The Daily Dot
"They changed the system": Barista explains why your Starbucks mobile drink isn…
“People are literally just impatient and arrogant.”
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Starbucks Mobile Order System Under Scrutiny Following Barista's Viral Explanation
A recent video posted by a Starbucks barista has shed light on the operational challenges faced by employees due to the company's mobile ordering system. The barista, identified as "lenlen," explained that unlike many other establishments, Starbucks initiates mobile order preparation immediately upon receipt, rather than waiting for the customer's arrival. This practice, she detailed, often leads to customer frustration, particularly at drive-thru locations, where patrons expect their pre-ordered beverages to be ready instantly. According to the barista, mobile orders are frequently queued behind a multitude of other incoming orders, including those placed directly in the cafe, which are now prioritized. This system creates a disconnect between customer expectations and operational reality. "The person making drive-through drinks is not making your mobile order," lenlen stated, emphasizing the separate workflows. She further elaborated on the inefficiency caused by baristas having to sift through numerous order stickers to locate a specific mobile order, which can mislead other customers into believing their drinks are being prepared when they are not. Customer comments on the video echoed these frustrations, with many sharing their experiences of long waits and melted drinks, despite placing orders well in advance. Some customers expressed sympathy for baristas, directing their criticism towards Starbucks' corporate system. One commenter suggested, "They need to remove the option for drive thru pickup. If you’re gonna wait in that line, might as well order there. Mobile orders should just be for walk in pick ups only." Another added, "Sounds like a Starbucks issue to me. Stop putting this on the customers keeping you employed and tell your company to not allow mobile orders to have the drive thru option." The video highlights a significant operational and customer service challenge for the coffee giant.
