Starbucks Coffee Company — Restaurant in Richland

My latest visit was 12-25-24 in the morning. Since 2018 I have had my kids Christmas Eve and been alone on Christmas. I discovered some Starbucks were open and this has become my personal tradition and I now bring a card with candy for the crew. This morning started out the same. I ordered on app and went to pick up inside. Lot was empty, there was one car in drive thru and one man inside. I was not greeted but the man at the counter seemed to have a large order. My food was on the counter, so I picked it up and waited there for my drink. When it seemed they were done with the man in front of me, I tried to get someone's attention to show the card and treats I brought and check on my drink, but could not get acknowledged by worker at counter (other than quick meek smile from someone else who looked very busy preparing food.) A lady came in and was greeted by name. I left the card and candy on counter and sat and ate my egg bites. When I could see they were pulling new cups and preparing new drinks I went back to counter. This time I asked to please have help. A lady that seemed to be in charge was impatient asking what I needed. I asked about my drink. She looked at empty counter, walked to drive thru, brought my drink to the counter and stated it was sitting in wrong spot, then walked away. I took a sip, it was not hot. I paused a moment thinking I should ask them to make a new one, but decided the confrontation wasn't right on Christmas morning. Not a good visit and for now, I do not plan to return. Note: the egg bites were perfectly hot...

Starbucks doesn’t often fail at customer service. The gentleman made the wrong drink, which happens. But when I told him about it, he didn’t apologize and gave a response that made me feel like he was blaming me, all in a sing song voice with a smile. Then, when the right drink was made, I asked if there was a price difference (he made a more expensive drink than I unknowingly paid for on the app but didn’t order), he said “we can see” in the same sing song voice but kept working on other drinks and didn’t say or address it and watched me walk right out the door. Terrible service, and they dishonestly made no attempt to make the charges right. I’m not even worried about the $1 difference or whatever small amount it might have been. It was the experience that was...

Now a year later I can only repeat the accolades. The previous manager welcomed a baby and after leave manages another location. Kaitlin, the current manager is an angel. Her staff works like a well oiled machine. They all smile, greet you and as quickly as humanly possible prepare the Starbucks menu to a grateful clientle.

Last year I said,

I am genuinely impressed with this coffee shop. It is plainly evident that management has assembled and trained an outstanding staff. Starbucks products have always been the gold standard. This shop is the gold standard of outstanding service. You are always greeted, everyone is smiling, the order is always right. Everyone, and I mean everyone, makes every effort to make your visit pleasant and...