During the Double Eleven shopping festival, many consumers, in order to use platform coupons, adopt a method of first adding extra items to reach the threshold and then requesting a refund, so as to buy their desired products at a lower price. This practice, known as the "big promotion add-on refund trick," was originally seen mostly on online shopping platforms, but has now quietly appeared in the tea beverage delivery industry. Recently, a milk tea shop employee posted a customer order, with notes requesting that the toppings not be packed separately and intending to request a refund afterward, which left the employee and netizens astonished. The incident sparked widespread discussion, with netizens both curious about the feasibility of the operation and expressing sympathy for the merchants and employees. This article will recount the incident and analyze the platform rules and industry dilemmas behind this phenomenon. [more…]

Recently, a customer in Guizhou, unable to find the store for a self-pickup order, demanded delivery instead. When refused, they went to the shop and poured coffee over the bar counter. The incident, reported by multiple media outlets, sparked widespread discussion. The barista, working alone, could not leave the store to deliver, while the customer vented frustration through harassing phone calls and pouring coffee. Netizens generally agreed the barista's actions were understandable and the customer's behavior was excessive. The shop involved did not call the police, and employees cleaned up themselves. Front Street Coffee reminds that self-pickup orders can be handled via errand services, and only civilized communication can resolve conflicts. [more…]

Recently, the "Allergy Sister" incident in Wuhan has sparked widespread attention in the coffee community, and similar phenomena of customers requesting refunds from merchants for various reasons are not uncommon in the food and beverage industry. Some coffee shop owners have reported encountering a customer who repeatedly applied for refunds on the grounds that the drinks' taste was not to their liking, suspected to be an "Allergy Sister alt account." Investigations revealed that this customer had placed orders at multiple shops and repeatedly applied for refunds, citing reasons such as the drink being too bland, too sweet, or too cloying. Some merchants chose to appease the customer to protect their reputation, but others refused to compromise and warned their peers to be vigilant. Such behavior not only harms merchants' interests but also encourages a culture of malicious claims. This article reviews the course of events and explores reasonable ways for merchants to defend their rights when responding to consumer complaints. [more…]

Recently, a post about a delivery rider whose paper bag broke at the bottom while delivering Starbucks coffee on a rainy day, causing 7 cups of coffee to spill, sparked widespread discussion. The poster said the rider proactively called the store to request a remake and offered to bear the cost themselves, prompting netizens to question Starbucks' rainy-day packaging. Starbucks officially responded afterward, stating that it had urgently reviewed and optimized its packaging and promised that the delivery rider would not bear the loss. The incident also drew consumers' attention to the common problems with paper bags in rainy weather and with iced drinks, and brands such as Front Street Coffee have also had related discussions. [more…]

For many office workers, coffee has long become an indispensable "life-saving" drink in daily life. As takeout ordering has become the mainstream, customers' diverse taste notes have also emerged. Some pursue an iced Americano that is bitter to the extreme, some demand a hot latte scalding to the point of smoking, and some even forget to modify add-on notes such as chili and cilantro. Behind these hilarious takeout orders, they not only reflect consumers' demand for personalized customization, but also show baristas' wit and helplessness when facing "impossible tasks." This article reviews those coffee takeout notes that make people laugh and cry, and shares product information related to the "Front Street Coffee" brand. [more…]

As competition in the new-style tea beverage sector reaches a fever pitch, Nayuki was the first to list on the capital market, claiming the title of "the first stock of new-style tea drinks" and was once regarded as an industry benchmark. Recently, however, a consumer in Shanghai discovered raw dough that could stretch into strings in a durian bread purchased from Nayuki via delivery. The store explained it as "baked relatively soft," and the refund request was also rejected. This incident quickly fermented on social platforms and once again brought Nayuki's past food safety issues back into the public eye—from expired milk and rotten fruit to chaotic kitchen practices, what has happened to this brand with a halo over its head? [more…]

Recently, a female consumer in Hefei, Anhui Province, found a cockroach at the bottom of a cup after buying milk tea through a food delivery platform. Even more shockingly, after she exposed the incident on Weibo, she received threatening private messages from an anonymous person. The incident quickly escalated and became a trending topic on Weibo, with 84.574 million views. An investigation found that the shop involved was not the authentic "COCO都可" but a counterfeit store called "与COCO茶饮". The merchant initially refused compensation and accused the consumer of extortion, but later expressed willingness to apologize, compensate, and fire the store manager. This incident not only exposed the difficulty of identifying counterfeit brands on food delivery platforms but also once again sounded the alarm for food safety. Front Street Coffee reminds you that when encountering similar problems, you must preserve evidence at the first opportunity and defend your rights in accordance with the law. [more…]

