It’s a Bummer about Starbucks.

9 Posted on November 9, 2010 - by Jules Shepard

Categories: Gluten Free Restaurants, News

Tags: , Allergy Friendly, Coffee, Cross Contamination, Starbucks

Anyone who has read my second book, The First Year: Celiac Disease and Living Gluten-Free, or has had the occasion to hear me speak about how to live a successful and happy gluten-free life, knows that when in doubt, I always advocate that folks contact manufacturers, restaurants and stores to verify the gluten-free status of their products or of their efforts to prevent cross-contamination. I make a determination of whether I will patronize an establishment or purchase a food product based upon what I learn from the company itself, and upon that company’s attitude toward me — a potential customer.

This is my opinion (you are free, of course, to disagree): when companies refuse to make any efforts to prevent cross-contamination, fail to implement a policy of segregation of food allergens, and refuse to be concerned about their “gluten-free” or “allergen-friendly/allergen-free” status, I do not believe that they want me as a customer, so I choose not to give them my consumer dollars.

So, when folks recently began emailing me to relate conflicting information about Starbucks retail chains, I decided that I would go straight to the source to learn Starbucks’ position on serving the gluten-free consumer. I frankly did not anticipate there would be any major issues, as Starbucks is primarily a retailer of beverages (most of which ought to be gluten free) and they had, at least in the past, shown an interest in serving the gluten-free consumer by offering gluten-free cakes and bars. Most, if not all of Starbucks’ baked goods are baked off-site, and they are displayed in enclosed cases apart from the beverages. Additionally, most of their coffees and teas ought to be naturally gluten-free, and whatever non-gluten-free flavorings may be used, they are not airborne, further diminishing the chance of cross-contamination. Nancy, over at GlutenFreeVille.com did a piece recently on Starbucks’ use of gluten in their “Light” Frappucino syrups, if you want to learn more about which of their beverages overtly include gluten ingredients.

Thus, my disappointment after this email exchange with Starbucks’ customer service (all correspondence quoted below):

________

Dear Starbucks,

Please clarify your position on the gluten-free status of your products (non-bakery items). I would like to be able to accurately relate your position to the gluten-free community, many of whom have received conflicting information recently regarding your products. Thank you.

~jules shepard

blog.julesglutenfree.com

__________

Hello Jules,

Thank you for contacting Starbucks Coffee Company. Starbucks is unable to guarantee a “gluten-free” environment in our retail locations due to the potential for cross contamination with gluten-containing products. The open environment and operating procedures of our store locations may present additional risk for gluten-sensitive customers aside from the gluten-containing ingredients themselves.

If you have any further questions or concerns that I was unable to address, please feel free to let me know.

Warm Regards,

Marvin
Customer Relations
Starbucks Coffee Company
800 23-LATTE (235-2883)
Monday through Friday, 5AM to 8PM (PST)

_________

Hi Marvin,
Thanks for taking the time to respond to my inquiry. Just to be clear, are you seriously saying that Starbucks corporate policy won’t allow you to say that your coffee is gluten free?
Please clarify.
Thank you.
~jules shepard

_________

Hello Jules,

Thank you for contacting Starbucks Coffee Company. That is correct, due to cross contamination we can’t guarantee it.

________

In my opinion, if Starbucks was concerned about cross-contamination, yet was interested in business from the gluten-free consumer, they would contact the Gluten Free Restaurant Awareness Program (GFRAP) - a program run by the Gluten Intolerance Group of North America and partnered with AllergyEats - or the Gluten-Free Resource Education Awareness Training (GREAT) - program run by the National Foundation for Celiac Awareness.

Starbucks could then implement these program techniques for preventing whatever cross-contamination might occur in their retail stores, and affirmatively represent to our community that they want our business and are prepared to do what it takes (which shouldn’t be much, in their case) to earn it.

It’s not rocket science. Actual restaurants all over the country (making and serving both gluten and gluten-free foods) are trained and now serving our community safely. The fact that a coffee shop chain isn’t, shows me that they don’t care enough to do it.

