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…]

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…]

A super value 5-time card launched on Luckin Coffee's Tmall flagship store quickly triggered a buying frenzy because it was priced as low as 13.77 yuan for any 5 cups chosen from 15 classic drinks. However, in the early hours of the next day, many consumers had their orders forcibly refunded by the platform on the grounds of "no longer wanted" without any refund operation on their part, and some, although shown as shipped, did not receive the electronic vouchers. Luckin later explained that a system configuration error had triggered automatic refunds and offered a 32-yuan drink voucher as compensation. But some consumers were not convinced, believing that the brand's unilateral cancellation of the contract amounted to a breach of contract or even fraud, and have filed lawsuits in court demanding reasonable compensation. The incident exposed the performance risks in the sale of electronic discount vouchers and the issue of consumer rights protection. [more…]

A female customer nicknamed "Allergy Sister" by netizens has been requesting refunds at multiple independent coffee shops in Wuhan, claiming that lactose intolerance triggered an allergic reaction. At first, shop owners agreed out of apology and concern, until some in the trade discovered that the medical certificates were questionable and the accounts were strikingly similar, realizing that this might be a patterned refund claim. So far, more than twenty shops have come forward to confirm refunds, and the number of victims may still be growing. The person involved has deleted her account and cannot be reached, and some shop owners are gathering evidence and considering legal action to defend their rights. [more…]

As a prepaid card product launched by Starbucks, the Star Gift Card has long suffered from issues such as limited recharge amounts, excessively high card refund fees, and the inability to clear remaining balances. Four university students discovered during their consumption that when the remaining balance on a Star Gift Card was only 19 yuan, they could neither purchase any Starbucks product nor get a refund to clear the balance. After investigation, they found that the prepaid cards of several tea beverage brands did not have such restrictions. Therefore, in June 2023, they filed a lawsuit against Starbucks, ultimately prompting Starbucks to update the Star Gift Card terms, lower the card refund fee, eliminate the minimum charge, allow custom recharge amounts, and cancel the extension management fee. [more…]

Ordering through mini-programs is quick and convenient, and you can even get coupons, but once you place a wrong order and want a refund, you may run into obstacle after obstacle. Recently, a blogger mistakenly ordered 17 cups of coffee through the Luckin mini-program. Within one minute, they tried to cancel, only to find that the mini-program did not display the store’s phone number, while the headquarters customer service kept passing them back and forth through an intelligent robot. In the end, they had no choice but to bear the loss themselves. This incident struck a chord with many netizens, and quite a few shared similar experiences. Consumers are calling for store contact information to be made public or for the self-service refund function to be improved, while Luckin staff also said that stores cannot directly process refunds and that the procedure is cumbersome, expressing hope that the system can be optimized. When convenience and after-sales service become disconnected, how should brands balance efficiency and consumer rights? [more…]

A Luckin Coffee drink from the Meteorite series ended up with a customer unable to suck up the meteorite toppings at the bottom of the cup because the barista had packed a thin straw. After contacting customer service, the customer actually received a full refund for the order. This handling quickly sparked discussion online: some felt the merchant's service was excellent, while others worried that such a "simple and粗暴" refund approach could set a bad example. Is it thoughtful service or excessive compensation? This small matter of giving the wrong straw reflects the different strategies and potential risks that chain coffee brands face in handling customer complaints. [more…]

Remember ofo? That once ubiquitous bike-sharing brand is still nowhere near refunding deposits, yet its founder Dai Wei has reportedly started a new venture in the US—this time in the coffee sector. It's said that Dai Wei founded About Time Coffee in New York, specializing in iced pearl coffee, where new users can get a free cup upon registration, mirroring the marketing tactics of ofo back in the day. As soon as the news broke, netizens clamored for their money back. Front Street Coffee takes you through the whole story. [more…]

A couple who explicitly chose not to leave a tip at Starbucks were charged an exorbitant $4,444.44 (about 30,264 yuan) because they didn't check the bill, maxing out their credit card and forcing them to cancel a trip to visit family in Thailand. The store initially refused a refund, then agreed to send a check that couldn't be cashed; after police intervened, Starbucks quickly reissued the check and refunded the full amount. The incident has raised concerns about point-of-sale system glitches and how businesses handle such matters. This article walks you through what happened and the findings of the investigation. [more…]

Starbucks Japan recently issued an announcement admitting that from September 2014 to January 2024, 164 types of coffee beans across its nationwide stores were sold above their listed prices due to a defect in the cash register system settings. Over the ten-year period, a total of 5,896 bags of affected products were sold, with overcharges amounting to 124,033 yen. The company has corrected the system and issued an apology, while offering three refund options: stored-value card members will automatically receive the difference back, while other customers need to bring a receipt or provide purchase information to handle it at the counter. Netizens generally believe the time span is too long and the amounts too small, and suggest apologizing with more practical compensation such as drink vouchers. [more…]

A Starbucks customer was shocked and concerned about food safety after discovering multiple yellow raised bumps, suspected to be pustules, on the surface of the beef slices in a sandwich she ordered through a third-party platform. She immediately contacted the store to demand an explanation and a refund, and filed a complaint with 12345. Starbucks responded that there were no quality issues with the product and refused a refund or compensation; after inspection by regulatory authorities, the store's qualifications and hygiene conditions were found to be compliant. Ultimately, because the order came from a third-party platform, the platform refunded the order amount. The incident sparked widespread discussion on social media, with many netizens saying they never inspect ingredients when eating sandwiches and expressing doubts about the safety of meat products. So, is it actually normal for yellow granules to appear on the surface of cooked beef? Currently, opinions online vary, and there is no definitive conclusion. [more…]

