I was so p.o.'d that I was going to start my own blog. Found this one already exists. No surprise there. I've never been fan of SB but recd gift card this xmas. Went to drive thru across street from my neighborhood. Sign at the drive thru said $2 breakfast sandwich with coffee order. So I asked for the $2 sandwich and a coffee. Was told by the (emo-hair-dyed mindless futureless bimbette) employee that the special ended yesterday. I said the sign is right here in front of me and there is no date on it, so I'd like that $2 sandwich with my coffee. I could barely overhear some background "heated" discussion thru the speaker. Then this large headset-wearing, very angry woman, comes storming out the backdoor into the drive-thru lane in front of me. Turns her back to me, saying quite loudly "where is it?!?" Since there was no other persons there but me and her, and afore-mentioned bimbette is still at the window on the other side of the bldg, I spoke up and said "right there, next to you". I was ignored, she was repeating her orignal question, so I repeated my original response, at which time she whirled around and YELLED at me "I KNOW! I SEE IT!". She took the sign with her and walked away. The bimbette again said she would not sell me the sandwich for $2 but my coffee is now ready so I can pull forward to the window. I pulled forward to the window to an outstretched hand holding my coffee order, I made eye contact and said "You've got to be kidding" and I pulled away - resisting HUGE urge to take the coffee without paying. Next I'm going to share my story with Starbucks .... I'll let you know their response or, more likely, lack thereof. Thanks for letting me vent. There are SO many very good, and customer-service oriented, privately-owned coffee shops in my area - I will never support SB again and will spread the word.
Horrible Customer Service
(31 posts) (16 voices)-
Posted 2 years ago #
-
I hope they spit in your coffee. Good thing you'll never go back, I'd feel bad for them if they had to deal with you again.
Posted 2 years ago # -
Sometimes we forget to take down every sign that SB gives us. Both customer and partner were in the wrong. The customer for being a **** and maybe not realizing that we can't sell her/him the sandwich at that price after the special has ended. The computer system just doesn't work like that. And the partner for yelling at the customer outside.
Posted 2 years ago # -
(To Cinema) Ha! That's actually funny. The store treats a customer rudely and that's your response? Even if you are a die-hard SB fan, it's okay to acknowledge that particular location may need some Customer Service Training. Your comment was intended as a joke, right?
Posted 2 years ago # -
(To CoCoRosie) I still can't get my head around how I was "being a ****. I am p.o.'d now and that came thru my blog, clearly - but I was not rude to these people at the drive-thru. You know better that the Mgr could easily over-ride ANY computer (honor the advertised special and THEN go remove the sign).
Posted 2 years ago # -
@morgan, I assume you are in the Phoenix area. So am I. Would you mind sharing what store exactly this happened at so that I may try out a social experiment? Thanks. :)
Posted 2 years ago # -
@morganphx: I agree they should not have handled it the way they did. For starters running out to get the sign and yelling is pretty ridiculous. Even if they weren't yelling at you but just sort of yelling at the air (which may or may not have been what they meant to do) it looks pretty bad. Also not a good way to handle the situation is, if you have a promotion that ended and the sign is up and it has a date, you have to put your foot down. However, in this case I would say it is a just say yes situation (a Starbucks policy for tough customer situations). I would say the best practice in this case would be to manually discount it for you (since it won't come off automatically anymore) and tell you that because they left the sign up they will give you the promotion price this time. But that the promotion has now ended and they will make sure to remove the sign to prevent further confusion blah, blah blah.
