Starbucks — Restaurant in Pomona

Today, Upon entering the store, I was disappointed by the lack of a welcoming atmosphere. Instead of a greeting, I was met with stares from two male employees, who appeared to be either white or Hispanic.

Having placed a mobile order, I expected to find the designated area for picking up such orders. However, to my surprise, this area seemed to have been removed. Consequently, I approached the register to inquire about my order. The employee standing by the cash register continued to stare at me, giving me the impression that I was unwelcome or out of place. Fortunately, a kind young lady intervened and greeted me with a simple "hello." I returned a "Hello" introduced myself and informed her about my mobile order for the Matcha drink. She directed me to the other side of the counter where my drink was waiting.

Despite having received my order, the two male employees continued to stare at me, creating an uncomfortable environment. Before leaving, I thanked the young lady for her assistance. However, this experience was far from positive, and it adds to a pattern of negative encounters I've had at this particular location. I've previously encountered rudeness and hostility from the staff on two separate occasions, making this the third unpleasant incident.

Due to these experiences I’ve learned to just place a mobile order so that I won’t have to make contact with the employee’s I can just get my order and go. It's disheartening to feel unwelcome and judged based on my skin tone, especially as a paying and respectful customer. I'm aware that the demographic makeup of Diamond Bar may not be very diverse, but this should not excuse discriminatory behavior. It's troubling to realize that I have investments in a company that employs individuals with such attitudes and behavior towards a specific group of people.

My sister frequents this location nearly daily for work and orders, and she has shared similar experiences of rudeness from the employees. This consistent behavior reflects poorly on the company's values and standards of customer service. As a shareholder, I hope to see improvements in the treatment of customers regardless of their background...

When I entered Starbucks with my service dog, the employee immediately said, “You can’t bring dogs in here.” I explained that this is a service dog and mentioned that I would just pick up my coffee and leave. However, the employee repeatedly told me to wait outside and didn’t even allow me to stay inside while my coffee was being prepared.

I reminded them again that my dog is a service animal. The employee still insisted that I wait outside, demanded documentation, and asked what type of service my dog provides. I showed him the proper certification and explained the type of service. I also calmly explained that, in fact, he’s not allowed to ask so many questions or demand such details about a service dog. I stated that I have the right not to answer those questions. He began arguing, claiming that California law requires him to ask. I asked him to show me the specific regulation he was referring to, and instead, he threatened to call the police. I told him, “Go ahead,” and said I would begin recording.

As soon as I started recording, he backed off and walked away — but not before giving me a dirty look. This was by far the worst customer service I’ve ever experienced at a Starbucks. Later, I began recording again and asked him why he had tried to kick me out, especially after I had provided the proper documentation. Unbelievably, he claimed that I was “attacking” him — which is completely ridiculous. I remained calm the entire time — it was obvious that he was the one being aggressive and discriminatory toward me.

All I did was ask him to provide the specific California regulation that supposedly allows employees to question the type of service the dog performs. He didn’t answer. Instead, he deflected and accused me of being hostile — when in fact, I was simply trying to clarify my legal rights. His behavior was not only discrimination but entirely...

I had an extremely disappointing and discriminatory experience at this Starbucks location. As someone with a service dog, I am well aware of my rights under the ADA. However, the moment I entered, the employee told me, “You can’t bring dogs in here.” I explained that my dog is a service animal and that I was simply picking up a coffee, but the employee repeatedly insisted I wait outside.

Even after I showed proper documentation and calmly explained my legal rights, he continued to demand unnecessary details about the type of service my dog provides — questions that are legally inappropriate. When I asked him to cite the California regulation he claimed allowed him to ask those questions, he threatened to call the police instead.

Only when I began recording did he back off — but not before giving me a dirty, disrespectful look. Later, when I asked again why he tried to remove me despite me showing proof, he falsely accused me of being aggressive. I remained calm throughout; the employee’s actions were unprofessional, confrontational, and frankly, discriminatory.

This kind of treatment toward individuals with disabilities is unacceptable. Starbucks, you need to train your staff properly on how to interact with customers who use service animals — and more importantly, how to follow the law without harassment...