‘They chose policy’: Couple says Starbucks denied man help during medical emergency

RICHMOND, Va. (WWBT) - A Chesterfield couple says Starbucks refused to help them during a medical emergency because they did not get in line.

When Nelisa and Kevin Key stepped out to enjoy a comedy show at Short Pump Town Center on March 30, they never expected the afternoon to take a scary turn.

“I could have possibly blacked out. It could have had a more dramatic impact on my body. My kidneys could have possibly just shut down,” Kevin said.

“He just started sweating. He’s like, ‘I don’t feel well.’ He started leaning over, and then he started vomiting,” Nelisa recalled.

Kevin, 38, is in Stage 4 kidney failure.

His wife, Nelisa, had seen him go through one of these episodes before and knew that the only thing that would help in that moment was ice water.

“I was frantic. I think I was crying at that point,” Nelisa said.

She immediately saw Starbucks.

Despite the long line, she said everyone waiting was sympathetic to her situation and allowed her to go straight to the drink pick-up counter.

But she did not expect the barista’s response.

“I pointed back, because you could see Kevin, and I was like, that’s my husband right there. He’s in Stage 4 kidney failure. I just need water fast for him. And the employee looked at me and was like, ‘You need to get in line.’ And then I repeated what I said, I’m like, ‘but my husband, he’s in kidney failure, we just need ice water quickly.’ And he looked at me again and was like, ‘you need to get in line,’” Nelisa said.

“A situation that should have taken, like, less than probably 10 seconds to get water, turned into a nightmare instantly,” Kevin added.

Sam Jefferies with Starbucks Media Relations sent 12 On Your Side this statement in response:

“We’ve been in touch with this customer over the past few weeks to listen, apologize, and make this right, and we hope to welcome them back to a store of their choice to give them the Starbucks experience they should expect…

As we continue to train our partners on the new Code of Conduct, we are working to ensure that everyone who visits our store has a great experience and training partners to communicate openly and from a place of kindness, compassion, and consideration for other patrons when determining how to proceed when a guest makes a request outside of our policies. If a customer communicates a request related to restroom access or water due to a medical, health or accessibility issue, we are committed to providing appropriate accommodations.”

However, Jefferies also said customers should not ask for water in the pick-up area because it disrupts the workflow.

“We’re simply asking that water is handled like other orders – at the point of sale,” Jefferies added in an email.

That means getting in line.

Nelisa said the coffee chain offered her a gift card for the trouble, but would not take accountability.

“Starbucks had a decision that day, like I said before, to pick policy or humanity, and they chose policy,” Nelisa said.

Capital One Café, located directly opposite Starbucks at the outdoor mall, was Kevin’s saving grace that day.

Nelisa said an employee acted quickly to get Kevin a cup of ice water.

“That’s when I walked in, and Emma was standing there. I told her the same thing and she acted fast,” Nelisa said. “She was like, no problem at all. I hope he feels better. And when I got to Kevin and gave him the water, he almost instantly felt better.”

“Capital One Café stepped in, and they were able to help out in a situation when I needed help the most,” Kevin added.

Kevin got to meet Emma weeks later and thanked her for “being a caring human being.”

Jennifer Windbeck, Head of Retail Bank Channels & Operations at Capital One, sent this statement:

“First and foremost, we’re glad the person facing a medical emergency is doing much better. We’re proud of the way our Capital One Café Ambassadors handle themselves each and every day. ‘Doing the right thing’ is one of our Capital One values and we believe that shows up in the work we do day in and day out.”