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Product: 3 matcha drinks from Phê La (~70k each, ~250k total with shipping).

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The purchasing experience started when we wanted to have some drinks but the weather was rainy, so we could not go out. Even though the shop was less than one kilometer away from us, we decided to order delivery.

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Brand image and store design: Their stores are decorated beautifully with a modern and luxurious style, which creates the impression of premium quality. This visual branding made us think of Phê La immediately when we wanted to drink something safe and reliable.

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4. Repeat the process and Become a loyal customer? 

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4. Repeat the process and Become a loyal customer? 

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The drinks were not tasty, and we felt that the high price was more about paying for the brand and the in-store atmosphere, which we did not experience since we ordered delivery. On top of that, we still had to pay a delivery fee despite the very short distance. Because of this, I decided that I would not repeat the process and would not become a loyal customer of Phê La.

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I would rate the overall experience 3 out of 5. While the brand successfully targeted young customers who value trendy, safe, and stylish drinks, they failed to deliver on the actual product quality and customer satisfaction in our case.