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Gerald Shaffer
Founder, OG Straws
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AP NEWS — September 25, 2025
The Straw That Broke the Camel’s Back: Paper Straws May Be Hurting Customer Loyalty

SUNSHINE COAST, BC — As restaurants and bars embrace eco-friendly practices, paper straws have quickly become the go-to replacement for plastic. But what began as a green gesture may now be driving down customer satisfaction — and cutting into hospitality revenues.

“They turn to mush halfway through the drink. It ruins the experience,” said one customer at a Denver cocktail bar.

Surveys back this sentiment. A 2023 YouGov poll found that nearly half (48%) of British adults dislike paper straws, while only 15% expressed approval. In the U.S., an Ipsos/BuzzFeed survey showed 59% of Americans still prefer plastic straws at fast food restaurants. The data suggests that when sustainability compromises performance, customers notice — and often push back.

“In hospitality, the smallest detail can shape the biggest impression,” said Gerald Shaffer, founder of OG Straws, a natural straw company based in British Columbia. “When guests feel they’re sacrificing quality for paper, it reflects on the entire brand.”

Operators say frustrations go beyond sogginess. Online reviews increasingly mention straw issues, and some establishments report fewer repeat visits. On the environmental side, composting infrastructure for paper products remains limited, raising questions about whether paper straws truly deliver the long-term benefits they promise.

A Natural Alternative: Rye Straws

Some businesses are turning to a centuries-old solution: natural rye straws. Made from ryegrass stems, they are uncoated, fully compostable, and durable enough to last through an entire drink.

Shaffer’s company, OG Straws, grows and processes ryegrass on-site. The result is a chemical-free product that returns to the soil without leaving behind synthetic residue.

“They’re sturdy, clean, and customers actually like using them,” Shaffer said. “We’ve had bars report a noticeable shift in guest sentiment after making the switch.”

Moving Forward

Hospitality leaders are encouraged to solicit guest feedback, test compostable alternatives, and be transparent when adopting sustainable changes.

“Consumers are eager to support eco-friendly products — but not at the expense of their experience,” Shaffer added. “The goal is to serve both.”

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For more information, visit www.ogstraws.com