A Malaysian woman’s ordeal after ordering a cold chocolate drink from The Coffee Bean & Tea Leaf (CBTL) via a delivery app went viral recently.
Not long after her order was confirmed, her phone rang. At first, the woman, Shahira Azura, assumed it was the rider calling for directions or trying to locate her house. However, what she heard next was entirely unexpected.
An accidental spill
The rider politely explained that an unfortunate incident had occurred during transit. While on the way to her location, the drink had accidentally spilt. According to her viral post on Threads, the takeaway bag had become wet and weakened, causing it to tear and the beverage to fall.
He immediately apologised and informed her of the mishap. In a sincere gesture, the rider even offered to replace the drink at his own expense, wanting to ensure the customer received what she had ordered.
A gracious refusal
However, Shahira responded differently than many might expect. Instead of accepting the replacement, she refused the offer. She felt it was unnecessary for the rider to bear the cost, especially as the incident was clearly accidental.
In her own words, she “couldn’t bear” to let him pay for it, noting that the drink cost around RM20, a sum she felt could represent a significant portion of a rider’s daily earnings.
She calmly added that it was simply “not her day”, choosing to accept the situation with understanding rather than frustration. In her post, she shared screenshots of the conversation, which highlighted the rider’s genuine concern and repeated apologies regarding the packaging failure.
CBTL reimbursed the drink and vowed to improve packaging
The story did not end there. Later, the Managing Director of Coffee Bean & Tea Leaf Malaysia, Datuk Mohamed Amar Shah Abdul Aziz, personally responded in the comments section. He politely requested that Shahira allow the company to replace the drink instead, stating that they would take responsibility for the incident and reimburse her.
He acknowledged that the matter should not be taken lightly and assured her that the company would be refining its takeaway packaging to ensure it is stronger and more secure, preventing similar incidents in the future.
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