Normally, I don’t write reviews for Starbucks because they’re a successful establishment. However, I left Starbucks today feeling furious, and I feel like I have to write this review. I was mad not because of how the drink turned out, but rather at how I was treated by the barista that worked tonight.
I’m a regular customer at this location and usually buy 2–3 drinks per day, every day — which adds up to around $400–$500 spent there each month. Every time I come, I order the same customized drink. While it’s quite complicated, 9 out of 10 times the drinks are made correctly. The ladies that made my drink from previous experience was very friendly and happy when greeting me.
However, the drink I ordered tonight was made very poorly by a guy named Anthony and another employee which I did not catch his name. I’ve attached pictures that clearly show the difference between the drinks made by other baristas from my previous orders and the one he made tonight. It was barely filled, and while that wouldn’t normally be a big deal if corrected, the way it was handled upset me.
I politely asked Anthony if he could add a bit more ice to the top to make the cup look full. Not only did he refuse such a simple request, but he also lied to me, saying Starbucks’ policy doesn’t allow him to fill the cup that way. I know that’s not true because I’ve ordered the same drink from this location almost exclusively for nearly a year, and the other baristas always made it perfectly. They even remember my name — to the point where, when I pull up to the drive-thru, they already know who I am and prepare my usual requests, like an extra cup of ice, without me even asking.
I then asked Anthony if Starbucks had recently changed their policy, since what he said clearly didn’t match my experience. He replied that it had always been that way since he started working there, over a year ago. I was disgusted by the dishonesty. It was clear he was simply too lazy to correct his mistake or at least give me a better explanation instead of lying to my face.
Of course, I didn’t accept the drink and requested a refund, then took my business elsewhere. It’s disappointing to see my favorite go-to Starbucks treat a loyal customer this way, especially after all the support I’ve given them throughout the year.
I hope the management team at this location reads this and addresses this kind of behavior. Providing good service and fulfilling reasonable customer requests should be the standard at any Starbucks location.
The picture on the left is what I usually get when my drinks are made by other Barista, the picture on the right is what I received today. It is a huge different and the way Anthony handled the situation was just not acceptable.
Atmosphere: 1
Food: 1
Service: 1
Amanda Antonetti
An order was already started on behalf of my colleague in which I was picking up. I arrived to pick up the order and noticed a woman with pink hair making the second part of our order. The woman at the register asked if I needed any assistance and I gave her the name of our order. She explained it was being worked on and should be done shortly. I assumed the woman with the pink hair overheard who the order was for because she immediately made eye contact with me and put down my drink which I found a bit odd. She began to work on the orders for the drive-thru and left my drink partially completed on the table. After several minutes of waiting, the woman at the register took notice and finished applying my caramel syrup and handed me my drink. She apologized as she didn't know what had happened as far as to why my drink stopped being made. As a person of color, this definitely didn’t make me feel good. Considering the vibe experienced there, I don't think I'll be going back.
Service: 1
ricardo colon
Went thru the Drive Thru . Ordered Soy ice Chai 1 pump of Chai . My order had no ice no Chai and it was just lukewarm Soy Milk . $6.43 down the drain . This Location on Sundays is not good at all. My drink didn’t even have an order label on it . Amateurs .
Food: 1
Service: 1
CM
This is the letter I have sent to your corporate to express drop concern on this location.
Dear Starbucks Customer Service,
I’m writing to express my deep disappointment and concern regarding the treatment I received at your West Ridge Road location (2585 W Ridge Rd, Rochester NY 14626). As a longtime customer and neighbor, I’ve always appreciated the warmth and consistency of your brand but today’s experience left me disheartened and disturbed.
I visited this location to order a Mint Majesty tea with two honeys, a small personal ritual I’ve adopted in honor of Charlie Kirk, a man whose life was tragically cut short by senseless violence. This gesture holds deep meaning for me, and I expected it to be met with the same respect I’ve come to associate with Starbucks.
Instead, I was met with confusion, and dismissiveness. I was asked three times what I ordered, despite clearly stating it each time. I was not asked for my name, not given the correct drink, and when I politely requested my change and the tea I paid for, I was met with some confusion and resistance. The staff ultimately handed me the wrong tea, and I chose to leave peacefully rather than escalate the situation.
