Starbucks Reserve Roastery New York: Coffee, service and staff is not good, what is left to like?
44 % of staff mentions and 29 % of coffee related comments and 27 % of service related comments are Negative.
Welcome to The Diner’s Take NYC, a fresh look at what real guests are saying about restaurants across the city.
I’ll be digging into Google reviews from diners just like you and me to spotlight the places that are crushing it, the ones quietly slipping, and the little details that turn a meal into a memory. No fluff, no fake hype, just the honest, sometimes spicy, always fascinating truth straight from the people sitting at the table.
Our next destination is Starbucks Reserve Roastery New York.
The Starbucks Reserve Roastery in New York is nothing like your regular neighborhood Starbucks. Instead of grabbing a quick latte and heading out, this place invites you to hang out and experience coffee on an entirely different level. Housed in a massive, beautifully designed space in the Meatpacking District, it’s part café, part coffee lab, and part cocktail bar. You can watch beans being roasted on-site, order experimental brews you won't find anywhere else, and sip on espresso martinis while sitting at a sleek bar staffed by expert mixologists.
What really sets it apart is the scale and attention to detail—everything feels curated and elevated. There’s a bakery with fresh pastries by Princi, a range of rare Reserve coffees, and even guided tastings if you want to nerd out on flavor profiles. Whether you're a die-hard coffee lover or just curious, the Roastery is a full-blown experience designed to wow you, not just caffeinate you. It’s Starbucks, reimagined for people who want more than just their usual order.
Our Methodology
We have analysed around 700 customer reviews on Google between November 2024 and the 19th of May, 2025.
Each review is analysed in detail by breaking it down into individual comments. These comments are then matched with the relevant service, behaviour, employee, or meals. Since a single review can contain multiple comments, it may touch on various aspects of the dining experience. Each comment is also assigned a sentiment, such as Positive or Negative, so you can understand the emotional tone behind the feedback.
What Customer Reviews Reveal
What people love
People can’t stop talking about the sheer range of drinks here—the menu runs from rare single-origin pours and Ethiopian drip to whiskey-aged cold brew, espresso martinis, and other coffee-cocktail flights, so even frequent visitors still find “more cocktails to try.” They also love the food lineup: flaky croissants, European-style pastries, pretty snack displays, flavorful sandwiches, and the occasional cannoli or pistachio berry tart that make the higher prices feel like money well spent.
Beyond what’s in the cup or on the plate, guests rave about the whole experience: the live bean-roasting shows, a roomy three-story layout with cozy fireplaces and outdoor seating, stylish décor that doubles as a photo backdrop, and a friendly crew that offers samples and quick service even when the place is packed. Add in exclusive souvenirs, revamped accessories, and a vibe that shifts effortlessly from laid-back morning hangout to lively evening cocktail bar, and it’s easy to see why so many people call this Roastery a must-visit spot for coffee fans and curious tourists alike.
What people gripe about
On the downside, a lot of people say the Roastery can feel like a pricey tourist trap: drinks and pastries cost more than a regular Starbucks, lines move slowly, and finding a seat—especially on weekends or in the evening—can be a real headache. Once you do order, the service isn’t always smooth; reviewers mention confusing pickup stations, baristas who seem overwhelmed or even rude, and the occasional wrong or lukewarm drink.
Food and drink quality is hit-or-miss too. Folks rave about the fancy menu, but some call the coffee weak, cocktails watered down, and baked goods dry or served cold. The place gets loud with club-level music, the ordering process feels chaotic, and limited power outlets make it a tough spot to work. Add in complaints about pricey merch, crowded bathrooms, and the general “paying for vibes” feeling, and it’s clear the Roastery doesn’t wow everyone.
Detailed Analysis of the Services, the Team and the Drinks&Meals
First if all it is important to mention that they have improved themselves a lot in the last 5 months, average monthly reviews score has increased from 4.17 to 4.52.
This trend is also visible in the number of monthly negative comments for services categories. They have managed to bring almost all categories down.
Same is also valid for the number of positive comments, there is a clear upward trend led by Atmosphere and Facilities.
