THE WORST manager in any customer service related business I have EVER come into contact with. So bad I'm writing corporate as well.
I often wonder, as I am a minority woman, if my caucasian husband would have been treated the same. Judging from my past experiences, I'm willing to bet this manager I'm speaking of would have been more respectful towards my caucasian husband. That's the feeling I got!
Anyway, this manager is short, Caucasian, longer straight hair, on the chubby side for lack of a better word. I will find out her name.
I order on the mobile Ap. The point of the mobile Ap...anyone? To pick up order so one doesn't have to wait in line.
I arrive and enter the building at 5-8 minutes until my order is ready. I see 2 of my items ready, one of which a hot coffee. I wait patiently follow the rules of the ap.
At the 2-5 minute alert the manager asks me if I'm picking up an order, I say yes and she says "we're waiting on one more item". That's not news to me as I've been waiting 6 minutes watching people run around Starbucks but no one seems to finish my order. So I ask her can I grab my coffee while I wait for my one item? She says, "No, we usually give the whole order together". I've already paid for my coffee give me my coffee I'm thinking!!!!!
I'm waiting now 8 minutes and still no sandwich, why did my husband order a sandwich I'm thinking...
the Ap says, your order is NOW ready. Still no sandwich. I clearly see they are busy but come on people, admit your forgot about me and my sandwich own the mistake and apologize. I wait 3 more minutes then say, "my Ap says my order is ready".
The rude manager responds, "it's coming" and I think, its not coming, I'm watching the entire process of this unorganized Starbucks. Why would you just straight up lie to me?
I then say, "we'll at least can I have my coffee?!?" She goes, "fine" and literally shoved it in my face. I've had it at this point- why did I even use the mobile Ap, I should have just showed up.
I say to her, "I've been waiting 10 minutes, 4 minutes past my order being ready, no one has made my sandwich- I've watched my drinks sit here for almost 15 minutes- just please finish my order so I can leave."
She didn't hear all that I said because she kept cutting me off saying rude things and topping it off with, "we're busy, if this is the worst of your day than God forbid!" And WALKS away!!!
I'm stunned, am I dealing with a child? Walks away without resolving my complaint?? I can't believe a manager responded this way, not an apology and lemme stop what I'm doing to get your sandwich. None of that.
I then yell out in the store, "Can someone just make my sandwich!!!!" I'm about to leave then 2 minutes later, one of her employees on her own accord, note the manager didn't even ask her to help me. She took 5 more minutes to make my sandwich but I appreciated her acting more like the manager than the ACTUAL manager.
What an experience that was... I haven't had a customer experience so bad in years, I'm patient and nice and I'm in the service industry.
Mistake #1 give the customer their coffees if they are waiting... really, come on!
Mistake #2 apologize to the customer and stop what you're doing to make their sandwich- trust that your customer wouldn't complain unless there was an issue. Clearly customers using the mobile Ap are responsible, organized, efficient, planner type people.
Mistake #3 Respect your customers, you don't know their backstory. Do not say disrespectful things to your customers, be kind and courteous.
She should be FIRED!!!! I can't believe Starbucks is represents itself with disrespectful employees. I thought Starbucks was better then this. They may have lost a customer here. I'm literally typing a letter to Corporate Starbucks as we speak. read more