Starbucks Faces Challenges as Customers Push Back Against High Prices, Long Waits, and Tipping Prompts

The days of getting a quick, affordable cup of coffee at Starbucks seem to be fading, as the coffee giant grapples with a noticeable decline in U.S. orders. In the fourth fiscal quarter of 2024, Starbucks saw a 6% drop in orders, with customers increasingly citing rising prices, long wait times, and relentless tipping prompts as reasons for their dissatisfaction.

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For many, Starbucks has long been a go-to spot, particularly for Gen-Z, but the cost of their favorite drinks has skyrocketed. What used to be a $5 treat has now become a $7 to $9 luxury, leaving some customers questioning the value. Dan Palmer, a 66-year-old from Chicago, shared his frustration, noting that his go-to mango dragonfruit refresher now costs over $6, a price he feels is hardly justifiable. “The prices have gone up—a lot,” Palmer told the Wall Street Journal, reflecting a sentiment shared by many.

Starbucks attributes the price hikes to more expensive ingredients and higher wages for employees. But as nearly 40% of customers are eating out less post-pandemic, due to rising inflation, the coffee chain is struggling to keep its customer base engaged. In an effort to entice patrons, Starbucks has introduced promotions like buy-one-get-one (BOGO) days and food-and-drink combos priced between $5 and $7. However, these measures have not been enough to stem the tide of discontent.

The frustration doesn’t stop at prices. Long lines and excessive wait times have become a common gripe among customers. With about 30% of all U.S. orders now placed through the Starbucks app, mobile order pickup counters are often swamped, leading to what some describe as “mosh pit” conditions. “A lot of people drink Starbucks not because it’s delicious, but because it’s convenient,” said Whitni Mungin, 44, of Chicago. Yet, that convenience is rapidly diminishing as customers find themselves waiting far longer than they expected.

Former CEO Howard Schultz’s vision of Starbucks as a “third place” where customers could relax and linger is also fading. Many cafes have remodeled, removing furniture to make room for the ever-growing to-go lines. In larger cities, Starbucks has even introduced to-go-only stores, eliminating seating and restroom facilities entirely. Cold beverages, which account for about 70% of U.S. drink orders, are a particular pain point, as their complex preparation—often involving cold foam, syrups, and other add-ons—further slows the process.

Adding to the frustration is the constant prompt to tip, often before customers have even received their drinks. Brad Pearl of Spokane, Washington, who used to frequent Starbucks up to five times a week, has now switched to a local coffee shop, citing the relentless tipping prompts and rising prices. “You haven’t even been served,” Pearl told the Wall Street Journal, expressing his irritation. Since making the switch, he saves $150 a month and enjoys his iced caffè latte at a slightly lower cost.

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In response to these challenges, Starbucks has brought in Brian Niccol, known for his successful turnaround of Chipotle, as the new CEO. Niccol faces the daunting task of reviving the brand’s image and addressing the issues that have driven customers away. Whether he can restore Starbucks to its former glory remains to be seen, but one thing is clear: the company has some serious work to do to win back its disillusioned patrons.

Key Points:

i. Starbucks is experiencing a decline in U.S. orders, with a 6% drop in the fourth fiscal quarter of 2024, largely due to rising prices and longer wait times.

ii. Customers are increasingly frustrated by the high cost of beverages, with some drinks now priced between $7 and $9.

iii. The inconvenience of long lines and delays, especially for mobile orders, is causing dissatisfaction among patrons who value convenience.

iv. The company’s introduction of tipping prompts before customers even receive their drinks has added to the discontent.

v. Starbucks has hired Brian Niccol, known for turning around Chipotle, as the new CEO to address these issues and revitalize the brand.

Susan Guglielmo – Reprinted with permission of Whatfinger News