MANILA – Starbucks Philippines has admitted that they have taken action and are investigating an incident that occurred in one of their Makati branches.
Responding to the flood of comments from netizens, Starbucks posted a statement confirming that they are investigating the video showing one of their managers yelling at a customer. They wrote, “We know of the incident at one of our stores on August 8 and have already contacted the customers involved. Ensuring that everyone feels safe, secure, and welcome in our stores is our top priority, and we will take all necessary measures to achieve this.”
“This matter is being taken very seriously and is currently under investigation. We sincerely apologize for this experience and will follow up closely with those involved to provide our support,” the statement added.
In a TikTok post earlier this week, Gino Mariano, a netizen with the username @innockc11, detailed his horrible experience at Starbucks Kalayaan. According to his side of the story, he was waiting in line to purchase a drink when a beggar approached him, asking for money. When he declined, the beggar started shouting, “Hindi naman kita inaano ah!”
The incident started scaring them, so the woman behind him called the manager, who was also the barista. This prompted the beggar to be more aggressive and push the woman. According to Mariano, the beggar continued to harass them, following them. Trying to evade the beggar, he and the woman walked towards the cashier area, asking the manager for assistance.
Mariano claimed that, much to their dismay, the manager even moved aside, making it possible for the beggar to approach them, and even locked himself in the office.
The netizen explained, “Hanggang sinundan kami at sasaktan, kaya umabot kami sa loob ng cashier. Nag-beg kami sa manager for help; lalo ako nag seek talaga ako nanghelp. Tapos yung barista (manager), he didn't do anything AT ALL. Bagkus gumilid pa siya para makadaan yung namamalimos para ma attack kami, then ran to his office and closed the door.”
The incident continued after the beggar left. In the viral video, Mariano approached the manager about the incident, and to his dismay, he was asked to leave. “He was attacking us, and you’re asking us to step outside,” Mariano can be heard asking the manager in disbelief.
The manager confronted the customers and could be heard yelling, “You want us to protect you!”
“I just want you to leave the store! Madadamay kami,” the manager continued. Mariano can be heard answering, “Habang inaatake kami sa loob ng store niyo?”
Mariano explained that since they are inside the premises, the staff has the authority to stop those entering the place.
The video has gone viral, with netizens taking their sides on the incident. There are those who defend the manager, saying that the customer was being “entitled.” There are also those who say that establishments must help ensure the safety of their customers while inside their premises. As of posting, the video has reached 3.4 million views on TikTok.
@innok.c11 📍STARBUCKS KALAYAN bg story is im in line waiting para maka order then may pumasok sa starbucks asking for cash and i said “sorry i dont have” kasi cashless talaga and then biglang sumigaw ng “hindi naman kita inaano ah!” then nagulat yung isang customer na girl sa likod ko kasi ganon naging reaction nung guy na namamalimos that’s why she called the barista(which is manager pala) she said “kuya” and then pointed it to the namamalimos and then sumigaw uli ng “di naman kita inaano ah bakit moko sinusumbong” then push the girl that is where i took the girl and nag lakad kami palayo then nag start na magalit ung namamalimos. kami, lumayo na ng super hanggang sinundan kami at sasaktan kaya umabot kami sa loob ng cashier nag beg kami sa manager for help lalo ako nag seek talaga ako ng help tapos yung barista(manager) he didnt do anything AT ALL bagkus gumilid pa sya para makadaan yung namamalimos para ma attack kami then ran to his office closed the door tas dumating si rafa(barista) and stop the guy from attacking us then nag video nako mapapanood nyo how the manager handled the situation im literally crying rn habang nag ttype kasi super na trauma ako sa ng yari my friends knows di akk nakikipag away kasi takot ako sa lalakeng nasigaw pero di ako umiyak sabi ko pag umakyat nalang ako ng unit atsaka iiyak kasi ayoko mag show na mahina ako kahit sobrang nanginginig nako nag call na din district manager ng starbucks kalayaan and ms elis mentioned na kaya nirerrmove ng manager yung apron nya is para di mag hold accountable yung starbucks sa mga actions nya when in fact he removed his apron para ma intimidate ako ar matakot at aktong sasaktan ako. #fypシ #fyppppppppppppppppppppppp #starbucks ♬ original sound - innok
The manager should have protected the customers, gago yang manager ng starbucks
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