However, I have one question for you. Why phrase it like this "I said the sign is right here in front of me and there is no date on it, so I'd like that $2 sandwich with my coffee". I don't know what tone you used but that just sounds confrontational and demanding. Not saying you meant it that way, but it's going to further escalate the situation. If they haven't been trained well in customer service it is all the more reason to think the person is just trying to do what they were trained to do, and doesn't understand that it is bad service. In that case if you phrase it nicer like "well because the sign is still up and it doesn't have a date for the end of the promotion, could you please give me the discount this time anyway?" At this point they will most likely do the "uhhhh" because they don't want to get in trouble. Then they might ask a manager, if they don't ask them to ask their manager if it's okay. Etc. What I am saying is, while the customer should be treated well, and I agree with you there, I certainly do. Using non-confrontational speech with customer service people, including I messages, requests rather than demands, is not only more polite, but it makes it more likely to get your way. It's the conflict spiral, we are all part of it. Perhaps the barista started it, but by continuing the spiral it makes the situation worse.
And as for the part "you've got to be kidding me" I understand that part, you were upset, not surprisingly so. But all the same, if instead you had asked if you could talk to the manager on duty. Maybe pulled to the side if their were cars behind you or whatever. And talked to them calmly about it, they might have reconsidered their actions, learned something from the experience, and maybe even given you something free for your inconvenience. What I am saying is, if you feel the way someone is behaving toward you is less than stellar, don't go **** for tat right back at them. Even if you don't think they deserve any politeness because they are rude (it honestly doesn't sound like the barista was all that rude, just wasn't particularly accommodating actually) going **** for tat right back at them not only makes you as immature as them. But, it also causes them to feel slighted, demanding stuff doesn't help. If you are nicer, you are more likely to get your way. If you don't get angry, the conflict disappears and it is much more likely you are able to make them realize their service might be lacking.
No offense, I myself work at Starbucks, but I have had bad experiences as a customer at various establishments that have left a bad taste in my mouth. So I really do understand how you feel. I am no taking sides here, not the side of the employees or you or anyone. What I am saying as that as both a customer and as an employee people have certain roles, and that if we all do our best to end the conflict spiral and be nice it will disarm tense situations. We all have responsibilities as people to be nice to each other and try to avoid stepping on each others toes. Do unto others and all that. But I do agree, that isn't really the Starbucks way. Just say yes is the policy, and I do follow it, regardless of my rather ironic screename.
Posted 2 years ago # -
And I am not suggesting you were rude, or meant to be rude. But being careful with phrasing is important, the way something is said can take a tense situation and send it spiraling out of control.
Posted 2 years ago # -
(cruisyeyes) N 32nd St & E Bell Rd
Posted 2 years ago # -
And if you really want to make a difference in their training, call their store manager.
Posted 2 years ago # -
(Just Say No) Correct that typed msg doesn't convey feeling, good or bad. And [now] I know I need to be specific on wording and describing inflection. Seems SB is a touchy subject out there...interesting human comment actually. So to be fair (even to "Cinema"), let me clarify. I asked for the sandwich and was told special ended yesterday. So I said, quietly, "Oh, okay....but the sign is here in front of me....I'm looking and don't see a date? (pause) Can I still get the special then?" That's when the background arguing came through the speaker, and that woman stormed out, never even looking at me. She was speaking loudly "Where is it?!" I didn't answer right away, thinking maybe she was talking thru the headset, but I did say "right there" - which I'd said quietly. So when she repeated her question, her sounding even more frustrated, I repeated myself, this time adding "right there next to you" (having realized I was pointing there the first time but her back was to me). That's when she spun around and yelled at me, truly yelled at me. It actually caught me off guard, so I sat there dumb-founded. Skipping forward to my going to the window, I did ask the girl at the window (...and nothing unique to SB but a sad commentary on some of the "sorry" customer service people out there, she was an air-head and completely useless) if the woman who came out to get the sign was the Mgr or if the Mgr was available. The girl was completely confused (or did a good job pretending) and said she had no idea who came outside (although it was the same person I heard her arguing with over the speaker). So again I asked for the Mgr; girl glanced over her shoulder and said "I don't see her anywhere." So I sat back and calmly said "You have got to be kidding me. Have a nice day." and I drove away. Trust me, we all have bad days and bad moments - me included. I've had verbal confrontations with strangers - give as good as I got and vice versa. This was not the case here. I am of the personal opinion that the woman who came out to get the sign was, in fact, the manager - general or shift, either way, in charge. Not knowing the sign was still there and the drive thru girl not having been trained to ask Mgr for help, were bad enough. But everything after that was a disaster and completely unacceptable - whether SB or any place else.
