There is always a backup person, if mgr. Isn't in at that particular time. It's very busy, perhaps you should call after 9 am when it slows down before the lunch rush. Maggie is the manager and very efficient and happy to help.
Google needs to pay people for this information.
Please remember that you are addressing the Google community here, not Starbucks. If you believe they lied to you on the phone then you should drive to that location and ask to speak with the manager. If that doesn't work, call Starbucks company customer service line.
Maybe he or she is on vacation
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