Starbucks — Restaurant in Riverside

I drive out of my way to avoid this store because of one employee. Hayley. There’s been so much improvement at this location with bringing joy back which is what Starbucks stands for so I’ve been returning after I needed a break from her, but apparently, she still makes it a miserable experience when I do see her. She shared personal information with me whilst apologizing for treating me terribly after she got in trouble and it was TOO much. My husband I were dumbfounded as we proceeded on with our date that night.

If your employees have hard things going on at home, they need to NOT share with customers. I just want my drink. Small talk is great! But, not their baggage while angrily looking at me behind the counter. She used her life as an excuse for treating me terribly after she got found out breaking Starbucks policy and lying after I spoke up of her on-going harsh treatment towards me.

I continue to experience odd behavior from Hayley.. She’s the only one that will “forget” a food order or make me wait sooo long for my one thing when it’s not busy so I stopped ordering in the store and started doing mobile ordering. She will be rude to me and then extremely nice to the next customer.

We waited 20 minutes for a brownie for my 11 year old recently. She didn’t acknowledge him standing right next to me and didn’t ask him if he wanted it warmed. She’s the only one that ignores my kids to the point that they brush it off now knowing who she is and I’m pretty proud of their maturity because life isn’t perfect and we all need to just get along. My son sees how she treats me though with confusing sarcastic smiles or death stares at the register. Kids can see straight through that. She shows no interest in making Starbucks a good experience for especially me anyways and my family whatsoever. The newer employees actually acknowledge my kids now and I really appreciate that!

Everyone else is great! I’m greeted normally without sarcasm, no attitude… I appreciate the employees that have the maturity to not let their personal lives get in the way of performing a joyful experience for their customers cultivating a positive welcoming environment. Especially for my children. I’m a tired mom of 3 and I just want my coffee. I’ve been a regular for about 7 years.. before that I worked for Starbucks in a busy drive-thru for years. I understand how hard this job can be. But this employee needs to act like a manager is always present because I’ve seen her first hand change her attitude when they come out from the back room & she starts acknowledging me. 🤦‍♀️ I’ve changed my name on the mobile app because it was being made wrong quite often and then after I change my name, suddenly my drink was being made correctly. 🤔

At another store she was temporarily at during the remodel, she was laughing with her employee and I overheard her telling him to ask if my drink was made okay (she was giggling and hiding her face refusing to acknowledge me) I was the only customer in there. So he asks me and she immediately bursts out laughing and then proceeds to RUN to the back room. 😳 The other barista was confused. He was laughing nervously… we both didn’t get it. This was late at night. I asked the barista if I could talk to her hoping to understand what’s going on since I’m met with stupid behavior like this often and she refused to come out from the back. I waited a good ten minutes after I had my drink. The other barista didn’t know what to do and was apologizing for her weird behavior.

I love Starbucks. I hope Hayley’s life has gotten better since she shared something terrible with us. We genuinely hope her situation is improving and she can find joy in the midst of hardship as we are ALL fighting our own battles. I’ve never been singled out like this from a stranger and as a 40 year old, I understand to “pick your battles”, but if it’s ongoing to the point of a form of bullying and affecting my kids, I will continue to speak up. Thank you for listening. I hope no one has to experience...

Waited 20 mins for my drink that I ordered on the app. My order was placed around 9:15 and set to be ready by 9:28. I got there around 9:32. I ordered 4 hot items and 1 cold item. The cold item wasn't ready so all the hot items sat there and got cold. I asked for them to be remade or reheated while I waited and extra 10 minutes for the cold drink to be made. I had to mention this 3 times before they finally took another 7 minutes to make it. Alvira acted like it was a huge inconvenience to reheat my order or even make the caramel ribbon crunch I ordered. She was very rude and unprofessional and honestly was not held accountable by her supervisor Jake. As I was asking Jake what her name was, she came all the way back to our area, while she was near the drive-thru area, to interject and say her name loudly with such venom. She was escalating the situation and the manager sat there and allowed it. I thought this was so disgusting as I had my child there with me and all the other customers got to witness me being "told" by this employee. I saw the patience they had with other customers, as the other customers had a few concerns with their order as well... So I know they are capable. Jake even told me "well we are busy" as he prioritized other customers that came after me. To me this felt like an explicit bias and an opportunity to treat an African American customer horribly. The way Alvira acted, I felt it was very much personal. Jake as the leader, could have listened and apologized for the lack of customer service, for me waiting for about 20 minutes for my order to be made accurately and the aggressive employee, who made it a point to be extremely hostile towards me in front of him and other customers. Alvira was very entitled and self righteous when I gave her the same attitude she had been trying to give to me. Jake was very flamboyant and could careless how the customer was being treated in that moment. His attitude perpetuated her behavior. They both could greatly benefit from sensitivity, customer service and personal development training at the very least because this is a true display of power and "I can say what I want and do what I want at work and not get in trouble." There were so many missed opportunities here for the two of them to do the right thing and do better considering they were wrong for having me stand there for 20 mins in the...

Worst starbucks experience EVER and the tall man named Justin provided the worst customer service!! I am on a strict diet and cannot have sugar, I went through the drive through and ordered my drink with no caramel syrup, my order was even correct on the drink label. So after taking my first sip and getting a mouth full of caramel I was very upset however I was late for a doctors appointment and had to wait to go back and ask them to correct their mistake after my appointment. I walked in this time and brought my drink in (this is where I met Justin) I explained my situation and asked for a new drink. No apology was made for the mistake and no priority was made of my drink correction. I have worked in customer service my whole life and when something like that happens you give the customer priority and correct your mistake and apologize for it but okay whatever, fine. So after waiting 20 minutes for my drink, I get it and it was wrong again with caramel syrup all over the sides and bottom!! At this point I just wanted to get out of there so I go in and once again, Justin with no apology for the mistake, no trying to make it better just processed my refund. I am so disappointed at my experience and lack of customer service. I will never visit this...