Heytea's publicly posted "remake if unsatisfied" service commitment has recently sparked a string of consumer doubts. Some customers report being refused by staff when asking for a remake because a drink was sweeter than expected, with customer service responding that drinks must be "made to the original standard." Similar cases have also occurred in Shandong. Some long-time customers point out that there are differences in how the standard is applied between directly operated stores and franchise stores. Consumers generally believe that if a brand makes a public commitment, it should not attach hidden conditions. This article reviews the course of events and the views of all parties, and compares the practices of peers such as Starbucks and Chagee to explore how "remake if unsatisfied" should actually be implemented. [more…]

Recently, Starbucks has rolled out a major syrup reform in China, splitting flavored syrups into two parts: flavor and syrup, so that customers can separately choose flavor concentrates and sweetness levels. The new rules appear to meet the needs of sugar-conscious consumers, but after launch they triggered a wave of complaints: the old version's function of freely adjusting syrup by number of pumps was canceled, replaced by three major categories—classic sugar, zero-calorie sweetener, and no added sugar—along with two sub-options: less sweet and standard sweet. Customers accustomed to ordering by number of pumps are saying they no longer know how to order, and baristas are also getting headaches from the complicated labels. What exactly are the inconveniences brought by this revamp? What is the real feedback from users and baristas? This article takes you through it. [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…]

Starbucks recently launched a Blonde Espresso series, highlighting the lively acidity and citrus notes brought by a lighter roast, officially described as mellow, delicate, and softly sweet. However, after the product hit the market, consumer feedback has been notably divided: customers who prefer medium-light roasts find the taste soft and light, calling it a blessing for those who fear bitterness; while loyal customers accustomed to Starbucks' traditional dark roast flavor have expressed disappointment, saying the milk flavor overpowers everything and even suspecting the barista forgot to add the espresso. The core of this controversy actually lies in how the degree of roast affects flavor, rather than a recipe error. Espresso made from light-roasted beans has a reduced burnt-bitterness and a more pronounced sweet-and-sour quality, so when combined with milk it naturally seems to taste more milky. In addition, a light roast does not equal low caffeine—caffeine content is mainly determined by variety, altitude, and brewing method, and has nothing to do with roast level. This article will analyze the issue from three aspects: customer reviews, the causes of flavor, and caffeine misconceptions. [more…]

Recently, a post about 1 Dian Dian's navy salt salted milk green tea charging an extra 2 yuan for added salt sparked widespread discussion on social media. Some customers, following online guides, asked for extra salt, only to be told that one pump of salt costs 2 yuan, which was far from their expectations. Subsequently, 1 Dian Dian employees and official customer service explained that the "salt" is actually a relatively expensive navy salt rock sugar flavor syrup, and according to company policy, additional additions require payment. Although the store has apologized for the incorrect price quote, netizens have derived a new question: since adding sugar costs money, should customers who order less sugar or no sugar also get a refund for the corresponding syrup price difference? This debate about the pricing logic of tea drinks quickly became a topic of interest for coffee and tea enthusiasts. [more…]

Recently, a netizen exposed that the well-known fruit tea chain brand 7FenTian uses quick-frozen mango chunks in its beverage preparation, and that this food has a shelf life of up to 24 months, sparking widespread concern. The brand is known for its signature product Yangzhi Ganlu, and both its ordering mini-program and offline stores advertise the use of fresh mangoes and freshly cut soft and glutinous mangoes, but the expose revealed that the stores actually use quick-frozen fruit chunks. 7FenTian customer service confirmed that the quick-frozen mango chunks are uniformly ordered and delivered by the company, and the shelf life is indeed 24 months, but regarding why quick-frozen fruit chunks are still used when fresh mangoes are available, customer service said it could not explain. At present, the expose post has been deleted, and the brand has not yet made a public response regarding issues such as the proportion of quick-frozen mango use and the failure to clearly inform consumers of the type of ingredients. As coffee enthusiasts, understanding the true situation of beverage ingredients is equally important. Front Street Coffee continues to follow industry developments and brings you objective reporting. [more…]

