I am sure we all know the refill policy for ice teas and coffee. Same day, same cup. Of course there are always customers that try to cheat this policy by saving their grimy and stained cups from the day before just to save that dollar and some cents. I usually let it fly and let the customer know of this policy and still give them the refill price. However, this particular customer takes it to a new level. She sends her 7 year old daughter in the store to purchase these refills while she waits in her S-Class Mercedes to avoid any confrontation. I date the bottom of the cups again and make the drinks. The next day the husband comes in with the same cups asking for refills with the sharpie being completely scrubbed off. I again, tell the customer our policy and send him on his way. Today, while off the clock, I see the daughter cup back in with those same old, grimy cups while the lazy mom sits in the car. Don't get me wrong. I am by no means a Starbucks policy bible thumper, but this is just ridiculous. I am going to write on the cups our policy, with the date, along with our managers card for any questions...or I could walk out to this customer's car and say she owes $4.20 for her drinks; which I have NO problem doing for it could be quite entertaining.
By the way, the drinks are 2 Venti, 4 splenda, no water, light ice, green teas.
Customer Abusing Refills..rant
(71 posts) (46 voices)-
Posted 4 years ago #
-
XxVladxX: do it. They are abusing the system. And besides, it is the same day, without leaving the store. A seven year old coming in??? Give me a break. Don't do it anymore. I feel bad for the kid having to deal with this for her dumb mom.
Posted 4 years ago # -
Started cracking down on it at my store. Giving into the customer only makes it worse. I've told a person straight up, this is our policy, I've been here for <x> hours, and I did not see you here. If they throw a fit, I have the page to the policy tabbed and ready to open. This is absolutely not a 'just say yes' situation because it violates all ethical reasoning.
Remember guys, you can say no or if you have doubts ask your shift or store manager.
Posted 4 years ago # -
We cracked down on a customer today who KNOWS better. It is SO annoying!
Posted 4 years ago # -
Being a licensed store we don't do refills - at all. The people who know they can ask for a refill at a regular store don't take it well. They totally flip when we tell them, ask to talk to the manager, argue about what licensed stores "must do" etc...
On a related note I have an airport employee who has been getting away with something for weeks. He comes in and orders a tall coffee, which is $1.50 for airport personell, and then asks for it 1/2 steamed milk. For two weeks, the cashiers have been giving it to him so he thinks that's the way it's supposed to be. I ring him up for a misto, and he goes crazy. Anyway I'm not good at arguing so I rolled over and gave it to him but explained that it is a misto and would be charged as such from now on. Next day: guy comes in, I charge him for a misto ($1.89) and he goes nuts. I'm **** because he wants to argue, and this time I have partners backing me. So he stands and argues, demanding $1.50 for 2 minutes. What we ended up doing was charging him $1.50, then refusing to steam and milk. He poured out half the coffee, filled it with milk from the bar, then asked us to heat it. We told him sorry, no microwave (hellz yeah kiosk!). So then he goes to the manager, who is not up to date on this, and she just says "yeah that's a misto". His argument was that he had been getting that price for a while and my response was that was a problem, and we corrected it :)
I mean I honestly don't care if he gets over on the store by paying a few cents less, but it just made me mad that he wanted to argue about it.
Posted 4 years ago # -
Perfectionist: classic example of another spoiled-baby-brat Sbux customer. Wonder why the customers throw tantrums 'til they get what they want? Because of the near-constant recurring negative reinforcement given from Sbux to the customers.
"Just say yes" is a euphamism for "just play dead". I know some will say it comes down to judgement, etc. bla bla bla. Well, my judgement is to be firmer with policies, as in business you have to train the customers almost as much as you have to train employees. But at Sbux, customers are trained that if they cry and whine enough, they'll get it for free. And for most people, crying and whining isn't a problem at all. Especially when it takes little to nothing to get the Bux to give in.
Posted 4 years ago # -
speaking about cheating the system, there's this guy that comes in and orders a venti caramel machiatto in two talls, how does one deal with that?
give him 10oz in both cups instead of 12oz? (venti = 20oz)
give him 14 cross hatches on one and 2 circles on the other?Posted 4 years ago # -
Yarn, make it in one cup and pour it in the other two. A CM cannot be split like that without drawbacks, and if he is going to only pay for one he shouldn't avoid the drawbacks. I'm talking about the shots on top of the milk and the caramel - by nature if you split it it will be all mixed up and look nasty. If you don't do it that way he IS getting two talls.
Also don't give him sleeves. That should break him of the habit.
Again, the money isn't so much of an issue as he is making you do work and use more ingredients to save a dollar and some cents.
Posted 4 years ago # -
Not only are these spoiled disgustomers trying to cheat the system to save a buck, they're taking that buck out of our pockets in labor! Blacksheepbarista is right: Sbux has created bratty, whiny monsters with the "just play dead" policy and WE have to pay the price! Customers know they can pretty much throw a coniption fit and get us to bend over backwards for them.
Posted 4 years ago # -
OH how I do not miss those stupid **** that try to get something for nothing.
Posted 4 years ago # -
Particularly obnoxious are the customers who ask for a venti caramel frappuccino split into two cups, with whipped cream and caramel on top of both.