Posted 2 years ago # -
After reading that, I would say, calling the manager would be a good idea. Make sure to get the store manager. Not really the right way to handle a situation at all. They really need to work on it. And while Store managers have to hear a lot of negative stuff about their staff, they would still want to fix the problem.
There are quite a few rude customers, I don't get the idea you are one of them. It seems you are just frustrated because you had an experience that left a bad taste in your mouth. For the most part you didn't even really say much of anything out loud. More to yourself because you couldn't believe what was happening.
Please don't think we are jumping down your throat, we get a load of rude people who say everything you might have been thinking plus a lot more. Very loudly, in our faces, when we are trying as hard as we can to keep a smile on our face and be polite and accommodating. Some people can be very difficult and get very nasty. Like we try to explain to them very nicely that we cannot give them the refill price if they left the store and came back hours later (kind of how it works... well, anywhere). You wouldn't believe the vitriol we get. And we smile. But they still get really angry. So we come hear to vent about the people who go crazy at us all the time.
So sometimes when someone comes here and has a legitimate complaint about customer service, people get a little irked. ;)
It's amazing about inflection too. Sometimes I don't think I mean anything with my tone, and customers have picked up something that I certainly didn't intend at the time. And on future reflection still can't realize that I ever did. Sometimes people find a tone that isn't even their. So it's true sometimes you can't win. But it's also true that some people are very auditory and pick up little "signals". Shrug. You can't win em all, some people will never be nice. But I just try to do my best no matter what side of the counter I am on, at understanding their position, and trying to remain calm and agreeable. :)
Posted 2 years ago # -
@morganphx. Seems like you are mad enough to post several times in this forum. Regardless of anything, Starbucks policy is a "just say yes one". A Manager, Shift supervisor or barista can carry this policy out. Clearly this issue was Starbucks oversight. All that had to be done on Starbuck side, was to "markout" the item, and not charge you for it. All partners in this forum knows what that means. Then, whoever the shift, or manager was, could have apologized to you, and taken the steps to remove the sign. I suggest that yes, you notify the Store manager, AND, call Customer Relations @ 1-800-23-LATTE. Good Luck!
Posted 2 years ago # -
I mean despite my ironic screen name, just say yes is the policy and should be carried out.
To clarify I wrote my screen name because I believe the policy created a monster. While meant as an empowerment tool so that anyone of any level can fix a difficult situation by "just saying yes" without fear of losing their job for giving something away. I feel that in many cases it has cased the entitled sort to become rather bold, and use it as a bludgeon to get their way. It is used to abuse barista's, abuse Starbucks policy etc.
You might read things about barista's getting back at people on this forum. It is used as a passive aggressive way of fighting back when people are being abused and don't have the ability to defend themselves outwardly without risking their job (which could be all they have to pay the bills). I believe most people on this forum would agree that we do our utmost to never START anything. Period.
Posted 2 years ago # -
@morgan, I used to know the manager at that store, don't know if she is still there. If she is I understand your frustration. I'll let you know of my findings in a while.
