I left and have never returned to my favorite coffee shop in HCMC as it won’t accept cash

I’ve lived and worked in Vietnam for nearly 30 years. As someone who runs a business here, I’ve long considered one coffee chain a convenient and comfortable place for informal meetings, casual catch-ups, and a decent cup of tea.

Their stores are well located, offer something for everyone, and are easily recognizable – whether you’re in District 1 [which are now Saigon, Ben Thanh, Tan Dinh and Cau Ong Lanh wards] or Binh Thanh District [which are now Binh Thanh, Gia Dinh, Binh Loi Trung, Thanh My Tay and Binh Quoi wards].

I visit the stores often – spending the equivalent of around $10 a day, or approximately $3,650 a year – and regularly recommend them as meeting spots for clients and friends alike. That is, until last week, when I visited the Thao Dien store in District 2, which is now An Khanh Ward.

There, I encountered something I had never expected: I was refused service because I offered to pay in cash.

The cashier informed me – politely but firmly – that the store had gone completely cashless. Only card payments or digital methods were accepted. I didn’t have my card with me. I had cash. But that no longer counted.

So I left. No tea. No meeting. And, for the first time in decades, a growing sense of disappointment.

In response, I wrote an email to the chain. I expressed my concerns clearly and respectfully, pointing out that in a country where many people – including foreigners, the elderly, and those without access to mobile banking – still rely heavily on cash, this policy was misguided. I warned that rolling it out across more stores would risk alienating customers and damaging goodwill.

The response I received was courteous but dismissive. It praised the move toward modern payment systems and consumer trends, while entirely ignoring the very real issue of exclusion.

That is the heart of this issue: exclusion, not convenience.

Despite its global image as a welcoming, inclusive brand, the company is now operating stores in Vietnam that do not serve people who pay with cash – still the most common form of payment in the country. That decision is not neutral. It discriminates against:

– Older individuals who may not be comfortable using smartphones

– Tourists or foreign residents who may not have Vietnamese bank accounts or compatible apps

– Anyone who simply prefers to use legal tender

In Vietnam, cash is not an outdated relic – it is a living, daily reality. While digital payments are growing in popularity, over 50% of the population still uses cash as their primary means of transaction. This isn’t a cultural lag. It’s a matter of access, habit, and inclusion.

By refusing to accept cash, the chain is choosing to ignore the needs of many of its customers here – those who have supported the brand for years, like myself. The irony is hard to miss: in attempting to be « modern » and « progressive, » it has adopted a policy that feels more exclusive than inclusive.

I’ve now stopped holding meetings at the Thao Dien store and advised others to do the same. There are countless cafés in Saigon – often independent, Vietnamese-owned – that are happy to welcome all customers, regardless of how they choose to pay.

Let me be clear: I am not against innovation. I appreciate efficiency and evolution in service. But true progress should include everyone – not leaving some of us behind. The brand that has always spoken the language of community and connection needs to reflect more deeply on how its policies land in local contexts.

If the company truly values its customers in Vietnam, it should reconsider this approach and return to accepting cash. Otherwise, it risks becoming a brand that no longer serves the very people who helped build its presence here.

By Peter Dinning – VnExpress.net – August 20, 2025