Starbucks — Restaurant in Paducah

I have been to several different Starbucks in different cities and compared to all others this one was the worst by far. Today there was a line all the way to the exit, once I was in line there were 15+ cars in front of me. I didn't mind the line or the wait, I was really craving my favorite drink and also didn't mind waiting the 45 minutes in drive thru line, though I have never waiting quite that long, even when there was busier traffic at other stores.

There are a few reason I gave 1 stars.

Because customer service/friendliness was very poor, drive thru employees seemed aggravated and not friendly at all. I understand it was busy but that's not an excuse to project that onto the customers, very unprofessional.

Not confirming the order. I ordered and paid through the app while waiting in line, confirmed my order with the order taker, and when I got to the pickup window I was just handed my drink, not a word spoken to me. So I asked if it was a Carmel Macchiato, with 4 shot espresso and extra Carmel drizzle. They said yes and then just turned around that was it.

My order was wrong and just bad, very bad...in several ways. I get this exact drink made exact same way every time I order it, Hot Venti Carmel Macchiato Quad shot with extra Carmel drizzle. I took a sip and 1st thing I notice was that it wasn't hot, it was warm at best. 2nd the tase was WAY off! There was no Carmel flavor and tasted watered down and not strong espresso flavor from adding 2 extra shots. It tasted more like an old pot of plain coffee, left to room temperature that just had a little vanilla and milk added...it was bad. 3rd I opened the lid after pulling forward so as to not hold up the line, and the color was very pale and worst part it was only 2/3 full, 16oz at best when supposed to be 24oz for a Venti. Sonthis might have explained the lack of espresso flavor. Honestly, I don't know how they couldn't have noticed. They had to have known it wasn't right and just handed out quick anyway. Even an employee just starting would know not to serve a coffee 3 inches below the rim of the cup. I can understand to some degree messing up the flavor but not serving a cup barely over half full.

If I didn't have my sleeping toddler in the back seat I would have parked and gone in and asked to speak to a Manger.

I have worked in busy drive thrus, when short staffed at that, and just as long lines if not more so, as well as worked at busy dine in restaurants. When things get that busy, mistakes can easily happen, but this was simply unacceptable and I am shocked at the service and quality, more like lack thereof.

By the time I was leaving, the line was already wrapped back around to the exit again and I certainly wasn't getting back in line for another 45 minutes when I had a 2 hour drive ahead of me after getting coffee (or whatever that was, hardly could call it coffee).

It didn't help that this was my 1st time going to the Paducah Hinkleville Road Starbucks. I wasn't so much angry as I was upset, very disappointed and stunned at how bad service and product were, nothing like any Starbucks I have ever been to. I would be more than happy to wait 45 minutes for a coffee from Starbucks, it's so good...usually. But given that after the long wait the order was terribly wrong and service was crude, I will never, ever, go to this location again.

Two hours later when I reach my destination I stopped at a Starbucks and ordered the same exact thing, just to compare and it tasted just like it was supposed to. At least I got to have my coffee...just had to pay twice and wasted time at...

Dear Starbucks Management or Whoever it may concern if it even does:

I am deeply frustrated with the consistent poor service at your Paducah, Kentucky location, the only Starbucks in town. As a loyal customer who tips generously—$3 to $10 daily, totaling approximately $1,500 annually—I am disheartened by the lack of care and professionalism I’ve experienced. My repeated negative experiences have forced me to take my business elsewhere, despite the inconvenience of driving to another location, such as Murray.

For months, I’ve faced the same issues: Unavailability of Menu Items: Your store frequently runs out of cold brew, a staple item, including three consecutive days from September 8–11, 2025. How is this possible at a major chain like Starbucks?

Incorrect Orders: When I order alternatives due to stock shortages, such as a quad espresso, I receive something entirely different, like a drink tasting like tea instead of four shots of espresso.

Unacceptable Wait Times: Despite arriving before others, I’ve waited over an hour for my order while later customers are served first, based on ticket times.

Subpar Food Quality: On September 1, 2025, I ordered a sandwich advertised with mozzarella and tomato, only to receive a single tiny piece of tomato and no discernible cheese. This falls far below the quality expected from Starbucks.

These issues reflect a pattern of neglect that makes me feel unwelcome and undervalued, despite my consistent tipping and loyalty. It’s unacceptable for a business to operate this way, especially in a town with no other Starbucks nearby. If staff are struggling to manage demand or maintain stock, it points to deeper issues with inventory management, training, or staffing. I sympathize with employees who may feel overwhelmed, but this cannot justify neglecting customers who support your business.

I urge you to address these problems immediately—improve inventory practices, ensure orders are accurate, and prioritize fair service. Without change, you risk losing more customers like me who are willing to drive to Murray, where I’ve been told cold brew is reliably available. I’d also appreciate a customer service contact point, as the lack of an email or phone number makes it difficult to voice concerns directly.

This is my final attempt to address these issues before permanently switching locations. I hope you take this feedback seriously and implement meaningful changes to restore the quality Starbucks is known for. Sincerely, Every customer that feels the same

Ps

This is what my quad espresso looked like. Are you kidding me? Way to kick someone when...

Saturday, I was in the drive through line at 4:55. There was no sign stating they now close at 5:00 (that is on the front door), and I was the last car. When I stopped at the speaker, my clock turned to 5:01, and the girl stated she would not take my order bc they closed at 5:00! One minute! Last car in line! Plus I had to sit in the line for over ten minutes to get out bc they were completing a loaded car in front of me! Called on Monday to see if half priced cold drinks were on Tuesday or Wednesday, was told she didn't know and I asked her if she could ask a manager and she asked and I was told Tuesday and that you had to order on the App. So today (Tuesday) I call to make sure and again was told she didn't know but would ask. This was at 12:30. She said, actually it was on Wednesdays. She said she didn't know how to do it through the app or if they would have to go scan the app or if it would even work! So we decide we will try something today and go back tomorrow for hopefully half price and try something else. We drive all the way across town , get in the drive through line and no one ever turns on the speaker, screen still says "order here", so we sit for about 5 minutes. Two employees look out window a couple of times but didn't even say they closed at 1:00 today (this time that sign is on drive through window) and not on speaker. Remind you, I had called at 12:30 and she said nothing about closing at 1:00. Beyond frustrating. ...