Starbucks — Restaurant in San Marcos

As someone who frequents this cafe regularly as a place to get some work done, I have observed it to be an extremely inconsistent cafe that caters far more to the drive through than the lobby.

Some employees outshine others, but in general this location is one of the least welcoming, least friendly, and least clean in the area (ie clean your own table).

I've visited the lobby of this location several days a week each week this summer and have yet to be acknowledged by name, let alone as a repeat customer. Perhaps it's because I order via the app and wait while my order is prepared, which I find far more convenient than listing my drink preferences at the counter only for them to come out wrong.

But waiting for mobile orders is also an issue because you can literally be standing there waiting for your order and an employee will silently place it down behind the counter and walk away. Calling out names for orders here is extremely inconsistent.

After discovering a few times that my order has been sitting on the counter for several minutes (kind of an issue if you want your drink hot or cold), I've personally requested to multiple people that they please call my name when my order is ready. This request has yet to be fulfilled.

I have also observed that customers are, more often than not, ignored upon entering or worse, ignored while waiting at the cash register for so long that people have to yell, "Is anyone there?" Some just leave. Maybe they just go through the drive through where they will get better service.

This location has at several times closed the lobby on weekends in the early afternoon because "someone called in sick". This happens with such frequency that it seems deliberate.

Like I said in the beginning, there are some employees here that are friendly, welcoming, and helpful, but overall, the culture of this location for whatever reason, just isn't up to the standards of other locations in North county. And yet I still come here to enjoy a beverage and get some work done because it is conveniently located. But that's the only reason.

*This review comes after another poor in-café experience at this location which is in stark contrast to a visit to another location over the weekend.

Although busy with drive through and in-store customers, that other location provided friendly and welcoming service at the counter (to everyone) and later with employees coming around to clean and ask if they can get anyone seated in the cafe anything (water, refill, etc). Followed by a "thanks for coming, have a great night" when leaving. It was a place I look forward to...

Update 28 Nov 2023.

About half a year has passed since my last visit to this location, but it seems the management still struggles with basic organization. On my recent visit on a Tuesday morning, November 28th, I was surprised to find the lobby closed off at 0750 AM. An employee, somewhat apologetically, mentioned a shortage of staffing as the reason for this.

The issue with staffing appears to be a recurring theme at this particular location, rather than an occasional mishap. Each visit, including this one, seems to reveal a new aspect of what could only be described as chronic mismanagement. The impact of this is clearly seen; customers are left confused and employees seem to be under constant pressure

While I understand that staffing can be challenging, the consistent nature of these problems at this particular location suggests a deeper issue with planning and management. It's disappointing to see such a pattern of oversight, especially as if affects both the customer experience and staff's work environment.

Management needs to find a different way to handle busy days because the current solution of forcing everyone to use the drive-through and kicking out customers already in the lobby is not acceptable for several reasons:

Changing store hours without advance notice is unprofessional and can harm the business. Customers depend on consistent operating hours, and unexpected changes can disrupt their plans and undermine their trust in the store.

The refill policy is affected when customers are suddenly forced to leave the store. Many people come to the store specifically to take advantage of this policy, and not allowing them to do is a breach of this policy

Corporate should examine the way store management handles busy days. This problematic approach was first observed around April/May 2022, and even during a recent visit in June 2023, the same procedure was still in place. There has to be a better...

So im local and come to this location when im close and today i came in there were 4 workers as i came in i was not greeted what so ever not one person said greeted me n got no someone with be right with you! i waited about 5 minutes during this time i noticed one guy looked at me standing there waiting to be helped 3 times not once dis he say anything at the same time as the drinks were being made and placed at the togo spot amd for here spot not one person was calling out names per each drink to let imdivoduals drinks were ready then finally the giy went and noticed there was a line behind me then went to the back crossing my path still said nothing to grab someone to help me then all of a sudden a minute later 4 employees came out!!!! Now the whole worker area is full of employees and finally got my order as a chef customer service is everything to me and my experience here was less than dissapointing i will give this spot another shot but i better b greeted the moment im seen to the moment i leave and i better hear customers names being called out for their drinks i had to guess my drink was ready ive been to alot of starbucks and this locations employees need to be reminded of customer service...