Starbucks — Restaurant in Richmond

I LOVE getting a refresher. But this morning, these two girls behind the counter were charging me extra for a same price substitution, so when I see them making it with water, I say I wanted lemonade like I said prior, then they try to charge me extra AGAIN for lemonade in it when it's listed on the menu as part of the original price. So my bf starts asking them why and they get rude and snarky and say that they've been the manager for eight years and that she knows how it's done. So I ask for my money back because I've NEVER been charged extra for either, yet I was getting charged AT LEAST $2 extra for a substitution and something that it normally comes with. So then the employees start LAUGHING at us, telling us we were rude, and encourage other customers to belittle us. She said I've been the manager 8 years, and no one has been trained differently. I said that apparently SOMEONE had, at least 3 or 4 other people, because I had never been charged extra for it ever and had been there numerous times, and have even waited on someone to get off their shift so I could tip them for how well...

This place is nice. Most of the workers are not very friendly. ESPECIALLY LYDIA. I paid for extra crunch and asked if she could put it in the bottom, middle, and top. I asked again to put it on top cus she looked like she wasn't going to and rudely said, "I heard you!" Maybe don't work at Starbucks if you don't want specific requests from customers, Lydia. Customer service is not your forté, love. Except for Katelyn (there's two, and she apologized for Lydia, she is great, too.) She is the reason I gave five stars. She remembers my drink order and doesn't mind me asking for a specific way I want the drink made. She is also really friendly. In regards to remembering my order, I had forgot to ask for almond milk and she asked me if I wanted it. Of course I said yes. This was only my second time coming in. She is a great employee. Though not all employees are as friendly as her, they all make GREAT caramel ribbon crunch fraps (except Lydia). But...

Ordered a Venti iced blond vanilla latte. No blond espresso, no biggie. They only had tall size for cold drinks and for some reason wouldn’t use the cups they have for warm drinks even though they had those fully stocked. She wouldn’t scan my app QR for stars or paying which isn’t a big deal, but a bit of an annoyance when added to the rest of the experience. Once I tried the drink there was no vanilla in it so I brought it back and she told me to drink it down a bit so that she could add some vanilla. I love Starbucks and almost always have an amazing service experience, but that was a mess with no apologies or any kindness. Both employees looked unhappy and almost seemed annoyed. I get that being in the service industry is tough because I’ve been there, but a simple “sorry about that” or “have a nice day”...