Tealive has issued an apology over an alleged leak of a customer’s personal information and pledged to review and reinforce its internal procedures to prevent similar incidents in the future.
The matter arose after the customer lodged a complaint about service standards at one of the bubble tea chain’s outlets in the capital.
In a statement, Tealive explained that, in accordance with its standard protocols, the complaint was escalated to the area manager responsible for the outlet, who was tasked with contacting the customer and addressing the issue appropriately.
However, the company acknowledged that a screenshot of the feedback — containing the customer’s contact details — was inadvertently shared with the outlet team, which resulted in a staff member contacting the customer directly.
“This conduct constitutes a clear breach of our standard operating procedures and does not reflect the values we uphold as a brand,” the statement read.
“While this is an isolated case, we deeply regret the incident. We remain fully committed to safeguarding our customers’ personal data and ensuring compliance with all relevant laws and regulations.”
The controversy gained attention after the customer posted a video on Instagram yesterday, alleging that staff at the outlet failed to follow proper hygiene procedures and took an excessive amount of time to prepare his order, despite several employees being seen chatting and using mobile phones.
He further claimed that an unfamiliar woman contacted him via WhatsApp regarding the complaint, allegedly defending the staff’s behaviour and displaying hostility during the exchange.
“How is Tealive headquarters handling complaints in a way that allows customer information to be leaked? And who is this woman?” the customer asked.
Tealive said it has initiated a comprehensive internal investigation and will take appropriate disciplinary measures against the personnel involved. The company also confirmed it will immediately review and strengthen its internal processes, while enhancing training for all employees to underscore the importance of customer privacy and care.
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