• Report: #31929

Complaint Review: Starbucks Coffee Company

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  • Submitted: Sun, October 06, 2002
  • Updated: Mon, November 17, 2008

  • Reported By:San Marcos CA
Starbucks Coffee Company
200 East Valley Parkway Escondido, California U.S.A.

Starbucks Coffee Company company lies and abuses disabled customers Escondido California

*UPDATE Employee: This is sickening

*UPDATE Employee: What happened to you was awful

*Consumer Comment: Interesting Issue

*Consumer Comment: Should address rude baristo, not company

*Consumer Comment: Never had anything but EXCELLENT service

*UPDATE Employee: I can guarantee that as a company Starbucks does not promote personal attacks on customers.

*Consumer Comment: Stacey the rocket scientist

*UPDATE Employee: Just wondering...

*Consumer Comment: Hard to believe any store clerk would say that

*UPDATE Employee: Inconstiencity

*UPDATE Employee: Sorry for the mistreatment

*UPDATE Employee: concept stores

*UPDATE Employee: Sorry For What Happened To You!

*UPDATE EX-employee responds: Get a Supervisor

*UPDATE Employee: There are bad employees everywhere!

*UPDATE Employee: Individual Problem..not company problem

*Consumer Comment: justice

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This is a warning to all disabled Starbucks patrons: do NOT go to Starbucks if you want to be treated fairly.

First, I'll preface this letter by saying that before the incident described, I had been a loyal Starbucks customer, and had no complaints against them. Also, I am a disabled person; I use an electric scooter to get around.

In early January of 1996, at about 9:30 AM, I went to my local shopping mall's Starbucks store. I ordered a small Hammerhead (half each of espresso and coffee), and was charged $1.55. Since Starbucks was the only store open at that time of the morning, I had no opportunity to exchange my Christmas gift money ($150 in a $100 bill and a $50 bill) for smaller bills, but Starbucks makes huge amounts of money, so I felt that there was no problem.

I handed the baristo (who was either a late teen or young-twenties male) my $50 bill, explaining that I had no smaller change. He then stated that they "don't accept anything under $20". I looked all over the place for a sign to this effect, but there were none, and I stated this to the baristo.
He then reached over the counter, grabbed the coffee away from me, turned to the sink, poured the coffee out, then swung back around really fast and pointed out the door, saying "get the hell outta here, you stupid crip! You're wasting my time!"
At that point I didn't want to argue with him, so I left, and have never been back to any Starbucks since then.

They also had set up shop a short distance away from a small coffee store that had been in the mall for at least five years; within six months, that store could not keep up with Starbucks and was forced to close.

I pass by the Starbucks store every time I go to the mall, and I let others know of my experience; it is up to them to decide whether they want to patronize Starbucks or not. I choose to NOT do business with Starbucks; I will not be treated as if I am less than human by anyone.

Henrik
San Marcos,

This report was posted on Ripoff Report on 10/06/2002 11:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/Starbucks-Coffee-Company/Escondido-California/Starbucks-Coffee-Company-company-lies-and-abuses-disabled-customers-Escondido-California-31929. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 17Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

This is sickening

AUTHOR: Mikeloyst - (Canada)

For starters, people like the starbucks partner who treated you poorly do not diverse to work there. At Starbucks, we have a security policy that says anything bigger than a 20 dollar bill needs to be dropped in a locked box (partners do not have access to this box, and it is opened by a supervisor at the end of a shift), So it is quite possible that since this was so early in the morning, the employee was not actually able to change your 50. HOWEVER, this is NO EXCUSE to treat any human being like that. It is also still un-reasonable that he took your drink back and poured it out. I was trained to just give the drink for free in this situation.

I hope you called the store manager and reported this, because I guarantee that said employee will be fired.

As a starbucks partner, I am sorry that you had such a bad experience. I hope you realize that this is one person, and that 99.99% of us are caring, understanding individuals.
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#2 UPDATE Employee

What happened to you was awful

AUTHOR: Dazy - (U.S.A.)

