Starbucks — Restaurant in Springfield

The barista's mop squeaks rhythmically across the polished concrete floor as I wait—and wait—for my morning cortado at the Starbucks on East Columbus Avenue in Springfield, Massachusetts. Twenty-five minutes later, I'm still waiting, watching a steady stream of drive-thru customers receive their orders while my simple drink remains mysteriously elusive.

This isn't just any Starbucks. It sits in a city that knows something about resilience. Fourteen years ago, an EF-3 tornado with 160-mph winds carved a 38-mile path of destruction through Springfield, leveling 500 buildings and reshaping the landscape where this coffee shop now stands. That the location exists at all is a testament to the city's remarkable recovery—even if the service doesn't always match the effort.

The interior is undeniably handsome: warm wood-slat ceilings, hexagonal tiles in muted grays, and a striking coffee plantation mural that spans an entire wall. It's Starbucks' contemporary design language at its most refined, creating the kind of third-place atmosphere the company promises. The problem is execution.

During my 45-minute visit, I witnessed a curious phenomenon. Despite having six employees working, the handful of in-store customers seemed invisible compared to the endless parade of cars circling the drive-thru. Mobile orders materialized instantly; walk-in requests vanished into a void. When I finally received my cortado, it tasted suspiciously like steamed milk with a coffee suggestion.

The confusion starts before you even order. Many visitors arrive expecting to find the Starbucks that once occupied MGM Springfield's lobby, only to discover that location was replaced by a VIP lounge for high-roller gamblers. This standalone location, while geographically close to the $960 million casino complex, operates independently—and, based on reviews, problematically.

Springfield itself deserves better. This city of 154,000 has reinvented itself as a destination, anchored by the gleaming MGM resort and the Basketball Hall of Fame. The downtown pulses with new energy, and Columbus Avenue has emerged as a commercial corridor connecting these attractions. Yet this Starbucks, positioned to capture that flow, seems determined to test customers' patience.

The demographic reality is complex. Springfield's population is 46% Hispanic and Latino, with a median age of 33 and significant economic diversity. This should be exactly the kind of community where Starbucks' community coffeehouse model thrives. Instead, it's become a case study in how operational failures can undermine thoughtful design and strategic positioning.

What makes this particularly frustrating is the location's obvious potential. The building is modern and well-appointed, with ample parking and highway visibility. The bones are excellent; the execution is mystifying.

For travelers passing through Springfield—perhaps en route to the Berkshires or stopping at MGM—this Starbucks serves as an unintentional metaphor for American service culture. Beautiful spaces, premium pricing, and profoundly underwhelming delivery.

My advice: If you're staying at MGM Springfield, use the hotel's coffee options or visit the Gelato & Espresso counter in the South End Market. If you're a coffee purist willing to venture beyond chains, Springfield's downtown offers alternatives worth exploring.

But if you do find yourself at 1089 East Columbus Avenue, arm yourself with patience and low expectations. Consider it a lesson in resilience—both the city's and your own. Springfield rebuilt from devastating natural disaster; surely you can survive subpar coffee service.

Just don't expect it...

I’m going to preface this by saying I’ve worked for Starbucks prior for years and currently work at a coffee shop and bring this with the empathy and understanding I can muster because customer service jobs are difficult/horrific. I came here because I’m in town for my dogs appointment and I first enter to use the bathroom, literally disgusting. Like it has not been cleaned in actual days if not weeks. I then proceed to wait in line, one person ahead of me. It seems busy so I just figured I would order a nitro. I was in line for like 10 minutes, long wait but that is out of their control per se (difficult customer or someone had a lot of questions). I place my order and give them my name. I have a weird name I get it. I said it and I spelled it twice for them. I then proceed to wait for my drink. I’m waiting about another 10 minutes and I noticed a manager I presume because of the button up and slacks, calls out a nitro for someone who ordered after me. Name and all. So I then go up to the order pick up counter and notice a coffee matching my order but the name not even spelled correctly. Which is fine but I was like well maybe they didn’t want to mispronounce my name so they just put it down. No they put Cory and didn’t even bother to announce the drink or the name on the cup and left it on the counter. How am I suppose to know that’s my drink or it was even ready. I’m not one to leave reviews but how frustratingly easy it would have been to have put some consideration and effort into the service you provide. I don’t go to Starbucks because it’s a disgusting company and union busting all that jazz and today was a mistake and a reminder of the effects of corporations who run their employees to the ground. I won’t be going to...

Yesterday was the second time I went to this location and realized their workers are doing something shady with gift cards! On 4/17/25 I went through drive through and purchased a refresher gave the girl my card and she supposedly scanned it and said I still had a balance after so I gave her my bank card and was charged the $6.15 meaning nothing came off of my gift card?!? So I double checked the gift card according to the app I had a balance of 14.35 ……… sooo why did I pay anything out of pocket so I thought maybe she was new and didn’t actually scan it. The next day I go back and purchase the same strawberry lemonade refresher and a bday cake pop for my child I give them the gift card and yet again I’m asked for my bank card and charged $5.30…..I check my gift card balance and have a remaining balance as of today of 4 dollars and some change anyone from this establishment care to explain where the rest of the money went off the card!?!?! Because obviously something is not adding up and your employees are basically stealing from folks. I am by no means someone that goes there often so I have no reason to register cards so of course i conveniently cannot see my transactions smh but when gifted something I would love to be able to use said gift...