… is a new Starbucks in Derby!
Email to Starbucks Customer Services – copied for the Blog in the spirit of venting/ranting
I’m writing this from Derby’s one and only, solitary, unique, isolated, orphaned, stand-alone and — above all — over-capacity ‘real’ Starbucks.
Don’t get me wrong, Lara and her team do a great job, but they simply don’t have the tools (i.e. the right sized store) to cope with the demand for large periods of time. The recent refit has helped, but only a little. As I type, the queue is out the door and this is not peculiar to the Christmas period. How many potential customers see that and are immediately put off. It isn’t as though there aren’t enough Costa’s in close proximity for them to turn to instead.
Similarly, the ‘licensed’ Starbucks at Pride Park has reinvented itself in the last twelve months. It has gone from a potential gold mine spoiled by indifferent staff to a real treasure of a place – the staff (the same people!) are now welcoming and evidently proud of the brand. There is nothing to be critical of in respect of Pride Park – except the perennial issue of licensee branches not being able to accept Starbucks Card and its Rewards.
Returning to the issues with the Westfield Centre Starbucks. I realise that much of the problem is right there — Westfield. They are, I guess, for that reason that there is no BT Openzone free WiFi? This is something of a deal breaker for me, combined with being completely unable to get comfortable and work, sitting out in the mall as I am. I also get that, given the huge amount of footfall here, not making customers comfortable, and so having them settle for an extended period, is likely deliberate? This is an awful long way from “The Third Place” concept that Starbucks used to promote.
I have said it before, and I will continue to wish for it, but can we PLEASE have East Street back!? It is still vacant and itself will benefit from the significant upturn of pedestrian traffic there now the bus station has reopened. In its glory days (i.e. right up to the moment it suddenly closed) it was everything I would expect of a Starbucks, having sampled the brand around the world. It was the epitome of the Third Place.
Well, I got a reply:-
Thank you for contacting Starbucks.
I apologise for your recent experiences with your local stores in the area. We recently announced our intent to create 5,000 new jobs in the UK over the next five years. To support our jobs creation plan, our intention is to build 200 new drive-thrus across the country over the next five years.
I appreciate your request for a Starbucks store in your area and have shared it with our Store Development Team for their consideration.
Thank you for taking the time to contact us and we look forward to welcoming you back to your local store soon.
Is it just me, or have they completely missed the point? I really wasn’t looking for an apology, but that is clearly the default position these days.
The original text of the email was in different fonts, confirming the obvious that the reply was simply two stock answers pasted into the message.