Posted 2 years ago # -
Thank you all for your positive feedback. It is refreshing. My friend's son is a barista at a SB in Scottsdale. For any of you not in AZ, Scottsdale is a resort town - with the high income families that suggests. I hear all too often of the nonsense he puts up with and the abuse he's subjected to from customers. And I know how he handles it. Maybe that added to my astonishment at this particular location's attitude, because it wasn't only one employee. I did send a note to SB Customer Service online (hopefully, I conveyed myself correctly, it was a bit different from my initial blog here at least). But honestly I have zero desire to go back to that particular store. If the problem is that rampant there, it might be a while before they can get it under control. Again, I thank you for my leaving this blog with a good impression of the "pro" group =)
Posted 2 years ago # -
I was being sarcastic to an extent. Just Say No is correct in saying that you sounded particularly stand offish. I just don't understand why you continued to be sore about it after the barista told you the offer was over. We still have pumpkin spice on our menus because we haven't switched over to new ones, but the pumpkin spice was seasonal, and we not longer serve it. Do you deserve your drink for free because of it? No.
Sounds like whoever went outside to find the sign was a total assh0le though. I would've been put off by this behavior as well. Perhaps the closer was told to remove the sign at the end of the night but forgot, and the barista was upset that he or she hadn't, not necessarily at you but it does seem to come off that way. I don't think you need to call the manager or whatnot, not because what happened was wrong, but because it's Starbucks. If you were at a restaurant paying 20% on top of your bill for service, fine, call the manager if you feel you were mistreated. People in this sector of the food service industry (see: fast food) generally don't care and aren't paid enough to care.
Posted 2 years ago # -
Morgan, I sympathize with your experience and I do not think you did anything to deserve that kind of experience. We've all established that you were treated very rudely by an out-of-line partner. I'd like to establish now that you most likely don't know the girl in the drive-thru, who may be a new(ish) employee; and is probably not mindless, futureless, or a bimbo.
Remember, I still think you received terrible service! I just think maybe you were really, really mad while typing about the (seemingly) innocent drive-thru barista.
Posted 2 years ago # -
@morganphx. I can't emphasize enough....call the 1-800 number!!! Take the time and do it! AND tell them you refuse to revisit this store.
Posted 2 years ago # -
@OP
Forget the woman who yelled; that was uncalled for, I agree.
However, I really think the rudest part of this was the "bimbette" comment. That sort of mental processing and judgement based on a few minutes of meeting someone (at what can be a stressful job) who is trying to follow protocol because:
a) the computer system will not allow her to let it slide,
and
b) she will not lose her jobis rather unfair.
It makes me truly sad to think that the people coming through my store may see me and judge me based on my choice of hairstyle or brand of shirt or makeup preference. The quality of customer service that I offer has nothing to do with my personal appearance.
Posted 2 years ago # -
So she's a "mindless futureless bimbette" bc she won't give you your $2 breakfast sandwich? Stfu fatty.
Posted 2 years ago # -
^ Hahaha. so much win.
Posted 2 years ago # -
I'm not a huge fan of you morganphx.
This isn't for customers to complain #1. Go to MSI or call the District Manager of the store. Going here or blogging isn't going to fix this barista's attitude.
Secondly, grow up with that mindless, futureless, bimbette comment. After reading your post, I could venture to guess that's who you are, but I wait to judge.
Third, why you are being so petty about a lame sales offer is confusing to me. It was a lousy deal and the sandwiches are awful. And plus, the barista said it was over and you really were still asking for it? Wow.
Lastly, I have an extremely, and I mean extremely hard time understanding why this barista would be screaming at you. It makes no sense unless she's mildly retarded. It makes no sense why they would just be flying off the handle at you and carrying on like that. And if that's really what happened, what do you want me to say? Of course that's ridiculous behavior but again, nothing is going to be done by coming here.
And you should always be patronizing locally owned shops. I would only go to Starbucks if I needed to pee.
