Starbucks — Restaurant in Saratoga Springs

Customer experience has significantly declined. I’ve been visiting and buying from this Starbucks every day since it opened—getting coffee once, sometimes even twice a day. Back when the experience was great, I used to buy coffee three times a day, always through the app, which is a key part of the consumer experience.

The first manager was an excellent one—this Starbucks has never had another manager like the one it had at the beginning.

I know the guy who always helps open new Starbucks locations by training staff and working there during the first few weeks. That guy truly preserves the brand, the essence, and the customer experience. I met him at the Starbucks Clubhouse in Thanksgiving Point about seven years ago. When this location opened, I liked it for its comfort—it was a great spot to read or even get some work done.

Since the day this location opened, I’ve been coming daily. I’ve seen great team members, men and women, who maintained the brand experience from day one to their last day working here. They genuinely made this place special—I wish they hadn’t left. They even took out the trash with a sense of pride, as if they enjoyed every task they were given.

The current team includes some members who don’t even try to hide their displeasure when they don’t like a customer. They no longer embody the brand’s essence or deliver the intended experience. Unfortunately, these are the ones who’ve been here the longest. The newer team members are always the most enthusiastic and committed to the brand experience—until they’re eventually worn down by the routine or the energy of the more senior staff.

I’ve noticed that when certain employees are on shift, the music is way too loud. It seems their need to stay motivated with music outweighs the importance of creating a pleasant environment for customers. Many of us—including myself—come here to read while enjoying a coffee.

The location and its spacious layout with plenty of seating make it a fantastic gathering spot compared to other Starbucks. But the team is the soul—the essence—of the place.

As a customer, I have no problem paying $6.12 for a medium (grande) coffee if the product and the brand experience are excellent. But in order to justify that price, they need to maintain quality and...

Giving this store a 1 star for the extreme lack of customer service. They occasionally make my drink wrong and when I ask them to remake it (COMPANY POLICY) they have the audacity to act annoyed and rude. The night manager needs to take a course in customer service. I messaged corporate to complain about my drink being made wrong 3 times in the last few weeks and they told me to go to the store and they’ll remake it. Always. Period. Full stop. Well when I went back to the store the gal working the window said “I’d need my manager to approve that”.. the manager proceeded to come over and basically tell me that if they’re making my drink wrong every time and I’m coming in for a remake they aren’t going to do it. I told her it wasn’t every time but like 2-3 times a month and she rolled her eyes and shrugged and said “k”. I ended up telling her I didn’t want her to remake my drink.She was so rude and again OBVIOUSLY bugged that I even asked. I said never mind and she said “k” and slammed the window closed. I drove home with my jaw on the floor. Completely shocked at how she acted, how she spoke, and how she treated me.

I am shocked at how this store has gone down hill. I used to love this Starbucks and would purposefully go to this Starbucks only and now you will not see me at your store any more. And I can just imagine the manager reading this and thinking good we don’t want you. But as a customer who comes 3-4 times a week, as a business owner I would be disappointed in my store for losing a customer...

I placed an online order while I was down the street from this Starbucks. It was a little before 9am so it was past the rush hour but this location is usually busy so I figured I'd get my order in to make the process smoother for everyone. I placed my order and went to the drive thru. Surprisingly, there was no line so I pulled up to the order screen and let the cashier know I had an online order. She said they were working on it and that I needed to pull up to the window. The girl at the window was very nice and handed me my bakery items and one of my drinks. Immediately after, another employee stepped over to the window and asked me if my app had a pick up time. I wasn't aware there was a time and looked. It did, in fact, say pick up in 4-7 minutes but they didn't look busy so I didn't think it was a big deal. She proceeded to lecture me that I needed to come between that time and because their machine was down and she didn't know how long it would take for my drink to be ready. Less than 10 seconds later, my drink was ''magically" ready and handed over to me. Wow! Would I have gotten the same lecture if I had simply ordered at the drive thru screen?? I actually gave them the courtesy of ordering ahead of time because I know how slow this location is and I was trying to be proactive. If I had shown up during my 4-7 minute pick up time, would my hot drink have been cold? This location needs to do some serious revamping and more in-depth trainings on how NOT to lecture the customer. Do...