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http://www.utsandiego.com/news/2015/may/19/starbucks-manager-rant-video/
So much for the sentiment that the customer is always right.
Last week a Starbucks supervisor acted like one particular customer was entirely, completely, absolutely wrong in a minute-long rant caught on multiple cell phone cameras and shared by the customer who bore the brunt of it.
It began over an edible straw and ended with the New York City shift supervisor, out of work and trying to explain herself.
Two videos of the encounter have now combined for four million views on YouTube.
Here's what customer Ruby Chen wrote on YouTube:
Terrible experience: In 5/12/2015, 86-51 Broadway, starbuck 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 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 "sry 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.
'Are you serious?'
A 2:35 video, which another customer originally posted to Facebook and which has two million views of its own, features this exchange:
Melissa: "I don't care. I don't care. Give me the straw. Give me the straw. Give me the straw. Give me the straw. [To a co-worker] Go call the cops. Thank you."
Ruby: "Excuse me. Is there a manager? Is there a manager?"
Melissa: "You're talking to it. You're talking to the manager. Get out. You're not going to be served here.... Bye. Bye. Bye. You're not going to be served so you can give me the straw and leave or you can leave with the straw and not be allowed back in here. Which one do you want to do? Which one do you want to do? No because ween I told you the price you wanted to keep arguing so which one do you want to do? Which one do you want to do? You're not going to be served here. Which one do you want to do? .... Which one? Which one?"
Ruby: "Are you OK? Are you OK?"
Melissa: No, are you OK? Do you not get it?"
Ruby: "What's going on with her?"
Melissa: "Do you not get it?"
Ruby: "Are you serious?"
PIX11 tracked down Melissa after she lost her job and the 25-year-old said she was quit, not fired: "It was like a ticking time bomb for me, so I've been disrespected by customers all the time. This is not the first time. I've had lox thrown at me."
Melissa added: "She kept calling me names and then she took the frappuccino straw and pointed it at my face so I was already getting really upset but then when I asked her to step to he side, she started getting a couple of other customers riled up so I had five other men cursing me out."
A statement from Starbucks said: "The customer's experience is not reflective of service our baristas provide. The partner was immediately suspended and no longer works for Starbucks. Our leadership team has reached out to the customer to make things right. This experience is not what we want our customers to have in our stores. We worked quickly to resolve this."
Chen said on her Facebook page that she was offered a $100 gift card to Starbucks.
Did she accept it? That's unclear.
So much for the sentiment that the customer is always right.
Last week a Starbucks supervisor acted like one particular customer was entirely, completely, absolutely wrong in a minute-long rant caught on multiple cell phone cameras and shared by the customer who bore the brunt of it.
It began over an edible straw and ended with the New York City shift supervisor, out of work and trying to explain herself.
Two videos of the encounter have now combined for four million views on YouTube.
Here's what customer Ruby Chen wrote on YouTube:
Terrible experience: In 5/12/2015, 86-51 Broadway, starbuck 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 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 "sry 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.
'Are you serious?'
A 2:35 video, which another customer originally posted to Facebook and which has two million views of its own, features this exchange:
Melissa: "I don't care. I don't care. Give me the straw. Give me the straw. Give me the straw. Give me the straw. [To a co-worker] Go call the cops. Thank you."
Ruby: "Excuse me. Is there a manager? Is there a manager?"
Melissa: "You're talking to it. You're talking to the manager. Get out. You're not going to be served here.... Bye. Bye. Bye. You're not going to be served so you can give me the straw and leave or you can leave with the straw and not be allowed back in here. Which one do you want to do? Which one do you want to do? No because ween I told you the price you wanted to keep arguing so which one do you want to do? Which one do you want to do? You're not going to be served here. Which one do you want to do? .... Which one? Which one?"
Ruby: "Are you OK? Are you OK?"
Melissa: No, are you OK? Do you not get it?"
Ruby: "What's going on with her?"
Melissa: "Do you not get it?"
Ruby: "Are you serious?"
PIX11 tracked down Melissa after she lost her job and the 25-year-old said she was quit, not fired: "It was like a ticking time bomb for me, so I've been disrespected by customers all the time. This is not the first time. I've had lox thrown at me."
Melissa added: "She kept calling me names and then she took the frappuccino straw and pointed it at my face so I was already getting really upset but then when I asked her to step to he side, she started getting a couple of other customers riled up so I had five other men cursing me out."
A statement from Starbucks said: "The customer's experience is not reflective of service our baristas provide. The partner was immediately suspended and no longer works for Starbucks. Our leadership team has reached out to the customer to make things right. This experience is not what we want our customers to have in our stores. We worked quickly to resolve this."
Chen said on her Facebook page that she was offered a $100 gift card to Starbucks.
Did she accept it? That's unclear.
