Hello, I'm a long-time, loyal customer who has spent thousands (maybe tens of thousands) of dollars at various Starbucks locations across the United States over the past 20 years or so. I have meant to write an email for about 2 years. I finally felt compelled to do so. Let me begin with the comment that your staff members at this Winter Garden location are always pleasant and courteous. They always greet me when I come in and that was no different today. Very nice people. That said, here are my concerns in general about Starbucks nationwide:
1. The in-store experience has diminished considerably over the years. As a customer who prefers parking and walking in, I often feel that I'm a second-rate customer to the drive-through and mobile orders. Frankly, I think it should be the other way around. I have literally watched cars at the end of the drive through line get their mixed drink before I receive my drip coffee even though I walked right up to the counter and ordered my drink way before they even got to the window.
2. Immediately serve the drip coffee to the walk-in customer as a small gesture of gratitude for the walk-in customer. Do not put a sticker on the cup and put it in line behind 4 latte/Frappuccino's that were called in via mobile order or 6 drive through orders. That is maddening.
3. Condiment station: I realize this is slowly making a comeback but should have done so shortly after the pandemic subsided. I'm sure the corporate finance dept. has realized some savings to the bottom line, but it's frustrating trying to order a simple sugar & cream combo. Unfortunately, it is nearly impossible to request "a small splash of cream" without getting a super light, breve-style coffee. It doesn't seem to matter how I try to articulate "light," "skosh," "dark caramel in color," "whisper," etc. - the baristas dump too much cream in. To solve this issue, I've started requesting cream on the side which makes me feel terrible because an entire extra cup and lid are wasted in the process. Please see the attached photo from this morning which pushed me to action on this email. I requested "a very small amount of cream on the side" and received nearly 8 ounces of cream in a "short" cup. How is it even possible to empty all of this cream into my cup?! I poured my tablespoon of cream into my coffee then sadly dumped the rest (including the cup and lid) into the trash can. Please put the creamer back on the condiment station!
4. STIR THE SUGAR: When a customer orders from the drive-through, stir the sugar into the coffee. Even when I nicely request that someone stir the coffee when I don't have time to come in the store, they never do, and I end up requesting a stir stick and usually make a massive mess in my car trying to stir and drive. Sugar & cream do not combine equally in the coffee unless it is stirred up. Please send out an all-team bulletin on this.
5. The new clover coffee dispensers are inconsistent. I get that they were probably a massive capital equipment expenditure and there is no "un-ringing of this bell." That said, there needs to be some kind of training bulletin that goes out to assist team members with correctly using these machines. My expectation is that I receive a fresh, BOLD cup of coffee every single time. I do not expect to be able to see the bottom of the cup due to some kind of brewing error. I've literally tossed a fresh cup of Clover-made Starbucks coffee out after one sip because I don't have the time or desire to get back in line and haggle over a fresh cup of coffee. The old conventional brewing systems seemed to produce more consistently rich, bold coffee even if the temperature was sometimes dodgy based on how long the coffee had been brewed.
I used to be a big fan of Starbucks. I want to be a big fan again but I
Atmosphere: 3
Food: 3
Service: 4
Beth Puch
I get it mornings are busy but don't bother walking in to order. The drive through line is before you any mobile order is before you apparently. So who knows how long your order will take to be ready, waited 20 minutes for a cappuccino.
Jon brown
Keep filling up the cups even when you ask politely to leave room. Car always flooded with coffee. The food not warmed properly.
Atmosphere: 3
Food: 4
Service: 2
Casandra
I was very disappointed at this LOCATION I pride myself on being a secret shopper. On November 19 I came thur the drive thur to order my regular drink that I get for myself when I'm not secret shopping I'm very easy to get along with so when I asked for my Cold drink with no ice I hope to get MY MONEY WORTH I'm not paying for ice I'm paying for my Macha and Oatmilk. No other location has EVERY scammed me off my DRINK I drive to many locations, including the ones in the service Plaza here in Orange County. The service was trash on top of that were arguing with me TO STILL MAKE MY DRINK WRONGGGG. I DONT CARE I WILL WRITE BAD REVIEWS TIL SOMETHING IN THERE CHANGES ITS RIDICULOUS HOW MUCH MONEY I SPEND AT ONE TIME FOR THEM TO LITERALLY SCAM ME OFF A DRINK IS BEYOND ME !!
