Wednesday, November 23rd 2022
In her 20 years of patronizing Starbucks, Monique Pugh said she never expected to go through what she experienced Nov. 19 at a store in Annapolis Mall.
"A barista picks up a cup, looks at it and she's hesitant, and she says, 'venti caramel Frap' and she puts it down and backs away from the table," Pugh said. "Then, I see 'Monkey' on the cup.
Pugh said she was the only Black woman in the shop at the time. She said the time printed on the label lines up with her order.
"The general manager actually said it was an 'honest mistake,' and I don't buy it," she said.
Pugh told 7News she reached out to the store owner shortly after the incident, but felt her complaint was brushed aside.
"He said, 'we as a team concluded that it wasn't intentional,'" she said. "That right there threw me for a loop. I was like, 'wow. Why even apologize if you're going to say that?"
7News On Your Side also reached out to the owner over the phone.
A man named Edward answered, but declined to comment and deferred questions to Starbucks corporate office.
When asked why she wanted to share this experience, Pugh brought up another incident that happened at a Philadelphia Starbucks, where two Black men were arrested while waiting in the shop.
That incident and the fallout led to a nationwide shutdown of Starbucks stores for anti-bias training.
"For Starbucks to have closed 8,000 stores on May 29th, 2018 and train over 175,000 workers on diversity and racial bias... and this is still happening, there needs to be something done," Pugh said. They kept saying we're diverse. We're a diverse team. Diversity means nothing when this was written on a customer's cup."
Pugh said the store owner offered her a free drink and sandwich for her trouble, but she declined.
"To see their response, it's even more hurtful to me," she said. "I'm heartbroken. I'm really heartbroken to say the least."
She said she never received an apology from whoever entered "Monkey" where her name should have been.
A Starbucks spokesperson sent 7News the following statement late Wednesday evening emphasizing that this is a licensed store and that all of the employees in question are employed by licensed owner Impeccable Brands.
“We want everyone in our stores – including both Starbucks operated and those operated by our licensees – to treat each other with dignity and respect. We do not tolerate behavior that is disrespectful or makes a customer feel unwelcome. We are aware of the incident that took place at a store operated by our licensee Impeccable Brands in Annapolis, MD, and we are working closely with their leadership team as they quickly conduct the investigation with their employee(s) and take any necessary action as a result.”
A second statement was issued Thursday from a representative for Impeccable Brands:
"As a licensee of Starbucks, we are committed to upholding the mission and values of the Starbucks brand in our customer interactions and business operations. We are aware of the regrettable incident that took place at our store in Annapolis, Maryland. We have suspended the employee involved in this incident pending further investigation, and have communicated our deepest apologies to the customer for this negative interaction.
We believe, following our initial investigation, that the label was made in error. However, this is not the warm and welcoming experience we want to create for our customers and we are actively working to ensure this does not happen again. We are exploring other opportunities to better train our staff in understanding cultural and racial sensitivities, to ensure all future interactions are welcoming and inclusive."
7News has also received a copy of the apology letter from an Impeccable Brands spokesperson to Pugh.
Ms. Monique Pugh,
We spoke earlier this week regarding your experience at our Annapolis Mall location.
First and foremost, please allow me to apologize once again for the experience that occurred Saturday. While we have investigated the incident and believe that our employee mistakenly labeling your cup in this way, regardless, I understand the hurt and frustration this has caused you. We can do better. As an immediate step, I have taken action with the employee and have addressed their behavior with them directly.
Alongside that, we will provide additional training for all employees at this location, something we have already begun looking into. And finally, I want to do my best to be sure that this experience does not happen again to any of our customers in the future. I have worked with Starbucks to make sure that the word printed on your drink label cannot ever be printed on any label in my store moving forward. With these steps in place, I feel confident that we will do better and offer the warm and welcoming experience that you and all other customers expect from any of our locations in the future.
While I know none of this will be able to take away the hurt you may have felt that day and the days following, I hope that our actions show that we take this very seriously and value what you have shared. Thank you again for bringing this to our attention, and we are looking forward to helping rebuild your trust in the future.
Please let me know if you would like to discuss further.
Very sincerely, Amit Sehgal