Starbucks has received the most complaints in the past 20 years in China.

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Article source: China's quality ten thousand miles

January 11, 2019 is the 20th anniversary of Starbucks, a coffee company from Seattle, entered the Chinese market. In a push on their Wechat account on Jan. 9, they told the story of the 20th anniversary of the brand's entry into China with "our 20-year-old starts with a fondness for coffee." It seems that the brand is trying to become a youthful teenager, vibrant and dreaming, who has just turned 20.

However, after the development of the Chinese market in the past 20 years, Starbucks is now being complained by more and more consumers about discomfort after bad-smelling coffee drinks, simple and rude service, cancellation of discounts for no reason, raising the threshold for pre-sale and redemption, delay in issuing invoices, and so on.

Discomfort after drinking coffee with a bad smell

On the Chinese quality ten thousand miles consumer complaint platform, there are many complaints about the peculiar smell of Starbucks coffee and the discomfort after drinking.

"on the afternoon of January 6, 2019, I bought two cups of coffee to drink with my friends. As for the New year, I specially chose two New year's specials. As a result, my friend's cup of New year's latte added an espresso, which was still light, and had a strange smell of traditional Chinese medicine. I was very disappointed. Another cup of 'rich matcha latte' basically has no peach flavor, full of matcha flavor, and is very sweet and greasy, without the freshness of matcha or peach at all. In addition, after drinking coffee, we both have a certain degree of stomach upset, dizziness and other uncomfortable symptoms. " Ms. Li, a Shanghai consumer, said.

Chongqing consumer Xixi (a pseudonym) has a similar experience with Ms. Li. "at 3: 00 p.m. on January 15, 2019, I ordered a vanilla latte at Starbucks and had diarrhea several times an hour later. Is it Starbucks' turn to have a roadside stall? I need an explanation. "

The service attitude is simple and rough

Consumer Qianqian (pseudonym) has been drinking Starbucks for 10 years since she first went to Starbucks in college, from domestic cities to foreign countries. "I always think that the service of Starbucks is very good and the environment is very good. I also like the environment of Starbucks, and once I wanted to be a barista. "

But in 2018, Qianqian returned to her hometown. "for the first time since I got home, I used the accompanying cup all the time. After ordering coffee, I handed over the cup. The whole partner did not raise his eyes, pointed to the scanner, only said the word "payment", and then received the full amount. I asked,'is there no discount for the accompanying cup'? The black apron finally took a look at me, white to be exact, then sighed and slowly took a three-dollar coin out of the cash register and threw it at me. No matter how slow I am, I can feel her hostility and disdain, and those three coins are like the ones she gave me. "

"once again, I went to another store, and this time I used a breakfast voucher to raise the cup. The black apron still didn't look up all the way, just saying "Wechat and cash" at the checkout? Then I asked a green apron next to me (an ordinary shop assistant) to make it for me, and the green apron asked how much to add to the black apron in the production process. I ordered a drink with vanilla syrup, but in the end I got a drink without syrup. "

Again and again, a little bit consumed Qianqian's love for Starbucks. What happened to Qianqian was not an accidental phenomenon. On the afternoon of May 25, 2018, Kaka (a pseudonym) bought a star-sharing card and a super-large mocha cocoa fragment star Frappuccino at a shopping mall in Beijing. "when ordering, a black apron asked me, and I said,'No cream, more mocha sauce and cocoa chips'. Then, the green apron in charge of the production asked the black apron to mark the cup for her. As a result, the black apron directly said, 'how to take advantage of more, he just wants to take advantage of more'. "

"I was stunned when I was told. I always drink Frappuccino is this requirement, no one in any store in Beijing has ever said that about me, let alone as a black apron in the service industry, so customers, I am really very angry. " Kaka said. "it doesn't matter if he talks about me behind my back. Is it really good to talk about customers so blatantly?

Discount activities are cancelled for no reason.

On December 17, 2018, Mr. Cha, a consumer from Wuhu, Anhui Province, participated in a free Christmas hot drink for newly registered users at the Starbucks mobile phone client. However, after Mr. Cha participated in the event and was qualified to experience the event, when he came to the store to spend money, he was told that Starbucks unilaterally cancelled the event without compensation.

