Sep 24, 2008 9:59 am US/Central
Measuring Coffee: Getting The Pour You Paid For
(WCCO)
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WCCO bought small, medium and large cups of coffee from Caribou and Starbucks coffee shops across the Twin Cities, each time asking them to leave no room for cream.
CBS
In many circles coffee is liquid gold. Whether you like it with steamed milk or with nothing at all it can provide the perfect pick me up.
"I probably have a cup in the morning and then a cup in the afternoon, usually," said James Roe.
"I'm a law student so I have to stay awake," said Jaime Watts.
Roe and Watts can't imagine life without coffee and like a lot of people they have their favorite size.
"I prefer a large cup of Caribou coffee," said Joe Mario.
"I usually stick to the small ones," said Watts.
WCCO bought small, medium and large cups of coffee from Caribou and Starbucks coffee shops across the Twin Cities, each time asking them to leave no room for cream.
WCCO consumer reporter Terri Gruca then took each cup and poured it into a measuring cup to see if you really get what you pay for. With the small cups you're supposed to get 12 ounces of coffee, at least that's what it says on the signs inside the shops. And at each Caribou and Starbucks stop it was the perfect pour.
WCCO found the same was true with those medium cups, paying for 16 ounces, and at each coffee shop visited there were 16 ounces of coffee.
Typically you get more for your money by buying the biggest cup of coffee, but here more was really less. Nearly every time the big cup came up short. Instead of 20 ounces of coffee, consistently there was only 18 ounces.
"That, to me, seems very unusual. Usually you would expect it would be on the smallest cup," said David Brennan, the co-director of the Institute for Retailing Excellence at the University of St. Thomas.
"Certainly the customer is getting shortchanged and that's the bottom line," he said.
Two Starbucks shops did give the perfect BIG pour -- the one in Bloomington near the Best Buy headquarters and the Starbucks in Plymouth near Highway 55.
So WCCO asked coffee lovers what they thought about the results.
"If they can get you, they'll get you I guess right?" said Roe.
"It doesn't really bother me," said Roberta Haight. "I always have to have my coffee so it doesn't really matter to me. I try to save money too, but I like my coffee."
"It's not a huge deal, but it's not okay if you're buying it with the expectation that you're getting what your paying for and you're not," said Watts.
Two ounces may not sound like a lot but it's like buying a 20-ounce bottle of soda at the store and only ending up taking home 18 ounces or like giving the coffee shop a 20-cent tip.
"Are they selling 12 ounces, 16 ounces or 20 ounces of coffee? Or are they selling a coffee cup with coffee?" asked Brennan.
Caribou said: "The vendor that produces its cups and the company's own findings indicate the large size cup holds more than 20 ounces and will accommodate a 20-ounce pour while still leaving room at the top."
And in fact when WCCO tried to pour 20 ounces of water into the largest cups from both Caribou and Starbucks it did fit.
Each company provided WCCO with statements.
Starbucks wrote:
At Starbucks, beverages are handcrafted by baristas and customized to each customer's specifications. In total, there are more than 87,000 different beverage combinations at Starbucks. With all the possible customizations, there can be slight variances in the amount of liquid in each cup. Starbucks baristas have all signed the promise that customers' beverages will always be right. This promise "Your drink should be perfect, every time. If not, let us know and we'll make it right." is posted in all of our stores and we encourage customers to hold us to this with every beverage.
Caribou wrote:
At Caribou Coffee, we pride ourselves on many things: our world-class coffee, our relaxed and welcoming atmosphere, and our commitment to our guests to ensure that their visit to Caribou Coffee is truly an experience that makes the day better. Every time.
To that end, we strive to make sure that our customers receive the full amount of product for what they order. We use industry-standard cups that accommodate our small, medium and large beverage sizes while still providing "slosh" room at the top of the cup for safety reasons. Team Members are directed to ensure that customers get the full amount while leaving "slosh" room to cut down on spills and the potential for burns. In addition, if a customer requests "room for cream" that is also accommodated.
There is always the possibility of human error when pouring beverages and, if that should happen, we would hope that the guest would bring it to our attention immediately so that we have the opportunity to make it right. We are always open to feedback from our guests.
Thank you for bringing this issue to our attention.
Private coffee shop owner Heidi Rosati said we're talking Joe here.
"A cup is a cup is a cup," said Rosati, owner of Retro Roast in Loretto, Minn.
As a member of the Specialty Coffee Association of America, Rosati said the group works to ensure the quality of coffee across the country.
"If you're asking for a 20-ounce cup of coffee and no room for cream that's what you should get. And I don't think it should just be a small company that is able to provide accuracy and quality," Rosati said.
Starbucks big cup is a half-ounce bigger than Caribou's and it's easy to see when you place them side by side.
Here's how it boils down: The small cups average about 13 cents an ounce, the medium cup is 11 cents an ounce and the large cups should be the best deal at 10 cents an ounce. However, if you're being shorted two ounces of coffee you're really paying 11 cents an ounce.
Here's a little tip you may not have known: You can ask for a small or medium cup of coffee in the biggest cup. It's an easy way to leave room for cream and sugar without giving up any of the coffee.
Update: Caribou contacted WCCO-TV, saying they are now looking for bigger 20 ounce cups and adding, "We are working to source new large cups that will easily accommodate 20 ounces as well as slosh room."
(© MMIX, CBS Broadcasting Inc. All Rights Reserved.)
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