A disappointing coffee shop experience shared by author Manoj Arora has triggered a storm of reactions on social media, raising questions about customer service and the declining standards at Café Coffee Day (CCD).
Arora, in a detailed tweet, recounted his visit to a CCD outlet near a Common Admission Test (CAT) centre in Gurgaon. Dropping off his daughter for the exam, he decided to spend the waiting hours writing at the café. However, what followed left him frustrated.
The author described entering the café to a "fungus smell" but refrained from complaining. When he requested a small cappuccino, he was informed that only large takeaway cups were available. Despite his request for a ceramic cup for an in-house coffee, the staff explained that all such cups were unwashed due to a water shortage. Similar issues arose with glasses for other beverages.
Attempts to compromise—such as getting a smaller coffee in a large cup—were also denied, with staff citing inventory concerns.
“Making one last attempt, I asked, can you give me my small or medium cappuccino in your large cup. They refused mentioning that cups are counted,” Arora wrote.
Left with no choice, Arora paid for a large coffee, spending an extra Rs 100.
Sharing his experience, Arora concluded: “CCD is dying!”
Acknowledging the tweet, CCD replied: "Hey Manoj, this is completely unacceptable. We take all measures to make sure that you have a great experience. Please share your contact number via DM so that our team can check and connect with you."
The incident resonated with many, sparking a broader discussion about the state of café experiences in India.
One user remarked on the skyrocketing prices: “Having coffee at a café now costs equal to a 100 gm coffee powder jar. I have mostly stopped having it outside.”
Another questioned CCD’s management practices: “Forget about the coffee. There is no proper respect and not a good ambiance in some outlets.”
Some suggested alternatives: “A roadside tea stall could have been a better option. You can customize your order like a king there.”
A few users highlighted systemic issues, blaming poor staff engagement: “Since employees don’t own the company, many don’t care about being accommodating or understanding. They couldn’t care less about losing customers!”
Once a pioneer in India’s café culture, CCD now faces growing competition and shifting consumer expectations. Incidents like these are not uncommon, with many complaining against Café Coffee Day’s practices on social media.
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