Recently, the rise in delivery fees on food delivery platforms has sparked heated discussion among coffee merchants. Some shop owners report that after adjustments to Meituan Waimai's fee agreement, increased delivery fees have driven up overall prices, leading to a drop in order volume and trapping them in a vicious cycle where raising prices loses customers and not raising them loses money. Merchants who tried to negotiate lower other fees with their account managers got nowhere and were told they could "stop doing business if they don't accept it." Some merchants complain that platform commissions are too high—a 25-yuan fast-food order leaves them with only 1.24 yuan, and some even end up with negative income. Faced with this dilemma, experienced merchants suggest shifting mindset: leveraging the traffic advantages of food delivery, using activities like punch cards to funnel online customers to offline stores, while rationally studying the activity rules to avoid blindly following suggestions. Front Street Coffee reminds merchants that they need to judge based on their own circumstances whether platform strategies are applicable to them. [more…]

This morning, delivery orders for Starbucks and Luckin Coffee experienced widespread disruptions, with many consumers waiting in vain for riders to pick up their orders after placing them on Ele.me and the brands' official channels. It is understood that the problem stemmed from an anomaly in the rider information service database of SF Intra-city, the delivery partner for both brands, which prevented orders from being dispatched and recipient information from being displayed. Store employees were forced to act as customer service representatives, calling customers one by one to apologize and suggesting they pick up their orders in person, while multiple store locations on the Ele.me platform temporarily showed as "closed." As of press time, none of the three parties involved had issued a formal response, and online stores had gradually resumed accepting orders. [more…]

Recently, a conflict between a delivery rider and a staff member at a chain milk tea shop in Shanghai drew widespread attention. Initially, the delivery rider posted a video on social media claiming that a staff member threw milk tea on him after he urged them to hurry with the order, sparking outrage among netizens against the store. However, as surveillance footage from the store was released, the incident took a dramatic turn: the delivery rider, while pressing for the order, took the liberty of rummaging through the counter and made physical contact with the staff, escalating the conflict. The brand said both parties have reached a settlement under police mediation, but the delivery rider later posted an incomplete video and livestreamed, and the brand will reserve the right to pursue legal action. As coffee enthusiasts, we care about the service experience in the beverage industry and also call for a rational view of disputes. Front Street Coffee reminds that communication and respect are the key to resolving conflicts. [more…]

Heytea recently launched a limited-time offering of the previously Tibet-exclusive yak milk tea, Qiammo, across its nationwide stores. This Tibetan-style sweet tea features yak milk, highland barley base, and a highland barley egg crisp crumble cheese milk cap, sparking anticipation among longtime fans. However, during delivery, the milk cap was not packaged separately, which significantly diminished the drink's appearance and taste, leading many consumers to complain that its look and flavor closely resembled childhood Jinwei cereal. The brand subsequently made emergency adjustments to its packaging rules: hot drinks are now separated by default, while cold drinks require a note. This article reviews the product background, consumer feedback, and the official response, presenting this new product controversy for coffee and tea enthusiasts. [more…]

Luckin Coffee's latest 2023 store price list has been announced, clearly listing prices for series such as the Classic Latte, SOE Little Black Cup, and the Raw Coconut Family. However, consumers have recently discovered that the same drink is priced differently at different stores, and in some cases the pickup price is even higher than the delivery price—a phenomenon that has sparked widespread discussion. Luckin Coffee officially responded that, due to differences in logistics and operating costs, stores may apply for price adjustments, with a maximum increase of 3 yuan. This article compiles the complete price list and reviews the changes in Luckin's pricing strategy and their impact on consumers. [more…]

A new round of subsidy battles on delivery platforms has once again ignited the tea beverage market, with Meituan handing out large numbers of tea drink vouchers, while Ele.me and Taobao Flash Sale fight back with hefty discounts. However, after claiming the vouchers, many consumers found that Goodme stores in Shenzhen, Xi'an, Chengdu, Nanning, and other places showed as "resting/closed" or out of stock on third-party platforms, making it impossible to redeem normally. Interestingly, the same stores were still open on the official mini-program, and products included in the promotion, such as lemonade, could still be ordered. The contradiction between stores actually being overwhelmed with orders and appearing "closed" online has led many to speculate that this is a measure taken by the brand to ease order pressure. Consumers have expressed dissatisfaction over the chaotic promotion, orders being automatically canceled, and no stock upon arrival at stores. Front Street Coffee continues to follow industry developments and brings in-depth observations. [more…]

The arrival of the Start of Autumn solar term has once again sparked a consumer frenzy with the annual "first cup of milk tea in autumn" promotion. This year, driven by large-scale distribution of tea voucher and discount coupons on platforms such as Meituan, Ele.me, and JD.com, combined with brands' own promotions, order volumes have far exceeded previous years. However, behind the order surge is extreme pressure on store operations: receipt piles are mountainous, rider capacity is severely insufficient, delivery delays and wrong drink deliveries occur frequently, and customer complaints have surged. To ease the pressure, some stores of brands such as Starbucks, Luckin Coffee, Heytea, and Chagee have had to temporarily close or shut down delivery channels, leaving consumers unable to use the coupons they hold. This annual carnival, while bringing huge challenges to workers, has also exposed the fragility of the instant delivery system under extreme peaks. [more…]

