Starbucks — Restaurant in Springfield

I am on the fence about what rating to leave. My instinct is to leave one star. Just because my experience today was so frustrating. And I've had some other days that were also frustrating. But I have been to this Starbucks many times and had good experiences. So it doesn't seem fair to leave one star over a few bad experiences when I've had several good experiences. So I guess I'll go with three stars for now.

I made an online order at 2:46 pm today, Sunday, January 23rd, 2021. I arrived in the lobby 4-5 minutes after ordering. It is now 3:18 pm. I was standing and waiting in the lobby all that time. They were super busy. So I want to be understanding. But they never called my name or put my drink put on the counter. And no one asked my name when I walked in. People who walked up to the counter to order in person long after I had arrived received their orders while I was still waiting. many of the people with an online order would receive one drink and then have to wait another 10 or 15 minutes for the other items in their orders. At first, I didn't mind waiting, because I thought that at least I would have a nice, fresh drink. A little bit of wait is worth it to have hot, freshly-made drink with the whipped cream still intact.

Finally I asked one of the workers if I could just skip my tall peppermint mocha for now, and I would just come back and get it in the morning when they were less busy. This is actually the second time I have asked to do this because the wait was so long. The other time I had to do that, they said that was no problem. That day, I waited so long that my whole lunch break was over and my drink was never finished. But today, the worker asked me what my name was when I asked to delay my order. After I told him my name, he grabbed my tepid drink from behind the counter and handed it to me. All the whipped cream had melted in to a scum on top of the lukewarm drink. I asked him if they did not have the sprinkles that are supposed to go on top of the drink. I had seen them use the sprinkles several times while I was standing there in the lobby for nearly a half hour. The worker told me he didn't think they had any and he couldn't find them. I literally could see a worker behind him using the sprinkles while he said that. Just, wow. I'm sorry they were so busy. And I don't want to be too harsh. But, like I said, it's not the first time I've experienced something similar to this. Several times I have ordered a special drink with sprinkles and then ask if they don't have the sprinkles on top and they say they've run out. It's frustrating because I wouldn't have ordered the special drink if I knew the drink could not be made properly. If I am going to pay over $5 for 8 ounces of coffee, I guess I do have a higher standard of expectation.

Recently I walked over to this same Starbucks during my lunch break to grab some food and a drink, because it is very close to my work. But they were randomly closed. In the middle of the day, when their posted hours say they are open. I wish they could post that on the app somehow. When you only have a limited amount of time for your break, it's frustrating to waste half the time going to a restaurant that is supposed to be open at that time and then it's closed. Or if they really are out of the topping for your drink, it seems like they should mark on the app that that drink is not available unless you're willing to have it without the topping. Every time I've asked about a missing topping, they haven't been apologetic or offered to make a different drink or asked if I was okay with having it even though it was incomplete or offered to put an alternate special topping. They also have never said when I ordered the drink, "oh we don't have the topping for that, are you sure you still want to order it?"

Below I've attached a photograph of the nearly cold drink I was served alongside a photograph of the...

I am thoroughly disappointed and frustrated with my recent experience at Starbucks. I stopped by the location on Main Street to grab a quick coffee and pastry on my way to work. I had been looking forward to it all morning, but what I got was a subpar experience that left me feeling ripped off. The barista seemed completely disinterested in helping me, taking their sweet time to take my order and then getting it wrong. I asked for a grande iced coffee with room for cream, but what I got was a venti hot coffee with no cream. I was taken aback by the mistake and had to ask them to remake it, which of course took even more time. By the time I got my corrected drink, I had already wasted 10 minutes of my day. To make matters worse, the coffee itself was not even good. It was weak and over-extracted, with a weird flavor that I couldn't quite put my finger on. I've had better coffee at a gas station, let alone a supposedly high-end coffee shop like Starbucks. And don't even get me started on the pastry selection - the "freshly baked" muffin I bought was stale and tasted like cardboard. I'm not sure what's going on at this location, but it's clear that they're not taking pride in their work or caring about their customers. The whole experience left me feeling like I was just another number in a sea of caffeine-fueled zombies. As someone who used to be a loyal customer of Starbucks, I'm shocked and disappointed by the lack of quality and service I received. Overall, I would not recommend this particular location to anyone. In fact, I would advise people to avoid it altogether until they get their act together. One star is even too generous for this subpar experience. Maybe it's time for Starbucks to rethink their business model and focus on actually delivering good coffee and customer service rather than just trying to cash in on the brand's name...

This location is hit and miss. When they are busy, no one looks at you, you can’t get their attention for anything, your drinks get separated, your food comes out first and gets cold waiting on the amount of time it takes to get your drinks, and you basically have to reach behind the counter to get your own straw because they forgot straws and you’re being ignored. When they’re slow, they are quick to produce, make lots of eye contact, don’t forget to give you a straw, and the customer service is very friendly.

During a busy time today, I ordered two drinks and a sandwich on the app seven minutes before arriving. The guy that took my name handed me the hot breakfast sandwich and walked off, so the girl that made my drink had no idea it was mine. I finally got the attention of the drive-through window barista, and she was able to give me my first drink after waiting five minutes for that drink. Then, I watched them produce five more drinks on the cold bar for the drive thru while waiting for my second drink. Both of my drinks were cold, non-coffee beverages (so they went to the same place), but somehow five drinks got placed in between my two drinks. I waited approximately 15 minutes for two drinks. To top it off, after she was finished making my second drink and covered it and whip cream and topping, she sat it down on the counter and went back to her post to continue making drinks. I couldn’t get anyone’s attention, so I had to reach behind the counter and grab my own straws. During times where my service is poor, I’ve waited as much as 27 minutes for an order.

That being said, I’ve also had a very pleasant experiences at this location, which is why I drive out of my way for this location above the others in the area. The inconsistency on customer service is disappointing and you never know which experience you...