Until then, I will be drinking my soy chai tea lattes elsewhere.

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This entry was posted on Tuesday, November 9th, 2010 at 5:50 pm and is filed under Gluten Free Restaurants, News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

30 Comments

We'd love to hear yours!

Wendy said: on November 9, 2010

SO DISAPPOINTING!

I suppose I can get my coffee elsewhere from now on!

Tsk Tsk, Starbucks….Tsk Tsk…
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deb from p.s. bohemian said: on November 9, 2010

just last week i had two trips to one of my two favorite coffee houses and felt off afterwards for days – they are now serving fresh made sandwiches and i’m thinking cross contamination is the sad reason for my icky-ness after my visits.

think it’s time to start research espresso machines and start making my own!
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Joy said: on November 9, 2010

My daughter works @ Caribou Coffee in Elgin Illinois. If a customer notifies her or any staff member that a drink needs to handled special..aka: no gluten, nuts and so on. They will insure that the drink does not have ANY cross contamination! My son has celiacs and she knows the difficulties!
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- Christine said: on November 9, 2010
  
  I too am disappointed in Starbucks but learned that after my own research and after getting ill. I only get coffee at Caribou now. I have spoken to their corporate office, as well as dealt with them locally and they have been fantastic. We support Caribou 100% now. Starbucks who?
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Amanda said: on November 9, 2010

I have read that coffee may all contain gluten unless specified gluten=free. Cross contamination during processing, dusting with flour to keep the beans rolling, oils and flavors added may contain gluten. I actually was shocked to learn this when I was at a Barnes and Nobles reading on gluten free living. It may have been in a “celiac for dummies” or “gluten free for dummies”. I wish I remembered. So just some thoughts about that! I would check with each manufacturer before buying any coffee beans!
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Juliana said: on November 9, 2010

Wow – and to think that LOTS of other restaurants (that serve actual cooked food) offer not only gluten-free items on their menus, but more and more often, an entire menu specifically listing gluten-free options. It wouldn’t take much effort for Starbucks to step up their game in this area.
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Jennifer said: on November 9, 2010

I’ve had the same issue. In fact, Nancy at GlutenfreeVille did an article about their new frappachino stuff when they introduced it last spring or summer. Starbucks is even more dangerous than the emails you have because these new syrups have BARLEY in them for thickener and they mix the frappacachinos w/o fully sanatizing. They just don’t care. If I can find the email I got from Starbucks, I’ll post it as well. Bottom line, they think they are doing just fine and I guess don’t need GF customers.
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- Jules said: on November 9, 2010
  
  I recognize that there are some flavors of syrups that may have gluten — that’s easy enough to avoid if they simply announce which are off-limits. But, as you say, if they are not sanitizing between drinks (ew!) and are not making any efforts to prevent cross-contamination, then their apathy will actually harm people (oh yeah, and their business). Sounds like we need to head over to Caribou Coffee where Joy’s daughter works!
  Reply
- Debbie said: on November 10, 2010
  
  In my opinion we should tell our friends who are not gf to go elsewhere too. Maybe that will change the hearts of Corporate Starbucks. Personally I like Dunkin Donuts coffee best anyway but this just upsets me when someone totally doesn’t care!
  Reply
Julie said: on November 9, 2010

Yes, I’ve recently seen the same sentiment on their website (that they won’t GUARANTEE any drink as GF.)
Additionally, they NEVER have that GF Orange Valencia cake at any of the Starbucks that I’ve been to, so I can’t even have a snack there. I don’t go there anymore either.
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- Nanci said: on November 9, 2010
  
  Did you suggest that they could contact GFRAP or GREAT? Maybe they are unaware. They stopped making the valencia cake months ago.
  Reply
- Jules said: on November 9, 2010
  
  I have spoken to the folks at KIND bars and they seem to have a continuing relationship with Starbucks to provide their gluten-free bars in Starbucks retail stores. It seems odd that Starbucks tried the Valencia Orange Cake and now carries KIND bars — seemingly in an effort to attract gluten-free consumers — yet so cursorily brushes us off when we inquire whether their coffee and tea are gluten free! What are we expected to drink at Starbucks when we go there to buy a KIND bar??? Hmmm….
  Reply
- Donna Patterson said: on November 14, 2010
  
