Starbucks — Restaurant in Roxbury Township

I had about 30 minutes of sitting and watching the entire team while waiting for our two traveler coffees (the carboard box of coffee for multiple people) so I think I am at liberty to speak about my experience here. In short, this place needs better management. Firstly, we wanted to place our order ahead of time but were not able to for some unknown reason. We figure fine, we'll just order in store, so we went inside and we placed our order with a young man. He was energetic about our order and answered the questions we had about said order. He started the process of brewing the coffee, as they fresh brew the travelers. But before the first was even done brewing he went on his 15 minute break (I know it was a 15 minute break because he came back to his shift before I was able to leave with my order). I'd like to suggest training employees to finish what they start, but I'm sure there is some weird rule that they have to take breaks at specified times, however, that is a flawed system. Before he took his break I watched him explain to the woman who covered for him that it was my order and what she needed to do, which was man the cashier, take orders and finish making my order in between. This plan of action was quickly proven ineffective as just when he took his break she was inundated with a line of new people she needed to attend do. All the while the making of our order ground to a complete halt and just sat there. I patiently waited for about 15-20 minutes as I watched this, but when it became evident she either forgot about it or didn't care, I went up to ask her if our order was still being worked on, and she assured me she was still working on it and just had to make the coffee for the second traveler. She then promptly attended to the order and got it done in another 10 minutes (fairly certain she forgot about it which is why passing off an order to someone mid order is an issue). Meanwhile I watched another team member going back and forth stocking milk, she would go and grab one jug and then bring it to the pass, then go get another one jug and did this for the entire 30 minutes. You have two hands? Surely, she could have looked to see the cashier needed help, or the cashier could have asked her for help as what she was doing, shouldn't have been the highest priority. While this is all going on the shift manager was at the drive thru window with another team member already tending to it, not paying any mind to what was going on in the front. It was pretty apparent he didn't need to be helping at the window as that team member had it under control. A manager should be leading, a manager should be looking for potential issues and giving direction to avoid those issues. He was doing none of that, had he been, he may have noticed the travelers sitting there with no one working on them and asked a team member to pinch in. There was very little communication between team members, which contributed to the problem, but the example the shift manager was setting for that was non existent. I truly hope this makes it back to the management not because I'm mad, but I think with very minimal change, the customer experience could be improved greatly. Better management, improve team communication. Hope your experience is better than mine and the location gets...

If I could rate this place zero stars I would! WORST STARBUCKS AND CUSTOMER SERVICE EVER. Waited 20 minutes just to get to drive up sign. Person who took my order was laughing and goofing around…screen is broken. Then we finally get up to the window and they have the order wrong. Annoyed but whatever, mistakes happen. Instead of fixing the order that they messed up because the employees are too busy fooling around, the guy at the window starts arguing with us. And telling us to pull up. Ummmm no, please fix the order. Another girl comes up, says she’ll fix the order and tells us that we’ll have to get out of the line that at this point we’ve been in for well over 30 minutes at this point. We ask to speak to a manager, and are refused. So we ask for a refund, and a receipt so we can call the manager. The manager is even worse. Explains why the employees are rude, and have the WORST customer service. Been going to Starbucks for two decades, and NEVER have been treated the way those employees treat their customers. Do NOT go here! The audacity is next level. Tell corporate too! Apparently there’s a long history here. Wish I knew before going there. There’s so many better Starbucks around: this place needs some serious work or I don’t see it...

I’ve been going to this Starbucks consistently for the past three and a half years. I’m not sure if it’s under new management as of recently, but the service has declined astronomically. I’m writing this review as I’ve been sitting in the drive through line for approximately 40 minutes now. Everyday I come the line is so backed up, to the point where the more convenient option would be to go inside and order. All staff seems completely brand new with little to no training, I repeat myself endlessly when ordering the same drink everyday, and when approaching the window after waiting almost half an hour staff seems to be lost, slow, and still doesn’t have my order ready and will even hand over drinks and items I did not ask for. I personally work in service so I know it’s not always as fast paced as we’d like, but this is unacceptable to be waiting for a coffee for almost an hour. Respectfully pull all your staff, properly train them and restart...