Why Does an Americano Coffee with Milk Cost Extra?

Starbucks charges for milk added to an Americano when the amount exceeds 4 ounces, a rule the company says has applied since a February 2022 policy change. A social media post about the fee set off wide discussion, with customers questioning why the charge exists and how it is applied.

Reports point to uneven enforcement. The fee is said to cover only the black coffee series, including pour-over Reserve drinks, while tea drinks and app orders can still add milk at no cost. Some employees say milk under roughly 30 milliliters is normally free, and inconsistent store communication has left the rules unclear.

Recently, a post on Xiaohongshu about Starbucks charging extra for adding milk to Americano sparked widespread discussion. Some consumers reported that when ordering an Americano with milk during a fat-loss period, they were told by staff that it would cost extra. Customer service responded that since February 2022, adding more than 4 ounces of milk requires a charge. However, some netizens pointed out that this policy only applies to the black coffee series, while tea drinks and APP orders can still add milk for free. Some netizens claiming to be Starbucks partners said that generally, adding milk within 30ml is free, but inconsistent communication of store rules has led to chaotic enforcement. The incident reflects the brand's shortcomings in customized service and consumer communication, prompting reflection on the reasonableness and transparency of the charges.

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Nowadays, major tea and coffee brands are launching novel and reasonable specialty drinks to meet consumers' pursuit of fresh tastes. Starbucks has also followed suit by offering customization options, giving customers more autonomy and winning favor with its unique coffee culture and high-quality service.

Recently, a post on Xiaohongshu said, "Does adding milk to Americano also cost extra?" and quickly sparked heated discussion among netizens.

The netizen described that because they needed to drink Americano during a fat-loss period, they planned to add a portion of chilled milk when ordering at a Starbucks store, but were told it required an extra charge. Both the staff and online customer service said that since a policy adjustment in February 2022, adding more than 4 ounces of milk requires a charge, but did not mention that "under 4 ounces is free."

When the netizen again asked Starbucks customer service for confirmation, the reply was: "For Americano, the portion of milk exceeding 4 ounces does indeed require a charge." For consumers, adding milk to Americano is an extremely common combination, yet Starbucks charges for it, which will undoubtedly bring inconvenience and disappointment.

In the comments section, some observant netizens noticed that this charging policy does not apply to all drinks, but only to the black coffee series, including the pour-over Reserve series. Adding milk within 4 ounces to tea drinks is free, and the advanced options for online APP ordering currently still have an entry for free milk. Such rules may be based on considerations of product quality and taste, but the specific reasons still need further explanation from Starbucks.

On the other hand, some netizens believe there is no need to elevate this matter to the level of "forced buying and selling, unfair terms." Buyers and sellers are equal. If one feels it is unreasonable, one can choose not to consume. Just because consumers think it should not be charged does not mean merchants cannot charge.

Some netizens pointed out that Starbucks online customer service is outsourced, and whether it is outsourced customer service or store partners, there is a problem of "inadequate training." As a global coffee chain brand, Starbucks should pay more attention to consumers' feelings and experiences.

In addition, a netizen claiming to be a Starbucks partner said that if a customer adds milk within 30ml, it is usually free, and only beyond that is there a charge, and "store rules" can default to providing a certain amount for free. The partner added that because each store fails to communicate the same rule adequately when enforcing it, some stores give inconsistent answers.

Overall, as an enterprise with deep brand culture and a consumer base, Starbucks should pay more attention to consumer needs and feelings. When formulating policies, it must fully consider consumer interests and brand image. At the same time, strengthening communication with consumers is also crucial, so as not to damage the brand image because of small misunderstandings.

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The above content is compiled by CoffeeHunters, a coffee news website.