I've been coming to this Starbucks since May, nearly every Monday through Friday around 4:30 AM…read morebefore work, and occasionally on weekends as well. Since May, the experience has been consistently disappointing.
I rarely get a simple "hello" or "good morning." The baristas often seem more occupied with their own conversations, usually talking about someone, or simply don't acknowledge customers. I've always considered greeting someone when they walk through the door to be a basic part of customer service, regardless of how early it is.
Last week, my drink was made incorrectly even though the sticker was clear. I ordered a mango strawberry refresher and was handed a strawberry refresher instead. When I pointed out the mistake, it was brushed off casually, almost as if it were funny.
Then today, Tuesday, October 13, my drink was made, but my food items were completely forgotten. While I stood there waiting for the rest of the order I had already paid for, I was asked if I was picking up another order for someone named Vinny, as if I were an Uber Eats or delivery driver. I've been coming here since May, around the same time nearly every weekday, and I have never picked up anyone else's order.
Maybe I was spoiled by my previous Starbucks in Bolingbrook, where the baristas knew my name and were genuinely excited, bubbly, and welcoming every morning. It was always a pleasant way to start my day. The difference between that experience and this location is night and day.
I don't expect anyone to be overly cheerful at 4:30 in the morning, but basic courtesy, acknowledgment, professionalism, and accuracy shouldn't be too much to expect.
Rachel, I saw your name listed as the General Manager. I hope you'll take this feedback into consideration and provide additional customer-service training to your team. This location is convenient for me, but after months of this experience, I'd rather go out of my way to a different Starbucks or another coffee shop entirely.
