A video circulating on social media has generated backlash after a customer accused a coffee shop manager of failing to address a disturbing encounter with a beggar at a big coffee shop chain.
In the footage, a heated exchange between the customer and the manager is captured. The incident reportedly unfolded when a beggar entered the coffee shop, demanding money and behaving erratically. According to the video’s caption, the customer was waiting in line when the beggar approached them for money. After the customer explained they didn’t have any cash, the beggar allegedly reacted aggressively, shouting, “Hindi naman kita inaano ah!” [“I’m not doing anything to you!”].
The video’s uploader describes how another customer noticed the aggressive behavior and decided to inform the manager. Despite her efforts to involve the manager, the beggar continued to act erratically, shouting, “Di naman kita inaano ah bakit mo ko sinusumbong” [“I’m not bothering you, why are you reporting me?”] and pushing the customer.
📍STARBUCKS KALAYAN
Disclaimer: Im not the one on the video
So the 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… pic.twitter.com/FDZTJFsrPL
— Max (@urnextdoorotter) August 8, 2024
As tensions escalated, the customers sought help near the cashier and begged the manager for help. The manager, however, did not intervene or take any protective measures. In the video, the customer can be heard requesting that authorities be called for protection, while the manager responds, “So, you want us to protect you?!”
The manager also suggested that the customers leave the store to avoid further involvement in the situation, while the customer insisted that it was the shop’s responsibility to ensure their safety. The manager questioned how they could handle the situation and whether they were expected to act as security.
The video has generated significant discussion online, with viewers expressing split opinions.
Some took the customers’ side:
One user tweeted, “You guys heard the Starbucks Kalayaan Makati incident? The store manager obviously lacked training on Conflict Resolution and De-escalation Techniques. I find it shocking that he shouted at the customer for something that he should have been responsible for.”
“If you don’t have security, the least that you are responsible for your customers because they are on your premises. Bakit pinalabas yong customer? Even while waiting for the Barangay,” one user wrote.
“Sa mga nagsasabe diyan na napaka entitled daw ng customer na nasa video kasi hindi raw kayang ipagtanggol ang kanilang sarili. okay sige nga, gawin niyong lumaban sa ganoong level ng takot if kaya niyo ba talaga. kaya nga humingi ng tulong kasi mas safe sila sa ganoong way. [To those who say that the customer in the video is so entitled because they can’t defend themselves, okay, go ahead and try to fight someone when you’re that scared. That’s why they asked for help, because it’s safer that way],” another user commented.
One more user stated, “Bakit yung customer yung pinapalabas ng manager instead yung namamalimos? [Why is the customer being kicked out by the manager instead of the beggar?]”
Meanwhile, some questioned the customer’s action.
One comment read, “Ano bang akala mo sa [What do you think of] manager ng Starbucks, Security personnel? Not all the time customers are right when it comes to this situation.”
“Possibleng hnd alam nung Manager ung situation at inassume nya na mgkakilala ung 2 or 3 taong involved kya ang action nya ay to ask them to leave the premise. As a Manager dati sa restau, amap we dont deal with personal matter kc ng mga guests at tama nga na ‘baka madamay kami’ [It’s possible that the manager didn’t know the whole situation and assumed that the 2 or 3 people involved knew each other. So, their action was to ask them to leave the premises. As a former restaurant manager, I can say that we don’t usually get involved in our guests’ personal matters because we’re afraid of getting involved],” another tweeted.
However, for some, both sides are at fault:
“If you’re really scared for your life, you wouldn’t be recording. Looks like an entitled person and a panicky manager. Clash of the entitled individuals lol. Everyone here should enroll in self-defense classes. No courage,” another user commented.
Now, the question is: Who’s really in the wrong here?
As of this writing, the coffee shop chain has not yet issued an official statement regarding the issue.
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