Starbucks — Restaurant in Parma

Today I was refused the purchase of a frozen chocolate chip cookie.

I went in today @12:25 pm, 11/02/2024, and ordered an ice coffee with mocha syrup and a cold chocolate chip cookie.

The young man behind the counter took my order but told me that they don't have cold cookies. He said, "I have never heard of anyone asking for frozen cookies before! Like, why would you want to break your teeth?"

I explained that I always order my cookies like that at every Starbucks I visit. I also explained that I have ordered this cookie this way for years at other locations. (It is not that unusual to buy a cold cookie.)

He said, "ok, do you want it in the wrapper or a bag?" and left to go get the cookie. He came back and said that the manager said that he couldn't sell me the cookie. He asked me if I wanted to speak to her and i said yes.

Tj, the shift manager, a reserved young lady, came out and explained that she couldn't sell it to me. I explained to her that I have always ordered this cookie this way, (including at this location for the past two years as a customer). She stated that that was the policy and she didn't know why it was, but she couldn't sell it.

I have been a customer of Starbuck's across the country for over 30 years. Starbuck's is famous for customizing people's orders above and beyond what is listed on their product boards. This is the first time I have ever been refused a sale of a product because of an unusual request.

In fact, when Starbuck's locations sell out of food in the display case, then they will go back into the freezer and pull an item out to sell to the customer. I have had this experience.

Further there is no health reason that a frozen cookie is anymore dangerous to a customer than a room temperature cookie sitting in a case for several days, and exposed to the air. After Covid, I actually prefer my cookies pre-wrapped and not exposed.

I go to this location because it is across from my gym, Planet Fitness. I could buy coffee from several other places in the area, but I like the customer service and product of your location. However, refusing to sell me a frozen cookie - when customers are being catered to for all other off-script orders, is rediculous and bad business.

The young lady shift manager, TJ, was also very non-chalant and dismissive. She tried to cut me off when I want to express the experience I have had at other locations. She also couldn't come up with a valid reason for not selliing the cookie, nor did she call or contact anyone to find out why. She also dismissed me.

I would like to know the exact policy and then I will make a decision on whether to patronize your location further...

I have been a loyal customer at this Starbucks for many years. I have come here to study all the time and never had issues with any of the staff. However while studying and talking with a group of my peers, store manager, Scott, proceeded to kick us out. He claims we have been disruptive in the past and that he’s asked our group to leave before, we continued to inform him that it was not our group and he has us mixed up with another group of similar ethnicity. He continued to aggressively yell at us, “it doesn’t matter I can’t pick and choose who it was, the small group ruined it for the whole.” He would not let us speak and explain to him it was not our group that was disruptive here he just kept interrupting us and threatening to call the cops, simply because we are of the same ethnicity as the other group. We are not associated with that group, but we were still racially profiled by Scott as we asked him for how long we were kicked out he simply claimed “for the time being.” It is unacceptable by Starbucks standard for that kind of behavior and I hope actions...

Hands down my favorite Starbucks in the area!!! As a former Starbucks barista & manager of 10+ years myself, I have a wee bit of experience in the coffee industry — so you can trust me when I say this location rocks.

I usually come through the drive thru since I have two little kids - I swear they recognize my minivan the second I roll up and order my regular (and definitely annoying!) super-specified iced coffee (if any of you lovely Seven Hills baristas read this...well done, you! 😘👌🏽🙏🏼) and they never, ever give me a hard time about it (even though I know it’s a pain in the bum!)

I quite literally drive past two other stores to come to this Starbucks because I have received 5 Star service here... Every. Single. Time.

Of course, the coffee is always great - if for some reason it’s not up to your expectations, they make it right - it’s Starbucks, so you can expect that pretty much at any location. BUT I come to this store for the experience... for the AMAZING baristas. You guys rock. Many thanks to you for your hard...