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1 Former Starbucks workers say the chain’s mobile ordering is out of control — leading to in-store delays, rude customers, and the pressure to make TikTok-inspired drinks

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Former Starbucks workers say the chain’s mobile ordering is out of control — leading to in-store delays, rude customers, and the pressure to make TikTok-inspired drinks

Starbucks workers say the chain is letting too many customers place orders on its app.
They say some stores don’t have the capacity to keep up with demand.
Starbucks also allows unlimited drink modifications via its app, which staff say they’re sick of.

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As well as racing to bring down drive-thru times and navigating maskless customers, Starbucks workers are facing another challenge: mobile orders.

Customers have turned to the Starbucks app during the pandemic because it allows them to order in advance and without any face-to-face interaction. Some baristas say this has left them swamped with mobile orders, which now make up more than a quarter of its US transactions.

“The whole mobile order system is really bad,” Nat El-Hai, a former Beverly Hills Starbucks barista, told Insider.

Read more: These 9 food tech startups are capitalizing on the labor crunch with tools that help franchisees hire or automate the restaurant workforce

Current and former staff told Insider that the chain is letting too many customers place orders on its app and it doesn’t have enough staff, causing delays for in-store customers.

A Starbucks spokesperson told Insider that this was “not illustrative of the customer and partner experience in a majority of our stores.”

Mobile orders start trickling through as soon as her North Carolina store opens at 5 a.m., barista Sarah Ann Austin said.

One former New York barista said most of their store’s sales were mobile orders, and that they could get more than seven a minute during busy times.

El-Hai said her store would often be swamped with walk-in and drive-thru customers and was “chronically understaffed.” She said staff were told they couldn’t turn mobile ordering off, however.

A former barista from Long Beach, California, said that before the pandemic when the store was too busy, management sometimes used to turn off the point-of-sale system used for mobile ordering and pretend that the server was down.

Customers expect rapid service and heavily modified drinks

Customers get an estimated collection time when they order on the app. A Starbucks spokesperson told Insider that this helped to stagger arrivals based on how long drinks take to make.

But El-Hai and Austin said that many customers placed their app orders on their way to the store and didn’t give enough time for staff to prepare their drinks. They were angry if they had to wait, the barista said. Some customers even placed orders on the app after arriving at the store, El-Hai said.

On the other hand, some customers were very late to collect their orders, but would “get mad” if the baristas had thrown their drinks away, El-Hai said. A former Los Angeles barista said staff sometimes had to remake drinks if they were cold or had melted by the time customers arrived.

At times, the app sometimes didn’t update when ingredients ran out in the store, meaning people would order drinks that couldn’t be made, El-Hai said. Mobile-order refunds could only be carried out on the app, which could be slow, “and people get really upset with you,” El-Hai said.

“It’s not set up the way it needs to be,” Stephanie, a barista in British Columbia, Canada, said. She told Insider that sometimes the app didn’t reflect when the chain’s collectable coffee cups were out of stock.

The Starbucks spokesperson said: “The app shows what is available in each location and the stores turn it on and off. It is accurate and it says what it has available.”

The workers also said that customers were taking advantage of the unlimited modifications available through mobile ordering. One shift supervisor in Maryland said some customers added modifications “just because they’re there.”

They added: “People can make drink combinations that not only aren’t intuitive but also just don’t make sense.”

El-Hai shared a photo with Insider of a drink she had made for a mobile order customer who had asked for 12 shots of coffee, alongside five shots of hazelnut syrup, in an iced latte.

They added that staff were sick of making so-called “TikTok” drinks, which are inspired by viral trends and not limited to mobile orders.

Other workers told Insider that these drinks slowed down drive-thru times and made customers angry when they weren’t made perfectly. They said that the company should cut down the number of modifications allowed.

Do you work at Starbucks? Got a story to share? Email this reporter at gdean@insider.com.