Services Analysis
Service Quality
This category received the most feedback by far, with 449 positive comments and 167 negative comments. While many people appreciated the helpful and friendly staff, consistent praise for baristas, and quick service, a significant number also reported issues such as rude behavior, unhelpful interactions, and inconsistent service experiences. It’s clearly a highlight for many—but also a point of frustration when expectations aren’t met.
Atmosphere and Facilities
With 418 positive and 52 negative comments, the atmosphere stood out as a major draw. Visitors loved the spacious and stylish setting, clean environment, beautiful interior design, and overall vibe. However, some complaints centered on overcrowding, noise levels, and limited seating—especially during peak hours.
Generic Comments
This category logged 243 positive and 47 negative comments, capturing overall impressions. Many reviewers described the experience as enjoyable, unique, or worth the visit, while some voiced disappointment in the hype not living up to expectations or felt the visit was just “okay.”
In short, people were most vocal about service, ambience, and overall impressions—with strong enthusiasm balanced by clear opportunities to improve consistency, comfort, and crowd management.
Behaviours Analysis
Friendliness and Politeness
This was the most discussed behavior category, with a strong positive lean: 89 positive comments versus 34 negative. Many guests appreciated warm, welcoming interactions and kind staff, which helped elevate their overall experience. That said, a notable number also reported rude behavior or unfriendly attitudes, indicating inconsistency depending on time or staff.
Knowledge
There were 21 positive comments about staff being knowledgeable—especially when explaining menu options or the coffee process—while 11 negative comments highlighted lack of product familiarity or incorrect information. While the majority was positive, some guests felt let down by staff who seemed undertrained or unsure.
Personalisation
With 19 positive and just 5 negative comments, personalization is clearly appreciated when it happens. Guests enjoyed being remembered or receiving tailored suggestions. The few criticisms mostly centered on generic service or missed opportunities to go the extra mile.
Drinks and Meals Analysis
Coffee
Coffee dominates the conversation with 153 positive comments, showing it’s the star attraction and widely appreciated for its quality, variety, and specialty options. However, 61 negative comments also reveal concerns—some guests found the coffee weak, overpriced, or underwhelming, especially compared to expectations at a premium location.
Baked Goods
Baked items like croissants and pastries received 35 positive mentions, praised for freshness and presentation. Still, there were 15 negative comments, mostly about items being served cold, dry, or lacking flavor—highlighting inconsistency in the experience.
Desserts and Pastries
This category drew 26 positive and 13 negative comments. Guests enjoyed the visual appeal and seasonal selections, but some noted that taste didn’t always match the hype, and items could be hit-or-miss in quality or availability.
Team Analysis
General Staff
This was by far the most mentioned group, with 109 positive comments highlighting friendliness, helpfulness, and solid service, making a big impact on customer experience. However, there were also 89 negative comments, showing that not every interaction lived up to expectations—many visitors called out rude behavior, inattentiveness, or unprofessional attitudes.
Individual Standouts
A few team members were recognized by name:
Caesar, Devont, and Day received only positive feedback, praised for being welcoming and attentive.
Manager, Jared, Dana, and others like Security had mixed or negative mentions, often related to poor handling of situations or unprofessional interactions.
Verdict:It is not the coffee and staff what is making it special.
If you’re looking for a coffee playground with show-stopping drinks, rare beans, cocktails, roasting demos, and tons of merch, the New York Roastery absolutely delivers—fans gush over the variety, the lively vibe, and the Instagram-ready space that feels more like a coffee theme park than your corner Starbucks. It’s a place to linger, sample flights, snag souvenirs, and soak up the spectacle, especially if you arrive early or settle in for an evening when the bar gets rolling.
Just know you’re paying premium prices for that experience, and the crowds, noise, and occasional service slip-ups can dampen the magic. Long lines, hard-to-find seating, and hit-or-miss pastries mean it’s not the best spot when you just want a quick, perfectly executed latte. Bottom line: go for the novelty and the one-of-a-kind menu, but manage your expectations on price, wait times, and consistency—treat it like a coffee attraction rather than an everyday café.
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