Starbucks Baristas: The daily grind
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policy on remakes? (self.starbucksbaristas)
submitted by bellsbarista
i’ve been working with starbucks for almost 4 months now and there has been a lady who always come through the drive thru saying “we got the wrong drink i ordered so and so and got so & so.” the first time i was like okay, we’ll just remake it for her. it happened a second time except with 3 drinks and 4 food items and somehow they were all wrong. it happened a third time and she got an iced drink when she ordered hot. isn’t that fixable when you first get the drink, girl? a couple of coworkers have also had experiences with her like this. oh, she also never brings the wrong food or drink items with her, and doesn’t disclose when she came in. none of us have ever seen her ACTUALLY order. i don’t think any of us are dumb enough, including her, to get handed a frappuccino and think it’s a hot latte.
i feel like there’s nothing we can do and i can’t find the policies for things like this. a policy or rule in place would be appreciated so i can bring this issue to my manager/ss on duty because i’m tired of knowingly screwing them over with probably hundreds of dollars worth of free stuff given to one person
i feel like there’s nothing we can do and i can’t find the policies for things like this. a policy or rule in place would be appreciated so i can bring this issue to my manager/ss on duty because i’m tired of knowingly screwing them over with probably hundreds of dollars worth of free stuff given to one person
thegaysamurai96 3 points 4y ago
We had a similar situation and we told the lady that unless she could provide a receipt or the cup the wrong drink was in, we couldn't do anything for her because of the consistent basis it was occurring. She will either stop coming in or start paying for her coffee if she is lying to y'all.
bellsbarista [OP] 2 points 4y ago
i know an assistant manager and she told me the remake policy was much like the refill one - once you leave the store or drive thru and come back, it’s considered another visit so we aren’t supposed to do the remake for free for it, especially without the proof of purchase. i was thinking about letting the girl know the next time she comes thru for her “remake,” she needs her receipt or the drink she was “given” and telling my shifts & coworkers about her. thank you!!
turtlesenpai_ 2 points 4y ago
Starbucks’ major thing is make the moment right, in other words, the customer is ALWAYS right. Best thing you can do is tell your manager that they’re abusing the system and if they decide to do anything they’ll follow through, otherwise you gotta just keep doing your best.
LuckyWaters4 3 points 4y ago
I think a way to get around this dynamic where you're supposed to focus on making the moment right but you're concerned about the situation is by framing it differently. I've had people take advantage of the mobile order system by coming in and saying "I ordered ages ago, it hasn't come out yet," and I'll say, "I'm so sorry about that, we'll fix that for you now-- I want to make sure you get everything you ordered, could I see the receipt on your phone?"
In this situation, you could say, "I'm sorry this keeps happening, maybe you could show me how you ordered so I can help you know what to say next time to get it right the first time?"
In this situation, you could say, "I'm sorry this keeps happening, maybe you could show me how you ordered so I can help you know what to say next time to get it right the first time?"
bellsbarista [OP] 3 points 4y ago
yeah i figured it was up to the manager to figure it out. we’re in the middle of switching managers so hopefully our new one can help us out with it. thanks💞
GhostRecon1845 2 points 4y ago
The customer is NOT always right. That’s not what making the moment right is about.
turtlesenpai_ 1 points 4y ago
Our main focus is to make them happy, and if you tell them proper policy but they still won’t change their views and if your manager doesn’t do anything about it, then yeah, customer is kind of always right lol
Otter_Khaos 1 points 4y ago
We have these two high school girls that come in every week or two. First they started calling the store, now they come in. Same story every time. “Yeah so yesterday we got two Frappuccinos and they were like...really watery.” We’ve been remaking their non existent drinks for months. Last week my store manager decided that if we can’t find yesterday’s order, or they don’t have a receipt then no more free frapps for them.
Hunterthehuntsman 2 points 4y ago
I’m laughing so hard at this 😂😂😂
bellsbarista [OP] 2 points 4y ago
omg that’s kind of sad actually lmao. i’m glad your manager stood up for you guys
Otter_Khaos 1 points 4y ago
We work in a cafe store too right downtown. There’s no drive through so it’s all walk ins. We see crazy shit all day. I love my store.
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