And this is not the occasional "capriciousness" of Starbucks. In 2018, Starbucks announced a partnership with MyDebit to buy one get one free when buying Starbucks using MyDebit payWave, with a discount from July 1 to September 30. However, due to the good response from customers, the offer was launched only a few days ago, and Starbucks terminated the promotion early.

In response, consumers said that Starbucks did not issue any notice when it terminated the offer, which led to many people being "cheated" when spending at Starbucks.

There are many restrictions on the use of coupon cards.

Moon cake coupons, zongzi coupons, star cards. During the holidays, Starbucks launched a variety of commodity exchange coupons and recharge prepaid cards, will attract a large number of consumers to buy.

In China's quality Wanlihang consumer complaint platform, there are many consumer complaints that have purchased Starbucks pre-sold exchange coupons but are unable to exchange goods, and the amount in the star gift card has been stolen for no reason.

The complaint from Ms. Pan, a consumer in Nanjing, Jiangsu Province, said: the mooncake coupon was lost, but Wechat had already completed the reservation and agreed on the time and store to pick up the goods. Mobile phone SMS phone number identity information, each information can prove that although the moon cake coupon is lost, and the moon cake is indeed purchased for me, Starbucks reservation system can also query my reservation information. In spite of this, Starbucks refused to exchange moon cakes on the grounds that the moon cake coupons were lost. The method of handling is simple and rough! Obviously through communication can solve the problem, but do not solve, mooncake coupons are really bought by customers, although inadvertently lost, but will not lose all money! What is Starbucks' mooncake pre-sale behavior that is not deceiving customers?

Coincidentally, on June 15, 2018, Mr. Zhang, a Shanghai consumer, bought a coupon to buy Starbucks zongzi, then registered his real name, ID number, mobile phone number and other information, and successfully booked the exchange of goods. However, when they went to the store to pick up the goods on the day of picking up the goods, the staff reminded that coupons were needed to exchange the goods. After Mr. Zhang communicated with the customer service, the staff made a copy of Mr. Zhang's ID card and left it at the bottom. "my ID card, mobile phone number and reservation information are consistent, which is enough to prove that I am me, and the merchant has no right to ask to keep a copy of my ID card, which is an invasion of my privacy." Mr. Zhang said angrily.

An an (not his real name) is a loyal fan of Starbucks, and Starbucks' gift card (a top-up prepaid card) is a product he often buys. However, at the beginning of 2019, when an an was in Nanjing, his own star card was swiped twice in Kunming, each with 490 strokes and 27 stars. After an an found that the card had been stolen, she immediately contacted the customer service and asked to freeze the card. "but Starbucks replied to me that only three medium cup coffee coupons were made up." I would like to ask, who can accept the result of this treatment? "

The invoice has been delayed.

On July 19, 2018, Mr. he, a consumer in Chongqing, bought Starbucks drinks totaling 395 yuan and then asked for an invoice. But after Mr. he applied, Starbucks' online system kept showing abnormalities. "after that, I contacted 4008206998 customer service and asked me to send an email."

On July 26, Mr. he sent an email to the relevant mailbox according to the prompts of the customer service, but was told by the customer service that he had not received it.

On July 28, after Mr. he sent the email again, he confirmed with the customer service staff that he had received the email.

On the morning of July 31, Mr. he called the customer service again to confirm the progress of the invoice, and the customer service replied that he would call in the afternoon. However, by about 17:00 in the afternoon, Mr. he contacted customer service by phone, but was again told that he had not received the e-mail. "the invoice has not been issued so far, and the customer service is still unable to give a specific time when it can be issued." Mr. he said helplessly.

Coincidentally, more than 20 small bills consumed by Kangkang (a pseudonym) at Starbucks have not been invoiced so far. "my Starbucks tickets are scanned by Wechat or Alipay to show that the information has not yet been uploaded, including every store I consume in Shenzhen, Shanghai, Jiangsu and Fujian, with a total of more than 20 tickets. Call to ask the customer service, the customer service told me that their system is fine. If there's nothing wrong with the system, how come it just so happens that none of my 20 cross-provincial consumption can be opened? It is obvious that invoicing is so complicated, can they really evade taxes without invoicing? "

For the issue of concentrated consumer complaints, on February 19, 2019, the reporter called Starbucks customer service. However, as of press time, Starbucks did not give any response.

The article has been authorized and reproduced from: quality in China