AS
Ashley Suter
Aug 31, 2026
I have consistently visited this location almost every day for the past two months, so I feel like I have a pretty good understanding of the service and the employees. Unfortunately, over the past 2½–3 weeks, the service has noticeably declined. There are still a select few employees who consistently provide excellent service, but my recent experiences have been increasingly disappointing.
This morning, however, really took the cake.
When I pulled up to the window, I was asked if I had a small [item] — which was not my order. No big deal. The young lady then asked what I had ordered and went inside to find out where my drink was.
At that point, the employee making the drinks told her, “I already made it.” She then proceeded to make 4–5 other drinks before the employee at the register had to go back and ask her about my drink again.
What was particularly frustrating was that the employee making the drinks appeared visibly irritated and had an attitude about having to remake the drink, despite the fact that I had never received it in the first place.
There were only five cars in the drive-thru when I placed my order, and I waited approximately 23 minutes. I had ordered one of your signature drinks with extra espresso, so this wasn’t a complicated or particularly large order.
I completely understand that mornings can be busy, mistakes happen, and employees have bad days. What I don’t understand is being made to feel like I am inconveniencing someone by expecting to receive the order I paid for, particularly after already waiting that long.
I am a very frequent customer of this location, and I have continued coming back because, historically, the service has been good and there are employees there who genuinely seem to care about their customers. That’s why the recent decline has been especially noticeable.
I would appreciate it if management could look into what is going on with the morning drive-thru service and, specifically, the interaction surrounding my order today. I am not looking for anyone to get in trouble; I simply think the situation needs to be addressed before the customer experience continues to decline.