OT: Farewell old friend..........

Well - it's time.  Time for me to say goodbye to Starbucks yall - I can't handle the bad service anymore.  BUT - I am a letter writer.  Not sure what will come of it - but thought I would share my letter to the customer service area of the company - any bets that I won't get a SINGLE ackowledgement?

To Whom It May Concern:

 

I am writing this letter because #1 – there’s no place to email it on your website and #2 – since I am finally deciding to no longer be a Starbucks customer; I figured I would tell you why. 

 

I have been a ‘Bucks’ enthusiast for years.  My friends know that my coffee is near and dear to my heart and if you ever want to anger me – delay my trip to Starbucks.  I have changed jobs three times in the last six years or so – one of my first concerns at any location I have worked – where’s the closest Starbucks?

 

I spent so much money in Starbucks at one point I actually had to restructure my budget when it came time to purchase my home because I spent SO much on coffee.  I have loved it THAT much. 

 

But – I am no longer a customer of Starbucks – yesterday was my final Frappucino.  Why?  Starbucks has succumbed (at least in my city) to the American legacy – bad service.  One of the things I most loved about Starbucks over the years was the customer service.  It was always fast and dead on – attentive people that were quality driven.  Such is not the case anymore. 

 

So that you know – this is not isolated to just one location – I will list my experiences at the various ones I have frequented here in Houston and one Airport location just so that you are aware:

 

Loop 610 & I45 (UCO)

-          the staff here is a mix, you never know if you will get the loud and bawdy crew that are so enraptured in their own conversation you will be overlooked, or if you will get the attentive crew.  I have observed less than clean equipment and listened to quite a few conversations between crew members that should have been left for a more ‘private’ moment.  Never had a messed up order here though.

 

I-45 & Monroe

- I registered a previous complaint about an employee not understanding one of your promotions.  When I went to redeem the coupon sent to me by your Customer Relations line – I got attitude.  I was also told that the Mint for the Mint Mocha Light Frap that I wanted was no longer available.  I have ordered that exact same drink at other stores since then.

 

Meyerland

-          I asked for a Mint Mocha Light Frappucino with protein – missed the mint here. 

 

Airport location in Columbus OH

– I ordered a Mocha Light Frap – got a regular – I repeated my request to the guy, he wasn’t listening – busy chatting with his co-worker.

 

W. Bay Area & Glenwest Dr.

- This is the store that broke the camel’s back.  I went in and was greeted, my order taken, my money counted – then ten seconds later, the lady shouts my order completely incorrectly to the barista.  I ordered a Grande Mint Mocha Light Frap with protein.  I got a Venti Java Chip (not even light) with protein. 

 

These experiences are all within the last six or so months – the inconsistency and general lack of concern for the customer experience is what is leading me away.  I have a coffee grinder on order from Amazon.com – and I will be purchasing my first bag of Eight O’Clock coffee.   I got some great tips from Starbucks.com and baristas that have ground for me in the past so I have good information to go on.   I will begin my taste testing for an alternate brand – but I always enjoyed buying the Starbucks brand to brew at home.  I even used a registered gift card to purchase it because of the free beverage perk. 

 

I don’t suspect this letter will cause any changes, it might not even be read.  But as a longtime, faithful customer who has solidly decided to leave and NOT because of economics (that reason is so common these days, but I can well afford to remain a customer) – I felt I needed to express my dissatisfaction and disappointment at the performance of a company that I once held in the highest regard. 

 

 

Sincerely,

 

 

 

- former Starbucks fan and devoted coffee drinker

Wow, you don't mess around when it comes to customer service do you?  I probably would have let all those instances pass me by.

LOL!!!  I am one to let things pass - but when something 'gets' to me - it GETS to me!!!!

I am particuarly sensitive because I have worked in 'non essential' service industries - where the only thing you could do to WOW your customers IS your service.  It's what I am in now - and I do that - REGULARLY.  I just closed an issue with a top client where my company could have been SUED - I wowed them so great - they offered me a luxury spa day in their facility if I am ever in town!

I am also a company loyalist.  I have been going to the same nail shop for over 10 years.  Same dentist for over 12.  Hell - there is a dude in the Kroger by my house who I am going to make a POINT to compliment THIS week - I am one of those secret shopper type mofos.  If I am spending my $$ - I expect DECENT service!!!!

See, I guess thats the difference, being a nurse you should be happy if I keep yo ass alive and pain free during the shift!

Michelle!!!!

Sorry Rhonda. I'm a good nurse really.  Just low tolerance for whiny folks.

  Damn.

Guess I'm feeling kinda froggy today. I was supposed to work but they didn't need me so I'm at home stewing looking at the snow falling and I'm just thinking how pissed I'm gonna be my next payday, and lets not mention for some reason my direct deposit wasn't in my acct yesterday.

But really if you're truly sick, I'd take good care oof you.

MM don't be surprised if your letter does generate a respond.  I have to share this story with you.  This happened 16 years ago.

We use to buy Hershey's Mr. Goodbar the really big ones all the time, and one time I opened one up and there were maggots in it, so I immediately take it back to the store, get another one and bam more maggots.  I insisted that the store remove all of those candy bars and they did.  Well I go back 4 days later buy one open it up and guess what maggots.  I spoke to the manager and find out that the boxes were not destroyed, just the candy bars that were on the shelf were removed.  I filed a complaiont against that store with the board of health. 

I then called the Hershey people who by now knew what was going on some how.  The dam local news got involved the store was shut down for 2 days until they cleared it of all hershey products along with other Long's in the area. 

The outcome was that Hershey gave me this card where I could get Hershey's candy free forever, and they also sent me a box of freshly made Mr. Goodbar.  We ended up having a Goodbar party.  I would waddle my fat ass into that store almost everyday flashing that card,  I tried every dam Hershey product they had out at the time. 

Don't think you will go unheard, because chances are you will.

Oh Lord! A free candy pass for a choclate freak like you!  Did they know what type of monster they were creating? LOL