Follow-up: Starbucks responds to "Customer complains about 'ridiculous' Venti one-teabag Chai price change" post

Lisa Passe of Starbucks Global Communications e-mails Starbucks Gossip: "Sorry, I am late to this thread, but wanted to clear up the question on tea pricing. In the U.S. customers are charged by the tea sachet – not the cup size. So this customer should have been charged for either a tall or grande (both are the same price since they take one tea sachet). Canada stores charge by the cup size."

Comments

[Jason Coffee]

Regardless of your view on all this I think it's pretty awesome that Starbucks took the time to address this topic and clarify the policy by emailing you.

Jason Coffee
Coffee Cup News

[Trevor Verhelst]

I buy tea at my local Starbucks here in Edmonton, Canada all the time. I always get charged by the teabag, regardless of the size of cup I ask for.

[BOSTON STARBUCKS REBEL]

I hope that Ms. Passe emails the RDO of New York in order to pass it on to the DM and SM that they need to charge customers the right price for the right drink.

[Happy for Tea Bag Resolved Situation]

I second what BSR said, it's the right thing to do so that they both correct themselves on this and win the customer they may have lost, back.

[Andy, Shift Supervisor, Maryland]

BSR, I'm wondering if an RDO in New York might have bigger problems. Their boss (Alfano) was the guy who got drunk, harassed all of the DMs and made two of the RDOs quit. If the RDO says do something which is wrong, argue with said RDO and do what's right.

[Andy, Shift Supervisor, Maryland]

I forgot to say in that that I agree with you, BSR.

[A. Nony Mouse]

Um. Except tall and grande are not the same price anymore. At my store anyway...

[javagirl666]

They are in my store.

[BOSTON STARBUCKS REBEL]

I mean Starbucks Melody still runs into trouble getting BOLD coffee at Starbucks, even with the "pour over" available for customers. As far as I know, Starbucks that have the "pour over" only use it for decaf.

[baroosta]

At my store, tall and grande hot teas are NOT the same price and with the rollout of the full leaf tea we were told that if a customer orders a Venti one tea bag tea, they are to be charged for a venti and not a tall...

Lisa, can you clear some things up because I am really confused now...

[mornbecomes]

BSR, we stop brewing decaf and bold in the Bunn brewers at my store around 5pm and offer both to customers after that time in a pour-over cup.

[just another partner]

in the usa, tall and grande hot teas are the same price. everywhere. the new full leaf teas... one tea bag in a tall, one tea bag in a grande, both the same price. we dont charge extra for more hot water in a tea. the prices were different BEFORE we switched to the full leaf teas, but they are the same now. :)

[Manny]

Does anyone find the service in Mall stores are getting much better?

[ex-flbarista]

can we clarify how we charge for americanos? I'm sick of getting charged for a 'triple tall' americano when a grande is cheaper!

[Jason Coffee]

@ex-flbarista why not just ask them to charge you for a grande?

Jason Coffee
Coffee Cup News

[Kenyagal]

We just got communication that if a customer asks for a one teabag Venti, we can charge for a Grande. But....if they ask for a Venti, we are to prepare it with 2 teabags and not ask or offer if they want only one. I am in Canada.

[Mrs. Tillinghamshackles]

ex-flbarista,
The Beverage Resource Manual is VERY clear that Americanos are to be charged by the shot, regardless of size. I swear I have to pull out the BRM once or twice a week to prove to newer coworkers (and even a fellow supervisor once!) that this is how Americanos are to be charged.

[Darth Sidamo]

You have it bass ackwards another partner. The the price for a tall and grande were different because grande used to have two teabags. However the grande and venti were the same price because they had the same amount of teabags. Now when you ring in a tall or a grande the prices, with the same amount of tea bags, are different.

[baroosta]

Before the switch, grande and venti hot teas were the same price in my area (and I think the entire US.) Now, all sizes of teas are different prices, like I said before. I guess the only way to know for sure how to properly ring up teas is to look at the BRM since it was just updated to include all the new coffee and tea procedures...

[cheapredapron]

I'd love to know what store this occured in in NYC. I only know one person who would defiantly ring a tea in like that.

