Reply to What prompts someone to act like this? (Stealing someone else's Starbucks order)

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[quote=Anonymous][quote=Anonymous]I would never do this myself, and I would react in much the same way as the OP.

I DO understand the motivation. The Starbucks mobile ordering system has made in-store ordering a sh*tshow. When transacting as a walk-up customer I’ve waited as long as 15 minutes for my order to come out. With time spent in line, I can wait around longer than I spend consuming my food. I think this customer was trying to express to the employees that they aren’t doing a good job of balancing the onslaught of mobile orders against the people who are right in front of them. However, most rational people understand that’s a corporate policy, staffing, and technology issue, not a choice the baristas are making.[/quote]

I don't condone the behavior of this particular customer but I do notice daily how online orders are affecting service at various places. For example, I now wait a lot longer at Chopt for a salad than I used to but that has made me basically stop going there as much as I used to. It's just another element of the downfall of everything ... we strive to improve yet it often backfires. [/quote]

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