Is Starbucks punishing walk-in orders?

[Anonymous]

Anonymous wrote:I don't think there is any mechanism to stagger online/app orders, so it is very possible for a Starbucks to get slammed at the same time with an unlimited number of app orders (esp on Saturday and Sunday mornings). The app just keeps taking in as many order as people place, leaving someone going in person with no idea where their order is in that line. I absolutely would hate to work there. Whenever I go, their workers are always running around working, it's like they can never catch up.

Yes, this.

My niece is a Starbucks barista. Mobile orders are a complete PITA for exactly the reasons you specify. She much prefers walk ups or drive thru -much nicer flow. I don't think that it's purposeful ignoring of in-person walk ups, just that the mobile orders can get so overwhelming.

[Anonymous]

I doubt it's punishment or even an intentional decision at all. I strongly suspect it's just unintended fallout of being able to track metrics more easily for drive-through and online orders.

Franchises track things like drive-through times and often have targets set by upper management. Online apps often track when your order is ready, and that's an easy audit.

It seems a little paranoid to think this is punishment. It's likely just the consequence of tracking, and letting things fall aside when they are not being tracked.

[Anonymous]

Anonymous wrote:I doubt it's punishment or even an intentional decision at all. I strongly suspect it's just unintended fallout of being able to track metrics more easily for drive-through and online orders.

Franchises track things like drive-through times and often have targets set by upper management. Online apps often track when your order is ready, and that's an easy audit.

It seems a little paranoid to think this is punishment. It's likely just the consequence of tracking, and letting things fall aside when they are not being tracked.

Paranoid? You literally detailed a motive and why store and district management would prioritize drive-thru orders over walk-ins. lol

[Anonymous]

Anonymous wrote:I doubt it's punishment or even an intentional decision at all. I strongly suspect it's just unintended fallout of being able to track metrics more easily for drive-through and online orders.

Franchises track things like drive-through times and often have targets set by upper management. Online apps often track when your order is ready, and that's an easy audit.

It seems a little paranoid to think this is punishment. It's likely just the consequence of tracking, and letting things fall aside when they are not being tracked.

This is it and it's not just starbucks, it's everywhere with a drive through. If you pay through the app, just don't tip if they let you sit while making sure the drive through moves

[Anonymous]

Anonymous wrote:I think you may be on to something!

In person customers who stay at a coffee shop are the least profitable/most potentially problematic for the store. Everything else is pure profit.

Several years ago, I was talking to a starbucks employee who bemoaned how they are evaluated by their drive-thru times, so they have to focus on that to the detriment of everything else. I can only imagine it's gotten worse with door dash, ubereats, etc.

Many fast food and fast casual restaurants are trying to shrink their store footprints because of this. Wouldn't be surprised if Starbucks does the same. You eke out more profit per store if you focus on to-go and drive-thru in the tiniest space possible. Greed, basically.

[Anonymous]

You have too much time on your hands

All drive thrus work this model. Chic Fila is number one drive through go inside wait forever.

[Anonymous]

Went through 10 car backup drive-thru today and it was definitely quicker than going inside. The only time drive-thru is slower is if a driver in front of you has a large frappuccino order. A handful of different fraps always seem to take a lot of time.

The quickest way of course if mobile ordering en route and then only popping inside when it's confirmed ready and waiting. But to do that you are required to deposit $20 or $50 with the de facto bank of Starbucks.

[Anonymous]

I rarely get Starbucks and when I do it is at uncrowded locations. Was so surprised when I ordered on the app at a busy location is took 30 minutes. Not that it took 30 minutes but there is no way to inform customers. Why don't they have a tracker for the order like most chain pizza places or even a more general, your order will be ready in 15-25 minutes or 20-3O minutes. What good does it do for them to have 40 mobile order people standing around with no time frame.

[Anonymous]

Anonymous wrote:You have too much time on your hands

All drive thrus work this model. Chic Fila is number one drive through go inside wait forever.

You think it's common knowledge going into an empty store and ordering is slower than a backed up drive-thru? I had no idea.

[Anonymous]

Anonymous wrote:I rarely get Starbucks and when I do it is at uncrowded locations. Was so surprised when I ordered on the app at a busy location is took 30 minutes. Not that it took 30 minutes but there is no way to inform customers. Why don't they have a tracker for the order like most chain pizza places or even a more general, your order will be ready in 15-25 minutes or 20-3O minutes. What good does it do for them to have 40 mobile order people standing around with no time frame.

It's also so gross and unappealing to see all of the half if not fully melted fraps and iced drinks on the pickup counter. And I assume most of the hot drinks are luke warm by then. I don't understand who wants to drink that crap.

[Anonymous]

Anonymous wrote:

Anonymous wrote:You have too much time on your hands

All drive thrus work this model. Chic Fila is number one drive through go inside wait forever.

You think it's common knowledge going into an empty store and ordering is slower than a backed up drive-thru? I had no idea.

NP, yes, I'd think common knowledge, unless someone is very sheltered and unobservant.

[Anonymous]

Anonymous wrote:

Anonymous wrote:I rarely get Starbucks and when I do it is at uncrowded locations. Was so surprised when I ordered on the app at a busy location is took 30 minutes. Not that it took 30 minutes but there is no way to inform customers. Why don't they have a tracker for the order like most chain pizza places or even a more general, your order will be ready in 15-25 minutes or 20-3O minutes. What good does it do for them to have 40 mobile order people standing around with no time frame.

It's also so gross and unappealing to see all of the half if not fully melted fraps and iced drinks on the pickup counter. And I assume most of the hot drinks are luke warm by then. I don't understand who wants to drink that crap.

I don't get Starbucks all that often, maybe once a month, and my nearest Starbucks is across the street from a train station and on the fringes of a college campus. So it's BUSY. Usually I place the order a few minutes before I'm ready to leave the house, walk the 10 minutes to the store (or drive 3 min) and it's always ready fo rme on the counter, still hot.

Physical laws of heat/cold...they're a thing.

[Anonymous]

My understand is that they are filled in the order in which they are received regardless of how they are placed.

I have walked into a Starbucks seen a long line, placed a mobile order and received my coffee before the people in line even get to the counter.

[Anonymous]

They should have 1-2 baristas devoted to in person customers.

[Anonymous]

I would absolutely say you are punished for counter/walk-in orders. Look at the order status board and watch names go from being received after yours to being in progress before you