Latest news with #Tealive
Daily Express
4 days ago
- Daily Express
Bubble trouble: Tealive sorry for info leak after complaint
Published on: Friday, July 25, 2025 Published on: Fri, Jul 25, 2025 By: FMT Reporters Text Size: For illustrative purposes only. PETALING JAYA: Tealive has apologised for the alleged leak of a customer's personal information, pledging to review and strengthen its internal procedures to prevent a repeat of such an incident. The customer in question had initially made a complaint about the service at one of the bubble tea brand's outlets in the capital. Tealive said that in line with its standard process, the case was handed over to the area manager responsible for the outlet to reach out to the customer and take the appropriate action. It said a screenshot of the feedback containing the customer's contact information was inadvertently shared with the outlet team, leading a staff member to reach out to the customer directly. 'Such conduct is a violation of our standard operating procedures and does not reflect the values we uphold as a brand,' it said in a statement. 'Although we have contacted the affected customer privately, we would also like to take this opportunity to publicly express our sincere apologies. 'Despite this being an isolated case, we sincerely regret what has transpired. Rest assured, we are dedicated to protecting our customers' personal data, to be in full compliance with applicable laws and regulations.' In a video posted on Instagram yesterday, the customer alleged that the outlet staff did not follow proper SOPs regarding hygiene and took too long to prepare his order, despite several employees chatting and using their mobile phones. He claimed a woman he did not know reached out to him via WhatsApp about the complaint to defend the staffs' behaviour, and was hostile to him in the conversation. 'How is Tealive headquarters carrying out their job and leaking information of customers who complain in this manner? And who is this woman?' he said. Tealive said a thorough inquiry would be conducted and the appropriate disciplinary action taken against the staff involved. It said it would immediately review and strengthen its internal procedures to prevent a recurrence, and ensure ongoing training for all employees to reinforce the importance of privacy and customer care. - FMT * Follow us on our official WhatsApp channel and Telegram for breaking news alerts and key updates! * Do you have access to the Daily Express e-paper and online exclusive news? Check out subscription plans available. Stay up-to-date by following Daily Express's Telegram channel. Daily Express Malaysia
Malay Mail
5 days ago
- Business
- Malay Mail
Customer harassed after complaint leaked, Tealive says sorry and promises to punish those involved (VIDEO)
KUALA LUMPUR, July 25 — Local bubble tea brand Tealive has apologised after a customer's personal information was leaked, allegedly leading to harassment by store staff. The incident came to light after content creator Iman Kamil posted a video on Instagram yesterday detailing his experience. In the video, Iman said he had submitted a formal complaint to Tealive headquarters after a poor experience at one of its outlets here. He later claimed to have received a series of text messages from a purported staff member who appeared to have accessed his original complaint. Iman said the person not only contacted him directly but also called him 'a very bad person' for lodging the complaint. 'Right now I just want to know, how did the Tealive HQ easily leak the customer information who has made a report directly to them in the first place? 'It's not like I posted (my complaints) on my social media or anything' he said in the video. The video has since gone viral, with over a million views on Instagram. In response, Tealive issued a statement on its social media pages, acknowledging the incident and offering an apology. The company said the complaint was passed to an area manager for follow-up action. 'Unfortunately, during this process, a screenshot of the feedback which contains customer's contact information was inadvertently shared with the outlet team which led to staff members then reaching out to the customer directly,' Tealive said. 'Such conduct is a violation of our Standard Operating Procedures and does not reflect the values we uphold as a brand.' Tealive said it considers the matter an isolated case and is taking steps to prevent a recurrence. These include an immediate review of internal procedures, ongoing staff training on privacy and customer care, and a full inquiry into the conduct of the staff involved. The company added that appropriate disciplinary action will follow the internal investigation. In an update via Instagram Story, Iman said he does not consider the issue resolved. He insisted Tealive must bring forward the staff responsible for the harassment and arrange a meeting with him. Malay Mail has contacted Iman for further comment but has yet to receive a response.
