On Sunday, April 3, I had an absolutely awful Starbucks experience. Honestly, I hardly complain, but this one was enough to stick so badly in my memory, and sour my whole view of the company, that I had to write.
On our way home from Los Angeles (to Sacramento) my husband, daughter, and I stopped at Starbucks to grab a couple iced teas for the drive. The drive-thru line was long and didn't seem to be moving at the pace I normally see at a Starbucks, so I went inside while my husband and daughter waited in the car. The inside of the store was dirty. Sticky floors, flies coming out of the bathroom every time someone opened the door, napkins on the floor, but at least it didn't smell badly.
There were maybe four people in line in front of me. The line took about the average amount of time that a Starbucks line takes to get through, but my first warning (well, after the lack of store cleanliness) should have been the amount of people waiting for their orders. It had to be at least 20-25. I got to the front, ordered a Grande Green Iced Tea, light water, and a Grande Black Iced Tea, light water, and paid with the app on my phone. Then I waited. And waited.
People would receive their orders one drink at a time, having to wait several minutes from the time they got their first drink to their last. There were only maybe 5-6 people working from what I could see. They were working at a mid-level pace, definitely no sense of urgency. If the store is always that busy on a Sunday, it should be staffed appropriately, or at least staffed with people who can handle that level of volume. One of the baristas mentioned to another customer that it is always that busy on Sundays, nothing different or special about this one.
I could tell that every single person in that room who was waiting on an order was getting more and more impatient and upset as the minutes ticked on. I'm not sure if any other customers have complained about this day, but you can be assured that anyone visiting this location had nothing less than a terrible Starbucks experience. Not one single person in the 25+ minutes I was in that store left with a smile on their face.
That's right, I was in the store over 25 minutes for 2 iced teas. I checked the time printed on the tag on my drink, and checked the time I received my drink, and it had been almost exactly 20 minutes. 20 minutes to pour 2 iced teas. Even worse was when I could see my barista making the teas. She first made the green tea, gave it to me, did a few other things, then made the black tea. Are you kidding me? One of the most ineffective employees I have ever had the displeasure of watching work. I was a bartender for several years, and various positions in the food service industry before that, so I know how to put out drinks, I know you give your whole board a look-over and multi-task to get things done faster.
By the time I got my teas and left, I was so infuriated with my experience that I didn't even care how weak and watery the teas tasted. I would rather drink bottled tea or coffee from the gas station than ever give that Starbucks location another dollar. In fact, I have been weary of all other Starbucks locations since this experience. If that had been my first Starbucks visit, you can bet I would never return. read more