"What Did I Do Wrong Just for Ordering Again After 38 Seconds?"... Controversy Over Demeaning Treatment at Starbucks

Employee: "From next time, please place your order all at once"
Debate over service standards spreading online
Starbucks: "We apologize for causing discomfort"

A recent claim by a customer that they placed an additional drink order 38 seconds after their first order at a Starbucks store and were met with a disparaging remark from an employee has sparked controversy. As the story quickly spread through social media, it has escalated into a broader debate over the service quality of Starbucks, the No. 1 franchise cafe brand in Korea.

Interior of a Starbucks store in Seoul. The photo is provided for illustrative purposes and is unrelated to the article. Photo by Kang Jinhyeong

The controversy began when customer A shared their experience on social media. According to the post, A ordered a cup of coffee at a Starbucks store in Korea on the night of the 16th and then, about 38 seconds later, ordered one more drink. A explained that they suddenly felt like having another drink and therefore made an additional payment.

A said, "But then the partner taking my order told me, 'From next time, please order everything at once'." When A responded, "Pardon? Isn't this a single order?", the employee replied, "You scanned the QR code, didn't you?" This has been interpreted to mean that because the payment was processed in two separate transactions, it was not considered a single order.

Wondering, "Did I do something wrong?", A went back to the employee and asked, "Did you really say that to me earlier?" A had expected an apology or an explanation, but said the response was instead cold. The employee reportedly replied with a curt "Yes" five times, and then added, "Did you come here just to check that?", which A felt was a put-down. A said, "I understand it might be cumbersome and annoying. But the tone was really not okay," adding, "This is the first time I've experienced something like this."

Receipt photo posted by A. A placed the first order on the 16th at 9:32:47 PM. They placed the second order 38 seconds later, at 9:33:25 PM. SNS screenshot

Spread on social media... Escalates into a debate over service

The post drew more than 1,500 comments and turned into a venue for criticism of Starbucks' service. Users shared their experiences, saying things like, "They said I could earn stars if I ordered the promotional drink, so I asked the staff what that drink was. Then the employee said to the coworker next to them, 'How many times do I have to explain this?'" "I saw an employee scolding an elderly customer who didn't really understand how to order and pick up," and "I ordered a latte and after one sip it seemed too weak, so I went over with my cup and politely asked if they could add an extra shot. The employee, sounding annoyed, told me, 'From next time, please order everything at once,' and I was stunned." However, there were also some rebuttal comments such as, "There are many kind employees at Starbucks; it seems like only a few are like that," and "I use Starbucks often and they are always friendly."

Starbucks: "No intention to cause customer discomfort... We will strengthen training"

Regarding the controversy, Starbucks stated, "We apologize that our attempt to provide guidance for more convenient use of the store while processing two separate payments, one with a coupon and one with regular payment, caused discomfort to the customer," adding, "Going forward, we will work harder on communication with customers and do our utmost to improve our service training."

This content was produced with the assistance of AI translation services.