First, I'd like to let you know that I am a long time employee and manager for Starbucks. The person that showed you great disrespect and poor customer service was not doing the job she was hired to do. Also, if you would have called to complain to the corporate office, her district manager would have been notified, and he or she would have called you personally to appologize and try to make it right. The DM would have also met with the store manager about it and the store manager would be in hot water for allowing someone to treat you like that.

The partner would have then had a corrective action (up to and including termination). If she spoke to you like that, I am sure there are other issues. Now, please don't think I am blaming you for not following up with a complaint. You deserve an apology, and on behalf of the company that I work for and beleive in, I would like to offer you a heart felt appology. I am sorry that happened and I will do the best in my store to make sure no one is treated like you were.
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#3 Consumer Comment

Interesting Issue

AUTHOR: Cory - (U.S.A.)

Go into Taco Cabana one Sat. morning. There's this guy, wife, and kids from Mexico. He's in a big pi**ing match with the manager because all he has is $100 bills and they won't take them. Had 5 $20 bills and was more then glad to help. $20's, $50's, and $100's are a way of life in business. Just make sure they're real. As for the little snot from starbuck's, he should have been toast. One little jerk doesn't make a company. A call to the district manager would have been been in order. Now, depending on how the district manager handles things, gives you a better view of how a company is run.
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#4 Consumer Comment

Should address rude baristo, not company

AUTHOR: Yasmin - (U.S.A.)

My brother in law works and has worked at a Starbucks for a long time and my husband and I go there ALL the time, just drop in. We NEVER see them acting rude and my brother in law is pretty serious about customer service. He always tells me that the customer is always right. It is horrible what happened to you, but the baristo should be addressed, not the whole company.

What you are doing is hurting the business of Starbucks. Think of it this way: If you had a company yourself, and you had a sales rep who was just a jackass to someone else.. the person then retaliated against YOU and your company, thus making you lose business..how would that feel? Sure, you might think , "Starbucks has a bunch of customers anwyay" BUT EVERY CONSUMER COUNTS. It's not fair to the company that for one idiot (not you) they all pay.
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#5 Consumer Comment

Never had anything but EXCELLENT service

AUTHOR: Nick - (U.S.A.)

I've traveled all over and I can say I HAVE NEVER had anything but EXCELLENT service from a Starbucks.

I go to several different ones and it only takes the employees like a week and they even REMEMBER what I get. They are like "Hi, your usual today?"

The only problem I ever had was once I got a larger size than I paid for. Of course the girl at the counter said "oh just keep it."

There are independent stores that SERVE Starbucks and use the logo. Make sure you are not equating one of those with a REAL Starbucks.

Sure the coffee is WAY expensive, but for FIVE minutes a day I get to be a yuppie.
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#6 UPDATE Employee

I can guarantee that as a company Starbucks does not promote personal attacks on customers.

AUTHOR: Kelly - (U.S.A.)

Unfortunately, no company can guarantee that all employees they hire in good faith will act according to the policies and expectations that have been set forth for them.

However, what most employees will tell you when you present them with a $50 or $100 bill for a cup of $2-$4 coffee is that they cannot accept it for a couple of reasons: 1) their own personal safety and the safety of that store and 2) in consideration of other customers who will also need change. Changing a bill that much involves clearing out a change drawer and returning tons of one dollar or five dollar bills to a customer, leaving none for the next.

I can also guarantee that if a complaint had been made to the store manager at that location or the supervisor on shift that day concerning what was said, the situation would have been dealt with in the correct way immediately.
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#7 Consumer Comment

Stacey the rocket scientist

AUTHOR: Ukiah - (U.S.A.)

Stacey says:

"If you owned a resutrant, would you want to have $50 bills or $200 in $20 bills in your cash drawer "

Short answer: Yes. I want as many $50 bills as I can get crammed in there. Then I want to make a safe drop and fill it up again! What the hell do you think I'm in business to do?

