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

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[quote=Anonymous][quote=Anonymous][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]

Agree.  I do think that if a customer is standing right there, in line, they should not be made to wait while a slew of online orders are processed.  There are many reasons people don't order on line, and an unpredictable ETA is one of them. OP, that woman thought she was entitled to the next one order that she thought was similar to hers - but I am guessing she would not have done it to someone else (ie: a man).[/quote]

OP here. Interesting -- very possible. I'm a short, petite woman who is younger than her. It's very possible she thought she could push me around, and really, she did. It's not like I chased her out of there. [/quote]

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