iced mocha, was given white chocolate (yuck). Weekend crew seems to move slower than weekday crew. It's potentially the baristas since they have to keep asking me to repeat my clearly straightforward order. I keep it simple... 2 stars. • Comment is from a drive through perspective. This location clearly receives a lot of drive through business. Yet, the online and walk in orders leave more quickly with their orders. Their system of service seems off and needs rethinking. The morning weekday crew is way better than the weekend crew. The lead drive through barista is spot on and she is friendly despite the heavy volume. The lead drive through barista on weekends (hmm) can't seem to take order correctly. You will get asked to repeat your order. He seems to be the one that always gives hot and cold mocha order with white chocolate when I clearly say with regular chocolate mocha. 2 stars. New (2024) rating - 3 stars (being generous).

4-year old comments (see update above): I give the baristas at this location 5 stars. I went to pick up my online order (10 May, 10am) and it was ready on time. In the process of going back to my car, I set one of the beverage items on the top of my car. It was also windy at the time when a gust of wind knocked my java chip frap over to the ground. The barista handing out the orders saw what occurred and offered to remake my java chip at no extra cost. That speaks to the awesome customer service in this challenging time. Again 5 stars to the baristas at this location and reason for given...

So I put a review on a year ago and I'm updating it I've always been a customer here it's always been good service it still is but as a doordasher which I've been doing for several years now picking up at this location is horrible they don't take in consideration that these are orders are already prepaid we stand there as Dashers and get ignored like for example I was just in there it wasn't even there busy moment and I understand they get busy a lot believe me cuz I love me some Starbucks there was five of them behind the counter a few cars in the drive through and no customers inside except for lady on her laptop she already had her order I sat and waited for at least 15 minutes from my order I watched them all behind the counter just chit-chatting socializing laughing and I get all that too because that's life but we still have to do our job there's no reason for doordash orders to take so long and I've noticed the past couple months that's been the case and I'm sure the doordashers are reporting at the door Dash because that's our job because our job is to make sure the customer is satisfied we have a time a pickup time for orders and a delivery time and that's it's no big deal if we don't do it like that and we exceeded or whatever but it's important that we try to make that happen especially for the customer because on their end it's telling us estimated time for them also and the fact that the order is prepaid these orders are paid forSo anybody coming in StarbucksOr any restaurant at that or going through the drive-thru putting the order throughThey have not even paid for their orders so I would like to know why doordash orders Uber orders GrubHub orders all of them why aren't they a priority if nothing else why aren't they as important as the customers who come in delivery drivers we just represent the customer who ordered onlineThat's what we do we're showing up for them they paid the extra money for the convenience of ordering online and having somebody pick it up and bring it to him they deserveTo have quickFriendlyPrecise serviceIf anybody...