Furthermore, in any true metropolitan city, I'd be astounded that anyone did NOT pay their "resutrant" tab with bills smaller than a $50. You need to get out of your local Krystal and see the real world.

Oh, and before criticizing the grammar of others, you might first want to learn to spell "restaurant". Hint: it's NOT spelled w-a-f-f-l-e-h-o-u-s-e, though I can see why you would think so.
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#8 UPDATE Employee

Just wondering...

AUTHOR: April - (U.S.A.)

Stacey, what in the world is "Inconstiencity"??

Also, thats a very lame response. Whether or not there is good reason for the policy was not this persons complaint. And we all knew he meant "over 20" except you...who either is quite ignorant or has nothing better to do then to play "correction officer".
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#9 Consumer Comment

Hard to believe any store clerk would say that

AUTHOR: Bob - (U.S.A.)

Just incredible what stupid store clerks will say.

I've run into this problem with anything larger than $20 bills. If the bill is counterfeit the store is out a large amount of money considering they are only selling $1-3 items at a time. I can understand entirely why they would not take anything over $20.

BUT I cannot fathom why an indiviudal would be so g.d. rude. A simple explanation may not have been what you wanted to hear but it would not have been personal.
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#10 UPDATE Employee

Inconstiencity

AUTHOR: Stacey - (U.S.A.)

Well, that's kinda funny cause uhh in your statement, it says that the Barista told you that they do not accecpt bills BELOW $20, which means that they could have taken your bill. Second, there is such thing as fraud, and your not looking at the larger picture. If you owned a resutrant, would you want to have $50 bills or $200 in $20 bills in your cash drawer that anyone can access, and steal at a moments notice? Think about gas stations, and how easily they are robbed each year. There is more to the picture than you. Yes you where treated unfairly, but you also have to understand that robbery and fraud are extremly high in larger company stores. So, look at the forest instead of the tree your peeing on next time.
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#11 UPDATE Employee

Sorry for the mistreatment

AUTHOR: Lara - (U.S.A.)

My apology to you as a customer. I have been with Starbucks for almost four years and I have NEVER seen an employee say something so mean. But to be mad and turn others away from the company isn't the right action.

Take action against the employee by contacting the manager or the company. I have seen a few employees treat customers with disrespect. And where are they now?

Not with Starbucks. There is no excuse for the comments that he made. What we learn at Starbucks goes beyond what other companies teach.

How many companies, stores, do you walk into and are greeted with a smile, acknowledged by your 'usual' or even your first name? We strive to make every visit the best for EACH individual every day. If an employee does not follow these simple actions, there is no need for him/her to be employeed at Starbucks.

Being a supervisor, I know that I will NOT accept any employee disrespecting any customer. Again I am sorry for your experience, but please don't let that one person keep you from coming back. It's really a wonderful place.
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#12 UPDATE Employee

concept stores

AUTHOR: Sarah - (U.S.A.)

"To the other Starbucks employee and ex-employee, I am a store manager, while the current employee is absolutely correct about accepting large bills, you have put every Partner at every North American store at a high security risk, by devulging some policies." --That's what I was going to say!

Anyway, back to the situation at hand, I am also a manager at a Starbucks here in Las Vegas and I am sorry to hear about the way you were treated. I cannot imagine anyone, anywhere in the nation, treating a customer the way you have described. However, just as I mentioned in another post, not all Starbucks stores are created equally. Many Starbucks stores are "concept" stores or "business alliances" that use our name and product but do not go through the same hiring processes that we do.

These stores are often found in casinos, grocery stores, airports, and SHOPPING MALLS. Again, I apologize on behalf of Starbucks.
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#13 UPDATE Employee

Sorry For What Happened To You!

AUTHOR: Jeni - (U.S.A.)

First off, I'd like to say that this must be an isolated incident, however still very unfortunate it happened. You should in fact call Seattle Starbucks Corporate offices @ 1-888-796-5282. I know they will do anything to ensure you and any other customer who walks into is a Starbucks is NEVER treated like that again!

