Tealive has issued an apology following claims that a customer’s personal information was improperly shared after they lodged a service complaint. The incident came to light after the customer alleged their contact details were leaked and used by a stranger to defend the outlet staff involved.
In a statement, the popular bubble tea chain acknowledged the breach and said it stemmed from a screenshot of the complaint—containing the customer’s phone number—being inadvertently shared with the outlet team. This led to a staff member contacting the customer directly via WhatsApp, which Tealive confirmed was a violation of its standard operating procedures.
“This action does not reflect the values we uphold as a brand,” the statement said. “Although this was an isolated case, we deeply regret what occurred.
We remain fully committed to protecting our customers’ personal data and complying with all relevant privacy laws.”
According to the customer, the initial complaint was about poor hygiene practices and long waiting times at a Tealive outlet. In an Instagram video, he claimed that despite multiple staff being present, many were seen chatting or using their phones instead of preparing orders. He added that a woman he didn’t know later messaged him aggressively about the complaint.
“Who is this woman, and how did she get my number? How is Tealive headquarters handling complaints if personal data is being leaked like this?” he questioned.
Tealive said the matter has been escalated and a full investigation is underway. The brand also pledged to strengthen internal protocols and provide refresher training to all staff, ensuring customer privacy and service standards are upheld.
