Tell your DM! Honestly, that is ridiculous. Your shift should also be the one to shut their behavior down and stick up for you guys.

Yeah as soon as they start cussing at you the ssv or sm needs to kick them out. That’s so not okay. Call your dm

Since your SM continuously caves, escalate it to your DM, ethics, everyone and anyone. This customer is taking advantage since your SM has created a precedent. You cannot be disciplined or retaliated against for following Starbucks policy and you have an obligation to uphold the third place for everyone - customers and partners. Document everything, incident reports will be your insurance (say if your shitty SM tries to give you shit for getting them in trouble). It's a managers job to ensure customers are happy but not at the expense of their staff. I'm sorry you're going through it.

There's certain things you just have to bite working in customer service, because people can be kind of shit, but the moment someone swears, insults, or threatens you you have every right to close that window and refuse service.

I SO wish I could be your DTO for you in that moment. I'm not a confrontational person AT ALL but I have this weird calmness when it comes to those specific customers. I think it's because when customers are THAT absurd it just triggers something in my brain that turns off my usual inhibitions, like "this is so absurdly ridiculous that I can't even feel nervous or take it seriously." lol. It's like when you watch a serious movie and point out all the historical inaccuracies, but when you're watching a dumb cartoon you don't even notice the inaccuracies because it's already too ridiculous from the beginning anyway. But yeah, agree with the other comments here: talk to your DM. Your SM shouldn't be enabling that kind of bad behavior from customers.

Report report report every incident. Make the paper trail. It has your back and shows your SM failure. You and your partners don’t deserve it. We’re allowed to bar customers, but you got to make that paper trail.

Talk to your DM and/or Partner Resources Support.

I probably wouldn't fight with her in-store, and just make a venti iced-with-no-ice white mocha and hand her a trenta cup with ice alongside it, not give her the chance to argue about it. "Given the policy, that's the best we can do, sorry!"

But I would also ask her to leave if she threatened a partner. Tell her to pull around to a spot to wait while we make it, lock the front doors and call the police to have an officer escort her off the premises.