Posted 2 years ago # -
while i mostly agree with you becca, this statement particularly confuses me:
"This isn't for customers to complain #1. Go to MSI or call the District Manager of the store. Going here or blogging isn't going to fix this barista's attitude."
maybe i've missed something, but this site came across- to me- as a general anti-starbucks website in which most posters happened to be partners unhappy with their jobs. seeing as the majority of the userbase here are employees, anyone with half a brain could waltz into the forum and realize that they're going to receive some clashing feedback if they are customers who wish to complain about starbucks service. all the same, i can see why customers would enter this website under the assumption that their complaints would be acknowledged...and i really don't see why they shouldn't be, unless there is some statement on this website that specifically reserves the entitlement to voice hatred toward starbucks for partners. anyway, that final sentence could be turned against you...ranting the way you guys do on here won't fix the attitudes of the customers.
i mean no disrespect, i understand the purpose of this website for you partners as an outlet for your frustrations and i deeply sympathize with your troubles as employees. i realize you'd be hard-pressed to locate some really reasonable customers who have joined this site, so i can understand why you guys express a degree of hostility toward some of the customers that do come here and post. but i only mean to address the "this site isn't for customers" comment, because i've seen it before and don't understand why a customer's point of view should be rejected unless it's unreasonable/disrespectful.
Posted 2 years ago # -
just decaff them all....customers like that need to calm down and it proves what we baristas have to go through everyday wrking at this pit because these customers believe they are entitled to everything...WELL YOUR NOT!!! YOU WILL GET DECAF MORGAN AND have a big bowl of SHUTTY AND LIKE IT...man Im really hating customers more and more everyday I wrk here, even hate some of my fellow baristas who have to do eveything by the book...BRR shhh yeah right there getting resteamed mystery milk and decaff shots that have been sitting............peace to my hard working fellow baristas
Posted 2 years ago # -
Sorry, moonpie. I don't welcome customers here. This forum is the only place where people who know what I go through 40 hours a week are and can relate. You can't relate to me. You don't understand half of the stuff we talk about here. I don't understand why customers come here at all.
Posted 2 years ago # -
well, dealing with 130 kids every day and their parents, i know what its like to deal with people who push your buttons. but i understand your point of view, and if the userbase started piling up with dissatisfied customers, this place wouldn't work out so well as a frustration outlet for you guys. sorry if i irritate you being here, this whole forum is a bit of a learning experience for me...i'm not here to bug anyone with my inexperienced comments.
Posted 2 years ago # -
I honestly don't mind customers coming on here unless they're here to tell us how we're such bad, miserable people and that we should stfu, gtfo and find a better job. It's all been said over and over again, and if I could find a better job, I'd take it in a heartbeat.
In a way, I'm a bit embarrassed about how seethingly bitter we all get on here, but then again .. it gives lurking customers an idea of what we have to go through for our crappy wage. And in say moonpie's case, they can empathise. It promotes understanding and, hell, a little bit of <3 and being rad to each other. Happy customers mean happy baristas. There's never been a case, for me atleast, where a friendly customer hasn't put me in a better mood at work.
Posted 2 years ago # -
@op
I can sympathize that the whole yelling thing was out of line, but this "(emo-hair-dyed mindless futureless bimbette)" from just the few seconds maybe a minute of interaction and you come to this conclusion? I really must thank you for confirming what I've always assumed about my customers that the minute they're done talking to me and have gottent their coffee they just assume I'm the scum of the earth. This is possibly the most stressful job one could have all I ask of customers is that you calm down a little bit its just some coffee and a sandwhich (and not really even a good sandwhich either). If you've got stress please don't take it out on us we all have stress put on us already from our own lives our own things we deal with don't give us more. Thank you.Now with the whole yelling thing for real mate call the hotline or send in a email or somehting cause no store should be acting like that.
Posted 2 years ago # -
@Just_say_no, You really did a great job of explaining that situation. I wish we had the authority and the time to explain things to customers just like you did and I wish customers would take the time to listen just like Morganphx did.
I wonder why the Starbucks handled the situation so poorly though...I hope things work out for Morganphx!!!
I do agree that this site is more for..."us to take out our frustrations" but it is nice to hear what triggers the customers to react in certain ways. Some customers are just down right crazy though!!!!
Posted 2 years ago #
Reply »
You must log in to post.