Atmosphere: 1
Food: 1
Service: 1
Nancy May
Drive thru service helpful efficient and accurate . Love the smiles and customer service
Service: 5
Diana Razo
My favorite coffee is soy late
Atmosphere: 5
Food: 5
Service: 5
Heidi Petersen
Stephen consistently provides outstanding customer service!
Atmosphere: 5
Food: 5
Service: 5
Natasha Hernandez
Been coming here for a few months faithfully. I live about 30 minutes away but this Starbucks is worth the trip for me. The customer service at this location is top tier. One of the only two locations that actually makes my drink correctly. The best part is the service is amazing no matter on what day you come. Please keep up the amazing work you guys and don’t let any negative reviews change the amazing service you guys provide. Signed Venti Iced Matcha with Vanilla sweet cream and 3 pumps of cinnamon dolce.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Bacon Gouda & Egg Sandwich
Al La Far REI
They make the best Macha coconut latte!
Atmosphere: 5
Food: 1
Service: 5
acmikie
My mom and I just went through drive thru and I want to commend Stephen for going above and beyond with his customer service today. It's refreshing to see someone provide EXCELLENT service in the drive thru when others tend to rush you and don't even smile as they hand u their order.
The Drive-thru employees are awesome. Very fast, and very friendly.
Atmosphere: 4
Food: 4
Service: 5
Prof “p” Reid
Unfortunately, my car broke down while in the drive through which blocked folks from being able to get their morning cup of Joe. However, the staff was so considerate and did not lose their marbles although I know we were blocking business. They quickly asked to help, provided water, rerouted cars for service, and continued to check on us despite this huge inconvenience for business. Top star customer service! Thank you to the morning staff at Starbucks!!
Atmosphere: 5
Service: 5
Naim Ruiz
Spent waiting 20 minutes for 1 drink and another 20 for another. There's been multiple times when the frappes come very watery and melted. Asked for it to be remade and received attitude back. Very disappointing.
Hello, I'm a long-time, loyal customer who has spent thousands (maybe tens of thousands) of dollars at various Starbucks locations across the United States over the past 20 years or so. I have meant to write an email for about 2 years. I finally felt compelled to do so. Let me begin with the comment that your staff members at this Winter Garden location are always pleasant and courteous. They always greet me when I come in and that was no different today. Very nice people. That said, here are my concerns in general about Starbucks nationwide:
1. The in-store experience has diminished considerably over the years. As a customer who prefers parking and walking in, I often feel that I'm a second-rate customer to the drive-through and mobile orders. Frankly, I think it should be the other way around. I have literally watched cars at the end of the drive through line get their mixed drink before I receive my drip coffee even though I walked right up to the counter and ordered my drink way before they even got to the window.
2. Immediately serve the drip coffee to the walk-in customer as a small gesture of gratitude for the walk-in customer. Do not put a sticker on the cup and put it in line behind 4 latte/Frappuccino's that were called in via mobile order or 6 drive through orders. That is maddening.
3. Condiment station: I realize this is slowly making a comeback but should have done so shortly after the pandemic subsided. I'm sure the corporate finance dept. has realized some savings to the bottom line, but it's frustrating trying to order a simple sugar & cream combo. Unfortunately, it is nearly impossible to request "a small splash of cream" without getting a super light, breve-style coffee. It doesn't seem to matter how I try to articulate "light," "skosh," "dark caramel in color," "whisper," etc. - the baristas dump too much cream in. To solve this issue, I've started requesting cream on the side which makes me feel terrible because an entire extra cup and lid are wasted in the process. Please see the attached photo from this morning which pushed me to action on this email. I requested "a very small amount of cream on the side" and received nearly 8 ounces of cream in a "short" cup. How is it even possible to empty all of this cream into my cup?! I poured my tablespoon of cream into my coffee then sadly dumped the rest (including the cup and lid) into the trash can. Please put the creamer back on the condiment station!
4. STIR THE SUGAR: When a customer orders from the drive-through, stir the sugar into the coffee. Even when I nicely request that someone stir the coffee when I don't have time to come in the store, they never do, and I end up requesting a stir stick and usually make a massive mess in my car trying to stir and drive. Sugar & cream do not combine equally in the coffee unless it is stirred up. Please send out an all-team bulletin on this.
