Starbucks — Restaurant in Rialto

I've been to this location multiple times since it opened and visited at various times: In the morning to pickup a traveler for a meeting; for promos; and today to take advantage of the COVID-19 25 bonus star promo. Suffice to say, this location needs to improve consistency of service. The location has been pretty busy since it opened, given that the only other Starbucks for years hasn't been in Rialto. Given that, whoever owns this branch should understand that they've got a high bar to reach time and time again. When I came to pickup a traveler, the mobile app stated it was ready, but when I arrived, it hadn't even been brewed yet. The staff was friendly and attended to it immediately, but only when I arrived. For promos outside of this COVID-19 situation, mobile orders can usually be found at the mobile pick-up and on time. Today, however, was a demonstration of just how much the store needs to improve its response and service.

I ordered mobile pickup at 10:00 am, given that the promo was 25 Bonus stars per mobile order. I had 400 bonus stars I needed to redeem anyway, so along with my Venti drip, added a flat bottom grind Passport: Java. Order was predicted to be ready in 11 minutes tops. When the mobile app changed to "ready", I enter the store and follow the safety precautions, only to see a bewildered staff member look at me, ask my name, and unsuccessfully find my order. Moments later, she states it's not ready yet.

Whaaa ... (at this same time, a manager is hosting a training with at least 15 employees in the partitioned part of the store amidst the noise of the baristas at the bar).

Staff member tells me that she'll flag me down from outside when it's ready. At about 10:25, she looks at me standing outside, as if to ask why I'm still there. When I go in and show her my order, her coworker tells her that the other product is sold out. Did it sell out in the 14 minutes between when she told me it wasn't ready? No other alternatives are available so I ask for a refund. Since I used my stars, they tell me they have to refund it in cash, but that process takes another 10 minutes because the manager can't be bothered to resolve the matter. Note that this issue required me to go past the partitioned area to the register so that I could get helped.

You'd think that if a manager/trainer noticed that a customer had to be brought past the partitions, that they would stop what they're doing to quickly resolve the situation to keep a customer coming back.

Nope.

You can continue visiting this sole location, but be mindful that because there are droves of customers coming into this location, the management is willing to lose one and keep...

First off I'd like to recommend you go to Coffee Bean instead. This is the worst Starbucks I've ever been to.

I have yet to have a good experience here at this location. I've visited on multiple occasions and it has not improved at all. Whether you mobile order, drive-thru, or go in, something is always wrong. There are many problems with mobile ordering at this location. My favorite way to order is mobile order, yet anytime I do that, they always and I mean always leave a part of my order out and it's usually the food. Which means that either my hot drink is cold or my iced drink is getting watered down. And by the time my mobile order is actually ready, it would've been faster to just pay at the counter. They have the slowest drive-thru I've ever experienced for a Starbucks. Any time I ask for anything I get met attitude. Often times I don't get butter with my bagel and when I ask for it they will tell me that it's already there (which it isn't). Then they come with a single packet which is not enough. One of the biggest problems here is that when you try and order food items they have on display, they tell you they're out. That isn't a problem normally, but they almost NEVER have their entire menu in stock. Either they have the bagel I'm asking for and not the sandwich,or vice versa. On a few occasions they will tell you they have it and then when you ask for it later when they've forgotten about it,they tell you it's no longer in stock and ask if you'd like something else instead. This goes for mobile order as well. This Starbucks has many major issues I think need to be fixed. Once again I recommend everyone head to Coffee Bean instead. At least they have a strawberry and creme frapp. (Named the...

Starbucks really needs to invest on allowing a Lean Team to organize and eliminate waste. Starbucks, you were aware that millions of people all around the world would go crazy over the holiday cups and sales would boom! Why not call all available staff to assist? With guiding traffic, so that the people who ordered earlier are able to get their drinks timely. Also set up an organized system when placing the cups for pick up deliveries, placing Uber eats or any other ordering from home apps and regular mobile apps on another section. Maybe try alphabetized technique for the only orders, or maybe as they come out like you normally do yell out the person's name. Keeping all big orders together and by name would also eliminate waste. I ordered my drink at 9:31 am and received it by 10:20am. I do not fault the staff but the main organization itself. It is your duty to set up your staff for success. There was drinks sitting there since 8am and no one was there to pick it up, maybe because the parking lot was a huge mess. I had to fight my way in, well not literally but you get the point. All the drinks that were not picked up, were emptied and tossed in the trash, huge waste! That does not only impact Starbucks financially but it also wastes the time of the Team Member. Please consider the Toyota Lean System. Trust me, you will...