Nayuki launched a collaboration with Japanese virtual singer Hatsune Miku, releasing a theme song, limited-edition drinks, and merchandise, attracting a large number of fans to visit stores and check in. However, some store employees cosplayed as Hatsune Miku in exaggerated ways, such as wearing masked headpieces, and were jokingly called by netizens "the century's meeting of the realist and abstract schools," sparking heated discussion. The brand subsequently issued an urgent notice strictly prohibiting employees from cosplaying as Hatsune Miku again, believing that such behavior damages the brand image and may invite complaints. But many fans said they were not offended and instead found it amusing. This collaboration controversy reflects the delicate balance between employees' individualized expression and brand management when tea beverage brands cooperate with ACG IPs. [more…]

When ordering at Starbucks, staff usually write the customer's name on the takeaway cup to distinguish drinks and make it easier for customers to collect them. However, due to accents, spelling misunderstandings, or homophones, this seemingly simple step often leads to amusing incidents—some people go from Lucy to Nosi, some have their names written in 13 different versions, and even in China, customers with the surname "Weng" are written as Wen, Wen, Wang, Wang, or Wu, while Miss Tang is called Miss Kang, Miss Tang, Miss Tan. Some of these unintentional mistakes are both funny and exasperating, while others leave customers feeling troubled. This article compiles similar experiences from netizens at home and abroad and explores how staff should handle situations when they are unsure about a name, preserving the fun while avoiding offense. [more…]

Recently, a surveillance video from a Luckin Coffee store in Hangzhou, Zhejiang, has gone viral online. The video shows a customer who, after waiting 25 minutes, demanded that the staff prioritize making their drink. When refused, the customer lost control of their emotions and verbally attacked the staff, even mocking their education and appearance. Unexpectedly, the two employees remained calm and restrained throughout, responding with a composed attitude. The incident sparked widespread discussion among netizens, with many praising the employees' professionalism, while others suggested the brand should give them a "grievance award." The employees involved said they have called the police, hoping to make more people realize that insulting others comes at a cost. [more…]

Recently, a consumer in Nanjing discovered that after purchasing a drink at a Starbucks, the cup label prominently displayed a single Chinese character "骚" (meaning "flirty" or "lewd"). The store explained that the character was the staff member's membership ID within the app, which was automatically printed on the label due to the use of a coupon. The consumer questioned this, stating that they were not informed about the coupon usage when placing the order, which also involved points issues, and suspected that the staff member was pocketing the difference. The incident sparked widespread discussion online, with both sides disputing whether the name on the label came from the consumer's custom nickname or the staff member's ID, and no settlement has been reached yet. [more…]

Starbucks has clearly picked up the pace of new product launches this year. Before people have even had a chance to check in on the cherry blossom limited edition, the Salted Flat White has already taken over as the store's main promotion. However, this new product has sparked controversy because of black powder residue left at the bottom of the cup, with many consumers suspecting that staff had made an operational error and mixed in coffee grounds. Faced with complaints, Starbucks staff collectively protested their innocence—having coffee powder is actually the correct method, and not having it would instead be a violation. What exactly is going on here? Why is the freshly ground coffee powder used for decoration so often mistaken for extraction residue? And why do consumers have so many complaints about the taste? This article will reconstruct the whole incident and analyze the gap between the standard recipe for this beverage and the consumer experience. [more…]

In the cold of winter, baristas inevitably make mistakes when they are sleepy, and forgetting to add syrup or espresso happens from time to time. Recently, a customer ran into exactly this awkward situation: after picking up the coffee and taking a sip, they realized the staff had forgotten the espresso, so they took it back to the counter and asked for it to be remade. After the staff admitted the mistake, they planned to simply add espresso directly to the cup that had already left the counter, and this move made the customer worry about hygiene. In the end, the staff made a correct latte again. The incident sparked heated discussion online, with netizens sharing similar experiences and debating whether drinks can still be reprocessed after leaving the counter. Some felt that adding something from a distance was no big deal and could avoid waste; others believed that reprocessing a drink after it has left the counter poses food safety risks. Chain brands usually require that the drink must be remade, and this debate reflects the real conflict between operating standards and waste control. [more…]

