After finishing a cup of Luckin Coffee, the taste may soon be forgotten, but the paper bag is often kept. In recent years, Luckin has continued to attract consumer attention through its packaging design. From co-branded editions to seasonal limited editions, from coffee-region themes to holiday specials, materials such as paper bags and cup sleeves not only serve a containing function but have also become carriers that consumers spontaneously collect, repurpose, and share. This article analyzes how Luckin uses a single piece of paper to achieve deep interaction between the brand and consumers from the perspectives of design strategy, environmental philosophy, and social communication, and explores brand development ideas that independent coffee shops can learn from. [more…]

In the coffee consumption experience, interaction with baristas is often a bonus. But when you encounter a hearing-impaired barista, communication shifts from speech to pen and paper. Recently, a customer at a Manner store noticed a sign on the counter reading "I am a silent barista," leading to a quiet yet warm consumption experience. Some were moved by the focus and effort of silent baristas, while others pointed out the practical efficiency challenges in collaboration from an employee's perspective. In recent years, with policy encouragement and corporate participation, silent cafes have emerged in multiple cities, providing not only jobs but also livelihood skills. Front Street Coffee has observed that to bridge the communication gap, some stores are trying solutions such as sign language menus and voice-to-text devices. This article will present multiple perspectives from consumers, employees, and brands to explore the real situation and future possibilities of silent baristas in chain stores. [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…]

As the weather warms up, Luckin's iced drink sales are climbing, and the old problem of "too much ice" has once again sparked discussion. Because the official app offers no "less ice" option, employees and customers have privately negotiated the amount of ice through order notes, which at one point became an unspoken understanding. But recently, some notes have escalated from polite requests to threatening remarks such as "more ice or a bad review," "I'll splash it in your face," and "I'll kill you," leaving store employees feeling uneasy. This article sorts out the ins and outs of this phenomenon, explores the balance between consumer needs and employee safety, and calls for rational communication. [more…]

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 fee. However, some netizens pointed out that this policy only applies to the black coffee series, while tea drinks and app orders can still get free milk. Some netizens claiming to be Starbucks partners said that generally, adding milk within 30ml is free, but inconsistent communication of store policies has led to chaotic enforcement. The incident reflects the brand's shortcomings in customized service and consumer communication, prompting thoughts on the reasonableness and transparency of the charges. [more…]

Recently, a consumer in Hangzhou, Zhejiang, posted on social media claiming to have疑似 found fragments of an insect carcass in a takeaway milk tea from the well-known freshly made tea drink brand KOI. The consumer and the brand failed to reach an agreement after multiple communications over compensation and an apology, and the consumer has filed a complaint with 12315 and insists on pursuing legal proceedings. KOI responded that neither the store surveillance nor inspections by the market supervision department found any foreign object entering the drink, and that the strainer hole design of the shaker cup would also block such foreign objects, so it does not accept an apology on the platform but is willing to compensate in accordance with the law. The incident has attracted widespread attention, with both sides sticking to their own accounts, and there is currently no new progress. [more…]

When ordering on a food delivery platform, many consumers have experienced the mistake of confirming too quickly without carefully reading the options. Third-party platforms usually support time-limited cancellations, but if it is a merchant's own mini-program or app, the process for modifying or canceling an order is often more cumbersome, and many people's first instinct is to call the store directly. Recently, however, some customers have discovered that what is listed on the Luckin Coffee platform is not the store's direct line, but the national unified customer service hotline, making it difficult to reach the store level in a timely manner. This situation has sparked discussions about the contact information of chain brand stores, order modification and cancellation permissions, and has also brought to light the real conflict in communication efficiency between consumers and stores. [more…]

Recently, a consumer exposed on social media that she found several still-wriggling live maggots in a meteorite-series drink she bought at Luckin, by which time she had already drunk more than half the cup. The store involved responded that surveillance showed no abnormalities in either operations or material storage, and proposed three drink coupons as compensation, but the customer explicitly refused. This is not the first time Luckin has been caught up in a storm over insect foreign objects; several similar incidents were exposed last year. As the incident continues to ferment, market regulators have stepped in, and the consumer has yet to receive any further official communication. Food safety has once again become an unavoidable core issue for the beverage industry. [more…]

