A café server in China has captured nationwide attention after a controversial incident where she threw wet coffee granules at a customer who threatened to complain. The episode, which occurred on June 17 at a Shanghai branch of the MANNER coffee shop chain, was caught on surveillance camera and quickly went viral on social media platforms like Weibo.
The incident has ignited widespread discussions about the treatment of workers in China’s service industry. Hashtags related to the incident amassed hundreds of millions of views, reflecting deep-seated concerns over workplace rights and employee welfare.
The server, visibly upset, responded aggressively to the customer’s demands, shouting, “go complain” while throwing coffee granules at the customer. The release of the video prompted severe backlash, primarily directed at the coffee shop company, which later announced the termination of the employee involved.
This incident was not an isolated case within the MANNER chain. Reports emerged of similar conflicts at other Shanghai branches, including an altercation where a male staff member allegedly slapped a customer who attempted to film him.
Criticism has been directed towards MANNER for its alleged high-pressure work environment and inadequate employee benefits, despite its rapid expansion across China. Founded in Shanghai in 2015, MANNER had grown to operate 1,295 stores nationwide by mid-2024, attracting investment from prominent firms like ByteDance.
Former employees have spoken out about demanding work conditions, citing expectations to produce 500 cups of coffee during an eight-hour shift and reduced benefits amidst the brand’s financial success. Reports also highlighted operational practices such as using timers during restroom breaks and staffing cuts in stores with lower daily sales.
While MANNER has apologized publicly and vowed to improve employee training and customer service, the incidents have stirred a broader conversation about labor rights and corporate responsibility in China. Critics argue that while the brand’s owners feature on wealthy lists, frontline staff endure harsh working conditions.
As MANNER continues its ambitious expansion plans, intending to open 2,000 stores by year-end, the ongoing debate underscores the complex dynamics between workers, customers, and corporate interests in China’s competitive service sector.