Starbucks China recently announced the launch of its "True Flavor, Zero Sugar" innovation system across stores nationwide, splitting classic flavored syrups into zero-sugar flavor concentrates and separate original syrups, allowing flavor and sweetness to be customized separately, and adding two new flavors, "Berry Berry" and "Pandan." However, with the rollout of the new policy, staff at stores nationwide were required to centrally destroy old syrup inventory after closing on the 7th, with classic flavors such as vanilla, hazelnut, and salted caramel poured down the drain. This sudden "one-size-fits-all" sugar swap not only marks the beginning of Starbucks' flavor customization era, but also leaves many baristas lamenting the end of an era. [more…]

As Children's Day approaches, major chain beverage brands are rolling out limited-edition campaigns and merchandise, and 1 Dian Dian has also brought back its cute, compact mini cups for a limited time. However, the launch of these mini cups has sparked considerable controversy: customers have found that when purchasing, the system automatically shows two cups, with identical flavors, sweetness levels, and toppings, and no ability to adjust them freely or order just one. Consumers who wanted to mix flavors or share with friends were disappointed, and some customers complained that the stores provide regular long straws, making the experience less than ideal. In response to the feedback, 1 Dian Dian employees also expressed helplessness, as the company has not provided ingredient ratios for the mini cups, leaving them to simply split a medium cup of tea evenly into two cups. If they were to customize orders according to customer requests, it would not only affect service efficiency but could also lead to waste. This article will sort through the focal points of controversy surrounding this mini cup campaign and the statements from all sides. [more…]

For coffee shops, the roast level directly affects aroma, strength, and how well the coffee is received once it's served. Whether you're making Americanos and lattes for takeaway, or focusing on pour-over and iced coffee, the beans that suit each style are not the same. When choosing beans for your shop, you can treat the roast level as a clear filtering criterion, then combine it with your equipment, menu structure, and your customers' usual drinking [more…]

Compared to the espresso line, the pour-over line may not have as high a volume of cups in a coffee shop, but its value lies in: showcasing the store's professionalism, attracting coffee enthusiasts, and increasing the average transaction value. A reasonable pour-over line bean configuration should cover different flavor directions, giving customers choices and surprises. The three directions of pour-over line configuration. [more…]

There are more and more coffee shops, and you may find several of them side by side on the same street. When the machines, milk, and prices are all about the same, why should customers remember your shop? The answer often isn't in the equipment, but in the beans. Today let's talk about an approach that's great for standing out: using fruity espresso beans to make a cup that no one else can. [more…]

In the world of specialty coffee, acidity and body are often seen as two distinct flavor directions, and Yirgacheffe and Mandheling are precisely the representatives of these two styles. Front Street Coffee stores year-round display more than thirty kinds of coffee beans from producing regions around the world. Faced with such a rich selection, many customers ask the staff to help them choose beans suited to their own taste. Front Street usually first asks whether the customer prefers acidity or body, and then makes recommendations accordingly. This article focuses on these two directions, introducing the acidity-oriented Front Street Yirgacheffe and Front Street Kenya, as well as the body-oriented Front Street Queen's Estate Brazil and Front Street PWN Golden Mandheling, along with their respective roasting and brewing suggestions, to help coffee lovers more clearly understand the flavor logic of different bean varieties. [more…]

The first product in Naixue's newly launched "Daily 500 Fruit & Veggie Bottle" series, "Slim Little Green Bottle," focuses on the daily 500g fruit and vegetable ratio recommended by the Chinese Nutrition Society, and claims to have no added sugar and to be freshly squeezed to order. After hitting the market, however, quite a few consumers reported that it tasted noticeably sweet, with some even describing it as "syrup-like," and others posted photos showing the drink looking yellowish, questioning whether it was really freshly squeezed. Naixue employees responded on social media that the sweetness comes from fruits such as apples, pears, and sweet oranges that naturally contain sugar, while the yellow-green color is a normal phenomenon after apples oxidize, and stressed that all ingredients are processed the same day and kept refrigerated for a limited time. The controversy also sparked playful online discussion about the kale leaves at the bottom of the cup. [more…]

