Unless corporate changed something, I’m almost positive the 4oz thing still applies. People think they be smart trying to get milk for free and whine like brats when they don’t. But hey,always make the moment right :(

It deffo still applies, but it also doesn’t shock me in the slightest that a DM sided with the customer. They literally always do

No, it’s still policy. We had someone try that the other day and chewed out one of the green beans when it was explained it to him. I had to step in and tell the guy off because I was tired of all the shit people coming through and yelling at all of us for things we don’t control. I’m not a shift but my SSV and SM told me later that the customer was wrong and we do have to charge more if it’s over 4oz.

highkey if im taking orders and they say that they want milk to the top, i hit the add dairy button... not only does it charge them for the milk, but it does so in a way where they can see it is still being rung through as an iced quad espresso or whatever their drink was. it also lets my partner on bar know to fill the cup up

I had a customer yesterday come into our store and ask for a double espresso in a short cup with quarter hot water, after explaining that he is in fact ordering a short americano got all rude stating "I know how I like my espresso" I still charged him for a double espresso. It's like why do we bother to train our profession when clearly customers know our jobs better than we do.

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Add dairy button, like Abigail commented.

Also, I hate to say it but the DM is right; just give in and move on. Consider all that happened because of everyone digging in their heels. For what?

Here's how this could/should play out:

Customer: In a Venti cup, I want four shots of espresso, iced, then fill it with milk.
Barista: Alrighty, that's an iced quad espresso in a Venti cup topped with milk, got it. Hey just a heads up, there's a small dairy charge because you're getting more than four ounces of milk.
Customer: WHAT?!?! I'VE NEVER BEEN CHARGED EXTRA FOR THIS AND I HAVE COME TO STARBUCKS EVERY DAY FOREVER.
Barista: Okay, no problem. I'll take off the charge this time but next time, at least you know about it so you're not surprised.
Customer: GAAAH!! Whatever. *drives off angrily* *gets to window*
Meanwhile, supervisor should be moving in to greet the customer. When they arrive, apologize for the inconvenience and offer them a recovery card. Back up the barista by reaffirming the policy, then explain it in more detail (4oz rule). Thank them for their business and wish them a good day. Make the moment right.

Also, this is not a latte. Not to be super picky but they are different, just sayin. Go ahead and science it yourself and you'll see one has more ice, is more watery and is less milky.

Espresso, add ice, swirl, add more ice, top with milk

Espresso, add milk, top with ice