Has Starbucks Forgotten That It's a Coffee Company?

August 19, 2019


Here is a complaint we received from a reader named Dawn who thinks that Starbucks seems to have forgotten that they are a coffee shop. 


I work to 7 or 8 pm and like to stop by my local Starbucks a few times a week for a dark roast after work. I understand that dark roast is probably not their most popular brew and understand that it's not going to be 'on tap' late at night. That's why I usually just ask for a pour over when it's not available.


I have done this for years and more recently asking for a pour over has been a problem. First it started when I would ask for a particular brew (like Komodo Dragon) and was told that my location doesn't feature that particular coffee. Ok, can I get a Sumatra? No sorry, we are all out. It seems that the store is always trying to talk me out of a pour over and steer me to their ready made, weaker tasting, coffees. 


Well today when I stopped in, I asked for my usual pour over and was told they don't brew dark roast after 3pm. I have never heard that before but okay. That's fine and the reason why I am asking for a pour over. But this time my request was denied. The barista said she could not do a pour over of dark roast, but I could have the Pikes Place or even an Americano which is more expensive. 

I don't like the Americano, but asked if I would have to pay more. She said that 'as a courtesy' she would not charge me more. I don't really consider it much of a courtesy when a company who specializing in brewing coffee refuses...to brew coffee. 


I did an online chat and spoke with someone name "Justo G" who apologized that I didn't receive my dark roast. He also advised that Starbucks company policy is not to brew dark roast after 3pm (must be a new policy) but that I could get a pour over anytime. Tell that to my store. 


"Justo G" promised to send feedback to store management and the district manager. 


It doesn't matter to me at this point. I am done with Starbucks. I can go to Burger King and get something equivalent strength to a Pikes Place for nearly half the price. Why pay Starbucks a (significant) premium for a basic brew? It seems to me that Starbucks has forgotten that they are a coffee company and is focusing on the higher profit Frappes now a days.


I am just hoping that a Peet's Coffee opens in my neighborhood. Till then Burger King here I come!


By the way here is a pic of my cup. It promises to "Make it Right". Yea right. You can't even do a pour over. 



Have you had a bad customer service experience with Starbucks? Comment Below. 




Share on Facebook
Share on Twitter
Please reload

Disclaimer: BDSC works hard to bring quality material to our members and provide proper credit to the original author(s) via links to sources. Since much of our website is made of user-generated content, we can't always verify these sources. If you believe we have used your copyrighted content without permission, send us an email and we will remove it immediately or provide proper attribution to the material (your preference).

December 22, 2018

Please reload