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  • My husband and I got grande "for here" cups with white hot chocolates tonight. They charged us for venti white mochas and I didn't even notice until we were drinking them (caffeine at 6:30pm, that's just great). I told the barista on bar and he said, "sorry about that" but didn't make the moment right (as per corporate policy). Whatever. So before we leave my husband asks for a refill iced tea to go, and the shift tells him it has to be coffee to get a refill.... Incorrect. I showed her the Starbucks website official corporate refill policy and she read it out loud but straight up refused to read the last half of the last sentence where it says clearly "regardless of original beverage." Then she started telling me that I must be from California. I told her I've gotten these refills in London, Dublin and Toronto, and that it is international corporate policy. I reminded her that HQ is in Washington. What does California have to do with anything?? I told her not to judge where she thinks I'm from and use that to discriminate against me. I told her that if she wants to be the best barista she can be, she should consult her manager and clarify the policy. She said, "We already done that, this is how our district has always etc..." I feel like they should have just given us whatever we wanted if not JUST because they screwed up our original order anyway. This store had the same terrible customer service and lack of policy comprehension when they were next door and their ratings were terrible, so they moved to this new address to start fresh and have quickly chipped away at their rating yet again because the address is the only thing that changed. Starbucks corporate needs to clean house in this store. It's an embarrassment to the brand to be run this way. At least there are a few cheerful partners who love their job and do it well, but tonight is not the first time they've ruined my evening with their awful customer service. I wish I lived closer to a different corporate Bux, but I guess it's worth the drive to avoid these stubborn, misinformed people.
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