In today's world where specialty coffee is becoming increasingly popular, baristas not only need professional skills but also have to handle all kinds of customer demands. When guests make requests that are both laughable and exasperating, how can you stay professional without losing your warmth? Starting from real-life rants, this article explores baristas' mental fortitude and communication techniques, emphasizing the use of plain and accessible language to guide customers toward understanding coffee, while maintaining a zen attitude and respecting every consumer's choices. Whether you're a professional or an enthusiast, you'll find inspiration here. [more…]

Recently, news that police officers in Chongqing's Ciqikou Ancient Town were asked to leave while eating at the entrance of a Starbucks spread rapidly on social media, sparking widespread attention and trending on Weibo. Starbucks China later responded that the incident was a misunderstanding caused by inappropriate remarks during seat coordination, denying that it had asked the officers to leave or filed a complaint against them. However, this apology did not quell netizens' doubts, and related discussions continued to intensify. Meanwhile, reports said Starbucks customer service stated that if the incident was verified, the employees involved would be disciplined, and the local management committee had also intervened in the investigation. The incident also reminded people of a similar case involving Starbucks in the United States in 2019. As coffee lovers, we cannot help but wonder: how should cafes and community law enforcement officers coexist harmoniously? Front Street Coffee has always advocated the concept of community friendliness, paying attention to the warmth behind every cup of coffee. [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…]

In today's world where specialty coffee is becoming increasingly popular, more and more consumers are starting to walk into coffee shops and try various drinks. However, because their understanding of coffee knowledge is still limited, many customers make requests when ordering that leave baristas not knowing whether to laugh or cry—for example, ordering a Dirty but asking for it to be heated, drinking pour-over but asking for sugar and milk, or urging the drink to be served right after placing the order. Faced with these situations, how can baristas respond while maintaining both professionalism and warmth? Starting from real scenarios, this article shares communication techniques between baristas and customers, and explores how to guide customers to experience the true charm of coffee while respecting their choices. [more…]

In the hustle and bustle of the city, a cup of tea can also convey silent warmth. Chagee recently announced a comprehensive upgrade of its "Silent Store" program, with its first Guangdong location opening at Guangzhou's Kwun Tong Plaza. This store, where hearing-impaired individuals serve as tea makers, not only provides equal employment opportunities for special groups but also creates an inclusive and friendly tea-drinking space through upgraded accessibility facilities, sign language communication guides, and other details. This article will walk you through the unique features of this store and review the pioneering explorations of brands like Starbucks in the silent store sector, examining how a cup of tea can connect understanding and respect among different groups. [more…]

Recently, a netizen alleged that they were asked to leave while doing makeup at a Starbucks store in Shenzhen on the day they received their marriage certificate, and the incident quickly sparked discussion. According to the netizen's account, they had called the store in advance to confirm that doing makeup was allowed as long as it did not disturb others, but after making a purchase that day, they were still discouraged by the shift manager during the makeup process and even felt insulted. The store involved responded that if the smell or powder of cosmetics affects other customers, staff will step in to remind them, that the shift manager's voice was indeed somewhat loud at the time, and that afterward the full order was refunded and two tall drink vouchers were given. The regional manager has stepped in to communicate. Netizens have differing views on this. Some believe a coffee shop is not a place for doing makeup, while others think normal touch-ups are harmless and that there may be another reason for the conflict. The incident has once again prompted reflection on the boundaries of using public space in coffee shops. [more…]

