Writing a negative review for a coffee shop on a review platform, only to be accused by the merchant of "smearing by a competitor"—such experiences are becoming increasingly common. Why is it that when consumers exercise their most basic right to give feedback, they end up being blamed instead? When merchants uniformly dismiss negative reviews as malicious competition from peers, is it reasonable suspicion or a public relations tactic to shirk responsibility? Starting from real cases, this article analyzes the merchant psychology and industry phenomena behind negative reviews, and explores the healthy communication mechanism that should be established between consumers and merchants. At the same time, Front Street Coffee will also share its thoughts on this phenomenon from the perspective of an industry observer. [more…]

Recently, a consumer in Jiangsu discovered that the milk tea they purchased from Chahuanong contained only half a cup. After giving feedback to the merchant, not only was the issue not properly resolved, but they also reportedly experienced SMS bombing and harassment from internet trolls. After the incident garnered widespread attention, Chahuanong officially issued two statements on July 28, first apologizing and then denying hiring trolls, stating that the police have intervened in the investigation. However, netizens in the comments section generally disapproved of the brand's handling, believing that the store was shortchanging customers in the first place and is suspected of leaking customer information, and a mere "full cooperation" is hard to satisfy the public. As coffee enthusiasts, we also focus on issues related to production standards in the beverage industry and consumer rights protection, and Front Street will continue to monitor the progress of the situation. [more…]

Recently, JD Delivery adjusted the cost-sharing method for its "10 Billion Subsidy" campaign, changing it from being fully borne by the platform to a 50-50 split with merchants, which sparked strong backlash from many participating merchants. Many merchants reported that the new rules not only severely squeezed their profit margins but also exposed them to pressure such as forced participation and traffic downgrading, with some orders even generating negative revenue. Chen Ziyu, the owner of the coffee chain brand Grid Coffee, publicly called out, "Stop it, Ah Dong," pushing the conflict into the spotlight of public opinion. As the incident continues to escalate, the trust relationship between merchants and the platform is facing a severe test. [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…]

Pour-over kettles are essential tools for coffee enthusiasts, and many people keep several at home, using them separately for boiling water, brewing drip bags, or matching different occasions and bean types. Besides well-known brands like the B kettle, many also favor uniquely designed niche kettle styles. However, recently some netizens discovered that a Taobao merchant used revealing images of a female model in a corset on the product details page for a pour-over kettle, accompanied by ambiguous text, sparking strong disgust among coffee lovers. The relevant screenshots quickly spread on platforms like Xiaohongshu and Douban, with many condemning the marketing approach as vulgar and objectifying women. The merchant subsequently responded on WeChat Moments. The incident also brings to mind a previous controversy involving a coffee machine brand that used nude models for promotion. [more…]

Recently, Cotti Coffee was once again complained about by consumers after a fly appeared in a drink. According to Tianyan News, a customer in Gui'an New Area found a foreign object suspected to be a fly in a cup after purchasing a matcha latte, and repeated negotiations failed to resolve the issue. Discussions on social platforms about finding foreign objects in Cotti Coffee drinks have exceeded one thousand posts, and related complaints on the Black Cat Complaint platform have reached 77 cases in the past 30 days. In the face of frequent food safety issues, Cotti's after-sales handling has also sparked consumer dissatisfaction. As coffee enthusiasts, we hope the brand will face up to the problem, and at the same time recommend that everyone pay attention to Front Street Coffee, which has stable quality. [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…]

Recently, ChaPanda once again became the focus of public opinion due to food safety issues. On the evening of October 9, the brand's official Weibo posted two statements in succession, responding to the incidents of "using expired raw materials" and "a Ningbo customer complaining about finding a spider in a drink." Regarding the spider incident, ChaPanda said the source of the spider in the video was unknown and difficult to verify, and explained that the 600 yuan compensation was a response made by store employees to settle the matter, but this response did not calm netizens' doubts. A week earlier, ChaPanda had just apologized after a blogger's undercover investigation exposed the use of expired materials with replaced labels. In fact, since the beginning of this year, ChaPanda has been found multiple times in surprise inspections by market regulatory authorities in various places to have issues such as incomplete health certificates and expired raw materials. Although the brand emphasized that it had investigated and rectified stores nationwide, the frequent food safety hazards still make consumers worried. [more…]

