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Updated by user Jun 08, 2016

I sent the CEO Schultz several emails regarding this matter and a Senior Claims Rep Hendly called and said we are denying your claim in full. However, she never spoke with my daughter or/and me.

She said, she listen to the calls and came to that conclusion. Although, we sent documentation from doctors confirming the allergic reaction my daughter had after given whole milk from Starbucks instead of the soy milk she requested.

Original review posted by user Jun 07, 2016

Good Afternoon Mr. Schultz,

First of all Mr. Schultz, I would like to apologize to you in advance for having to bring this matter to your attention!

My name is Antoinette Cain and it truly saddens me to have to contact you regarding these issues we've had/have with the experiences with Starbucks local office her in Cool Springs, TN, Starbucks Corporate, switchboard operators at the Executive office (Kristopher, Teresa and Tanya) these are the names me and my daughter were given.

My daughter Anitia Flowers is a Goal Member of Starbucks. My daughter always order the same drink because, she has allergies to whole milk. She always order a Vanilla Bean Frappuccino with Soy Milk, a shot of Espresso and extra whip. On May 20, 2016, my daughter went to your Cool Springs location and order her normal drink; however, her drink was made with Whole Milk instead of Soy which caused my daughter to have a very bad allergic reaction immediately and to have to seek medical attention. The doctor confirmed one of our most concerns, she had a very bad allergic reaction to the Whole Milk; her tongue swell, she had bumps on her tongue and hives on her body and she had trouble breathing; most of all, she is pregnant. We called your 800 number and was provided a case number and was told that the District Manager for that store will be contacting me within 24-48 hours. Well, 48 hours exceeded and we did not get a call, so we called back to the 800 number to asked them the status of her claim and to let them know that no one had called. We were treated rudely and as though we had committed a crime. Finally, my daughter decided to call the store once again and spoke with a rep who called the district manager. When the incident first happened, we called and spoke to Beth who told us that her district manager will be calling me. The District Manager Elizabeth called and apologized, she said, they take full responsibility for the incident and that this should have never happened. Also, she was going to take every measure for this not to happen again. She stated, she was going to have the store manager and offered to be our go to person if we encountered any issues with the claim. The manager called the very next morning and took full responsibility for the incident and apologized for the incident. We were told, that they were completing an incident report and will be submitting the claim, but they are here if we need them or have any trouble. When we contacted your 800 number back, we have been treated so rudely, hung up on, reps refusing to allow us to speak to supervisors and managers, reps saying they don't care what we do, go ahead and get an attorney it is you, other reps including executive switchboard reps (Kristopher, Teresa and Tanya) transferring us back and forward to the reps who refuse to help, us being told that they will transfer us to someone in the Executive Office to help us if we keep getting the run around, but Kristopher saying he use to work as a level lll rep and they can not take my call, they are to busy to talk to me, they are not going to let no one speak to us in the executive office to help us, call back later, being hung up on, etc. this is to mention some things but it is much more. We have been so disappointed because, we truly believed that Starbucks cared about their customers, but we have been treated in a manner that no customer/person should be treated. We sent in my daughter medical records and our request; only, to be hung up on and told they can't talk to us. This situation has truly made a bad mark on us, we did nothing wrong; although, your reps stated that your whip cream is made of whole milk, but it is made of heavy cream for this your reps blamed it on my daughter; however, my daughter is allergic to whole milk. We have been on the phone pretty much all afternoon and evening with your reps for level lll and managers to answer our calls, but to be left on hold for long periods of time and hung up on; this happened to us again today 6/6/16. They refuse to let us talk to the claim adjusters or/and for us to speak with any adjusters or level lll. We were told that the case was closed, but it is still pending. We are so confused and do not know what to do.

Can you please assist us this matter? We have called your executive switchboard and your staff keeps hanging up on us and refuse to let us speak with a supervisor or anyone in the executive office.

Thank you so very much!Hi Mr. Schultz,

We just had a Cortney Hendly, Sr. Rep Call us today (6/7/16).

It is amazing, the unprofessionalism including laughing we have encountered by your staff. I do not think it is funny nor is it ok to give anyone food/drinks that they are allergic to. However, Ms. Hendly stated that you all agree with her and her decision.

A Cortney Hendly (Senior Claim Adjuster), (206)318-****, just called us to deny my daughter's claim after being given whole milk that she is highly allergic to by Starbucks Staff. Ms. Hendly, could not give us a justifiable answer or reason to the denying of the claim that my daughter was given whole milk but always get Soy Milk. What they have done has truly changed our opinion that Starbucks really cares about their customers. Their reps have been justified with their unprofessional behavior, including hanging up on their customers and telling they are busy and can't stay on the phone with you, they have others to talk with. Cortney went as far as saying, their Executive Office knows and agrees with her. Although, they requested all my daughter's medical records and bills and her doctors' verified that she was given whole milk by Starbucks and her tongue swell, bumps on her tongue and hives on her body along with her having asthma. (WE WANT TO MAKE SURE THAT THIS DOES NOT HAPPEN TO ANYONE ELSE)!!! STARBUCKS DO NOT CARE ABOUT THEIR CUSTOMERS AND IS ONLY CONCERNED ABOUT MAKING MONEY!!!!!!!!!!!!!!!! PEOPLE PLEASE BE AWARE AND BE CAREFUL FOR YOU NEVER KNOW WHAT YOU MIGHT GET AND IT CAN CAUSE YOU, SOMEONE YOU KNOW OR LOVE LIFE/LIVES!!!!!!!!!!!! SHAME ON STARBUCKS!!!!!!!

Reason of review: My daughter requested soy milk but was given whole milk and highly allergic.

Monetary Loss: $3000.

Preferred solution: Full refund.

Starbucks Cons: Not getting what im supposed to, Poor quality product, Horrible customer service, Corporate responsibility.

Location: West Sacramento, California

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Guest

Appalling conduct and FAILURE on Starbucks part to manage. So very sad to hear of this treatment to anyone, let alone a Paying customer!

Further example of Arrogance and Greed on the part of this company. SHAME Starbucks SHAME

Guest

Why would she get extra whip!?!? No wonder she had an allergic reaction!!!

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