Given my preoccupation with coffee and associated stuff, amongst others I’ve been reading Starbucks Gossip and StarbucksMelody for a while now. I love reading their reviews of various Starbucks stores (particularly in the Seattle area where I’ve also visited a fair few of them) and I always chuckle (sourly) at the experiences they describe and specifically how they compare to the UK. It’s probably fair to say that generally the UK Starbucks ‘experience’ is a very poor relation to that of the US in every single way, but read on for an example of just how poor it can be…
When we were out the other morning in Brighton town centre, we decided to drop into Starbucks and grab a coffee. We were in the main shopping area of Brighton so headed for their flagship store on Western Road on the basis that they’d have plenty of seating available. The good news is that they did have plenty of space, the bad news was pretty much everything else sadly.
There was no-one ahead of me in the queue but even so, when I got to the till the female member of staff was way too busy working on some kind of tick list paperwork to acknowledge me until the bottom of the list had been reached. Once I ordered our drinks (two tall drip coffees) and received them we headed upstairs to find some seats. The state of the place was incredible – if ripped seats, stained graffiti’d tables, walls with chunks missing and coverings torn and ripped was the look they were going for then they’ve achieved it with superb aplomb – and despite the high availability of so-called ‘comfy seats’ we decided that our clothes and skin would thank us for instead choosing the more traditional wooden chairs. Here’s a couple of shots of the place:

Starbucks; Western Road, Brighton - Wall Condition

Starbucks; Western Road, Brighton - wall coverings
I know that this particular Starbucks has been like this for a number of years now and I have to be honest and say that whilst I’ve noticed it in the past I’ve not really taken a huge amount of notice of the state of the place before. It shows a general neglect that’s fairly common to a lot of UK high street businesses and whilst it isn’t what you’d expect of a US based company who claims to hold customer experience in such high regard, it’s still not enough to make you want to complain given that we’re in the UK.
What’s made me write this then? What was the tipping point? Well, I had to use the bathroom before leaving the store and I’ll let the pictures do the talking:

Starbucks; Western Road, Brighton - Mould in the Bathroom

Starbucks; Western Road, Brighton - Mould and Decay in the Bathroom

Starbucks; Western Road, Brighton - Mould in the Bathroom

Starbucks; Western Road, Brighton - Dirt in the Bathroom

Starbucks; Western Road, Brighton - Dirt and Mould in the Bathroom

Starbucks; Western Road, Brighton - Mould in the Bathroom

Starbucks; Western Road, Brighton - Damp and Mould in the Bathroom

Starbucks; Western Road, Brighton - Mould Around the Washbasin in the Bathroom
The pictures make for grim viewing but as they were taken with my mobile they don’t fully convey the horror… I should also note here that the gents is a single person room with two areas inside (one for the toilet and one for the washbasin) hence being able to take the photographs…
It’s clear that the bathroom has not been cleaned in a very long time. There is mould literally everywhere; there are patches of damp that are rotten to the core never having been treated; the floor is filthy and covered in detritus; the toilet itself… well, I’m feeling sick again just recalling the state of it… There was no soap but of course that’s only of concern if you’re brave enough to want to touch the taps and sink itself. Overall, disgusting and a very serious health hazard.
If Starbucks UK ever have the embarrassing occasion to read this and look at the photographs then I would urge you to close this place down immediately and begin a deep clean if not a full refurbishment. It genuinely still makes me physically sick to think about my visit.
Oh, and fwiw, the coffee tasted like it had been sitting for quite some time before it reached our cups too. Yuk.
Update: Tim McCoy from Starbucks in the UK emailed me the other day following this post. He indicated that some renovation work on the Brighton branch had already been in the pipeline. Hopefully, that will happen soon…