The Manner Coffee collaboration ceramic cup with WEDGWOOD, a British Royal Warrant brand, officially launched on March 4th, limited to 50,000 units, and quickly ignited social networks. However, on the first day of the event, the Manner mini-program crashed due to excessive traffic, and some consumers who successfully placed orders encountered automatic system refunds and had their orders canceled; others, when purchasing the drip bag cup set, discovered that the complimentary gift had a production date of last November, suspected to be inventory clearance. At the same time, there were also lucky ones who successfully got their desired collaboration items. This collaboration event can be described as full of twists and turns, showcasing the brand's appeal while also exposing shortcomings in its service. As coffee lovers, while paying attention to the hype, we might also take note of the stable quality experience offered by brands like Front Street Coffee. [more…]

Recently, a franchise store of the South Korean coffee chain The Venti was exposed for a serious food hygiene issue: after filing calluses on their feet inside the store, the manager did not change gloves or wash hands and directly made drinks for customers. After witnessing the entire process, the consumer took photos as evidence and called the head office to demand a refund, but was refused. The incident quickly spread online, sparking widespread attention and heated discussion. The Venti subsequently issued a formal apology on its official website and promised to strengthen hygiene training. This "foot callus coffee" incident not only made consumers feel uncomfortable, but also triggered deep public reflection on hygiene management in the food and beverage industry. [more…]

520 was a great opportunity for merchants to promote sales through livestreams, yet Good Tea's Douyin livestream room sparked widespread consumer dissatisfaction after orders were automatically refunded by the system following a rush to grab coupons, and the topic quickly trended on Weibo. Although the company issued an apology and promised compensation, many netizens still said they were not buying it. The next day's livestream had to be postponed, and the system recovered slowly. Notably, this was already Good Tea's third brand trust crisis in 2022, after earlier exposures and penalties over food safety and tax evasion. Consumers are still waiting for a satisfactory answer on how the incident will develop further. [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…]

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…]

Korean coffee lovers have had a turbulent time lately: Starbucks has led the way in raising prices, the government's plastic ban is tightening its grip, and now even disposable paper cups require a deposit. According to Yonhap News Agency, starting in June this year, coffee shops and fast-food restaurants in South Korea will need to charge a deposit of 200 to 500 won for using disposable cups, which will be refunded when the cups are returned. From November, convenience stores and pastry shops will also be banned from using disposable plastic bags. Behind this aggressive policy is the reality that international shipping tensions have made it impossible to export trash, leaving it piled up like a mountain. Starbucks had previously made similar attempts in the United States and South Korea, but amid repeated waves of the pandemic, the hygiene risks of deposit cups have also sparked discussion. If it were you, would you pay a deposit for a disposable cup? [more…]

Dai Wei, founder of ofo, saw his second entrepreneurial venture, About Time Coffee, reported to be on the verge of shutdown, with only one store left struggling to stay afloat in New York. This coffee chain brand, which once entered the US market with high cost-effectiveness and innovative products, expanded from five stores to four permanently closed in less than two years. Dai Wei tried to replicate Luckin Coffee's "burn money" playbook overseas but encountered difficulties adapting to local conditions. Meanwhile, more than 16 million users in China are still queuing to get their ofo deposits refunded, involving an amount as high as 1.5 billion yuan. The failure of this cross-industry entrepreneur once again brings public attention back to that unsettled debt and raises the question: is coffee entrepreneurship a trend or a trap? Front Street Coffee takes you through an in-depth analysis of the rise and fall of this cross-border venture. [more…]

A customer purchased a Starbucks Frappuccino coupon on Meituan, successfully placed an order and received a pickup code, but upon walking to the store to collect the drink, discovered that the store had already closed down. The store's phone was disconnected, and Starbucks customer service and Meituan customer service passed the buck to each other over refund responsibility, leaving the consumer in a predicament. An investigation revealed that the store is located at Suning Plaza on Jiefang Road in Xi'an, where the mall is undergoing comprehensive renovation, and the store has actually ceased operations—yet the official app still showed it as open, and orders could even be placed through "Feikuai." Ultimately, after the customer's feedback, Starbucks shut down the ordering channel, Meituan refunded the order amount and stopped delivery services. The incident also sparked discussions among netizens about wrong-store pickup services and the 12315 complaint channel. [more…]

Recently, a consumer posted on social media reporting that when ordering lunch through a third-party delivery platform at a Starbucks store, they received a box of yellow peach-flavored Greek-style yogurt with a grain mix that was three days past its expiration date. During consumption, the customer noticed that the date code on the packaging showed an expiration date of March 4, while the day of receipt was already March 7. The incident quickly drew netizens' attention, with many suggesting keeping evidence and filing complaints through official channels to defend their rights. However, after the customer contacted Starbucks customer service, the reply was that because the order was placed through a third-party platform, only the platform could handle the refund. This response left onlooking netizens dissatisfied, as they felt the brand showed little concern for the store's mistake. As of press time, the individual has filed a complaint on the 12315 platform, but the outcome has not yet been announced. [more…]