Subject: Formal Complaint Regarding Unprofessional Service – Morning of August 4, 2026
To the Management Team,
I am writing to formally express my deep disappointment regarding the service I received at your drive-thru location on the morning of August 4, 2026, at approximately 9:05 AM.
Upon arriving at the drive-thru speaker, I placed an order for a latte. The server initially asked for my order, placed me on hold, and then returned to ask the same question. I repeated my request and proceeded to the payment window.
At the payment window, I was not greeted or acknowledged in any way. I was simply directed to pull forward, with the assurance that my coffee would be brought out to me shortly. I waited in my vehicle for approximately three minutes. It is important to note that there were no other customers inside the establishment or in the drive-thru line during this time.
After the wait, I decided to enter the store to retrieve my order. Upon my entry, I received no acknowledgment from the staff. My coffee was handed to me without any greeting, apology, or explanation for the delay. Unfortunately, by the time it was given to me, the latte was already cold.
Given that I was in a rush, I chose not to address the issue at that moment. However, I left feeling frustrated and disrespected by the overall lack of professionalism, courtesy, and accountability demonstrated by the morning shift team.
I have always valued your establishment, but this experience has left me questioning the level of care and responsibility shown by your staff. I sincerely hope this feedback is taken seriously and that appropriate steps will be taken to improve customer service standards, particularly during the morning shift.
I would appreciate the opportunity to discuss this matter further. Please feel free to contact me at your earliest convenience.
Thank you for your time and attention to this concern.