5. The new clover coffee dispensers are inconsistent. I get that they were probably a massive capital equipment expenditure and there is no "un-ringing of this bell." That said, there needs to be some kind of training bulletin that goes out to assist team members with correctly using these machines. My expectation is that I receive a fresh, BOLD cup of coffee every single time. I do not expect to be able to see the bottom of the cup due to some kind of brewing error. I've literally tossed a fresh cup of Clover-made Starbucks coffee out after one sip because I don't have the time or desire to get back in line and haggle over a fresh cup of coffee. The old conventional brewing systems seemed to produce more consistently rich, bold coffee even if the temperature was sometimes dodgy based on how long the coffee had been brewed.
I used to be a big fan of Starbucks. I want to be a big fan again but I
Atmosphere: 3
Food: 3
Service: 4
I get it mornings are busy but don't bother walking in to order. The drive through line is before you any mobile order is before you apparently. So who knows how long your order will take to be ready, waited 20 minutes for a cappuccino.
Keep filling up the cups even when you ask politely to leave room. Car always flooded with coffee. The food not warmed properly.
Atmosphere: 3
Food: 4
Service: 2
I was very disappointed at this LOCATION I pride myself on being a secret shopper. On November 19 I came thur the drive thur to order my regular drink that I get for myself when I'm not secret shopping I'm very easy to get along with so when I asked for my Cold drink with no ice I hope to get MY MONEY WORTH I'm not paying for ice I'm paying for my Macha and Oatmilk. No other location has EVERY scammed me off my DRINK I drive to many locations, including the ones in the service Plaza here in Orange County. The service was trash on top of that were arguing with me TO STILL MAKE MY DRINK WRONGGGG. I DONT CARE I WILL WRITE BAD REVIEWS TIL SOMETHING IN THERE CHANGES ITS RIDICULOUS HOW MUCH MONEY I SPEND AT ONE TIME FOR THEM TO LITERALLY SCAM ME OFF A DRINK IS BEYOND ME !!
Atmosphere: 1
Food: 1
Service: 1
Drive thru service helpful efficient and accurate . Love the smiles and customer service
Service: 5
My favorite coffee is soy late
Atmosphere: 5
Food: 5
Service: 5
Stephen consistently provides outstanding customer service!
Atmosphere: 5
Food: 5
Service: 5
Been coming here for a few months faithfully. I live about 30 minutes away but this Starbucks is worth the trip for me. The customer service at this location is top tier. One of the only two locations that actually makes my drink correctly. The best part is the service is amazing no matter on what day you come. Please keep up the amazing work you guys and don’t let any negative reviews change the amazing service you guys provide. Signed Venti Iced Matcha with Vanilla sweet cream and 3 pumps of cinnamon dolce.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Bacon Gouda & Egg Sandwich
They make the best Macha coconut latte!
Atmosphere: 5
Food: 1
Service: 5
My mom and I just went through drive thru and I want to commend Stephen for going above and beyond with his customer service today. It's refreshing to see someone provide EXCELLENT service in the drive thru when others tend to rush you and don't even smile as they hand u their order.
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
Love the cold brew!
Atmosphere: 5
Food: 5
Service: 5
I enjoyed the festive hats for the Fall season that the batistas wore to promote the first day of their seasonal drinks.
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Bacon Gouda & Egg Sandwich, Vanilla Sweet Cream Cold Brew
The Drive-thru employees are awesome. Very fast, and very friendly.
Atmosphere: 4
Food: 4
Service: 5
Unfortunately, my car broke down while in the drive through which blocked folks from being able to get their morning cup of Joe. However, the staff was so considerate and did not lose their marbles although I know we were blocking business. They quickly asked to help, provided water, rerouted cars for service, and continued to check on us despite this huge inconvenience for business. Top star customer service! Thank you to the morning staff at Starbucks!!
Atmosphere: 5
Service: 5
Spent waiting 20 minutes for 1 drink and another 20 for another. There's been multiple times when the frappes come very watery and melted. Asked for it to be remade and received attitude back. Very disappointing.
Atmosphere: 1
Food: 1
Service: 1
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