If I am on register, I charge for two talls, since 24 oz divided by two is, two 12 oz cups. If I am not on register and the register person rings up one venti, I give out the venti with an extra (empty) cup. I know it's minor, but it irritates me when people act like I don't know they're trying to cheat the system. I guess I just take it personally, and I've probably worked for starbucks for way too long, having become a policy nazi. It's the only way to triumph over the customers! If you have the book behind you, you don't have to "just say yes." And I love saying no. (when appropriate, of course)Posted 4 years ago # -
my DM said that the policy had changed and that the policy is free refills same day any store. When we brought up the issue of people cheating the system she said that if they have the nerve to cheat the system so be it and to just say yes and that it was not costing us that much to make them happy. I like the just say no method much better :)
Posted 4 years ago # -
i was abusing the refill policy at baltimore/jhu starbucks,,,but i would;nt ask 4 refill ,,they would just give it to me so,,,?...
Posted 4 years ago # -
@Tasomichael: just HOW do they give you refills, out of curiousity? Do you just bring in any ole cup, and the baristas comply with your order?
Quickie Rant: It makes me sick to take cups from homeless/dingy customers who dig their "cup" out of the trash, sometimes right in front of you, and then try to pull one over on you! Sicksicksick! I ALWAYS refuse, stating that it's a Health Code Violation.
It also bugs when certain customers take advantage of our kindness. We have this one lady who asks the new baristas for a refill on a white-frickin-mocha! WTF?! Then she wants to ask her to comp/credit her until she gets her SSI check! And please, please, please, don't ask me everyday for money to buy yourself cigarettes-support your own habit! I do!
Aaaaah much better! ;)Posted 4 years ago # -
Ew, ew and ew!
We also have customers bitching about not getting refills for fraps. Maybe they shouldn't suck down a $5 drink so quickly, eh?
Posted 4 years ago # -
Yup, I hate when bums come in and bring in the dirty cup from the trash. How about those people that want a kids hot chocolate, then walk over to the bar person and tell them to steam it at regular temperature.
Posted 4 years ago # -
no kids present=no kids drinks
Posted 4 years ago # -
@IloveSbux: hahaha! Good to hear from you again!
Posted 4 years ago # -
These bastards don't even flush the urinals, and they want refills? Give them a straw and point them to the restrooms!
Posted 4 years ago # -
I had this one couple walk in with a grande and a venti cup, and asked for a coffee refill and a LATTE refill. I explained to her that a) we can't refill lattes, it'll be at full price and b) coffee refills are the SAME DAY, SAME HOUR (though, I tell EVERYONE that and still give them the refill every time, just in case my DM or RM is there :) ) She then went on to say that she's talked to our DM and that he said it's ok to get a refill whenever. I said, "Well, Corporate is above the DM, and Corporate says same hour, same day."
She continued to ****, but whatever, I blocked her out and just went on with my closing tasks :-)
Posted 4 years ago # -
What about the lovely customer that is traveling, bought a venti in one city and wants to pay the refill price in another location.
Posted 4 years ago # -
Same hour? I thought it was just same day.
Employee, they should be able to. How would you even know?
Posted 4 years ago # -
I've always been told same hour. But like I said, I'll say that, but still give it to them every time. I don't actually enforce what I say lol
Posted 4 years ago # -
OK Used to be refills were 1 within 1 hr of purchase providing you did not leave the store. Then it was changed to as many refills as you want all day as long as you don't leave the store. This was to accomodate those people who were using the wireless for business or study for long periods. Could have changed in the last 6 months though.
Posted 4 years ago # -
Ditto Grandma.
Posted 4 years ago # -
I was told recently that it was same day within 2 hours...?Anybody know for sure...
Posted 4 years ago # -
The exact wording of refills does require a stay last i remember who knows now, however there is no time limit and the jacked up thing is they can order say an iced latte and then switch and get a hot coffee refill at refill price, yes seriously its policy that you can switch to hot coffee, iced coffee, hot tea or iced tea if you already bought some other drink for the refill price, so the genius of it is that technically someone could order a kids hot chocolate then try and pull a i want a venti refill coffee because there is no stipulation on refill size other than it only goes through as grande. We found all this out when my old SM totally challenged some guy trying to pull this ****, turns out his GIRLFRIEND was a shift at another store and basicly told him exactly how to screw the system and stay within policy limits. he even called corporate to find the exact page and wording of the policy and have it emailed to him so he could come back and shove it in her face like a total ****. so now i see either of them and they decafed for life.
Posted 4 years ago # -
ilivetodecaf- What a ****! I hate people like that. I seriously believe partners are some of the worst customers.
Posted 4 years ago # -
they really are, and i have had some partners bring in their friends and family or entire bible study group like 15 minutes before closing and order all kinds of crap and just generally make a mess. And it pisses me off. i don't even go to work on days i don't work. not even for tips anymore. i think the worst is when stupid know-it-all baristas try and teach customers how to make the craziest drinks or like certain things, for example i will never forget this complete **** named Florence, she would order a grande toffeenut latte but would want you to make it like normal then swoosh it back and forth in a venti cup and add more whipped cream, she would tell me the shots didn't taste right cause the hoppers weren't completely full cause some other idiot barista told her it could affect the flavor, (which is ridiculous cause through the whole milk, half a cup of "swooshed" whipped cream and toffeenut there was no way she could tell the flavor of the espresso) after some other idiot barista taught her this swoosh method for making a ridiculous drink... and SHE WOULD HAWK DOWN ON YOU, if you didnt make it right you would have to remake it 4 times (that was my worst day when i first started). theres a special place in hell for bitches like that.
Posted 4 years ago # -
i am not sure it if is written policy or not, but at our cafe we only give refills if you have been sitting in our cafe.
Posted 4 years ago #
Reply »
You must log in to post.