Starbucks — Restaurant in Town of Smithtown

Subject: Feedback on Poor Service Experience – November 6 Visit

Dear Starbucks Team,

I’ve been a manager for over 40 years, and I’ve never experienced anything quite like this.

On Thursday, November 6, around 5:50 PM, I visited your location through the drive-thru. Unfortunately, my experience was very disappointing. I ordered a pumpkin spice creamer drink and a toasted plain bagel with butter. I had to repeat my order several times because the employee seemed confused about what I was asking for. I requested a pumpkin spice creamer, but the employee repeatedly asked if I wanted a latte instead.

When I reached the window, I waited about eight minutes for my order. During payment, the card reader only displayed stars instead of the payment screen. The employee kept shouting, “Ma’am, read the screen!” even though nothing had appeared yet. When the tip screen finally showed up, I still chose to leave a $2 tip despite the rudeness. As I drove away and said “thank you,” the employee yelled, “Ma’am, you didn’t say thank you — respect, respect!” which I found extremely unprofessional.

When I got home, I discovered that my pumpkin spice drink was simply milk with no pumpkin flavor. I called the store and spoke with Chris, who was exceptionally polite and professional. He apologized and invited me back for a replacement drink, which he prepared perfectly. His customer service was outstanding and truly turned a negative experience into a positive one.

I spend over $200 a week at Starbucks and have always enjoyed the products and service, but this particular visit was disappointing. I sincerely appreciate Chris for his professionalism and dedication — every employee should strive to meet his standard of service.

Thank you for taking the time to review...

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