Please don't take your unfortunate circumstance from an individual and turn blame on awesome company that's core purpose is to provide an uplifting experience that enriches people's daily lives.

To the other Starbucks employee and ex-employee, I am a store manager, while the current employee is absolutely correct about accepting large bills, you have put every Partner at every North American store at a high security risk, by devulging some policies. As a shift, you should have signed an insider trade agreement which srtictly prohibits you from doing so.
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#14 UPDATE EX-employee responds

Get a Supervisor

AUTHOR: Sara - (U.S.A.)

I worked for starbucks for 2 years before I quit, because of a manager that was a a-hole.In my experience with customers with big bills you just simply get a supervisor to open your little box to get some change.

I worked in a store that was in a office building filled with doctors offices & law firms, so we had to keep lots of change at hand.So to the employee who states that big bills means free,how long have you been a manager?My friend is a supervisor and it's just a matter of you doing your job,and not giving away all of your profit because someone has a fifty or one hundred dollar bill.

To the guy who was treated unfairly by the bonehead employee,not all of them are the same and I'm sorry for your bad experience.
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#15 UPDATE Employee

There are bad employees everywhere!

AUTHOR: Aaron - (U.S.A.)

Henrik,
First of all, what happened to you is not right, and nobody reguardless of the sex, race, or abilities should be spoken to or treated like that. I am a supervisor at a local starbucks and I take pride in my stores ability to provide quality drinks with a smile. I have a good relationship with most of my customers, and for those I am not particularly fond of, I still treat them like a customer.

Starbucks has a company wide policy called the "just say yes" policy and each employee, upon being hired, must read and sign to this agreement. The just say yes policy makes sure that all customers, even the rude ones, are treated fairly. Even though all companies have some bad employees like the one you encountered, it is still sad to hear about what happened.
Starbucks also has a policy that does not allow an employee at a register to recieve anything above $20. All 20 dollar bills must be dropped into a small safe under the registers and are only accessible by the supervisors. This makes it difficult for a register worker to make change from a 50 or 100 bill.

Once again, there are solutions to every problem and as a supervisor, the decision i make when someone shows up with a large bill, Free! Though people try to abuse this situation, you can usually tell who is being honest.

Sorry about what happened to you and please, give us a second chance. You noted that the starbucks where this incident occured is not there anymore, well, thats probably because they didn't care. We do.
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#16 UPDATE Employee

Individual Problem..not company problem

AUTHOR: April - (U.S.A.)

Hello Henrick,

First of all, I apologize for the way you were treated. I have no idea what kind of wretched person would EVER speak this way, and it is ridiculous. But, as a supervisor at Starbucks, I do want to share with you how much they do care about their customers, and embrace diversity in every way, shape, and form. What you encountered was a nasty individual and while I am so sorry it was a Starbucks Barista, please try hard not to consider this a reflection of the company. Had you called and spoke to a manager or called Starbucks directly (800-796-JAVA) I assure you you would have been treated with the utmost respect. We truly try to employ only people that are extremely customer service oriented and fair..but there are always some bad apples in any business.

Again, I encourage you to call that manager, and apologize for your treatment.
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#17 Consumer Comment

justice

AUTHOR: Kei - ()

First, I would like to saw that my heart sunk when I read this story. No one should should be treated this way no matter what the circumstance.



I am in no part in defense in anyone but I am wondering why did you not take action in reporting the baristo. It seems to me that it was the baristo who was the one that treated you unfairly. I think hell should be raised agains that individual for what he did. Directing your anger at Starbux really does not do any good. The Starbux where I am a regular to might be loud at times but treats people quite well. I remember studying at a particular Starbux every early Sat. morning and there was always this old man who comes in for coffee and newspaper by himself. One fine day, the workers at that Starbux brought in a cupcake and a candle and sang happy bday to the old man. The man's smile shone through.



Not to back them up but I can see that you have been bitter for quite some time seeing that this was posted a few days ago and this occurance was in 96'.



My 2 cents would be to take action against the individual who is directly responsible.
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