In an era when chain coffee brands are densely expanding, Manner and M stand are often hard for consumers and delivery riders to tell apart, since both adopt a minimalist black-and-white style and a prominent letter M logo. Recently, a customer ordered Manner takeout on Meituan but received a product from M stand, sparking a refund dispute. Such incidents are not isolated: some people have scanned their M stand membership code at the Manner counter, some only discovered after ordering that another brand's item was sitting in the pickup locker, and some customers even went to the wrong store to ask about specialty drinks. The two brands are not only similar in visual identity, but also often located next to each other, further increasing the chance of confusion. This article sorts out the reasons behind these mix-ups and looks at how baristas and consumers are responding. [more…]

Recently, a video of a Mixue Bingcheng employee crying while making drinks due to a flood of orders spread rapidly online, drawing widespread attention. The incident occurred in Wenzhou, Zhejiang, where a delivery rider picking up an order found that only one employee was handling order labels several meters long alone, emotionally breaking down yet still not stopping work. After the video was posted, many netizens expressed sympathy for the plight of tea beverage workers, while some pointed out the contradiction between delivery platforms' price wars driving surging sales and staffing not increasing. Mixue Bingcheng later responded that the employee was the store manager and that the crying was due to family conflicts rather than work pressure. Behind the incident, it reflects the operational difficulties and employee mental health issues in the tea beverage industry under low-price competition. [more…]

Recently, a controversy over a customer being visited at home by a霸王茶姬 (Chagee) employee after leaving a negative review has sparked widespread discussion online, with related topics trending on Weibo on Monday morning. According to Star Video, on July 20, a man in Chengdu, Sichuan Province, posted a video claiming that after consuming a drink at Chagee the previous day, he felt the taste was different from before. He did not choose to request a refund or a remake, but directly left a negative review on the order. Unexpectedly, the next day, the employee suddenly showed up at his door without contacting him in advance, asking him to delete the negative review. After the incident was exposed, netizens had mixed views on the employee's behavior, with some exclaiming "too scary," while others expressed understanding for the worker. Chagee customer service responded that the store wanted to communicate amicably with the customer, and the store manager involved explained that they went to the customer's home because the delivery rider, the store, and the platform all could not get through to the customer by phone. This article sorts out the course of the incident and the views of all parties, and explores reasonable ways for merchants to respond to negative reviews. [more…]

Takeout coffee has become an important part of daily consumption. From the moment a store hands off an order to the moment a rider delivers it, packaging design directly determines whether the cup of coffee the customer receives is intact, whether the temperature is right, and whether the taste is as good as it was fresh. Behind a cup of takeout coffee lies a series of detailed considerations: vent holes, leak-proof paper, foil insulation, separate packing and bagging, and even rain bags and custom packing boxes. These seemingly inconspicuous packaging steps not only affect order efficiency and the consumer experience, but also serve to spread word of mouth for the brand. This article will break down, one by one, the often-overlooked tricks of the trade in coffee takeout packaging, and look at how merchants strike a balance between preventing spills, keeping coffee warm, and preserving taste. [more…]

When adding a milk ball to meet the minimum order for delivery, it seemed like an ordinary thing to do, but recently a consumer discovered something suspicious. To reach the minimum order amount, the customer spent 1.5 yuan at a coffee shop to buy a milk ball labeled "Nestlé." Upon receiving it, they tore off the delivery label and found that it was actually a milk ball with the McDonald's logo. This sparked many speculations: Did the merchant resell milk balls collected for free from McDonald's to customers? Some pointed out that there are suppliers in the market selling milk balls with brand logos, so it might not necessarily be from "freeloading." Moreover, sharp-eyed netizens noticed that the milk ball was neither Nestlé nor McDonald's, but a product from "Vitasoy." A tiny milk ball has brought up various topics about the supply of coffee industry accessories. [more…]

The subsidy war ignited by food delivery platforms has drawn in chain brands like Luckin Coffee and Mixue Bingcheng. A Luckin store in Chengdu was recently overwhelmed by a flood of orders due to a "0-yuan purchase" promotion, with some stores receiving over a thousand drinks to be made within an hour. However, after the promotion ended, staff found a large number of unclaimed drinks while cleaning up the counter, with the ice long melted. Impulse orders driven by consumers' "bargain-hunting" mentality not only caused food waste but also increased the burden on store workers. In response, some suggested switching to in-store freshly made orders, but Luckin employees said this would be fraught with practical difficulties. This article takes you through the full picture of this order surge and the views of all parties involved. [more…]