A video circulating on social media has sparked a heated reaction after a customer accused a coffee shop manager of failing to respond to a disturbing encounter with a beggar at a major coffee shop chain.
In the footage, a heated exchange can be seen between the customer and the manager. The incident reportedly occurred when a beggar entered the cafe, demanded money and behaved erratically. According to the video’s caption, the customer was waiting in line when the beggar approached him and demanded money. After the customer explained that he did not have any cash, the beggar reportedly became aggressive and shouted, “Hindi naman kita inaano ah!” (“I won’t hurt you!”).
The uploader of the video 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 behave erratically, shouting: ““Di naman kita inaano ah bakit mo ko sinusumbong” (“I’m not bothering you, why are you calling me?”) and pressure the customer.
📍STARBUCKS KALAYAN
Disclaimer: I am not the person in the video
So the story is that I am waiting in line to get an order then I can approach the Starbucks and ask for cash and I said “Sorry, I don’t have” cashless money and then in a loud voice said “Hindi name kita inaano ah!” Then… pic.twitter.com/FDZTJFsrPL
– Max (@urnextdoorotter) 8 August 2024
As tensions escalated, customers sought help near the cash register and begged the manager for help. However, the manager did not intervene or take any protective measures. In the video, the customer can be heard asking for the authorities to be called for his protection, to which the manager responds, “So you want us to protect you?!”
The manager also suggested that the customers leave the store to avoid getting further involved in the situation, while the customer insisted that it was the store’s responsibility to ensure their safety. The manager asked how they could handle the situation and if they were expected to act as security guards.
The video sparked considerable debate on the Internet, with viewers’ opinions divided.
Some took the side of the customers:
One user tweeted: “Have you heard about the incident at Starbucks Kalayaan Makati? The store manager clearly lacked training in conflict resolution and de-escalation techniques. I find it shocking that he yelled at the customer for something he should have been responsible for.”
“If you don’t have security guards, at least you are responsible for your customers because they are on your premises. Do you have customers yet? Even while waiting for the barangay,” wrote one user.
“The first step is to show customers a video from NASA that shows the quality of the video. Okay, that’s all, but I’m not going to see you at the right level anymore if you don’t have anything else to do. You don’t know how safe it is to live the right way. (To anyone saying the customer in the video is arrogant because he can’t defend himself: OK, go ahead and try to defend yourself if you’re that scared. That’s why he asked for help because it’s safer),” commented another user.
Another user explained: “Bakit Yung customer Yung Pinapalabas ng manager instead of Yung Namamalimos? (Why is the customer thrown out by the manager and not the beggar?)”
Meanwhile, some people questioned the customer’s actions.
One comment read: “And now I propose (What do you think of) the Starbucks manager and security? In situations like this, customers are not always right.”
“It may be that in two or three days the manager has taken the situation to task to ask him to leave the premises.” As restaurant and restaurant managers, we do not deal with personal matters, but rather take care of the guests who do not have to take care of them. (Perhaps the manager was unaware of the whole situation and assumed the two or three people involved knew each other and asked them to leave. As a former restaurant manager, I can say we don’t usually interfere in our guests’ personal affairs because we are afraid of it),” tweeted another.
However, some believe that the blame lies on both sides:
“If you were truly afraid for your life you wouldn’t be recording. Looks like an arrogant person and a panicked manager. Clash of the arrogant individuals lol. Everyone here should enroll in a self defense class. No bravery,” commented another user.
Now the question arises: who is really in the wrong here?
At the time of writing, the coffeehouse chain has not yet released an official statement on the matter.
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