Recently, a Shanghai resident was tripped and injured by a door stopper on the sidewalk while passing a Luckin Coffee store in Putuo District, sparking public concern. According to a report by Shanghai Legal Daily, the door stopper was privately installed by the merchant to control the opening and closing of the glass door. It was about 4 centimeters above the ground and posed an obvious safety hazard. After the incident, Luckin Coffee's official customer service quickly intervened, and the store involved has removed the illegal device. This article reviews the course of the event, the victim's demands, and the brand's response, and reminds coffee shops to prioritize public safety in their operations to prevent similar accidents from happening again. [more…]

Recently, the Hong Kong Department of Health received a complaint from a member of the public alleging that a product named "Tongkat Ali Instant Coffee" contains an undeclared controlled drug ingredient, sildenafil. Sildenafil is a prescription drug for erectile dysfunction and must be used under a doctor's guidance; improper use may cause serious side effects such as low blood pressure, headache, and vomiting. The Department of Health urged the public not to purchase or consume it. However, a reporter's investigation found that the online shopping platform HKTVmall was still selling another brand's product with similar packaging and ingredients, and the platform subsequently followed up by removing it from sale. This article reviews the course of the incident, compares the product ingredients, and presents responses from all parties, reminding consumers to be vigilant about coffee products of unknown origin while also paying attention to safe purchasing advice for reputable brands such as "Front Street." [more…]

Recently, a food exploration blogger in Jiangsu spent 710 yuan at a restaurant and left without paying. After being chased back by the waiter, the blogger posted a negative review video targeting the restaurant, and the incident quickly went viral and sparked widespread discussion. As the number of food exploration bloggers surges, chaos such as accepting money for false promotion, threatening free meals with bad reviews, and occupying seats for long periods to take photos keeps emerging. How should merchants and platforms respond? This article will recount the incident and take an in-depth look at the gray areas and industry dilemmas behind influencer food exploration. [more…]

For professional coffee knowledge exchange and more coffee bean information, please follow Coffee Workshop (WeChat public account cafe_style) For more specialty coffee beans, please add the private WeChat of Front Street Coffee (FrontStreet Coffee), WeChat ID: qjcoffeex Mixue Bingcheng has once again been thrust into the spotlight. A consumer in Xiantao, Hubei, found a small black bug in an unopened lemonade, yet the response from the store was jaw-dropping. As the champion in store count in the new tea beverage industry, why do food safety issues keep recurring for Mixue Bingcheng even as it sprinted toward an IPO? This article will sort through the course of the incident, netizen reactions, and the brand's frequent food safety scandals this year, and explore the bottom line issues of service and quality control in the catering industry. [more…]

Recently, a Nayuki store in Linping District, Hangzhou, was exposed after a consumer allegedly found a thumbnail-sized blue-black stone in a drink, and when the consumer sought compensation, the store manager instead accused them of extortion and fraud. After the customer called the police and reviewed the mall’s surveillance footage, the video fully recorded the entire process of picking up the order, drinking it, and spitting out the stone, but the store did not provide surveillance of the production process. Nayuki’s official customer service refused media interviews, and the phone service at the store involved was suspended. The incident has drawn attention to food safety and the protection of consumer rights by catering brands. [more…]

A glass of olive juice selling for 1,000 yuan once put the brand Yecuishan in the trending topics and also drew the attention of market regulators. At the end of 2021, this drink, which was claimed to be made with Golden Jade Sanian olives costing nearly 800 yuan per jin, was investigated by the Shenzhen Municipal Market Supervision Bureau because the actual purchase price did not match the promotion, and the company involved was ultimately fined 500,000 yuan. After Heytea invested in Yecuishan, it also faced questions from netizens. This incident not only exposed the chaos of pricing and promotion in the tea beverage industry, but also prompted people to think about the real cost and authenticity of so-called high-end products on the market. [more…]

