Couple says Starbucks refused to help them during a medical emergency because they didn’t get in line

RICHMOND, Va. (WWBT/Gray News) – A couple in Virginia says a Starbucks worker refused to help them during a medical emergency because they did not wait in line.

Kevin Key, 38, is in Stage 4 kidney failure. He and his wife Nelisa were at Short Pump Town Center, an entertainment district in Richmond, for a comedy show on March 30.

But suddenly, Kevin Key began having a scary medical episode.

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

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

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

She immediately saw a nearby Starbucks in the entertainment district.

Nelisa Key said she ran inside the coffee shop, and – despite the long line – explained to other customers that her husband was having a medical emergency and needed water.

She said everyone waiting in line 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 Key said.

Kevin Key couldn’t believe Starbucks wouldn’t allow his wife to quickly get a cup of water.

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

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

After being turned away at Starbucks, Nelisa Key said she ran into Capital One Café, and an employee acted quickly to get a cup of ice water.

“That’s when I walked in, and Emma [the employee] was standing there. I told her the same thing, and she acted fast,” Nelisa Key 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.”

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

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

Jennifer Windbeck, Head of Retail Bank Channels & Operations at Capital One, sent WWBT 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.”

Sam Jefferies with Starbucks Media Relations sent WWBT this statement in response to the situation:

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.

Nelisa Key said Starbucks offered her a gift card for the trouble but believes they still did not take ability.

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

Some good news – Kevin Key finally found a kidney match in his sister-in-law. He is set to undergo a kidney transplant in July.

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