You could consider me one of the “regulars” at my local Starbucks. I go there a lot, and I like the Starbucks partners that work there–they are cool, and super friendly. In fact, if someone asked me if the customer service at my Starbucks was good, I would respond with “NO, it’s GREAT”. They usually spot me in line and start my drink, even if there are a few people ahead of me. They know me by name, and they engage me in light, friendly conversation most of the time. It’s pretty wonderful.
BUT the other day one of the partners did something that went SOOOOOOOOOO far above and beyond the call of duty when it comes to customer service…it completely blew me away and I think deserves some recognition (from all 7 of you that still read this thing, HAHA).
A month or two ago Starbucks released Iced Via–sweetened instant coffee that dissolves easily in cold water or milk.

I tried it with water and it was OK, but I was SOLD on it when I tried it with nonfat milk and shaken. THAT was the ticket! So I became a regular purchaser of this stuff and decided to also get one of the Iced Via Tumblers. A good purchase, but the tumbler was pretty fragile and broke after I had it for only a few days.

So I brought it to my store and mentioned it casually to one of the baristas…he told me to exchange it for another…and then the dude reached over to grab their last one and accidentally dropped it on the ground and it broke…EPIC FAIL! HA…so I was out of luck for the time being. He told me to check back in a few days and they should have some more…and I did…And then they told me that the warehouse locally was out of them and they were TRYING to order more, but there were none…so I kept checking back, day after day…
“Did you get the tumbler yet?”
“No…sorry…warehouse is still out…”
This happened for a few weeks…
In preparation for the eventual re-stock of the tumbler at my store, I drove around with my broken tumbler in the trunk of my car, waiting for the day when they would finally arrive…I EVEN tried to return the tumbler at a DIFFERENT Starbucks, unsuccessfully.
So I walk into my Starbucks this past Friday and one of the baristas–who we will now refer to as Marcie (because that is her name) says to me, “Oh, did anyone tell you that we got a tumbler here for you?”
“What? You DO?!?”
“Yes, we have an Iced Via Tumbler for you so you can finally exchange it.”
“No, no one told me. THAT’S GREAT!!!! What happened?! How did you get it?”
“Well…”
AND HERE IS THE CRAZY-AMAZING PART…
Marcie continues…
“I was at a Starbucks near my house, and I noticed they had the tumblers in stock, so I bought one, brought it to this store, returned it so I got my money back, and kept it in the back with your name on it.”
(TOTAL SHOCK AND AMAZEMENT)
I went on to profusely thank her and tell her how totally thoughtful that was…and I JUST WANTED TO SHOUT IT TO ALL THE STARBUCKS CORPORATES that read my blog (and I’m sure they all do) that at the Burbank Rancho Marketplace Starbucks (on Alameda) you have an employee that went SO FAR out of her way for a total stranger/customer.
It made my day, of course…
Hats off to you, Marcie-from-Rancho-Marketplace-in-Burbank…you rock.