Nan Fang Du Shi Bao·2025-09-24 15:05Core Viewpoint - A recent incident involving a customer at a Starbucks in Malaysia has sparked controversy after the barista allegedly insulted the customer using a local language, leading to public outcry and an official response from Starbucks [1][2][4]. Company Response - Starbucks Malaysia, operated by Berjaya Food Berhad, issued a statement emphasizing that respect is non-negotiable and that the behavior of the barista does not reflect the company's values [4][8]. - The barista involved was dismissed on September 21, 2025, following an internal review, and Starbucks is reinforcing training programs to enhance cultural sensitivity and customer service standards [6][7]. Incident Details - The incident occurred on September 18, when a Guangdong consumer shared a video of her ordering at a Starbucks using a translation app, which led to complaints from local netizens about the barista's disrespectful behavior [2][5]. - The consumer expressed gratitude for the support received but noted that she did not understand what the barista was saying at the time [1][2]. Business Context - Starbucks operates in Malaysia through a licensing model, with Berjaya Food Berhad being the exclusive franchisee since its entry into the market in 1998 [9]. - As of now, there are 405 Starbucks locations in Malaysia, and the company reported a revenue of $27.615 billion for the first nine months of fiscal year 2025, reflecting a year-over-year growth of 1.9% [9].