Introduction:A Starbucks outlet in Hefei, Anhui, faced customer backlash after taking down outdoor umbrellas and removing seating during rainy weather, prompting accusations of “kicking customers out.” What are the potential risks of umbrellas getting wet? Was it reasonable for the store to remove the seating? This article delves into the incident, explores the balance of managing outdoor café spaces, and offers practical advice so both customers and shop owners can respond more thoughtfully in similar situations.

Recently, a Starbucks store in Hefei, Anhui, took down outdoor umbrellas and moved away the seats during the rain, drawing criticism from a customer who filmed the incident and accused the store of “driving people away.” The issue quickly sparked heated discussion online. Some netizens believed the store’s decision to retract the umbrellas for safety reasons was justified, while others criticized the removal of seating as lacking compassion. What really happened? Let’s take a closer look.

According to reports, on the morning of December 23, a customer and her friend were sitting in the outdoor seating area of the Starbucks store at Feidong Wuyue Plaza in Hefei when light rain began to fall, gradually intensifying. To shelter from the rain, her friend opened one of the large green umbrellas provided by Starbucks in front of the store, but was stopped by an employee who said the umbrella was only for sunshade and not for rain protection. The staff then took the umbrella down and removed all the outdoor seating back into the store.

The customer explained that although she understood the claim that “sunshade umbrellas aren’t meant for rain,” there was already some overhead covering above the store entrance, so even without the umbrella, they could still have had partial shelter. However, what she found unacceptable was that the staff removed all the chairs without prior notice, making her feel “kicked out” and resulting in a very uncomfortable experience.

After the video was shared online, it drew significant attention from netizens. Some pointed out that the commonly seen green sunshade umbrellas in front of Starbucks outlets usually have non-waterproof fabric, which can easily absorb water and leak when exposed to rain. Not only does this affect usability, but the added weight can also destabilize the umbrella stand, even posing safety risks. Therefore, they considered the removal of the umbrellas a reasonable risk control measure.

Others noted that during strong winds or heavy rain, open umbrellas are prone to flipping over, not only failing to provide effective rain cover but also potentially injuring passersby. As such, Starbucks’ decision to retrieve the umbrellas was also made with the safety of customers and pedestrians in mind. A Starbucks employee commented in the thread that removing umbrellas in the rain is part of standard store policy, not a targeted action against specific customers.

Nevertheless, many netizens felt that while it was understandable for the staff to take down the umbrellas out of concern for potential hazards after getting wet, it was unnecessary to remove all the chairs when customers were willing to sit outside in the rain and there was already some overhead shelter. In their view, Starbucks' abrupt removal of seating despite customers seeking shelter showed a lack of “humanity.”

In response to the incident, media contacted the involved Starbucks store. The staff member said they were unaware of the details, and later a supervisor answered the phone but stated they had no authority to comment before hanging up. Staff at Feidong Wuyue Plaza, where the store is located, said upon learning of the situation that they would report the issue to the relevant department for further investigation.

About an hour later, the plaza responded that the Starbucks store manager explained to the mall that the umbrellas were taken down due to safety risks after absorbing water, and that customers were advised to avoid seeking shelter under the umbrellas during the rain. However, the manager did not provide a specific explanation to the mall regarding why all the chairs were removed.

This incident highlights an important challenge for cafés in managing outdoor seating—how to strike a balance between “customer experience” and “safety management.” For businesses, clearly communicating the limitations of outdoor facilities and offering alternatives or considerate reminders during special weather conditions can help reduce misunderstandings and conflicts. For customers, understanding the risks associated with using outdoor seating in various weather conditions can also help them make more appropriate choices.

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