Introduction:The Manner Xuhui Riverside branch, once a popular internet-famous café known for its riverside views and exquisite design, has recently drawn customer complaints due to the severely damaged facilities in its second-floor outdoor area. Moldy sofas, stained chairs, broken doors, and rusty signage not only degrade the customer experience but also raise questions about the brand’s operational management. This article analyzes common issues in store maintenance behind this incident and explores the long-term impact of environmental cleanliness on a café’s brand image.
In its early days, the Manner Xuhui Riverside branch quickly rose to fame among local internet-famous cafés, thanks to its prime location by the Huangpu River and its uniquely stylish interior design, attracting many young people to visit and take photos. However, recently, customers have reported that the environment of the second-floor outdoor area is disappointing—sofa cushions show obvious signs of mold, with some areas even suspected of harboring bacterial growth, while seats are covered in stains of varying darkness, giving an overall poor impression.
Moreover, on-site observations revealed that four doors on this floor are damaged and cannot be opened or closed properly, while the brand signage at the entrance has also shown clear signs of rust due to prolonged exposure outdoors.These issues have emerged within just three months, forming a stark contrast to the popularity and exquisite decor the store had during the November collaboration event with Zoemaster, when it was redesigned as a gingerbread-themed café.
At that time, the collaboration event attracted a large number of customers, with long queues forming and social media flooded with customers’ beautifully shared photos, making it bustling with activity. Yet, just three months later, the same space has seen a significant decline in customer experience due to a lack of proper daily maintenance, leaving many visitors—whether for consumption or photo-taking—feeling disappointed.
One customer mentioned that they had originally planned to enjoy the river view and coffee in the outdoor area, but upon entering the second floor, they found the sofa cushions in extremely poor condition, almost unusable for sitting, and even raised concerns about hygiene.This situation directly affects consumers' trust in the brand and their willingness to return. Many netizens, upon learning of this, have also expressed dissatisfaction, believing that Manner, as a chain brand with over 1,200 stores, should uphold higher standards for store environment and facility maintenance.
In fact, consumers’ expectations for cafés are not limited to the flavor and value-for-money of the coffee itself—the overall ambiance and cleanliness of the store are equally crucial. Especially in a competitive market, whether a café can attract and retain customers often depends on the handling of details, such as whether sofas are cleaned regularly, tables and chairs are promptly repaired, and signage remains clean and free of rust.
Many industry insiders point out that daily store maintenance not only affects customers’ first impressions but is also directly related to the brand’s professional image and long-term reputation. If even basic cleanliness and facility functionality cannot be ensured, even the best-tasting coffee will struggle to mask the unpleasant experiences customers have during their visit.
Therefore, while the incident of subpar facilities at the Manner Xuhui Riverside branch may not immediately impact its overall operations, it does serve as a wake-up call for brand management.How the brand balances daily store maintenance and customer experience while expanding will be key to its continued ability to attract consumers in the future. For consumers, it is also recommended to pay more attention to environmental details when choosing a café, in order to ensure the quality of their dining and resting experience.
The above content is compiled by CoffeeHunters, a coffee news website.