Recently, a consumer reported finding a whole black insect at the bottom of a cup of "Orchid Latte" purchased at a Chayan Yuese store on Nanjing Station Square, just as they were about to finish the drink. Unlike past food safety complaints, many regular customers said they were not surprised—to preserve the texture and appearance of the cream top and milk foam, Chayan Yuese typically serves drinks without lids, leaving them open, so the risk of insects falling in has always existed. After reviewing surveillance footage, the store said there were no abnormalities in the production process, while the brand responded that the insect might have entered the cup after the customer left the store. A refund has been issued, and the brand is continuing to communicate with the customer. The incident has once again sparked discussion among consumers about the brand's practice of not proactively providing cup lids. [more…]

Starbucks' "0.01 yuan for two Flat Whites" promotion sparked controversy after coupon distribution failed and orders were automatically refunded, triggering a wave of dissatisfaction and complaints from netizens, with the Shanghai Consumer Council stepping in to communicate. Starbucks China denied allegations of "order cancellation" and "zero-cost customer acquisition," stating that it had fulfilled over 10,000 orders, while more than 900,000 orders were not completed. Lawyers pointed out that once consumers pay successfully, a contract is formed, and Starbucks' unilateral cancellation may constitute a breach of contract. The incident is still unfolding, and the Consumer Council has not yet released the investigation results. [more…]

Recently, a dispute at a Starbucks store in Terminal 2 of Kuala Lumpur International Airport sparked widespread discussion. A Chinese tourist, struggling with English, was using an AI translation tool to communicate with a staff member when the employee muttered an insult in Malay under their breath: "bodoh" (meaning stupid). After the video was uploaded, Malaysian netizens quickly pointed out the meaning of the insult and filed complaints on the tourist's behalf. Starbucks Malaysia subsequently issued a statement saying the barista involved had been fired on September 21, that the company apologized to the customer and the public, and that it pledged to strengthen training on cultural sensitivity and service standards for employees. The incident also serves as a reminder to coffee industry professionals that respect and patience are crucial in cross-cultural communication. [more…]

Manner previously announced a giveaway cup event on Xiaohongshu, and the light purple ceramic cup in the accompanying images quickly captured the hearts of many cup enthusiasts. As usual, new merchandise would land on various platforms within a day or two after the official poster was released, and many fans even checked with stores in advance about stock availability, gearing up for the rush. However, this event has yet to appear, with some people setting alarms for several nights in a row only to come up empty-handed, while store employees also said they had not yet received notice. Is it the weather that has delayed the nationwide launch, or has there been a problem with the brand's communication? This article will reconstruct the course of events and explore the communication shortcomings exposed by Manner during the event delay controversy. [more…]

Manner launched a Year of the Dragon promotion offering a vintage mug with the purchase of a two-cup light cheesecake latte set, limited to 120,000 nationwide, which sparked a buying frenzy among fans. However, after the promotion went live, some netizens noticed that the mug bore a strong resemblance to IKEA's Gärdell mug and questioned its claimed market value of 75 yuan. At the same time, many consumers reported that the mugs they received had obvious flaws such as color discrepancies, dents, chips, and uneven spray coating. Despite the controversy, some users still praised the mug's texture and logo design. This article summarizes the promotion rules, netizen feedback, and after-sales advice, and reminds readers to promptly communicate with the store when encountering issues with their consumption experience at a coffee shop. [more…]

Recently, at a Starbucks store in Baolong Plaza, Shengzhou, Shaoxing, Zhejiang, the outdoor seating area was occupied for a long time by several elderly people who not only chatted and rested there, but also gathered to play cards and mahjong, creating noise and refusing to give up seats, seriously disrupting the store's normal operations and other customers' experience. After repeated ineffective requests to leave, the staff chose to call the police, who arrived to mediate, and most of the elderly left that day. The mall stated that it had communicated with relevant departments and planned to guide these elderly people to a senior service center to rest. The incident sparked heated discussion online, with most people supporting the store's approach to maintaining order, and lawyers also pointed out that if the elderly make loud noises or play cards affecting others, they may violate the Public Security Administration Punishments Law. As a well-known coffee brand, Starbucks' store order management has once again become a public focus, and Front Street Coffee reminds consumers to enjoy the coffee space civilly. [more…]