This experience felt not only careless but disrespectful especially given the intention behind my order. I am asking Starbucks to respond with clarity:
• What steps will be taken to address the behavior at this location? • How will you ensure that moments of personal significance are met with dignity and respect in the future?
I believe in the power of community and accountability. I will be sharing this experience with others, not out of anger, but out of a desire to see meaningful change. I hope Starbucks will honor that spirit and respond accordingly.
Atmosphere: 1
Food: 1
Service: 1
Alyssa Marie
Very disappointed. I did a mobile order and went to pick it up and the doors were locked. Sign said dinning room is closed and if you placed a mobile order you must go through drive thru. I was already running behind (hence why I did a mobile order). Told me they couldn’t help me and just hand my coffee through the window unless I went through with my vehicle. If you are gonna close dinning room then mobile ordering should be turned off. This isn’t the first time they have done this either.
Atmosphere: 1
Food: 1
Service: 1
Javier Dominguez
Very good coffee
Atmosphere: 5
Food: 5
Service: 5
Erica Harriff
This location is terrible. Today is the third time in the past 6 months where I made an mobile order and show up to locked doors. The customer service is awful and drinks are never made on time as promised. Reported to Starbucks Corp and moving on to the Ridgemont Plaza location, because you guys are truly terrible at this location!
Atmosphere: 1
Service: 1
Nick
To be honest... Didn't care for Starbucks, when I first started getting Coffee from there. But... I FINALLY found a Coffee(Sumatra) that I Enjoy and definitely will NOT stop drinking until the day I go go. Lol. Both of my Daughter's love your summer drinks and my little one LOVES the Cake-Pops. Definitely Need to create some NEW FLAVORS because she is getting bored of the current flavors. Overall, 5-Stars from my end.
janeth cianci
I had a disappointing experience on Sunday, June 22nd, at 1:15 p.m. I had to wait 15 minutes for my order, and the place was quite dirty, including the chairs and tables. It used to be a great spot for a Sunday coffee, but it’s not the same anymore.
Pandora Peace
Always forgets things. So tired of being disappointed that I paid for shit they don't give me
I have to wait to get coffee I ordered on the application from 30 minutes to 1 hour, there are days when I have to give up the coffee cup that I have ordered on the app waiting for pick up because Thruway is so long and the main door of the store is closed. Work very slowly
Matthew Sullivan
I had a better day before visiting Starbucks. Absolutely horrible service! NEVER GOING BACK HERE!!! Keep your coffee since thieves come in and steal my paid product. Then my coffee was made wrong without my caramel drizzle. Getting an espresso machine Black Friday and hope your Starbucks CEO Brian Niccol enjoys the headache of a job he now has to deal with you! DONT GO HERE EVER!
Starbucks response is poor. This company needs a full overhaul and that CEO needs to fire every single franchise owner that treats their customers like this one does!
Atmosphere: 1
Food: 1
Service: 1
Cassidy Anderson
Never coming back here again! This used to be my go to Starbucks and I'm not pleased with the sad customer service they have here. My drink was first stolen so then they had to make it again but first they assum I'm at the wrong place, then make my drink wrong! If I pay for a venti i would assum I would get one but no, I get the wrong size, so then when I ask to have it made for the 3rd time they don't make it right and slam it on the counter and push it at me and mumble have a nice day. The nerves. I spend plenty of money at this location and to be treated like this for any customer is outrageous. Buying my own espresso maker and making my own coffee from now on and I suggest you do the same
Atmosphere: 1
Food: 1
Service: 1
Rachael G (HBIC)
I come here all the time and absolutley love the service. They corrected my order when running late which I had ordered from another sister store up the street at no charge. Thank you! And the gentleman at the window who adds character to the microphone while the screen isn't working thankvyou for your service. (Sorry I forgot the names)
Atmosphere: 5
Food: 5
Service: 5
Miranda Sieczkarski
Love this location, very friendly staff, staff is very quick at getting orders together, there team work is always amazing, only down side to this location, they will randomly closed their dining room and it creates chaos in the drive-through, doesn’t help this location has a very small parking lot, when they close the dining room is just a very stressful experience
Normally, I don’t write reviews for Starbucks because they’re a successful establishment. However, I left Starbucks today feeling furious, and I feel like I have to write this review. I was mad not because of how the drink turned out, but rather at how I was treated by the barista that worked tonight.
