In a Philadelphia Starbucks, a conflict erupted not over a mask but due to a mistaken coffee order. The customer, who wishes to remain anonymous, recounted to NBC10 how the situation escalated when she requested a remake of her drink. “They were made wrong, so I asked him to remake it, and he responded with an attitude,” she said. “When he finally remade it, he filled my cup halfway with caramel and slammed it on the counter.”
Seeking resolution, she asked to speak with a manager, but employees informed her that none were available. It was then that she claimed a male employee, whose identity remains unclear, struck her in the face with a wet rag. “He took his wet rag and smacked me in my face, then swung at me,” she explained. “I was shocked for a moment, but then I swung back.”
However, the employee, identified as Jake Thompson, offered a different perspective. He denied ever hitting the woman with the rag and stated, “I have a black eye and marks on my body. If anyone was hurt, it was me.” He claimed he merely waved a wet rag in her direction to signal for her to calm down, but she leapt over the counter to confront him, prompting his defensive response.
In response to the incident, a Starbucks spokesperson told Business Insider, “Starbucks is a place where everyone should feel welcome. Following our preliminary investigation, we have separated the employee and have reached out to the customer to apologize and address the situation.” Although the company has chosen to terminate Thompson’s employment, the customer plans to file charges, asserting, “What he did should not have happened at all. You don’t do that.”
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In summary, a dispute at a Starbucks in Philadelphia escalated from a wrong coffee order to an alleged physical confrontation, resulting in the termination of the employee involved. Both parties have presented differing accounts of the incident, highlighting the complexities of customer service interactions.