  I was lucky enough to stumble across the Valencia Orange Pound Cake Just once. It was wonderful. When I inquired about it at my neighborhood Starbucks, I was told they didn’t have enough demand for it and they had no plans on ordering it in the future because there were too many in the case and they could not sell them all. Maybe better advertising or a sign would have helped. For a company that is complaining of lagging sales they really aren’t going after a growng number of customers who are willing too spend the money on these items. I don’t know if it is just arrogance or stupidity.
  Reply
  - Tina said: on November 18, 2010
    
    I also was fortunate enough to try the Valencia Cakes that Starbucks had for a short time. I was thrilled to be able to sit with my husband and have something to eat with him. He is not Celiac. And, I also was told they would no longer be having them as they didn’t sell. I emailed Starbucks about this and asked why there was not advertising? I asked if they had done any research as to the demand for GF food and beverages. I did not receive any response to my email. I have invested in an espresso machine. I know people that work for ‘bucks – and they do not normally sanitize between beverages. So, they steam milk and with the same wand steam soymilk. I have watched that. This is not a safe establishment in so many ways for Celiacs.
    Reply
amy said: on November 9, 2010

i wonder if they were sued? hmmm.. makes me wonder since they aren’t stupid and I am sure their marketing and legal folks know what the Caribou, dunkins and others of the world do..
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Shazia said: on November 9, 2010

I think it varies. I have asked a Starbucks employee and she has carefully looked up ingredients and gone to a lot of trouble for me. There are certain Starbucks I stay away from and others that I like because they are well managed.
I have gotten sick after drinking coffee from another coffee place on and off and now realize that it was probably due to some kind of gluten contamination.
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Wendy said: on November 9, 2010

i hope Starbucks thinks more about it. maybe if they saw first hand how it affects people..like how my kids have stomach and joint problems when they ingest gluten to the point where it hurts to walk.
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valerie kok said: on November 9, 2010

I have had the exact same correspondence with Starbucks. I e-mailed them asking about the ingredients in some of their products and they would not give me any information. It was all legal mumbo jumbo saying that they couldn’t guarantee anything was gluten free. I wrote back many times saying I wasn’t asking them to verify if it was gluten free, I simply wanted to know the brand name or the list of ingredients. I was so frustrated. I do still go there though, but I only order plain soy lattes, and I always ask to see the soy package to make sure the brand hasn’t changed. The baristas are more helpful, they do let me read the container so I can see the ingredients.
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MaryBeth Lafferty said: on November 10, 2010

Wow, thank you for this post, Jules! I am really not happy with Starbucks, and also through talking to staff, get the feeling that Starbucks doesn’t include anything in their training about food allergies. At least they used to be more helpful! I’m not sure what happened, but when I used to work at Starbucks (years ago), we were trained to always try to find an answer.

What happens today? I ask the staff member if he knows if the salted caramel hot chocolate is gluten free. He says “I’m not sure, but I wouldn’t think so.” (Me) “Why is that?” (Him) “Well, it has milk in it.” (Me) “Milk is gluten free.” (Him) “Well, it also has sugar in it.” (Me) “Sugar is gluten free.” I gave up. I know that Starbucks says that ppl with allergies should ask to look at the ingredients in EACH STORE, but this is just getting ridiculous. Don’t they want us as customers??!?! Apparently not!

I’ve been getting the new Via Caramel Instant Coffee packets (for espresso martinis!) but besides that, I’m going to start laying off Starbucks because of their bad attitude. And they’ve made thousands from me!! (I’m sad to say.)
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Rosalie said: on November 10, 2010

Jules I was disappointed that you didn’t refer your contact at Starbucks to the Gluten Free Restaurant Awareness Program (GFRAP) – a program run by the Gluten Intolerance Group of North America and partnered with AllergyEats – or the Gluten-Free Resource Education Awareness Training (GREAT) – program run by the National Foundation for Celiac Awareness.

