Wednesday, September 10, 2008

Consumer Survey...

so if you paid $4 this morning (which is a discounted cost thanks to my registered Starbucks gift card, which of course allows them to track my spending...sigh:) for a venti cinnamon dolce latte, and then as you drove away, you realized it was only slightly more than half full, what would you do? Assume you did not have the time to return to the store to handle the issue then. Here are a few possible choices:

(a) Let it go. Who cares?
(b) Ok, this is my final sign. I should NOT buy drinks from Starbucks. It's a rip off, and the drinks are too inconsistent from visit to visit.
(c) Stop by the store on my way home this afternoon and ask that they credit my giftcard with the cost of the drink. If the make amends, resume business as usual.
(d) Other (and please elaborate)

p.s. I'm grateful that this is the biggest problem I've faced today. Well that's not true exactly, but regardless my problems are all pretty insignificant.

15 comments:

Jenn said...

Oo, that's a hard one, especially since you don't have time to go back in. Considering their drinks are expensive, and incredibly delicious down to the last drop, I would go back later, speak with the manager about your issue, and see what they can do for you. If they provide good customer service, they will admit their mistake and grant you the same drink for free on your next visit. At least, that's what I would do if I were the manager!

ammanners said...

They've always been nice when I've had issues - though that has been at the time of purchase. It can't hurt to try. Usually they give free drink cards too.

TC said...

d) Call them. Ask to speak with the manager who is on this morning. Because it really does matter who the manager is, and since this happened on this manager's shift, he/she should take care of it properly. Explain that you could not go in because you were already running late, that you're a good/loyal customer, etc. At the very least they should be offering to send you a free drink. If they don't - find somewhere else to go.

icadle said...

Email corporate - the investor relations department and tell them how much you love their products and that you've stuck with them through all the transition in your life - moving, new low paying job, back to another job, etc and tell that you are aware of all they have done recently to improve customer service and that you are concerned because even after all their efforts, they can still manage to send a cup of coffee out the door when it is only half full.

(note the glass is not half-empty ;-))

EAJ said...

I agree with TC. Call and be very nice about it and tell them you will swing by later today for them to credit your gift card. If they have an ounce of customer service, which I find most Starbucks do, they will credit you for the full amount.

HappyascanB said...

Definitely contact them this afternoon and speak to the manager. They should definitely make things right!

ella said...

I would either contact the manager or go straight to corporate.

Starbucks is an evil empire!

B said...

I am the type that I would go right back I couldn't help myself and I agree with ella starbucks is evil - they know what they are doing and they are very good at it- and we can't help ourselves- I know I can't

brandy said...

d) Call as soon as you got to work. Explain what happened and why you couldn't go back immediately to talk to them in person. I've discovered that companies are really good about this, and because it takes effort to call, they will most likely give you something free. Good luck!

jennifer said...

Go back this afternoon and ask for a credit for the drink, then write a letter (either complimentary or critical, depending on how they respond) to corporate, copying the local store.

Thomas said...

My policy, as a lawyer, is always to sue the bastards.

Kimberly said...

I say b...think of all the money you will save!!!...and also d if you are feeling assertive and have the energy. but my experience is that sometimes fighting things drags it out longer and bothers me more, so it's easier for me to let go of if I just give myself an alternative and think of how I am no longer a slave to "the man."

Sara Jane said...

I would say something next time you go in. Starbucks is all about some customer service. They will surely take care of the issue.

PS- I love the CDL!

Lib said...

heehee--this reminds me of a long weekend haul at the hospital about a year ago...we ordered food and a box of coffee from Jason's Deli to help us get through the rest of the long shift. anyhow, the box of coffee showed up EMPTY. what the heck?? how can this HAPPEN?

anyhow, we totally called them back (we were DESPERATE for some caffeine) and they drove back out with a box that actually had coffee in it. it was cold. we microwaved it and called it a day.

Scotty said...

TCs answer!

:)