The Consumer Council (COC) of Hong Kong has conducted extensive testing across 20 major F\&B chains, including McCafé, Starbucks, and 7-eleven, exposing concerning inconsistencies in promotions, staff training, and operational practices related to customers bringing their own reusable cups for takeaway drinks. The study, detailed in issue 580 of Choice Magazine and involving 60 simulated purchases between November and December 2024, found that while most establishments outwardly accept reusable cups, operational methods in several high-volume outlets actively undermine environmental goals, failing to deliver genuine waste reduction.
Operational Inconsistencies Erode Green Initiatives
The primary objective of encouraging consumers to bring their own containers is to implement source reduction, eliminating the need for single-use plastics and paper cups. However, the COC’s findings reveal that this core principle is often neglected in practice, particularly within large chain coffee shops and convenience stores.
In a highly publicized lapse of protocol, staff at McCafé, during three separate test purchases of both hot and cold beverages, reportedly prepared the drinks in standard disposable paper cups before transferring the liquid into the consumer’s reusable cup. Similarly, 7CAFÉ staff were observed using disposable plastic cups to handle ice before pouring the chilled coffee into the customer’s provided tumbler. The COC emphasizes that this process negates any environmental benefit and runs contrary to the concept of sustainable operating practices advertised by these chains.
Despite these significant operational issues at larger outlets, the overall customer experience was positive, with over 70% of participants expressing “satisfied” or “very satisfied” approval, particularly at dedicated bubble tea and hand-shaken beverage shops.
Promotional Efforts and Staff Training Require Urgent Improvement
The investigation revealed that 11 out of the 20 tested merchants offer discounts, typically ranging from $1 to $5 per cup, to incentivise the use of reusable containers. These incentives are offered by seven immediate coffee shops and four specialty drink vendors. Yet, the report highlights a critical failure in communicating these rewards. Many discounts were not prominently displayed, leading to missed opportunities for consumers.
Moreover, the implementation of these policies was found to be inconsistent across different branches of the same chain, with some employees failing to correctly apply the discount. The Consumer Council strongly urges businesses to dramatically enhance both public marketing of these green programs and internal staff training to ensure employees consistently understand and apply the discounts and procedures.
Accessibility Challenges and Consumer Choice
While generally accepting reusable cups, some stores present practical impediments. One convenience store struggled to accommodate over-height tumblers beneath the automated coffee machine spout during two test purchases, ultimately resulting in the use of a disposable paper cup to fill the order. This points to a larger issue of infrastructure design and clear guidance for patrons.
Conversely, one convenience store was praised for providing clear, actionable information on its social media and in-store, specifying that reusable cups must not exceed 15 cm in height. The COC recommends that all retailers adopt similar transparency concerning dimensional and capacity constraints to assist consumers in selecting appropriate travel mugs.
Secondary Findings: Performance of Reusable Mugs
Alongside the operational audit, the Consumer Council conducted a separate technical assessment of 18 brands of reusable travel mugs, testing safety, temperature retention, and leak-proofing.
The performance audit revealed that two brands, NOC and STANLEY, demonstrated superior hot water retention, maintaining temperatures above 60°C after six hours. Conversely, products made primarily of plastic performed noticeably poorly in thermal retention tests.
In terms of leak-proofing, 12 models excelled during a 1-hour inverted test. However, the high-capacity, top-heavy design of one popular tumbler caused it to easily fall over when placed on a slight incline, posing a spill risk. Safety tests on stainless steel and ceramic-coated mugs found trace amounts of heavy metals (iron, nickel, chromium), but these were well within international safety limits.
In conclusion, the COC report underscores the necessity of a unified and consistently applied strategy across Hong Kong’s F\&B sector. For the reusable cup movement to achieve its full environmental potential, operators must prioritize operational integrity over simple messaging by eliminating the preparatory use of disposable containers, standardizing discount promotions, and providing clear, practical guidance for consumers. The responsibility now falls on major chains to align their “green” branding with genuine, waste-free practice.
For those looking to purchase a new reusable mug, the COC advises reviewing the full report for detailed performance data on insulation and leak-resistance, and noting height restrictions when choosing mugs for machine-operated coffee outlets.