Starbucks — Restaurant in San Juan Capistrano

Dear Starbucks Customer Service,

I hope this message finds you well. I am writing to express my concern about an unpleasant experience my family and I had at one of your stores, involving a barista named Thomas.

My mother recently requested a cup of hot water at your San Juan Capistrano location, and Thomas refused to provide it unless she paid for it. This was upsetting and confusing, especially since I’ve frequently seen customers receive cold water without charge at this and other Starbucks locations.

My sister and I are regular customers—living in Ladera Ranch and Rancho Mission Viejo, we visit your stores often and have always appreciated the welcoming atmosphere and friendly service. Unfortunately, this interaction felt needlessly harsh and lacking in the kind of hospitality we’ve come to expect from Starbucks.

No one should be made to feel uncomfortable for such a simple request. We believe in fairness and kindness, especially in a community-focused space like yours.

Please let us know how this issue will be addressed. We hope this feedback is taken seriously so that all customers—regardless of the request—are treated with respect and...

I would give them no stars if possible. So the cashier takes my order and the total was $14.16. I gave her a $20 and told her I had 16 cents. She tells Mr sorry, I already keyed in. I told her, it's okay, just give me $6 change. She got upset...really...why is it my fault. Anyhow, I was waiting and waiting for my order. After a while I just went to ask, while all 3 girls were standing around. One of them asked what I was waiting for and I started to explain, while I noticed the cashier knew exactly what I was looking for. She had placed my food in the mobile orders...really...did she take a dig because she couldn't get over the fact of the change? I told her really...and she argued back, saying I didn't take your order. I said, really, "you just charged me, you were the cashier." While I was explaining, the other from the back counter, says, " have a nice day and merry Christmas, " whether she probably thinks that makes things better, that's definitely kicking you out. How about, I am sorry your food is super cold. I couldn't believe it, talk about...

Door is a litlle hard to find, it doesnt quite line up with the big "starbucks coffee" sign on the outside of the building, its to the right of it, but, theres a little sign on the ground that directs you to the door.

Other than that, its a good ol' Starbucks. nothing out of the norm, really. The staff are freindly as usual, especially Nate, the dude who rung me up today.

The only reason I'm going with 4 stars instead of 5, is because the bathroom I used was a little messy. Not like disgusting or gross or anything extreme, just a few used paper towels on the floor and normal stuff like that. This is obviously no big deal and is pretty much to be expected at any place with high-traffic. All I would say is maybe they could make an effort to send someone into each bathroom every 30 to 60 minutes to do a quick pick-up of random trash like that.

But overall, I had a good experience and some great...