Starbucks — Restaurant in Ontario

I placed a mobile order online for a 7:27 pm pick-up on a Monday night. Arrive at 7:27 on the dot to a locked lobby with a sign that says, "Lobby closes at 7:30". I knock and try the door, no luck in getting anyone to make eye contact. I speak to the woman in the drive-through window from the parking lot, who tells me I must wait in the almost 20ish car-deep drive-through line to pick up my drink. I say, but it is ready on your counter, and it isn't even 7:30 (not that the app said the lobby closed at 7:30, and if I arrived after, then I would end up in the giant drive-through line anyways, which I was trying to avoid, but that is another point for another day). She replied my only option was to go through the drive-through.

She then got her manager, who told me the same thing (I am no Karen, I didn't ask for the manager, she just appeared). I said the drink would be melted by the time I go through, which is why I did mobile order, and if they can't open the door to hand it to me, then I need them to tell me how to cancel the order in the app. She said you couldn't cancel. So I asked her to cancel it, and she said she couldn't. My only option was to come back tomorrow, and she could process a refund for me then. I ended up leaving without a drink or a refund.

So BEWARE! If you are doing a mobile pickup after 7:27 p.m. (even though the sign says 7:30), the lobby will be closed, and you will end up in the long, winding, and slow drive-through line as the ice melts in your drink on the counter, the cup beaded with sweat, as you watch the minutes tick by thinking, I never will do this again.

PS I know these are first-world problems, but if you spend your money somewhere, spend it at a place with good customer service. PPS What if I had arrived on foot instead of a car? What would have been my option, walking through the...

Having to go to this location to pickup orders for the past year has been a special type of Hell. I will never go to this location to spend my own money after the negative experiences I’ve been unnecessarily subjected to from consistently delivering from this location.

Occasionally, there will be one helpful team member (who I usually never see again, due to high and rapid turnover), but overall the staff acts like they absolutely HATE building deliveries and engaging with delivery drivers. They multitask while building deliveries to the point of making mistakes.

Today, they left a drink from an order I needed to deliver out for a random customer to pickup in-store. It took staff ten minutes while I waited and watched before they figured it out. The staff member who was responsible for packaging my orders was standing talking on her drive-thru headset with the stickers needed to close bags on her hands, just hovering over the bags, not sealing them, for nearly 3 minutes. I understand doing multiple things at once can be difficult, but this is just ridiculous. At least I wasn’t completely ignored today like the majority of times over the past year.

As a former Starbucks employee, I am in disbelief that this place is so poorly ran and managed. The majority of staff should be retrained on how to make the “3rd place” environment possible. I waited a long time to write this review in hope things would change. Frustratingly, they have not.

If you are a delivery driver and are sent here, I am truly sorry. Expect a long wait and unprofessional staff who don’t even want to look at you, let alone help you. If you’re a manager and you’re reading...

Today we were trying to do something nice for our Cafeteria Staff. We work at a nearby Middle School and we ordered 4 drinks for our cafeteria staff. When it arrived, it was missing a drink. When we called the store, their manager, Ocean was ridiculous. She said we could pick up our order after 12 OR THE NEXT DAY even though we ordered at 9:40 am! We stated no we need it now and are 2 minutes away. Mind you, the only reason we ordered for delivery is because we are doing state testing and we’re extremely busy. So not only did they mess up our drink order, our nice gesture to our cafeteria staff, but now a staff member had to drive to THEM to pick up the order we expected to be delivered.

When we arrived, the manager Ocean blamed it on Uber Eats when the store makes and packs the drinks shut. She thought we were stupid. Then she was extremely rude to our school staff and basically said take your drink and leave. She took no accountability for their mistake and refused to comp the drink. We understand all people make mistakes, but it’s important to own up to them and make it right. I have never had a negative experience at ANY Starbucks before so I don’t understand why Ocean thinks this is okay.

I will never return to this location again! Their behavior was ridiculous. It’s not about a coffee or a mistake, it is about the manager Ocean’s terrible customer service and unwillingness to to make the situation right. I would love the opportunity to speak to someone at this location. It was a very negative experience even though I’ve only had positive ones here...