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When Starbucks announced earlier this year that a new policy would have baristas write on customers’ cups, it was met with controversy. For one, customers found the messages cute and thoughtful. But for workers, it just added more work onto an already hectic day.
This policy, along with many changes, was part of Starbucks’ new CEO’s aim for the coffee company to “return to the old Starbucks.” Whether they agreed or not, customers are getting used to seeing drawings or phrases written on their lattes. What one woman didn’t expect, however, was to receive a reprimand for doing something so many loyal Starbucks customers are guilty of doing.
What Did This Starbucks Barista Write On Her Cup?
In a viral TikTok, @user63818539446628 shared a single photo of a Venti Iced Horchata Shaken Espresso for Grace. On the sticker label, the barista underlined the time the mobile order came in, 4:37pm. Then they wrote in Sharpie, “Plz allow 5 – 7 mins.”
The on-screen text read, “Now Starbucks I don’t think that’s what they meant when they said you have to write on cups [heart face emoji].”
The creator explained her confusion in the caption. She wrote, “I thought it was okay to use the app in the drive through?”
It’s technically OK to place a mobile order while in the drive-thru. However, it is generally frowned upon by baristas. The TikToker’s viewers were quick to clock her for her faux pas.
“I know u waited 30 seconds before u pulled up,” a top comment read. Another user said they were on “the barista’s side.”
A third user wrote, “Me when I’m entitled and impatient.”
However, one user who identified themselves as a barista explained what was likely going on.
“We don’t care that you’re okay with waiting for it to be made while you’re there,” they said. “The issue is they most likely had orders placed before yours and they had go and find your tickets and get them to print before the other orders, ruining the flow.”
They continued, “On top of that, the people who had orders placed before yours are now set back on time and then we get backed up and wait times for mobiles become even longer. just because they appear that they aren’t busy doesn’t mean they don’t have an influx of mobiles or people ordering inside. moral of the story the app tells when your order is ready, come thru to get it then.”
Are Baristas Timed On Drive-Thru Orders?
In short, yes. Baristas are now expected to fulfill mobile orders within 12 minutes of ordering time. That’s according to some documents Bloomberg News acquired. For orders placed in the drive-thru, that number drops to 4 minutes.
So if someone just placed their order in the drive-thru line, and they have to make it within minutes, it can mess up the store’s wait time metrics.
In a 2023 Reddit post on the Starbucks subreddit, one barista said their store doesn’t want customers waiting at the drive-thru window for longer than 50 seconds.
This can put a lot of pressure on workers, leading them to chastise customers as a result.
This is why baristas urge customers to wait until they receive a notification on the app that the drink is ready.
However, it doesn’t seem this process is smoother, either. In another viral TikTok, a woman says a Starbucks manager scolded her for not waiting for the notification that her drink was ready. However, the customer said she did receive the notification. This prompted a viewer to explain what might have happened.
“Ex Starbs barista here,” they said. “They pull the sticker and hit ‘ready’ on the iPad for your drink to make it look like they’re making drinks quicker than they are. That’s why it said it was ready. They’re gaslighting you.”
The Customer Learns Her Lesson
In a follow-up post, the TikToker apologized for her ignorance. She shared, “I would like to formally apologize to all the baristas I upset. I didn’t know what drive times were and that you can’t mobile order too soon. I won’t do it again.”
Her viewers were gracious. They assured her that the fault didn’t lie with her.
As one viewer put it, “And like everything else, the problem isn’t baristas or customers. The problem is corporate making up unrealistic and confusing expectations and making people on both sides suffer for not following them.”
BroBible reached out to the creator via TikTok direct message and to Starbucks via email.
Content shared from brobible.com.