Extra Information About why does starbucks close mobile order That You May Find Interested

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Starbucks Staff: Mobile Ordering Is Out of Control, Causing …

Author: businessinsider.com
Rating: 3⭐ (275356 rating)
Highest Rate: 5⭐
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Sumary: Starbucks lets customers make unlimited modifications on its app, which some staff say they’re sick of.
Matching Result: Former Starbucks workers say the chain’s mobile ordering is out of control — leading to in-store delays, rude customers, and the pressure to …
Intro: Former Starbucks workers say the chain’s mobile ordering is out of control — leading to in-store delays, rude customers, and the pressure to make TikTok-inspired drinks Starbucks workers say the chain is letting too many customers place orders on its app. They say some stores don’t have the capacity to…
Source: https://www.businessinsider.com/starbucks-mobile-ordering-app-barista-pandemic-coffee-customers-online-digital-2021-6

Starbucks confirms the mobile order feature in its app is down

Author: businessinsider.com
Rating: 3⭐ (275356 rating)
Highest Rate: 5⭐
Lowest Rate: 3⭐
Sumary: The company said customers can still order in person, but mobile orders via the app accounted for 25% of the company’s total at owned locations last quarter.
Matching Result: Starbucks customers reported outages on its app on Thursday morning. · Starbucks said the outage is temporary and customers could still order by …
Intro: Starbucks confirms the mobile order feature in its app is down Starbucks customers reported outages on its app on Thursday morning. Starbucks said the outage is temporary and customers could still order by drive-thru or in-store. Mobile orders through Starbucks’ app make up 25% of transactions. Loading Something is loading….
Source: https://www.businessinsider.com/is-the-starbucks-app-down-mobile-order-outage-2022-5

Mobile Order & Pay – Starbucks Coffee Company

Author: starbuckscardth.in.th
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Sumary: To use Mobile Order & Pay, customers follow five easy steps:
Matching Result: What is Mobile Order & Pay? … No time? No line. The Starbucks ® TH mobile app for iPhone ® or Android™ allows customers to place an order and pay ahead before …
Intro: Starbucks Coffee Company Ordering & Pickup How do I place an order? To use Mobile Order & Pay, customers follow five easy steps: Click on the “Order” option from the menu on the bottom of the screen Select the store for pick up: Approximate wait times will be viewable on the…
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Why can't I order ahead at Starbucks? – starbmag

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Sumary: Have you been contemplating grabbing a drink at Starbucks but do not want to make the long queue at Starbucks instore.
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Intro: Why can’t I order ahead at Starbucks? (Why is order ahead unavailable for Starbucks, and what to do about it) Have you been contemplating grabbing a drink at Starbucks but do not want to make the long queue at Starbucks instore, so you tried ordering ahead only to realize you…
Source: https://starbmag.com/why-cant-i-order-ahead-at-starbucks/

Starbucks on the App Store

Author: apps.apple.com
Rating: 3⭐ (275356 rating)
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Sumary: ‎The Starbucks® app is a convenient way to order ahead for pickup, scan and pay in-store and customize your favorites. Rewards are built right in, so you’ll earn Stars towards free drinks and food on your purchases. Mobile Order & Pay Customize…
Matching Result: The Starbucks® app is a convenient way to order ahead for pickup, scan and pay in-store and customize your favorites. Rewards are built right in, so you’ll earn …
Intro: ‎Starbucks The Starbucks® app is a convenient way to order ahead for pickup, scan and pay in-store and customize your favorites. Rewards are built right in, so you’ll earn Stars towards free drinks and food on your purchases.Mobile Order & PayCustomize and place your order, then pick up from a…
Source: https://apps.apple.com/us/app/starbucks/id331177714

Starbucks – Apps on Google Play

Author: play.google.com
Rating: 3⭐ (275356 rating)
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Sumary: Quickly order, pay, reload your Starbucks Card and earn free drinks or food.
Matching Result: The Starbucks® app is a convenient way to order ahead for pickup, scan and pay in-store and customize your favorites.
Intro: Starbucks – Apps on Google PlayThe Starbucks® app is a convenient way to order ahead for pickup, scan and pay in-store and customize your favorites. Rewards are built right in, so you’ll earn Stars towards free drinks and food on your purchases.Mobile Order & PayCustomize and place your order, then…
Source: https://play.google.com/store/apps/details?id=com.starbucks.mobilecard&hl=en_US&gl=US

Frequently Asked Questions About why does starbucks close mobile order

If you have questions that need to be answered about the topic why does starbucks close mobile order, then this section may help you solve it.

