On Sunday 5th February 2023 at Starbucks 66 Wardour Street, London W1F 0TA, at 9:30am I ordered 3x Verde hot chocolates and requested it served in a mugs rather than a takeaway disposable cup. I was advised by Ms. Ligia - the supervisor, that the dishwasher was broken and she could not serve the drinks in a mug but only in takeaway cups. She explained that she cannot wash it by hand as the rule book stated this. We explained that the dishwasher not working was not a fault of the customer and we even offered to wash our cups after use. She refused this. We then explained that 2 of the elderly customers hands were not very nimble and needed mugs with handles. Only then did she provide 2x mugs and 1x takeaway mug.
I asked for the supervisors name which she spelt out to me that it was Ligia. When I showed her my phone whether it was spelt correctly, she took the phone off me and deleted her name!!! I was astonished. I asked her why she did this and she said she didn't have to give out her name. I asked Ms. Ligia whether she was the manager, she confirmed she was the supervisor. She then proceeded to speak to me in a loud voice asking why I wanted her name? I told her that I was going to complain about her service.
I returned to my seat.
After a couple of minutes, Ms. Ligia came over to our table and asked for my name. I refused to give it to her. At this point, she became very loud, rude and challenging. She did not deliberately care that her loud voice was heard throughout the whole shop. Ms Ligia felt because I had her name and she should have a right to know mine. I told her that I am a customer and have a right to know her name as her service was so poor and I had a right to raise this with Starbucks Head Office.
Ms. Ligia towered over me and shouted at me in front of the entire store with approx 20 customers, "you know my name, I have a right to know yours. Customers aren't always right. I gave you my name, you HAVE to give me yours." I am a grown adult who was very discreet with my intentions to request my complaint be handled fairly and impartially. Not only was my request shut down but I was made to feel intimidated, bullied and be shouted at.
I told her politely "No, I will not tell you my name. If you want to know, please check from the purchase I made."
I visit this Starbucks branch on 66 Wardour Street W1F 0TF weekly on Sunday mornings' and have witnessed Ms. Ligia having altercations with other customers. Quite recently, a customer visited the branch with silver coins wanting to buy a hot beverage. It was extremely cold and London just had a fresh coat of snow. She refused to serve and take his money as she said she had the right to refuse money that exceeded a certain amount of coins. The customer just wanted a hot drink and shelter from the outside snow. Ms Ligia threatened to call the police if he did not leave the shop. The poor man left angrily and extremely unhappy that he was treated in such a horrible manner. Some member of the customer actually commented she could of just taken his money but she was adamant her decision was correct. Add insult to injury, Ms Ligia actually called the police and when they arrived she played the defenceless, vulnerable victim. Where it was her who told the man to "Get the hell out of my shop". I feel so bad I did not intervene on behalf of the man but I was actually too scared of her.
Today, Ms. Ligia has made me feel extremely upset, humiliated and angry with today's experience. Without a working dishwasher should not be a reason why drinks cannot be served in a mug, especially when there were 20 clean mugs ready to use. It's bone idle laziness that she refuses to wash them by hand. Secondly, I have a right to know her name and position in the company to raise a reasonable complaint regarding her service. Next, Ms. Ligia had no right to take my phone and delete her name from my phone. Finally, Ms. Ligia certainly crossed the line when she approached me and my family at our table, towered over me, invaded our private space and demand to know my name and proceeded to shout out her demands knowingly to create an ugly scene in front of the entire store of approximately 20 other customers. Everyone was staring, witnessing and heard the altercation.
I am hugely embarrassed and intimidated by Ms. Ligia's actions. read more