Introduction:Recently, netizens captured images of a staff member at a well-known tea beverage brand allegedly stirring a drink in an improper manner while also answering a phone call, sparking concerns over food safety and operational hygiene. What actions are considered violations? How can consumers determine whether beverage preparation processes are up to standard? This article delves into common issues and hygiene considerations in the back-of-house operations of tea beverage shops.

Earlier this year (2024), a post on a social media platform reignited discussions around food hygiene practices of tea beverage brands. According to the poster, while observing the back area of a milk tea shop, they noticed a staff member in uniform preparing an order of milk tea that was about to be served — one hand holding a phone call, while the other used a long-handled spoon’shandleto stir the beverage upside down in the cup, leading the poster to question the store’s hygiene management.

From the footage shared by the netizen, it is clearly visible that a staff member, seemingly dressed in Heytea uniform and wearing a face mask, was visibly on a phone call, while holding a metal long-handled spoon and inserting the spoon’slong handle end into the milk tea liquid to stirit — rather than using the proper spoon head. This immediately caused unease among many consumers, especially considering that Heytea is a brand known for emphasizing quality control and hygiene, making the incident all the more surprising.

Many netizens who regularly purchase milk tea commented that Heytea has generally been regarded within the industry as having relatively strict food safety management — not only in its selection of raw materials but also in its employee operation procedures. As such, seeing such an operation raised doubts: is this just an isolated case or a sign of broader hygiene management issues?

However, some netizens argued that the staff member might have been dealing with an urgent matter, adding, “They were just taking a phone call, but still continuing to make the drink — there’s no need to read too much into it.” Especially given that many tea beverage brands are currently facing staff shortages, it’s possible that employees multitasking between answering calls and making drinks isn’t uncommon. Some even speculated that the call could have been from a customer or manager asking about something, prompting the staff to talk while working.

However,industry insiders in the food and beverage sector have made it clear that phones should not be brought into the production area at all, let alone using the reverse end of a spoon to stir a drink while on a call — this clearly violates basic hygiene norms and operational standards.Especially for brands like Heytea, which are relatively strict about quality control, phones are typically not allowed in production areas, and those who violate the rule may even face penalties.

In response to the controversy, Heytea’s official customer service did reply to the netizen who posted the images, but neither directly addressed whether the employee’s actions were in violation, nor provided detailed explanations regarding the relevant hygiene management protocols — leaving ongoing doubts about the brand’s handling of the situation.

Additionally, there is speculation that the drink may have been returned by a customer due to a foreign object complaint, prompting the staff to re-stir it publicly. However, the original poster quickly denied this, emphasizing that the milk tea captured in the photos wasfreshly made on-siteand not a remade returned order — further fueling public doubts about the compliance of the operation.

This incident serves as another reminder to consumers that when choosing a tea beverage brand, hygiene and standardized procedures in the preparation process are just as important as taste. It is advised that if customers notice any irregularities in store operations, they should provide feedback through proper channels. Likewise, brands should place greater emphasis on the transparency of back-end operations and staff training to truly earn market trust.

The above content is compiled by CoffeeHunters, a coffee news website.