Starbucks — Restaurant in Reno

I had a very unusual and frustrating experience today at this Starbucks that was completely unlike any experience, good or bad, that I have ever had at any Starbucks across California, Oregon, Washington, and Nevada since 2006 when I started going to Starbucks. They made my wife and I a Hot Chocolate, and it was barely lukewarm, which is unusual, but does happen on rare occasions. The americano we got was fine. I took the hot chocolate back in and asked them to remake it, while they tried to argue that “Starbucks Hot Chocolate is not really hot it’s just called hot chocolate”. Those were the actual words from the Starbucks employee that made it. What a bizarre statement! My goodness. It gets weirder. So she starts to remake it and says “we’re only supposed to make it at 130 degrees, I can make it a little hotter for you if you’d like”. I can tell you that I usually get hot drinks “kid style” at 125 and it was way, way cooler than 125 when we got it. I agreed that was a good option. I watched her make it, and it was oddly quick with the syrups. Oh well, she was trained by Starbucks, I’m sure it will be fine, I thought, it always is. I get the remade beverage, then take it outside, taste it, it’s plenty hot, but has like half of even the normal amount of mocha (there are normally 5 pumps and no vanilla, we ordered it with 7 pumps and 2 vanilla, and the employee confirmed this with me prior to remaking when I asked) and no vanilla. It tasted like hot nestle chocolate milk, which was just weird. I’ve never tasted a hot chocolate made by Starbucks that tasted like that. So I take it back in and apologize for interrupting her again, and say there’s barely any mocha and no vanilla. She got defensive and said there were “14 half pumps of mocha in there” and I asked if she could remake it with the correct amount of syrup. She repeated herself saying there were 14 half pumps of mocha, and did not say anything about the vanilla, which I did not address because I was confused and shocked. She then says “well I can take it and put some more in there if you’d like” instead of offering to remake it, at this point I feel confused and just want to leave. I stood dumbfounded for a moment and was about to walk out, where she then offered to remake it again, I said “no thank you” and left. The story continues. They must have thought I was going to be a problem and talked about it in the next 20 minutes, I called and spoke to the manager and explained the book that I just wrote for this review, and that the hot chocolate is always 150-160 degrees at all the other local Starbucks. I added that to make it clear that I’m very familiar with Starbucks beverages and I know what 90 vs 120 vs 160 degrees is, then the manager accused me of trying to make them violate health codes by making the beverage hotter than 170 (?!?) and that there’s nothing they could do about what I found to be an odd taste/lack of syrup. I hung up. Starbucks, please help these employees with their customer service and training!!! Something is weird and off with this store. I will not be returning to this one, there are plenty of others around and they have no problems making the beverages correctly or remaking them if they mess up without getting oddly defensive and accusing me that I want them to violate health codes. I have never had an experience like this at any starbucks across 4 states over the last 18 years of going to Starbucks. I am disappointed...

In the last 3 weeks I have stopped at this location 2 different times, both times I ordered the same thing, (frappe w/o whip on bottom/top) and both times there was whip in the bottom of the cup and on top. Today, the girl in the window asked the other barista "you know that's no whip, right?" I was in my car and couldn't see the drink and thought that my barista was just making sure it was made right. There were cars behind me and it was still dark, I got straight on the highway and it was a few minutes before I was able to get a drink of my coffee - my drink tasted like a mouthful of whip cream and whip cream makes me sick. I looked at the frappe in the light and I seen that the bottom third of the cup was whip cream and I could see where the whip cream was scraped off of the top of my drink. So when the baristas were talking about my frappe, it was already made and it was made incorrectly - they knew it was wrong and instead of remaking it they tried to hide the whip from me. I have an allergy to most dairy and to whip cream. So I just paid for another $10 coffee that I can't effing drink. I have to take my kids to school and don't have time to drive back to Starbucks. I'm so mad that you guys have scammed me/ ripped me off twice in 3 weeks. I'm a single mom who can't afford Starbucks, but I wanted to treat myself and I can't...

The manager April is horrible. I ordered in drive thru and didn't receive a hello or greeting. While I was ordering I got so much attitude along with sighs when I had mentioned I had 4 mobile orders to pick up. She was so rude and told me "ok come to the window " and when I arrived she told me that I was unable to pick up 4 mobile orders at once and that she's told my clinic specifically that we were unable to do that. I've picked up orders for me and my coworkers multiple times and it has never been an issue. I wasn't aware that there was a policy that I was unable to pick up multiple mobile orders all at once the other girl at the window was sweet and apologized for her managers behavior. Completely rude and unprofessional, I am giving this Starbucks money and it shouldn't matter how many orders I...