Starbucks Fails

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Graeme's social media video

STAMMA member Graeme Pickering took to social media this week to complain when a Starbucks barista laughed at his stammer. This, despite reassurances from Starbucks to STAMMA that conversations about them serving people who stammer wasn't needed.

When choreographer Graeme ordered his morning latte at a Starbucks in Euston station, he got more than he bargained for. 

"The barista asked for my name, as they always do, and I stammered," Graeme told us. "Recently my stammer has been so unpredictable, on random words. I struggle the most on names and places — I sometimes repeat sounds, but silent blocks are more my thing. The barista started to giggle. Straight away I said, 'Why are you finding the way I speak so funny?' She didn't know how to react and just smirked. I said again, 'why do you find it funny? I stammer and this is the way I talk'. Realising I was being serious she said, 'I didn't', to which I replied 'You did'. 

'I started to explain how important it is that someone in her position is understanding of all types of people but she looked so disinterested. It was at that moment I told her to cancel my order and asked to speak to her manager. Her manager came over and I told her what happened. She was nice and more empathetic but didn't know what to say. I told her I wanted to take it further so she gave me a phone number. When I called it, I got through to someone from their HR team on a number that it turned out was for internal use only! They, however, were helpful and gave me an email address to complain to.

I was determined to tell Starbucks how unacceptable their behaviour was. I am not prepared to have that reaction when I am giving them my money. 

'It was just disgraceful. It made me feel like I was inadequate, like I had been discriminated against and it ruined the rest of my day. But I was determined to tell Starbucks how unacceptable their behaviour was. I am not prepared to have that reaction when I am giving them my money. Pretty disgraceful I would say!

'It was the first time it's happened to me personally but at the last STAMMAFest conference, I remember someone telling everyone about the time they ordered a drink at Starbucks, and their cup was given to them with 'D-D-D-Daniel' written on it. Absolutely appalling!"

To share his outrage, Graeme posted a video about his experience on social media (see his TikTok video below). Others responded by sharing their own experiences. On TikTok, @meghenessey commented, "As someone with a stammer, the amount of laughs I get is crazy. With new people especially, I know it's an adjustment but I would never laugh in a stranger's face. Someone in a restaurant said to me 'why are you beat boxing'. Thank you for speaking about this".

So what would Graeme like to see happen? "I would like to see coffee shops and other customer-facing companies taking the initiative to include speech differences in their inclusivity and diversity training. It is diversity and needs to be treated like other disabilities and differences. I would like to see the media representing and reporting on this so we can begin to educate the public to change the narrative." 

Starbucks and SSP have both replied to Graeme apologising for what happened and they are investigating the matter further.

STAMMA met with Starbucks at the end of 2024, after a Day of Action by members. It seemed like a good meeting, and training for staff was discussed. We've seen Starbucks actively support organisations for people with other differences, such as the RNIB. But in the new year we received a 'Dear John' letter, indicating that no further discussion was necessary. 

So, Starbucks - why don't people who stammer count?

Have you been treated poorly or unfairly because of your stammer? We can help you challenge it. Fill out the form on our STAMMA Advocacy Service page and we'll get back to you.

Read about Space to Stammer, our campaign to get organisations to consider people who stammer.