Starbucks — Restaurant in Suwanee

My experience here has always been pleasant until recent months. In dealing with a girl I had not dealt with before, Kiera. I found that her customer service skills could use work. The first encounter I had with her was upsetting. I was handed the wrong order and when I politely acknowledged the mistake, she tried to claim that it was the right order and when I repeated the drink I originally ordered she rolled her eyes and took the wrong drink back. I waited patiently as she continued to speak to customers coldly and look at her coworkers impatiently, shrugging her shoulders in frustration. I finally received my drink and I said, thank you, have a great day. Without even a glance in my direction she went back to her POS.

That left a bad taste in my mouth so I called the store and I was greeted again by Kiera. When I said that I had just been there and would like to speak to a manager, she claimed she was the manager. When I asked her if she was the same lady from the window she paused and then proceeded to hang up on me. I called back and was greeted again by Kiera. I stated to her that we must’ve been disconnected because no way a manager at the establishment would hang up on a paying customer. I told her I’d like a manager. She insisted she was so I said fine. I apologized to her if I had done something to upset her when I corrected my order and then I gave her some critical feedback seeing that I’m in customer service as well and she seemed to take it well claiming her frustration was not with me but with her staff. Okay. However this morning in returning I still got the same old Kiera, with an unhappy attitude. A missing drink and her blaming her coworkers. She was unpleasant to me as I’m sure she recognized me and when I corrected her about a missing drink she blamed her coworker for being to preoccupied. I also had to request a drink holder that she originally offered me but I’m sure upon seeing me she chose against it. I’d call to discuss this with upper management but I’m sure I’d just be put back on the phone with Kiera. So here I am, writing a review I did not want to write. All this to say , I am very patient. I understand morning rushes are a lot to handle, but maybe Kiera’s position in management may be too much for her and I surely do not want to see her at the window anytime soon. I’m disappointed as I did like this Starbucks but whatever has changed in recent months, it has not been for the better. Messed up drinks people should be able to deal with, but if making customers feel unwelcome is the goal then you guys have...

This location has a total dirtbag working here...

I walk into this location order a triple grande caramel macchiato and sausage egg cheese sandwich, paid and waited by the pick up bar (Sunday April 10th 2016)... well this place is usually busy so I expected a wait, well there is a girl (black girl) who got her coffee and is waiting for her sandwich which the barista got on, the girl got her sandwich and left looking disgusted....

Me I got my coffee and told the barista I ordered a sandwich as well, which she tells "Tyler" (dirtbag) to expedite, Tyler tells her he has other orders (which btw are orders after mine) he is working on, so I wait and wait....

I am not pissed at this point, just annoyed so I am watching Tyler as he has my order, but crazy part he is treating white customers like they matter the most, walking around the counter to personally hand their orders, getting water when asked while making customers wait, but for minority people (I am Asian) he just screamed out their name to pick up at the bar. If it was one customer no big deal, but Tyler walked around the bar to personally hand 4 orders to white customers while 3 customers (1 black 2 Asians) he just screamed out their name to pick up at the bar.... crazy.....

This is where my mind was blown, Tyler doesn't inform the barista that they have only 1 sausage egg cheese sandwich left, so I am clueless, but there were 3-4 white customers that came in way after me but he gives one of them my sandwich which I paid for already .... me I wam liked dude "really?" .... I am pissed and just ask for refund on the sandwich not the coffee, but the manager said she would refund me fully which I kept offering to pay for the coffee but just wanted a refund on the sandwich...but they fully refunded my order.... and I look over at Tyler (which I think he should pay for the full order, even though I didn't get my sandwich) just smirks at me like I did something wrong.... I really wanted to make a scene, but didn't, I jump in my car and call the 800 number to complain....

It blows my mind this racist prick (TYLER) works here that has a large minority population in the area, he shouldn't work here if has that type of attitude and be grateful he has a job...

Either way, I am going go back to see if he is there, if he is, I will walk out...

And if you are minority and see Tyler working, be warned, you will get treated like dirt... more people need to speak up and write reviews if you were ever treated like dirt here or other places by people...

Sharing on behalf of my husband. So my husband placed a mobile ordered and went in to do some work. When he arrived, there were no drinks ready so he just sat down. After about 10ish minutes of being there he looked up and saw an order that could’ve been his. As he was walking over, one of the ladies who worked there grabbed the items and looked at him then gave it away in the drive thru. Fine, no problem. He just assumed it wasn’t his. He then mentioned that he was waiting for his items and she cut him off to say the estimated time on the app is wrong and he would have to wait. Then she just walked away. She was very rude to him. He then sat back down. Another 15-20 minutes passed by and he went back up. This time he spoke to a man and explained the situation. The man said “I remember making that order, we must’ve gave it away” …. So the order that my husband was going to get, the lady gave it away …. Anyway, the guy was VERY nice and he said they would make it for him. The lady mentioned earlier gave my husband his drink and danish and attempted to be nice that time, however, if she wasn’t so rude the first time he wouldn’t have waited so long. It doesn’t take much to offer good customer service. My husband is so respectful, I cannot fathom how someone could even be so rude to him. To wait 25-30 minutes for a drink and a danish is crazy, and that’s just the time he spent there. That doesn’t account for the time it took him to get there after placing the order on his app. I hope management reads this review and shares it with the employees. Please do better. We will continue visiting the other Starbucks locations in the surrounding area. We’ve never had an experience like this at Starbucks and hopefully we won’t have to encounter someone like her...