Last year, Starbucks' new CEO launched the "Back to Starbucks" strategy, and one element of it—hand-drawn doodles on takeaway cups—was first revived in North America starting in March of this year, with domestic stores following suit. More and more customers are receiving paper cups adorned with cute designs or greetings when they pick up their orders, and many say it brings back the familiar feeling from more than a decade ago. However, this added service, intended to enhance the in-store experience, has put considerable pressure on baristas who aren't good at drawing, with some saying outright that it's more of a headache than memorizing recipes. At the same time, some consumers have raised concerns about the hygiene of hand-drawn cups. Behind a cup of doodles, is it a warm return or a sweet burden? [more…]

Recently, a consumer exposed on social media that a drink purchased from a Luckin Coffee store at a school was found with dozens of ants floating in it, sparking widespread attention. The store explained that sugar-loving ants might have crawled through the pipes into the syrup bottle, and since this order happened to be the first cup of the day, the staff failed to notice in time. Although the store has apologized and promised thorough disinfection and replacement of the syrup, and Luckin's customer service also offered five coupons as compensation, the consumer was not satisfied and has called 12315 to file a complaint, awaiting further official handling. The incident not only raised doubts among netizens about Luckin's food safety controls but also triggered heated discussion about compensation standards. [more…]

On a scorching summer day, a refreshing glass of ice-cold lemonade should be the perfect way to beat the heat, but Good-Me's recently launched "Preserved Plum Lemonade" has left many consumers frowning with every sip. This new product, described as a "still version of salted lemon Seven-Up," combines perfume lemons, calamansi, and pickled preserved plums to create a sweet-and-sour, ice-cold selling point, and its appearance is indeed refreshing and enticing. Yet once it hits the palate, the saltiness of the preserved plum immediately takes over the taste buds, and after prolonged steeping, the bitterness of the lemon peel layers on top of that, earning it the nickname among netizens as "the rising star of the dark cuisine world." Even more surprisingly, in some delivery orders the preserved plums are packaged separately, requiring customers to add them themselves, which has caused considerable confusion. Front Street Coffee takes you through the real performance of this controversial new product. [more…]

A coconut milk latte with a note saying "make it a bit lighter," because the staff member filled the receipt with explanatory text in red marker, sparked a customer complaint storm that escalated from social media to the media. The customer felt the store's attitude was disrespectful and demanded a home visit apology; the store explained that it was busy at the time and could not call each customer individually. After the incident trended on social media, netizens' opinions were sharply divided, and beverage industry workers also chimed in. In this dispute caused by a red-text receipt, who really has a point? [more…]

Recently, a photo of a milk tea shop order receipt sparked widespread discussion on social media. In the photo, the receipt clip above the employee's head is stuffed with orders, with words like "SB" and "said sweet" written in black marker, leading the photographer to mistakenly think they were all curse words. Subsequently, netizens and milk tea industry workers offered interpretations, suggesting these abbreviations were more likely markers for order notes or emotional venting by employees. The incident reflects the real situation of food service workers under the pressure of order surges and understaffing, and also triggered discussions about mutual understanding between customers and employees. [more…]

Starbucks has recently implemented a major syrup reform, splitting flavors and syrups into two independent ingredients. This adjustment gives customers who love DIY greater freedom to customize, allowing them to freely increase or decrease flavor concentrates according to personal preference without worrying about excessive sugar. However, when these experimental customized orders reach the stores, employees find themselves struggling with the densely packed label text. Some people collect all the official flavor syrups, while others repeatedly modify the milk base and cream ratios. The label font gets smaller and smaller, and baristas joke that they have to do reading comprehension on the job. What kind of store anecdotes has this battle over taste customization brought about? [more…]

At the turn of autumn and winter, Heytea relaunched its highly anticipated Taro Mud Boba series, made with Lipu taro from Guangxi, attracting many fans to place orders and taste it. However, just days after its return, some customers discovered that the recipe for "Taro Mud Boba Real Milk Tea" had changed without prior notice, with a large amount of sago unexpectedly added to the milk tea, affecting both the taste and the portion size. Store employees revealed that the recipe was urgently adjusted in the early morning, the amount of milk was reduced accordingly, and after-sales issues occurred frequently. This change sparked discussions among consumers about the brand's communication approach and product consistency. [more…]