Maybe they (as I) don’t know anything about those groups. Even though I have been aware of being gluten intolerant for over 4 years now I had no idea they existed.

Often we think that others ought to be aware of things that we find elementary, but they simply don’t know. I do appreciate all of your efforts to help us – I just think we can find less strident ways to educate others.

Cheers,
Rosalie

PS – with the way things are today, I’m not sure I blame Starbucks – my kid (type 1 diabetic) can’t eat the easiest snack I can give him (nuts) because a girl in the grade above him is allergic and might touch something he has touched. In his last school he couldn’t take the lunch which stabilized him the best (peanut butter sandwich) because a child in his class had a sister who was allergic to peanuts. I think Starbucks is simply trying to avoid those who would love to sue them over an employee oversight or mix up.
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Angela said: on November 10, 2010

Kind of disappointing as a corp. they would respond that way, but I have been to many Starbucks in the SD and MN region and have never had a problem making sure my daughters drinks were GF. They have always been very helpful and understanding.
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Martina said: on November 10, 2010

I really think it depends what Starbucks you visit. I am gluten/dairy/soy allergic so soy milk is out of the question for me. Some Starbucks will use the almond milk that I bring to make my coffee, and others will not. Same with Panera Bread Co. This is really frustrating! But it just depends on the store and who is behind the counter on a given day!
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Caryn Talty said: on November 16, 2010

It is frustrating. We used to get the orange cakes at the local Starbucks nearest to our house. But you are right, they were never brought out to more than a few locations. About 1 1/2 yrs ago when I was traveling I noticed that they weren’t offered at any of the airport locations. I thought that was sheer marketing stupidity. If I was Starbucks Marketing Manager I would have piloted them at airport locations. It’s a cornered market. You have celiac, you’re stuck traveling and need to eat safely…. What’s more perfect than a cup of Joe and an orange cake to tide you over? Makes total sense. But Starbucks probably just feels like they can afford not to cater to special diets. It seems obvious to them that they don’t need to…. I never liked the taste of their coffee anyway (sheepish grin)!
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Tina P. said: on February 15, 2011

I stopped having my occasional soy chai tea latte at Starbucks after it made me feel icky. Now I see why. I do think it’s arrogance on the part of Starbuck’s and other companies who basically tell the gluten-free community “we don’t care about you or your money.” Fine. I won’t be spending any of my money with you, and neither will the rest of my family. The only thing that will make these companies change their policies is if their profits go down. Or, someone in management is diagnosed with celiac disease.
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Debbie Octernaud said: on March 13, 2012

So that explains why I got sick on Sunday. I used to drink sugar free lattes at Starbuck, until I learned they had malt in their syrups. My husband loves Starbucks, so we went for a drink on Sunday, he had his normal Espresso Dopio and pastry, and I ordered Orange tea and a bag of gluten free/vegan sweet potato chips. I still felt sick for the next two days. I’m guessing pulling the open tea bag out of the can with an ungloved hand could have cross contaminated my tea. No more Starbucks for me!
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Tim said: on June 8, 2012

I think starbucks dont like this subject, legally they would have to test the coffee to determine gluten free status, that costs $$.

They would also have to train all staff (thats lots of staff and lots of $$). Stating something GF also means they would be liable if someone could prove cross contamination (more $$)

To prevent cross contaminatio they would have to retrofit all of their locations with GF area (lots of $$).

OR they could just say, No, as only a very small % of our customers are celiacs lets not bother. Many business work by the 80/20 rule, satisfy 80% of your customers, teh other 20 we can afford to lose. Only 2-3% of population have celiacs, and 97% of people with Celiacs have no symptons and are unaware, therefore would not look for GF products.

Its a business, lets not assume businesses have any moral obligations, because they dont. If the Return on Investment (Profit from GF products – $$ spent – $$ potential liabilities) is negative it would be a dumb business move to do it.

Starbuck really dont care, no company really cares, its all about moeny.
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