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CB Bars and Cafes Starbucks Complaints #162-181
Starbucks

Starbucks review: Mobile pick up service

K
Author of the review
11:48 pm UTC

First and foremost, I am not a typical complainer. I find most complaints to be first world problems and I know I shouldn't be consuming this poison anyway, but it is tasty, and I am addicted. So there's that. My issue is with the Sylmar, California location when you enter the store at the pickup window for mobile orders. I live around the corner and try to avoid that store knowing it will be an issue every time. Instead, I drive 10 minutes to the next store in San Fernando because they are on it and have it together. In the Sylmar location, every single time I go to retrieve my order, one of two things happen: I give the person my name, and they tell me it's not ready when it is eventually discovered it has been sitting there the entire time. I don't ask because I don't want to be an intrusive person and I silently wait about 10 minutes or so, when it has already been ordered to 10 minutes prior. In this situation, when I get it, it is 100% of the time, lukewarm. I never ask them to remake it. I just suck it up for 5.45 each time. The other situation occurs when I go to the counter, and they haven't made it yet. It appears they don't make your order until you go into the store and tell them you are there. Although this may be policy, but if so, it is genuinely ineffective and frustrating for us who plan their lives assuming things will be done as they should be in the world. On these occasions I end up waiting... Waiting... Waiting and don't go to the counter to not be an annoyance. I worked in food service in my younger years and understand how frustrating it can be. After everyone is gone, and I am the last one (even though I am always there before others), which is always about 10 minutes later, I decided to approach the counter that I have been standing in front of waiting patiently and ask about my order. Each time, it is there on the side somewhere out of site. Point being, NOBODY calls names or orders out at this store. This is a necessary protocol and I assume it is one as it is done at every single store I have been to. Again, I hate complaining, but you all should know. The employees are very nice and pleasant people. They are always working and the store is immaculate. But nobody is on the same page at that store. I really am not exaggerating. I have been getting my coffee from Starbucks for the past four years. Furthermore, I drink two hot drinks per day, every day. There is literally perhaps a handful of days I have not bought two drinks per day in the last few years. I know that's not healthy, but I have learned to function that way. I am a doctor and my hours require me to be alert and functional. Maybe just getting everyone on the same page at that location and mandating they call names for mobile orders would help the situation. I know I am not the only one who feels this way. In passing chitchat, it is frequently mentioned by my colleagues and peers that people avoid that store specifically because of this issue. Anyhow, blessings to you all. Thank you for receiving this complaint/concern/frustration.

Desired outcome: Change in procedure

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    United Kingdom
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