Starbucks — Restaurant in Town of Clay

I placed a mobile order for a matcha tea. I always walk in and pick up my order and leave a cash tip instead of adding it in the app. When I arrived, I noticed the drive-thru was empty which it usually is very busy. Since I was recovering from an injury, I decided to take advantage the drive thru service. Like I said, I never use the drive-thru. When I entered the lane, I drove past the ordering kiosk I thought since I already ordered and paid on the app I should just go to the window. The young woman who greeted me immediately started explaining that although I may have thought I could just bypass the kiosk because I had a small order, I needed drive back around the building and use the kiosk, and she "Would be happy to get my order". I explained I was just picking up a mobile order and was told previously that I could use the drive thru. Again she shot back with how happy she would be to get my order, but I would have to use the kiosk. I said okay, I'm sorry I misunderstood and next time I will stop at the kiosk before proceeding to the window. And again she shot back with how happy she'd be to get my order but I had to drive back through and use the kiosk. I thought I misunderstood and asked, "so you want me to drive around the building again and stop at the kiosk when my order is surely sitting right there?" (I was a little late.) And once again she assured me she would LOVE to get my order after I did that. I couldn't believe it, so I parked my car and walked in and picked up my order with NO TIP!, went to my car and said darn it. She WAS RUDE and CONDESCENDING, barking at me in some sing-song tone like I was 3 years old! So I went back in and when I got to the counter, there was a group of workers standing around since the place was practically empty which I have NEVER seen at the busy location! I asked if a manager was available. Then WHAT THE HECK, it was the RUDE YOUNG WOMAN! I looked at her and simply said, "Oh, so you're the one who needed to school me? Well, that is terrible CUSTOMER SERVICE!" And although I wanted to say more and ask her if she enjoyed her POWER TRIP, but no, I just left... Needless to say, if it was busy, I could understand maybe they didn't want orders to get mixed up? I don't know. However, I still don't think there is any excuse for treating a 60-something customer, who auto refills her Starbucks app to purchase mobile orders fairly often, to be treated with such disdain. =( Sorry Starbucks, I am turned OFF! YOU JUST...

On the morning of Saturday, 1/18/25 I ordered drinks for me and my fiancée for pickup through the drive-thru. The app said 12-16 minutes. When we arrived, the line was quite long as we anticipated. About 5 minutes in line the app reported our drinks were being prepared. Another 5-8 minutes and it said the drinks were ready. Still, it took another 15-20 minutes in line. We were at the part of the line where once you were in it, there was no getting out. So we had to stay and get through. When we finally got to the window, the employee quick gave us drinks and straws without any pleasantries or apologies for the unusually long wait. In the past when the line was this slow, we had been given a sincere apology and a coupon for compensation of our next drink. As we got back on the road, my fiancée told me her drink was wrong as it was missing the classic syrup that was supposed to be part of the drink. It had no sweetener whatsoever. Being far enough away that it was not feasible to go back, we stopped at a convenience store for some sugar (of course they only had one size that was $5). So now her $6 drink almost doubled in cost. I got home and crafted a letter to corporate detailing all of the above. Surprisingly, I received a response within a day. However, it was far from any satisfactory resolution. I was given an apology and an explanation as to why they could not do anything for me. Really? Corporate’s hands are tied? I really think that’s bull, but whatever. I was directed to call the location directly. That would be great, but the three times I tried so far were completely unanswered. It is upsetting that in times of rising costs, customer service is going severely downhill. I guess I’ll think harder before spending my hard earned money at a place that really doesn’t care if the customer is satisfied or not, both locally and at at the corporate level.

Edit to respond to their reply: I did contact customer service as you may (or clearly may not) have read above. Their response was that they had no power to help me and I should call the location. I tried several times unsuccessfully. That is why I posted here. If your best suggestion is a generic response,...

Worst starbucks in the area. I asked for two white hot chocolates with peppermint. I specifically asked for no mocha because I have a medical condition where I can't have much caffeine. They gave me some mocha coffee drink that isn't anything I have ever received from other starbucks locations. I have used the same wording in my order of white hot chocolate with peppermint for years and have never had any issues. When I asked them to confirm no mocha given what was presented on the screen, they said that it is not mocha, even though it clearly said white mocha on the screen.

I also noticed a croissant on the screen, which I didn't order and asked them to remove it. Some other person than the one I was ordering from answered in a rude tone and said it was added by mistake and quickly advised me to pull forward.

Also, a holiday themed border decoration blocks the part of the screen at the bottom where it shows the total. All you can see is the tax line, and no total cost was given verbally until the credit card reader was shoved in my face at the next window asking for a 25% tip.

The food I ordered, minus the two hot chocolates I dumped down the sink, can be seen in my attached picture. The total was 29 dollars. The high cost for a tiny amount of food and this horrible experience are the reasons I will not...