Starbucks — Restaurant in Virginia

I am a resident of Cascades, Sterling, VA, USA. I am a very loyal Starbucks customer. This is my worst experience at Starbucks coffee shop ever. When I went to the Starbucks store at the Countryside, Sterling store on 11/09/2023 around 10am, I received one of the worst customer service experiences in the US. Following this experience, I posted a review about a month ago, but it is being removed, reposted and then removed for (an) unknown reason(s) to me. I have a Starbucks rewards account which would show how often I happily go, spend time and money, mostly at the Cascades, Sterling location, which has a much better google reviews, rightly so. I worked as a customer service representative for a retail store and one of the issues we used to encounter was that we used to be told to prioritize the customers who would call to place an order, check inventory or place an item on hold instead of customers in the store. On the above mentioned day, time and location, I went to the Countryside store because I had to take care of something close. When I got to the counter to place the order, there was no representative at the Point-of-Sale while there were 5 representatives behind the counter. One of them was at the drive-thru window while 3 others were preparing drinks, obviously not for the customers in line in the store since there were none waiting in line. One representative who was standing next to the rep attending the drive-thru window, leaning against a table while doing nothing as far as I can see, ignored my presence. I thought she was taking orders from customers since she was wearing a headphone. Eventually, she said that someone would be there soon. What was even more baffling was that another rep who was a few feet away from me and preparing drinks for a drive-thru or online customer didn't even acknowledge my presence by at least nodding his head. Finally, I said enough is enough and left the store after getting the names of these 2 reps. It didn't come as a surprise to me when the reps not only didn't ask why I was leaving nor did they say sorry that they made me take this course of action. As I walked to my car, I met Maurice who is the manager at the said location, whom I have known for quite some time with whom I had long conversations about lots of things, especially customer service. He, then, offered me to give me the macchiato I intended to get earlier. I hesitated because I was very upset as the result of this poor experience. However, I decided to get the drink instead of going to the Cascades Starbucks, which is my favorite Starbucks shop which less than 2 minutes away. Maurice placed the order on the house. I explained what happened to him. He apologized and sympathized with me. Then, I left the store happily. I really appreciate it if the company addresses this issue. I will list the very big issues I deemed to be very crucial that Starbucks should address: CUSTOMER SERVICE. The biggest issue is that most of the stores are understaffed, especially during the rush hours, especially in the mornings. The drive-thrus create lots of traffic that the employees can hardly handle. Another issue is that, I heard that the employees don't get enough trainings and that they don't get compensated enough. I heard the same thing is true with the managers of Starbucks stores who don't get proper and thorough training in the standards of policies and procedures and they aren't getting compensated in the same level as other companies in the same sector or comparable fields. However, when I mentioned the above issues to the district manager of that area, she disagreed saying that it can easily be refuted since the numbers say otherwise. Another problem is that the reps are told by the company to prioritize and/or reps prefer the drive-thru and online customers in lieu of the ones in the store, who should have gotten the priorities. Another problem is inventory. This implies to things that are there one day but not a day later. I highly hope that these issues will be addressed sooner...

What a great way to start the morning. I’m not a morning person and need my caffeine when I do actually get up in the morning. So today I came here with my mom, I give the cashier my order my mom gives hers he then rings us up and we pay then go and wait. Some girl brought my mom her food but not mine, I didn’t think anything of it. 8 mins go by and we finally have our drinks and I ask her where my food is. Only to realize it hadn’t been rung up, so since it hadn’t I decided to change what I got, and paid again. Another 5 mins go by and she brings me what I originally ordered and I just let her know that I changed it (since it wasn’t originally rung up) she then FREAKS out and starts yelling at me about how I told her one thing and blah blah blah. Never going here again. Who wants to wake up in the morning and get yelled at by some random kid for their incompetence?! All she had to do was check the order!! Such angry rude employees. Only the cashier was nice and I felt like he was just...

The team is very friendly. I don't want to complain just want to let them know to SLOW down. I ordered my favorite Nitro Graham Caramel Cinnamon coffee. It is pretty inconsistent whenever I order so I decided to let you know. This morning as I walked back to work I noticed, no graham sprinkles were on top, no caramel flavoring and it looked like plain cold coffee with a light foam which is just air bubbles now. Not creamy at all which makes this drink amazing aside from the flavoring it is supposed to have. I am very disappointed. I should have gone back but needed to get to work. She clearly heard my order, repeated it. The label on my drink says GR Cinn Crml Nitro. It is not. Getting this coffee is a treat for me and not a regular thing for me so my money is very precious; maybe two times a month I get one most is 4 times and buying a bag of coffee beans. Please have your staff slow down and next time I will be sure to check my coffee...