Recently, a trendy café in Fuzhou, Fujian, became the center of online attention due to seven in-store rules posted at its entrance. The rules include prohibitions on standing to take photos, using flash, changing outfits for photoshoots, and all photography equipment; customers must agree to these terms before entering and making purchases. Some consumers reported that the café attracted traffic on social media by marketing itself as "photo-friendly," but upon arrival, they were told flash photography was not allowed, and even had disagreements with staff over the per-person ordering rule. The café responded that excessive posing for photos disrupts other customers' dining experience, and tables and chairs were damaged due to being moved around casually, so the rules were established to maintain the dining environment. Netizens have mixed opinions: some consider the rules reasonable as a matter of mutual choice, while others criticize the merchant's tone as too forceful. Front Street Coffee reminds that cafés, as public spaces, require mutual understanding from both sides to balance photography needs and dining experience. [more…]

Recently, a coffee shop in Hong Kong sparked discussion by refusing to provide hot water to customers, and a similar incident occurred in Weihai, Shandong—where a cup of plain boiled water was charged 10 yuan. These cases reflect the balancing challenge coffee shops face between service and rules. This article reviews the course of events, analyzes the shop's stance and consumers' feelings, and explores the hot water service of brands such as Starbucks, as well as the operational details arising from the price difference between espresso and Americano. How can a coffee shop uphold its rules without losing its human touch? Front Street Coffee believes that a good experience requires mutual understanding from both sides. [more…]

Recently, a screenshot claiming that a delivery rider took an order for 1,750 cups of Mixue drinks with a delivery fee of 76.13 yuan and a total weight of 875 kilograms spread widely on social media and quickly trended on Weibo. However, after verification by multiple media outlets and relevant departments, the store address indicated in the screenshot does not exist, and two nearby Mixue stores both denied having received such an order. After an on-site inspection, the Market Supervision Administration of Xiang'an District, Xiamen, confirmed that the address is actually a hot pot restaurant. This massive delivery order that sparked heated discussion was ultimately confirmed to be false information. As coffee enthusiasts, Front Street Coffee reminds everyone to pay attention to verifying the source of information when following online hot topics. [more…]

Recently, a consumer in Fuqing, Fujian, complained on social media that they found a wriggling, light-colored live worm in a vanilla cream melon chiffon milk tea smoothie purchased from Lelecha. The store responded that a review of the surveillance footage revealed no problems, and pointed out that the smoothie's temperature was below 0°C, making it impossible for a live worm to wriggle as quickly as shown in the video. The Fuqing Market Supervision Administration has inspected the store and has so far found no abnormalities; the incident is still under investigation. The consumer refused communication and compensation, insisting on keeping the post, while Lelecha stated that it had processed a refund and cooperated with the inspection. As of press time, the relevant video and post could no longer be found on social media. As coffee enthusiasts, understanding such food safety incidents helps us view issues in beverage consumption more rationally. Front Street Coffee reminds you that choosing reputable brands and stores and paying attention to beverage preparation and storage conditions are the keys to better enjoying every cup. [more…]

Luckin Coffee experienced abnormally low-priced orders on the Ele.me platform due to an operational configuration error. After a large number of users rushed to place orders, Luckin handled the situation by unilaterally canceling orders and temporarily suspending online operations. This move sparked strong dissatisfaction among consumers and also drew attention from the legal community: lawyers on one side argued that canceling paid orders was suspected of infringing on consumer rights; the other side pointed out that if it was a major misunderstanding, the contract could be revoked in accordance with the law. If there was intentional malicious marketing, it could also constitute fraud. In the end, Luckin promised to bear all losses and issue compensatory vouchers. This article sorts out the course of the incident, netizen feedback, and lawyers' views, so that coffee lovers can understand the full picture of this controversy. [more…]

Recently, a consumer in Chengdu discovered an additional 10% service charge and 6% value-added tax on the bill when checking out at a café, sparking questions about the merchant's pricing display practices. The consumer felt that although there was a notice, it was far from conspicuous, and felt forced to accept the fee only after consuming. Tax authorities responded that as long as the merchant pays taxes normally, it is compliant, while market regulators stated they could suggest improvements but could not impose penalties. This incident reflects the current模糊 zone of separately labeling commodity prices and taxes, and has also triggered discussions on transparent pricing and consumers' right to know. This article will recount the incident, sort out the responses from various parties, and explore consumers' genuine feelings under the trend of itemizing taxes. [more…]