Influencer "Liu Shen Leilei" posted about his experience at a Starbucks store in Shanghai, where he was asked by staff to give up his seat for a customer with a pet, quickly sparking widespread online discussion.
In response to this matter, Starbucks China stated that it had taken note of customer feedback and immediately investigated and verified the situation at the store.
Starbucks China acknowledged deficiencies in on-site arrangements and service coordination, which resulted in a poor experience for the customer. Accordingly, they have sincerely apologized to the customer and implemented improvements, discontinuing the pet area within this store. Customers with pets must now sit in the pet-friendly area outside the store.
Meanwhile, Starbucks China expressed gratitude for every customer's feedback and suggestions, stating that it will continue to optimize store space management and service processes to strive to provide a more comfortable and friendly environment for all customers.
Previously, according to Liu Shen Leilei's own account, on August 26, he went to the Starbucks Xuhui West Bund Dream Center store, placed an order, and sat down to write. There were several groups of customers with dogs in the store at the time, and the dogs occasionally barked.
More than an hour after he sat down, a staff member approached and informed him that his location was part of the pet zone, asking him to change seats to make room for guests with pets.
Liu Shen Leilei stated that he saw no signs in the store indicating that the area was a "pet zone" or that guests without dogs were prohibited from sitting there. Moreover, customers bringing dogs into the Starbucks store violated the "Shanghai Dog.exe Management Regulations."
Although he eventually gave up his seat, he expressed confusion over the store's actions: "Even if we talk about equal rights for humans and dogs, shouldn't there be a first-come, first-served principle?" "It's fine to 'love pets,' but do you also need to 'love people'?"
After the incident gained traction, staff from the store involved responded to media reports, stating that the store is pet-friendly and has a glass-enclosed area designated as a pet zone, where customers with pets are only allowed to stay.
The store speculated that Liu Shen Leilei had sat in this designated zone, leaving no available seats for customers with pets, which led to staff intervening to coordinate seating and resulting in the dispute. The staff member stated they were not on duty at the time and did not have full knowledge of the on-site details.
When asked whether the glass room had signs indicating it was a pet zone, the staff member did not provide a direct answer but confirmed that the store had already made adjustments, and pets would no longer be allowed inside, only in the outdoor area.