Starbucks — Restaurant in Town of Greece

This is the letter I have sent to your corporate to express drop concern on this location.

Dear Starbucks Customer Service,

I’m writing to express my deep disappointment and concern regarding the treatment I received at your West Ridge Road location (2585 W Ridge Rd, Rochester NY 14626). As a longtime customer and neighbor, I’ve always appreciated the warmth and consistency of your brand but today’s experience left me disheartened and disturbed.

I visited this location to order a Mint Majesty tea with two honeys, a small personal ritual I’ve adopted in honor of Charlie Kirk, a man whose life was tragically cut short by senseless violence. This gesture holds deep meaning for me, and I expected it to be met with the same respect I’ve come to associate with Starbucks.

Instead, I was met with confusion, and dismissiveness. I was asked three times what I ordered, despite clearly stating it each time. I was not asked for my name, not given the correct drink, and when I politely requested my change and the tea I paid for, I was met with some confusion and resistance. The staff ultimately handed me the wrong tea, and I chose to leave peacefully rather than escalate the situation.

This experience felt not only careless but disrespectful especially given the intention behind my order. I am asking Starbucks to respond with clarity:

• What steps will be taken to address the behavior at this location? • How will you ensure that moments of personal significance are met with dignity and respect in the future?

I believe in the power of community and accountability. I will be sharing this experience with others, not out of anger, but out of a desire to see meaningful change. I hope Starbucks will honor that spirit and respond...

This morning (4/15/23 @7:43) I went to the 2585 West Ridge Rd Greece, NY location as I normally would on my way to work on a Saturday. The line was short which was nice but the chaos for the drive through quickly showed itself. While in the line, the car in front of me pulls away and well, guess they didn’t want to wait any longer. I finally make my way to the window where a young man scans my app to pay for the order and hands me an iced coffee of some kind and a Ethos water. I looked at him and asked what’s this for. He thinks it’s my order and I tell him it’s not. He disappears and then a young woman comes back and asked what I ordered. I told her a venti iced white mocha w/soy, venti vanilla chai latte, and a sausage/egg breakfast wrap. Then she goes away. The man comes back and says sorry blah blah blah and something about the car in front of me pulling away and we charged you the wrong order but have refunded you that already. I’m dumbfounded at this point and he says to come inside to pay for the order and such. I told him I don’t have time for that and that’s why I come through a DRIVE THROUGH. I pulled away at this point and said forget it. In all of this, Starbucks, I’m just another number for you, so the honest concern for my experience I’m sure is minimal. And as someone who was born and raised 30 minutes north (Mukilteo) of your home store at PPM and a very loyal customer since the 80’s, I’m just disappointed. Your stores are ran like a HS job fair. It’s 1st world experiences like this that remind me why I really should choose a place that doesn’t gloat on its brand and success. Hiring competent people would be a...

In the past, I would have given this Starbucks five stars, but lately I’ve been disappointed. Just like many other Starbucks in the area, they disable order ahead when they get busy. I get it, the drive-thru line is out to the street. This is understandable, but it’s not acceptable to get in-person orders wrong. I’m not asking for seven customizations on my drinks.

The last two times I’ve ordered here, something got messed up. On my previous order, I ordered a grande nitro cold brew, but instead, I received a regular cold brew, which has ice in it. I was in a rush, so I just took it and left. Today, I ordered a grande nitro cold brew again and asked to use my free drink coupon. I have the Starbucks credit card and get a free drink every month on top of the stars I collect. I checked the app later and noticed the cashier used my stars. It’s not a big deal, but the stars don’t expire and the free drink does.

I’m not here to knock on this particular Starbucks. They have convenient hours, its clean and well-kept, and is in a good location, but if you’re going to take away the customer’s ability to place their order ahead (correctly), the least you can do is listen and get the order right. That’s literally the main part of your job.

Convenient hours. Good location. Not on top of their game like...