New Straits Times
21-07-2025
- Business
- New Straits Times
Survey: Trust, emotion drive Malaysian consumer loyalty
KUALA LUMPUR: Malaysian consumer loyalty in 2025 is increasingly shaped by emotional connection, cultural relevance, and brand responsiveness, rather than traditional drivers such as price or convenience, according to a report by brand consultancy IDTG Asia. The report, titled Malaysian Consumers Speak 2025, is based on a survey of 150 Malaysians and outlines six key behaviours influencing brand trust and loyalty in the current market landscape. IDTG Asia founder and chief strategist Shane Loh said that modern consumers are no longer just attracted to rewards; they seek emotional connection and genuine recognition. She said that simple, thoughtful gestures such as a customer service agent recognising a returning customer or a sincere birthday greeting can go a long way in fostering a sense of connection and belonging. Loh also emphasised that relatability has become a strategic imperative for brands aiming to stand out, with those that mirror the everyday experiences of Malaysian consumers gaining a competitive edge. The report cited brands like Tealive, HYGR, and Padini as examples of successful localisation, noting that their culturally attuned products, branding, and tone of voice have helped build stronger trust and relevance among local consumers. Loh said inconsistencies in brand messaging, tone, and customer service across platforms can erode trust. Brands are encouraged to conduct regular audits to ensure cohesion between digital and physical channels. "Consider the consistent clarity of Petroliam Nasional Bhd's communications, whether at the pump, in a corporate social responsibility video, or through a mobile app; the experience feels cohesive and confidently aligned with the brand's values," she added. The report said Malaysian consumers today demand a smooth and integrated experience between online and offline platforms. Citing Zus Coffee as a prime example, the fast-growing local coffee chain has successfully built its brand on a seamless, technology-driven approach that links its digital presence with its physical stores. Loh said with product discovery now happening via entertainment content, social media has become a critical storefront. "Being trendy is not the same as being trustworthy. What actually makes people buy is not just what is viral, it is what feels useful, credible, and real. "A TikTok trend may catch the eye, but it is the relevance and social proof that seal the deal. Christy Ng is a shining example of a brand that has mastered this balance," she added.
CNA
26-06-2025
- Business
- CNA
Commentary: Singaporeans, we need to pump the brakes on our bubble tea obsession
SINGAPORE: If you saw weekend queues at Changi Airport this June, don't blame immigrations just yet. The more plausible culprit: Popular Malaysian boba brand Tealive's first and only Singapore outlet, freshly opened at Terminal 3. With Tealive's arrival, we are one of the rare airports in the world with nine bubble tea brands, including HeyTea, Chicha San Chen, Naixue, Koi, LiHo, TP Tea, amps tea and iTea. Sounds like a lot of pearls per square metre, but not once you leave the airport. Just two years ago, Tampines was dubbed Singapore's 'bubble tea capital', with 21 bubble tea shops within a 500m radius. As of 2022, we had more than 60 bubble tea brands in Singapore – and new entrants are still pouring in. Besides Tealive, China's 8,000-outlet-strong chain ChaPanda will also be arriving on our shores soon. With over 60 brands offering upwards of 30 drinks each, the bubble tea maths is mind-boggling. Even for a single ingredient like brown sugar, we have brown sugar milk tea, brown sugar pearls, a variant with cream cheese, one with cheese brulee and another with just fresh milk, no tea. As thousands of boba variants take up more and more space on our little red dot, have we finally reached bubble tea oversaturation in Singapore? INSIDE THE BOBA ECONOMY Bubble tea is a guilty pleasure of mine too, so I totally get it. We love it because it marries two of our familiar indulgences: the comforting taste of kopitiam milk tea and the illicit chew we've missed since the sale of gum was banned in 1992 – all wrapped in an Instagram-ready cup. Barely anyone anticipated bubble tea to have this kind of cultural impact when the drink first came to our shores – also in 1992, served in cocktail glasses from a cafe at Marina Square. As the tea-dessert hybrid evolved to its current takeaway format, it quickly spread across the island and overtook even our ubiquitous milk tea. By 2002, there were more than 5,000 shops in Singapore. But just a year later, the market reached oversaturation and the bubble burst, leading boba shops to shutter all across the island. In those days, it seemed as if bubble tea had all the makings of a fleeting fad. Who would've thought it would evolve into the multi-billion-dollar micro-industry it is today? Few food trends can boast such longevity and multigenerational appeal. It's not just Gen Zers who are hooked – millennials and Gen X were the same, particularly in their youth. Bubble tea's characteristic combination of caffeine, sugar and chewable pearls is not the only reason for this