A tea stand owner in California shared a TikTok video online giving her viewers a look behind the curtain of small business. Hushee, owner of the Joy Tea Bar, posted the video to the tea stand’s official TikTok account with the caption: “Hot take: no remakes/refunds.”
Hushee then went into detail of an experience she had with a customer who didn’t like the drink she ordered and wanted a refund or switch it with something else. However, Hushee brings up to the customer that there’s a sign explicitly stating customers aren’t going to get a refund or a different drink “based on your taste buds.”
The sign, located right next to checkout, reads: “DRINKS MADE CORRECTLY AS ORDERED ARE NOT ELIGIBLE FOR REFUNDS OR EXCHANGES BASED ON TASTE PREFERENCE.” According to Hushee, the customer did not see it.
Hushee offered a solution: Why not try a sample? The customer asked if there was a sign that mentioned that. “No, but I do have a sign here, and you didn’t see this sign. So, how are you going to see a sign that says we have samples?” Hushee says. The customer didn’t think this was fair. After all, she argued, she paid $7 for her drink.
“You can’t expect to be accommodated everywhere you go,” Hushee says to her audience. She argues there must be some feeling of entitlement when it comes to drinks “because it doesn’t seem like it’s that big of a deal.”
Though she understands remaking a drink if a mistake was made, it’s ultimately “unfair” to her to eat the cost of a second drink if a customer’s tastes don’t align. “People will take advantage of exchanges and refunds,” Hushee says.
She then asks the audience if there’s some solution where both business and customer can walk around satisfied. “What are the exceptions to the policy?” Hushee asks, one that she can “adopt.”
Commenters respond to Hushee’s policy
Many of Hushee’s viewers were hot and cold to this policy of hers, some of whom argued it was bad business, while others argued you run the risk of getting something you don’t like if you’ve never had it before.
A TikTok user Skitskat2 agreed with Husher. “You want to try something new then that’s on you. It’s a choice so if it’s not to your liking then don’t buy it again. I think it’s not fair for the owner.”
One viewer, TikTok user PrettyMaggieeee brought up a good point, placing the blame on Starbucks. “If you get a new drink and don’t like it, they will make you a new one for free.” In turn, creating a culture where customers think every tea of coffee joint will give them something new free of charge.
Other comments were much more cutthroat about their tasty treats. “Alright no refund no remake = no return customer + bad review. That’s the equation,” wrote TikTok user Malia. Some even dragged Hushee online, insisting they’ll never shop at her business.
Though many more commenters were unreasonable with their opinions, it ultimately comes down to what is most fair. If a returning customer orders something new, they’re on the hook for the cost. It’s unsustainable for a small business to remake or switch a drink free of charge (assuming the drink was made correctly the first time).
