Today I went to the Waterloo Station branch to pick up some items. I was waiting enough time to realise that customer after customer who came after me was being served their orders. When I realise that the man calling the orders was moving away I said excuse me but by then Mr. Imiatz who was fully emersed in whatever was going on in his private mobile phone could not hear me and therefore didn't even looked at me. I tapped on the counter to get his attention. This actually worked because he immediately looked at me and put the phone back on his phone. It turned out that the girl taking the orders forgot to put mine forward. However what happened after was simply inexcusable. Mr. Imiatz started shouting at me because in his view "I was very rude" since "he is not my waiter" and again I quote "it is not a way to call the person". He moved away again so I emmidiately asked him to return to me and told him that I had said excuse me and he was the one who shouldn't be using his personal phone on the shop's food preparing area. That on its own was bad enough because I really prefer to know that my food is handled by hygienic hands and not see a person fiddling with his phone, pockets, with bare hands and just feel that is ok to handle a customer's food afterwards. To make matter worst he started shouting 'don't give her food, I'm the manager here and I am not going to serve you". I told him twice: Do not raise your voice at me but he was clearly very confused as to what his "Manager" status allows him to do. At this point the cashier came and interrupted him, she did apologise twice and said that she was going to serve me instead. I appreciate her being reasonable and I can accept the fact that she perhaps just simply forgot about my drink (that was not the issue and I have no intention to complain about the girl. I can accept a normal human mistake). What I cannot accept is having a grown man thinking that it is ok to shout at me, simply because he felt embarrassed by a problem that he himself caused. I find this individual totally disgraceful. I have already emailed Starbucks Head Office to place a complaint about the treatment there but I just thought I should relate my experience here as well. I just hope that I'm not further patronised by a robotic "We a sorry you didn't like the treatment " because it would just upset me further. I believe that Starbucks should introduce a visible statement of service expectation to reassure customers that they value not just our money but our custom as well. And please inform your staff that carrying mobile phones and using them while on duty is just unacceptable.