I’m a regular customer at this location and usually buy 2–3 drinks per day, every day — which adds up to around $400–$500 spent there each month. Every time I come, I order the same customized drink. While it’s quite complicated, 9 out of 10 times the drinks are made correctly. The ladies that made my drink from previous experience was very friendly and happy when greeting me.
However, the drink I ordered tonight was made very poorly by a guy named Anthony and another employee which I did not catch his name. I’ve attached pictures that clearly show the difference between the drinks made by other baristas from my previous orders and the one he made tonight. It was barely filled, and while that wouldn’t normally be a big deal if corrected, the way it was handled upset me.
I politely asked Anthony if he could add a bit more ice to the top to make the cup look full. Not only did he refuse such a simple request, but he also lied to me, saying Starbucks’ policy doesn’t allow him to fill the cup that way. I know that’s not true because I’ve ordered the same drink from this location almost exclusively for nearly a year, and the other baristas always made it perfectly. They even remember my name — to the point where, when I pull up to the drive-thru, they already know who I am and prepare my usual requests, like an extra cup of ice, without me even asking.
I then asked Anthony if Starbucks had recently changed their policy, since what he said clearly didn’t match my experience. He replied that it had always been that way since he started working there, over a year ago. I was disgusted by the dishonesty. It was clear he was simply too lazy to correct his mistake or at least give me a better explanation instead of lying to my face.
Of course, I didn’t accept the drink and requested a refund, then took my business elsewhere. It’s disappointing to see my favorite go-to Starbucks treat a loyal customer this way, especially after all the support I’ve given them throughout the year.
I hope the management team at this location reads this and addresses this kind of behavior. Providing good service and fulfilling reasonable customer requests should be the standard at any Starbucks location.
The picture on the left is what I usually get when my drinks are made by other Barista, the picture on the right is what I received today. It is a huge different and the way Anthony handled the situation was just not acceptable.
Atmosphere: 1
Food: 1
Service: 1
An order was already started on behalf of my colleague in which I was picking up. I arrived to pick up the order and noticed a woman with pink hair making the second part of our order. The woman at the register asked if I needed any assistance and I gave her the name of our order. She explained it was being worked on and should be done shortly. I assumed the woman with the pink hair overheard who the order was for because she immediately made eye contact with me and put down my drink which I found a bit odd. She began to work on the orders for the drive-thru and left my drink partially completed on the table. After several minutes of waiting, the woman at the register took notice and finished applying my caramel syrup and handed me my drink. She apologized as she didn't know what had happened as far as to why my drink stopped being made. As a person of color, this definitely didn’t make me feel good. Considering the vibe experienced there, I don't think I'll be going back.
Service: 1
Went thru the Drive Thru . Ordered Soy ice Chai 1 pump of Chai . My order had no ice no Chai and it was just lukewarm Soy Milk . $6.43 down the drain . This Location on Sundays is not good at all. My drink didn’t even have an order label on it . Amateurs .
Food: 1
Service: 1
This is the letter I have sent to your corporate to express drop concern on this location.
Dear Starbucks Customer Service,
I’m writing to express my deep disappointment and concern regarding the treatment I received at your West Ridge Road location (2585 W Ridge Rd, Rochester NY 14626). As a longtime customer and neighbor, I’ve always appreciated the warmth and consistency of your brand but today’s experience left me disheartened and disturbed.
I visited this location to order a Mint Majesty tea with two honeys, a small personal ritual I’ve adopted in honor of Charlie Kirk, a man whose life was tragically cut short by senseless violence. This gesture holds deep meaning for me, and I expected it to be met with the same respect I’ve come to associate with Starbucks.
Instead, I was met with confusion, and dismissiveness. I was asked three times what I ordered, despite clearly stating it each time. I was not asked for my name, not given the correct drink, and when I politely requested my change and the tea I paid for, I was met with some confusion and resistance. The staff ultimately handed me the wrong tea, and I chose to leave peacefully rather than escalate the situation.