Why does Starbucks disable mobile ordering every single time?

To guarantee that in-store customers receive high-quality services and goods, Starbucks stores may disable mobile ordering when they are extremely busy with in-store customers.

Why does the Starbucks mobile order function poorly?

Customer service If your Starbucks® app is not functioning, you may be using an old version that is no longer supported; therefore, we ask that you download the most recent version from the iTunes App Store or the Google Play store for Android.

When does Starbucks stop accepting orders from mobile devices?

A mobile order can be placed up to 30 minutes before the store closes.

Starbucks mobile ordering: how long is it?

In 2015, Starbucks introduced “Mobile Order & Pay,” a service that combines the company’s current payment method with brand-new online ordering capabilities that allow customers to place orders ahead of time for store pickup.

Why does Starbucks keep the faucet open?

Each Starbucks has a cold tap behind the counter that runs into a sink known as a “dipper well” – used to wash utensils. Under the company’s health and safety rules, staff are banned from turning the water off because management claim that a constant flow of water prevents germs breeding in taps.

Why does Starbucks have a secret menu?

The drinks are off-the-menu, which means Starbucks baristas aren’t trained to learn how to make them, meaning customers and baristas created them on their own by altering the regular menu.

Why did Starbucks discontinue its online store?

Starbucks’ sales channels are being’simplified,’ according to company spokeswoman Maggie Jantzen: ‘We’re continuing to invest in amplifying Starbucks as a must-visit destination and are looking across our portfolio to make disciplined, thoughtful decisions.’

What proportion of Starbucks orders are placed on mobile devices?

Mobile orders represented 26% of US Company-operated transactions in Q2 [2021], up from 18% a year earlier, as we continued to leverage the benefits of our mobile app to enhance the personalization of the customer experience and deepen customer engagement.

What is the 10-minute rule at Starbucks?

According to Woman’s Day, the 10-minute rule enables baristas to open the store 10 minutes earlier and close it 10 minutes later in order to better serve coffee drinkers.

Is there a 10-minute rule at Starbucks?

The 10-minute rule at Starbucks, according to Better Marketing, entails remaining open 10 minutes after the posted closing time and unlocking the doors 10 minutes before the posted opening time. The rule is meant to provide good customer service.

How much time in a Starbucks is too much?

We do not have any time limits for being in our stores, and continue to focus on making the Third Place experience for every Starbucks customer.” Starbucks’ Wi-Fi is even free–although not infinitely. Customers (with Starbucks cash cards) get two hours for nothing, after which they have to pay.

What Starbucks order is the shortest?

A short is the smallest Starbucks beverage available; it is 8 ounces in size and only available for hot beverages, such as brewed coffee and espresso drinks.

What does Kim Kardashian order at Starbucks?

“Small size soy chai latte or smallest size white chocolate mocha with whipped cream,” she tweeted, before explaining, “they have to be the smallest size or they don’t taste the same to me.” So there ya have it folks, Kim K’s Starbuck’s order is not all that complicated, it simply has to be miniature sized.

Which coffee does Taylor Swift get at Starbucks?

How to Order “Taylor’s Latte” At Starbucks, you can order a Grande Caramel Nonfat Latte by requesting the “Taylor’s Latte” or “Taylor’s Version.” This beverage is made with nonfat milk and 4 pumps of caramel syrup in a grande size (16 ounces).

What does Lady Gaga order at Starbucks?

When it comes to Lady Gaga’s order, it’s all about the matcha lemonade. “I instantly fell in love with [it],” she says. But while the average Starbucks customer can’t even get her name spelled right, Lady Gaga’s order actually makes the world a better place.