[curious customer]

so, around 5pm this afternoon, I'm in the local starbucks (southern California). The customer in front of me says "I'd like a Venti tea, but just one bag" - the barista says "we have to charge you for two, that's just the way we do it". The customer says "ok, but can I get one tea bag on the side?". The barista says "yes, and these teabags are great - they're much stronger than the old tea bags, so you really just need one."

Clearly store policy is not in line with whatever the corporate person is saying. And why would it be? With better teabags, everyone switches to one-bag ventis and revenue drops...

[Everyones friend]

Hi Coffee Lovers

Next time you go for a coffee reach out to your friends.

www.dearfriendsonline.com

[lifeisnotthatbad]

Boston Starbucks rebel-at our cafe, not only do we use it for decaf all through the afternoon and evening, but we have the freedom to bust open a bag of something else (if we are not super mega busy) and make a pour over for a customer

[Just an observation]

This thread points out a real orginazational problem that exists throughout the company. Clear communication is lacking. As a spouse of a mid level manager at the SSC I constantly hear stories about mixed messages making their way down from the very top. As a semi-outsider it often appears that Starbucks is so concerned with maintaining their nice and fluffy coffe shop culture that clear and direct communication goes out the window in fear that somewhere along the chain someone might get their feelings hurt. The reality is that people like direction and it is ultimately good for the organizational as a whole, especially in a mulit location retail envronment like Starbucks. This would appear to me as being a key area for change if the company is going to continue to grow in the new world economy.

[lifeisnotthatbad]

that would be why there is fine print...which you obviously did not read before you decided to be negative. Holy unknowledgeablness batman:
Legal
Offer good at participating stores in the U.S. and Canada. Receive 1 stamp per week when you buy a tall (12 fl oz) or larger size cup of our featured bold coffee. Collect 8 stamps and show barista your completed passport by 5/31/10 to receive a free 1 lb size of Starbucks® whole bean coffee; you must collect one stamp each week to receive gift(s). One completed card honored per person. Lost or stolen cards will not be replaced. Not valid with any other offer or discount. Cash value 1/20 cent. Void where prohibited. Coffees subject to availability. Not valid if reproduced. Barista, use discount code 612.

[lifeisnotthatbad]

oppps..right blog, wrong subject

[Love Starbucks as a customer, as an ex-partner it's a secret...]

I love Starbucks Melody... She manages to remind me of the good old days and feel good about walking into a Starbucks after all the major changes it's gone through. I just walk in, order, and pretend that Starbucks is still back in the good old days where just the sight of coffee bags everywhere made you feel so good to be at Starbucks...I remember those old coffee bags, miss them :-)

[™@]

"This thread points out a real orginazational problem that exists throughout the company. Clear communication is lacking."
Posted by: Just an observation

Holy Snizzles! You don't say, NO....C'mon!

"The reality is that people like direction and it is ultimately good for the organizational as a whole, especially in a mulit location retail envronment like Starbucks."
Posted by: Just an observation

Yea that direction we are headed is called Onward, you should leave your spouse's job to your spouse...Giggity!

[ex-flbarista]

@jasoncoffee -- That's exactly what I do (order a tall americano in a short cup/grande in a tall cup) yet often times once the register person 'realizes' what i'm saying they void it and ring (short +shot etc) It's very frustrating --especially as a partner (i was taken out of the system yesterday) It just becomes more trouble than it's worth to argue it.

@tillinghamshackles -- where in the BRM is it? I remember reading it, but it's been so long since I saw it. I had that exact same argument with many of the partners at my store. I would love to be armed with the specific location if I want to put up a fight (shots being $.70 it is probably worth it!)

[lifeisnotthatbad]

™@ holy rudeness...

[Melissa Van Eyk]

Strange....you get charged by the tea bad at Tim Hortons or anywhere else too...so whats the big deal?

[Lilith]

God forbid every store with a starbucks logo on the wall should follow the beverage resource manual.

[Bobby]

ex-flbarista,
It's on page 19 of the "Beverage Orders" Section.

"Water Based Beverages: Customers should be charged for the cup size that corresponds with the number of shots or filterbags they have requested"

[Bob]

Basically, "just say yes" solves all this mess. Just say yes to whatever your customers want, WITHIN REASON, and tell them to come back soon and have a good day. THE END.

-Bob-

Partner of 10 yrs