This experience felt not only careless but disrespectful especially given the intention behind my order. I am asking Starbucks to respond with clarity:
• What steps will be taken to address the behavior at this location?
• How will you ensure that moments of personal significance are met with dignity and respect in the future?
I believe in the power of community and accountability. I will be sharing this experience with others, not out of anger, but out of a desire to see meaningful change. I hope Starbucks will honor that spirit and respond accordingly.
Atmosphere: 1
Food: 1
Service: 1
Very disappointed. I did a mobile order and went to pick it up and the doors were locked. Sign said dinning room is closed and if you placed a mobile order you must go through drive thru. I was already running behind (hence why I did a mobile order). Told me they couldn’t help me and just hand my coffee through the window unless I went through with my vehicle. If you are gonna close dinning room then mobile ordering should be turned off. This isn’t the first time they have done this either.
Atmosphere: 1
Food: 1
Service: 1
Very good coffee
Atmosphere: 5
Food: 5
Service: 5
This location is terrible. Today is the third time in the past 6 months where I made an mobile order and show up to locked doors. The customer service is awful and drinks are never made on time as promised. Reported to Starbucks Corp and moving on to the Ridgemont Plaza location, because you guys are truly terrible at this location!
Atmosphere: 1
Service: 1
To be honest... Didn't care for Starbucks, when I first started getting Coffee from there. But... I FINALLY found a Coffee(Sumatra) that I Enjoy and definitely will NOT stop drinking until the day I go go. Lol. Both of my Daughter's love your summer drinks and my little one LOVES the Cake-Pops. Definitely Need to create some NEW FLAVORS because she is getting bored of the current flavors. Overall, 5-Stars from my end.
I had a disappointing experience on Sunday, June 22nd, at 1:15 p.m. I had to wait 15 minutes for my order, and the place was quite dirty, including the chairs and tables. It used to be a great spot for a Sunday coffee, but it’s not the same anymore.
Always forgets things. So tired of being disappointed that I paid for shit they don't give me
Restaurantji Recommends
I have to wait to get coffee I ordered on the application from 30 minutes to 1 hour, there are days when I have to give up the coffee cup that I have ordered on the app waiting for pick up because Thruway is so long and the main door of the store is closed.
Work very slowly
I had a better day before visiting Starbucks. Absolutely horrible service! NEVER GOING BACK HERE!!! Keep your coffee since thieves come in and steal my paid product. Then my coffee was made wrong without my caramel drizzle. Getting an espresso machine Black Friday and hope your Starbucks CEO Brian Niccol enjoys the headache of a job he now has to deal with you! DONT GO HERE EVER!
Starbucks response is poor. This company needs a full overhaul and that CEO needs to fire every single franchise owner that treats their customers like this one does!
Atmosphere: 1
Food: 1
Service: 1
Never coming back here again! This used to be my go to Starbucks and I'm not pleased with the sad customer service they have here. My drink was first stolen so then they had to make it again but first they assum I'm at the wrong place, then make my drink wrong! If I pay for a venti i would assum I would get one but no, I get the wrong size, so then when I ask to have it made for the 3rd time they don't make it right and slam it on the counter and push it at me and mumble have a nice day. The nerves. I spend plenty of money at this location and to be treated like this for any customer is outrageous. Buying my own espresso maker and making my own coffee from now on and I suggest you do the same
Atmosphere: 1
Food: 1
Service: 1
I come here all the time and absolutley love the service. They corrected my order when running late which I had ordered from another sister store up the street at no charge. Thank you! And the gentleman at the window who adds character to the microphone while the screen isn't working thankvyou for your service. (Sorry I forgot the names)
Atmosphere: 5
Food: 5
Service: 5
Love this location, very friendly staff, staff is very quick at getting orders together, there team work is always amazing, only down side to this location, they will randomly closed their dining room and it creates chaos in the drive-through, doesn’t help this location has a very small parking lot, when they close the dining room is just a very stressful experience
Atmosphere: 3
Food: 4
Service: 5
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