timeless love affair. After the first market bubble pop in 2003, the beverage reinvented itself by tapping into Starbucks' winning formula of offering extreme customisation options. The second wave of brands such as Koi The and Gong Cha began offering sugar and ice customisation around 2007. Ten years later, Tiger Sugar and LiHo introduced newfangled toppings like brown sugar and cheese foam. More recently, speciality teas – fruit tea and premium or single origin leaves – has emerged as a key consumer draw. Today, most major brands put Starbucks to shame with their personalisation options: Multiple tea options, five tiers of sugar levels, three tiers of temperature variation, and as many as 10 different toppings, including pearls, aloe, konjac, collagen jelly, ice cream – adding up to hundreds of different possible combinations and permutations per brand. As consumerism becomes increasingly intertwined with self-expression, this level of customisation transformed the beverage into a lifestyle choice, an expression of individuality, and vibe signalling, especially for young people. ARE WE BECOMING A BUBBLE TEA NATION? While I understand the value of such customisation, I do wonder if we're taking it a tad too far. These days, if you are not a regular bubble tea drinker with default preferences, it can take a minute or two to even order a single drink. I sometimes find myself in boba limbo, struggling to make five different decisions for a single beverage. Do I swop out pearls for aloe or collagen jelly? What about ice cream? My chronic indecision aside, do these minor tweaks really matter, or are brands just too caught up in the ingredients arms race? Blindfolded, could the average consumer tell the difference between golden bubble pearls, red sugar pearls and pink cactus pearls, or differentiate between single-estate oolong and regular oolong, especially when mixed with milk and starchy pearls? Even the more distinguishable seasonal launches feel somewhat forced – LiHO's Salted-Egg Lava Brown Sugar Milk in 2018, Takagi Ramen's Chilli-Crab Matcha Macchiato in 2022, and Gong Cha's Century-Egg and Salted Egg special in 2024. Wouldn't we rather just enjoy these flavour trends with crabs or congee, rather than in a cup of sugar and milk? To a certain extent, these options were introduced to create brand differentiation, especially with multiple brands often competing against each other in close quarters. But when bubble tea takes over so much of Singapore's prime retail space, it inadvertently transforms our food culture, crowding out other cuisine richer in both nutrients as well as historical and cultural significance. Moreover, many regular boba drinkers are youths. Many brands appeal to this demographic with cute mascots – Koi's BB Bear, Mixue's Snow King and ChaPanda's Ding Ding Cat – as well as tie-ins with toy brand. Gong Cha recently collaborated with Pop Mart to launch Pino Jelly themed drinks, including packaging and merchandise. Partly persuaded by the fun and hype, some parents are also starting their kids on these caffeinated beverages younger than they otherwise would – a friend of mine offers her primary school kids bubble tea on a semi-regular basis. Paediatricians warn that there is no safe caffeine dose for children under the age of 12. How will these daily habits impact Singapore's children, tweens and teens as they come of age? I am by no means arguing for a boba ban – like all indulgences, bubble tea has its place in our diverse food nation. But rather than hurtling towards our 2,000th boba variation, perhaps it's time to pump the brakes on this obsession. Why not leave some stomach and retail space for other heartier – and healthier – food instead?
AsiaOne
13-06-2025
- AsiaOne
Hello, Singapore: Malaysian bubble tea chain Tealive lands at Changi Airport, first outlet in the country, Lifestyle News
Tealive has long been a familiar pit-stop for locals making a bubble tea run across the Causeway. But now, bubble tea lovers in Singapore need not bring their passport to get a fix of Tealive's drinks. The popular chain from Malaysia has opened its first Singapore outlet at Changi Airport Terminal 3's Arrival Hall. In the lead-up to its grand opening weekend, from June 13 to 15, Tealive teased its fans with numerous social media posts. "Come be among the first to sip on your favourite iconic Tealive flavours, now even closer to you. It's a date. See you there!" one of the posts' caption read. View this post on Instagram A post shared by Tealive (@tealiveasia) Tealive will be celebrating its opening weekend with a promotion — it'll be giving away 100 free cups of its Signature Bang Bang Bubble Tea each day. Head over to the outlet with a "purple item" and this sweet beverage is all yours. Be fast though as all 100 cups were fully redeemed by the afternoon earlier today. Known for its tea and coffee brews, Tealive's top favourites include the Nishio Fine Matcha Latte, Hazelnut Latte and Roasted Milk Tea with Grass Jelly. Founded in 2017, the brand has more than 1,000 outlets across three continents, with branches in Canada, Mauritius and Vietnam among others. Address: 65 Airport Boulevard, #01-23, Terminal 3 Singapore Changi Airport S819663 Opening hours: Daily, 10am to 9pm amierul@ [[nid:707511]]