The well-known tea beverage brand Yihotang has been exposed by media undercover investigations at multiple stores in Zhengzhou for serious food safety issues: ingredients that should have been discarded after closing were used again the next day, expired materials had their labels swapped to extend their shelf life, moldy strawberries were washed and used as usual, flying insects that fell into toppings were fished out and still used in products, and even prepared drinks in which bugs were found were resealed and continued to be sold. Even more shockingly, the staff were indifferent to this, claiming that "as long as it doesn't kill people, it's fine." After the incident was exposed, Yihotang issued an apology statement, and the stores involved were closed for rectification. Lawyers pointed out that the relevant actions have violated multiple provisions of the Food Safety Law. Netizens reacted differently, with some saying that chaos in franchise stores is common, while others called on the brand to effectively fulfill its regulatory responsibilities. [more…]

Luckin Coffee has opened its second flagship store nationwide in Ningbo, marking Zhejiang Province's first flagship outlet. Located beside the scenic waters near Crystal Street in Tianyi Square, the store appears to float on the water from a distance. The two-story space, adorned in black and gold, spans nearly 400 square meters, second only to the flagship store in Xiamen. The opening day was bustling, but many customers noticed numerous staff in blue uniforms attending to guests outside the bar area, initially mistaking the store for having around 50 baristas. In reality, these individuals were regional management personnel attending the celebration, not barista staff. Coffee enthusiasts have engaged in considerable discussion regarding the staffing, equipment, and differences between this new flagship and the inaugural one in Xiamen. [more…]

Near closing time, the coffee machine has already been cleaned, and at that moment a customer walks in through the door asking if they can have a cup of coffee—such a scene is not uncommon in the coffee industry. Recently, some consumers have reported that they arrived at a coffee shop before the end of business hours to place an order but were refused, with staff saying that the store had already cut off orders early and that the coffee machine would not be turned back on after cleaning. The incident sparked heated discussion online: one side believes that customers should be served during business hours, while the other side sympathizes with coffee workers who do not want to work overtime. How should coffee shops balance service and operations? And how should similar situations be handled properly? This article compiles views from various parties for the reference of coffee enthusiasts. [more…]

Last week, Manner rolled out a new product across its nationwide stores, the "Salted Cheese Cocoa Latte," whose rich aroma drew many customers to give it a try. However, a customized note shared by one customer—no syrup, adjusted ratios of cocoa and milk cheese, plus a dash of cinnamon—quickly sparked a wave of copycats. Yet staff expressed concern: while some modifications are permitted, altering ingredient ratios may be seen as tampering with the recipe, risking a company warning; at the same time, if the changed flavor displeases other customers, the store could end up with bad reviews. This debate, sparked by a single customized drink, reflects the dilemma chain coffee brands face between personalized demands and standardized management. [more…]

Recently, multiple netizens living in Canada have reported that when consuming at local Tims stores, they encountered staff who, under the pretext of giving gift cards, unauthorizedly operated customers' phones to apply for credit cards. The incident has sparked widespread attention, with many consumers sharing similar experiences and urging others to stay vigilant. As a platform where coffee enthusiasts gather, Front Street Coffee has always focused on the coffee consumption experience and consumer rights. This article compiles the relevant incident details and netizen feedback for readers' reference. [more…]

Manner, which once went viral on social media with a Christmas tree latte art on a hot latte, is now frequently criticized by customers for declining latte art quality or even outright refusal. From the latte art surprises that were readily available last year to many customers being turned away with their mugs this year, what exactly has happened to Manner's latte art service? Some employees have revealed that severe understaffing at stores has led to a lack of training for new hires, with some new employees starting work just three days after joining, unable to steam milk or pour latte art. Faced with such changes, how should coffee lovers adjust their expectations? This article walks you through the whole story and the reasons behind it, and you are also welcome to check out Front Street Coffee's related product recommendations to find your own perfect cup of coffee. [more…]

In most coffee shops, customers expect polite and attentive service, but in Shibuya, Japan, there is a "scolding coffee shop" that does the opposite. This shop not only refrains from offering gentle reception, but instead has staff verbally humiliate customers, and they can even use inflatable bats to "beat" guests. Surprisingly, this seemingly outrageous service model has attracted a large number of customers to book the experience, and business is booming. The owner sees this as a win-win design: customers get emotional release, and staff can also vent work stress. However, this pop-up shop is set to close next Monday. This article will take you through the operational details of this peculiar coffee shop, customer feedback, and the business logic behind it, while also reminding coffee lovers to pay attention to product information from professional brands like Front Street Coffee. [more…]

