Starbucks explanation for charging WTC fireman $130.00.

Wrote a complaint letter to Starbucks about them charging the firemen in the WTC $130.00 for water for trauma patients. This was their reply. Thought I would share it with you. I would appreciate your comments. Duckman. Thank you for taking the time to write to us with your concerns. We were deeply distressed by an incident where an ambulance company employee was charged for bottled water at one of our stores in New York City on September 11th. We acknowledge that this action was inconsistent with Starbucks culture and values, and we have made every effort to correct the situation with the ambulance company. However, the media coverage of this event unfairly characterizes the heroic efforts of more than 2,000 New York City Starbucks partners who worked, and are still working, tirelessly to assist those in need. Attached please find a copy of a letter to the editor from Starbucks president and ceo. The letter was written in response to an article that appeared in the September 25, 2001 Seattle Post-Intelligencer. We hope that this addresses your concerns, and again, thank you for contacting us. Sincerely, Wanda J. Herndon senior vice president Worldwide Public Affairs Letter to the editor of the Seattle Post-Intelligencer: September 25, 2001 Ms. Joann Byrd Editor, Seattle Post-Intelligencer 101 Elliott Avenue West Seattle, WA 98119-4295 Subject: Letter to the Editor I am writing to express my deep disappointment in today's column by Robert Jamieson, Jr., entitled Starbucks Dropped the Ball in New York. As president and CEO of Starbucks Coffee Company, I was dismayed (a week ago) to learn that one of our partners (employees) charged a paramedic for water intended for consumption by the injured and rescuers during the recent crisis in New York City. While it is unquestionable that the appropriate response should have been to donate the water, I cannot put myself in the place of the person who made this decision so soon after the tragedy. Regardless, the decision is not defensible and totally inconsistent with what we stand for and would hope for from a Starbucks partner. Once I learned of the incident and the delay in getting resolution due to the difficulty in reaching the paramedic, I called the company that had been charged for the water and spoke with the CEO, who is also the brother of the paramedic. I apologized for the behavior of our partner, asked what I could do to make amends, and promised reimbursement for the paramedic's costs. After the call, I made sure that our people in New York took other appropriate actions. The CEO of the ambulance company was very appreciative and considered the matter closed. Whatever the reasons, I am appalled that one of our people acted in this manner. However, I am no less dismayed - in fact, I am incensed - by the way Mr. Jamieson portrayed this incident in his article of September 25. He used one action by one person to characterize the behavior of more than 2,000 of our partners in New York City. In my opinion, this is outrageous. We need an informed public, not one biased by selective reporting. We have enough divisiveness and anger in this world without additional provocation. The rest of the story, so negligently ignored, is that hundreds and hundreds of our people acted selflessly to support the general public and protect one another following the attacks in New York City, Washington, DC, and Pennsylvania. For the most part, they took their own initiative to give assistance to those in need. Although we closed all of our stores in North America immediately after the attacks, our partners in New York City reopened three stores on their own initiative solely to support the relief efforts. One served St. Vincent Hospital and Medical Center, the principal recipient of injured people; another store supported the Jacob Javits Center, headquarters of the relief program; and the third supported workers in the impact area. These stores operated 24 hours a day providing free coffee and tea and hundreds of cases of bottled water, as well as fresh pastries. Two of our stores within the impact zone remain open today solely to support the continued relief efforts. Our partners donated hundreds of pounds of coffee to the Red Cross and some store managers invited the Red Cross into our stores to facilitate blood donations. The list of these actions is almost endless, and the positive response from New Yorkers and others has been overwhelming. We have received dozens of voicemails, emails, and letters of appreciation for the actions of our partners in New York City, one of which I have attached to this letter. I have never been more proud of Starbucks partners than I am now. I would only hope that, had I been there, I would have acted so decisively and with the judgment and goodwill they exercised. I talked with many of our people today in New York City. They have been fighting the aftermath of this tragedy for 12 days now. Many have worked virtually around the clock and are mentally and physically exhausted. They have seen Mr. Jamieson's article and are understandably dejected and angry that this should be the public acknowledgement of all their efforts. I would have hoped Mr. Jamieson would have had the wisdom to know that thousands of people should not be characterized by the actions of one, any more than Muslims or Muslim nations should be characterized by the actions of a few terrorists. I would have hoped he would have done more than pull some information from the internet and use it to indict our partners. This is a time when all of us should, at a minimum, expect balanced and truthful reporting. Is this really too much to ask? Sincerely, Orin Smith president and chief executive officer Starbucks Coffee Company

I don't know about their water, but their coffee sure sucks. Smells like a well-used ashtray, but if you're just selling an image I guess you can brew cigarette butts and get away with it.

Is this really too much to ask? Sincerely, Orin Smith president and chief executive officer Starbucks Coffee Company

It reminds me of the guy who had been honest all his life. He said,"I have been honest all my life, I have never taken anything that was not mine, and then, I robbed just one little bank and the paper printed that I was a damned bank robber. It is just not fair."

I knew they were daft on 911 when they closed their stores nationwide. Presumably, they feared bin Java was going to stage an incident at one of their stores to attract global media coverage. Then they billed firemen for water. Way to go, guys. Right now, Robert E. Lee couldn't carry Virginia if a fire fighter ran against him.

Right now, Robert E. Lee couldn't carry Virginia if a fire fighter ran against him.

yup. i was just imagining how spiro agnew would respond to starbucks. hehehe. think about it.

A general public that demands compassion from business in the face of disaster is as much a tyrant as some third world dictator. Sure, under the circumstances the Starbuck's folks could have chalked one up for the USA versus terrorists. They sincerely acknowledge the same. In the end, however, this company and all companies who suffered loss should not be expected to give away the store because of our emotional tantrums.

Sheez. Why not let individuals deal with the tragedy as they see fit?

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