Starbucks is one of the most popular coffee chains worldwide. Besides the good coffee, they got to where they are today because of their excellent customer service. The baristas are always smiling from ear to ear, ready to help the customers. At times, they even throw in a few casual jokes here and there just to lighten the mood. So how would you react when one of the baristas suddenly starts screaming at you for no reasonable explanation?
The incident happened a couple days ago in a Starbucks store in New York. We’re not sure what’s going on in the video, but as you guys can see for yourself, the customer, known as Ruby Chen, was very confused as well. She can be heard asking over and over, “What’s going on?” In the end, the employee also starts screaming at other customers who come to Ruby’s defense.
Chen shares her experience via her shared video:
“Terrible experience: In 5/12/2015, 86-51 Broadway, Starbucks store in Elmhurst, manager Melissa seems to have the anger management issue.
She took my order of one Frappuccino and one special straw. I didn’t hear her coworker asking my name to put on the cup at first because I was opening my reward app on my phone to pay, then Melissa started to shout at me saying “hey helloooo” with very bad attitude. The only thing I said to her is “Sorry I don’t hear you but you don’t have to yell.” And till now, I haven’t figured out which word aggravated her. Then She took the scanner away as I was trying to pay then told me to leave and never go back. I was trying to ask other employees who I can speak to. She thought I am leaving with the straw on my hand (I picked it up before everything happened), she said I am stealing the straw.
Really?! call me stealing! And you say call the police to get me out of the store?! I felt so bad for what happened, especially nobody I can report her to because she is the manager. I am glad that other customers in store saw how I was treated and told her “you need get fired”. Then she switched the target and started to argue with them. I thank for this customer who took this video and sent to me.
I have filed the compliant with customer service. I hope the district manager will take this seriously. This is such a terrible experience.”
Chen aired her complaint on the official Starbucks Facebook page where Starbucks responded saying, “Ms. Chen, this experience is not reflective of the service our partners provide to customers every day. Someone from our leadership team will reaching out to you shorty to apologize and make this right.”
According to other sources, Melissa was apparently NOT the store manager but the shift supervisor. Starbucks has already fired her after this incident and reached out to Ruby with an apology and $100 Starbucks gift card.
What do you guys think of this? How would you react if this happened in Manila?