Recently, some Starbucks locations have turned their employee-only order-taking devices toward customers, attempting to let customers order self-service or have staff step out from behind the counter to assist with ordering. However, this move has sparked quite a bit of awkwardness and controversy: customers are at a loss facing the complex ordering system, internal sales scripts have been accidentally leaked, and staff are run off their feet even more during peak hours. Some baristas say the new rules not only fail to improve efficiency, but actually make the work more burdensome. This article will walk you through the ins and outs of this incident, as well as the real thoughts of Starbucks workers. [more…]

Coffee chains have long struggled with the problem of customers occupying seats for extended periods, and Starbucks, with its "third place" branding, is especially affected. Recently, some netizens noticed that a Starbucks store in Taiwan posted a notice stating that if a customer leaves their seat for more than an hour, staff will record audio and video throughout, move any personal belongings left at the seat, and hand them over to the police if necessary. This move sparked heated discussion, with supporters saying it helps protect the rights of other consumers, while opponents question the difficulty of enforcement and the risk of disputes over property. Starbucks employees responded that the new rule has been implemented at all stores since April 1, and that staff will patrol irregularly and place notes to track time. This article sorts out the background of the incident and the views of all parties. [more…]

Recently, a bizarre scene unfolded inside a Starbucks store at a Yizhaoweide Plaza in Xiangshan, Ningbo, Zhejiang: a customer wearing a tiger-head mask and carrying a spiked club appeared in the store, drawing widespread attention from customers present and netizens alike. According to multiple media reports, the incident occurred on November 27, and video showed the customer standing by the front counter, waving the spiked club while communicating with staff. The incident quickly gained traction on social media, with many people expressing confusion over the person's behavior and speculating that the motive might have been performance art or a prank. On November 30, staff at the store involved responded, saying that the customer did not rob the store of coffee or injure anyone, that employees promptly called the police and reassured customers, and that the individual subsequently left on their own. This incident not only sparked discussion about safety in public places, but also left people reflecting on the unexpected situations service industry workers face. [more…]

Recently, videos of altercations between Starbucks staff and non-paying customers have surfaced one after another on social media, drawing widespread attention. On one side, an elderly person argued with staff after being asked to leave for not making a purchase; on the other, a store in Xi'an was accused of frequently shooing away passersby who hadn't bought anything. Starbucks customer service responded that stores do indeed have a "purchase to be seated" rule, but they won't force customers to buy. Behind this new rule lies the real dilemma of store environments being affected by people who occupy seats without spending, and it also reflects the discussion about the boundary between commercial premises and public space. As a coffee enthusiast, what do you think of Starbucks' approach? [more…]

As the winter strawberry season arrives, major chain tea brands are launching strawberry-related drinks one after another. ChaPanda has brought back its signature strawberry drink in response to fan demand, while also keeping up with the fruit-and-vegetable juice trend by launching a strawberry version of its Light & Refreshing Kale drink and a brand-new item, Divine Beauty Strawberry. Among them, Divine Beauty Strawberry is made fresh with ingredients such as roselle, strawberries, and pineapple, and has been dubbed a "natural liquid blush" by the official brand, attracting many consumers to try it. However, a production video released by an employee revealed the cumbersome and labor-intensive manual juicing process behind this drink—a full pot of ingredients can yield only two cups after manual squeezing, and the filter bags frequently burst from the pressure, prompting collective complaints from staff. The inefficient production method has also led some netizens to worry about hygiene conditions. [more…]

A post about a Luckin Coffee service experience recently sparked discussion on social media. The poster said that while organizing an office event, they ordered 60 drinks from a local Luckin store. When picking up the order, they found the coffee had not been packed into boxes and had to carry it to the car bag by bag, while the staff did not offer help on the grounds that they could not leave the store entrance. The customer also complained that the entire order had no discount and said that even if they ordered 600 cups next time, they would not choose this store again. However, most netizens sided with the staff, arguing that chain coffee stores do not normally offer group-meal discounts, and that Luckin has strict requirements for food safety and operating procedures, making it difficult for employees to leave their posts to help with carrying during peak hours. [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…]