What happened in the Luckin Coffee foreign object complaint?
A consumer in Haikou found a greenish foreign object at the bottom of a drink bought on October 11 at a Luckin Coffee store in Haikou Hexin Plaza. Staff identified it as a component of the direct drinking water outlet. The customer sought 1,000 yuan under the Food Safety Law; the store offered five free coffees, and mediation failed.
Luckin later refunded the drink without the customer's request and said dedicated staff would follow up, but gave no clear compensation plan. The case, filed through The Paper's complaint platform, drew online discussion about food safety and how coffee store chains handle such disputes.
Recently, a consumer reported on The Paper's complaint platform that a greenish foreign object was found at the bottom of a cup of a drink purchased at a Luckin Coffee store in Haikou. The store confirmed it was a component of the direct drinking water outlet. The consumer demanded 1,000 yuan in compensation under the Food Safety Law, while the store offered five free cups of coffee. The two sides failed to reach an agreement. The incident sparked discussions among netizens about Luckin's sincerity in handling the matter and food safety. Luckin's official customer service responded that it attaches great importance to the matter and will assign dedicated staff to handle it, but did not provide a clear compensation plan. Front Street Coffee reminds that food safety is no small matter, and brands need to strictly fulfill their legal responsibilities and strengthen risk monitoring and prevention.
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As consumer demand continues to rise, coffee beverage brands are constantly expanding their store networks, and product innovation is emerging endlessly. However, incidents of foreign objects being mixed into food still occur from time to time in daily life.
According to media reports, a consumer posted on The Paper's complaint platform that after buying a drink at a Luckin Coffee store on the first floor of Haikou Hexin Plaza, they drank a foreign object. The complaint showed that at 6 p.m. on October 11, the consumer bought a cup of a drink at a Luckin Coffee store in Haikou. Not long afterward, he found a foreign object at the bottom of the cup and went to the store to ask about it, learning that it was a drinking water outlet component. The staff member said it would be reported to superiors for handling.
Afterward, the person filed a complaint with Haikou 12345. The case progress showed: mediation failed, and the store did not agree to compensate. Luckin Coffee's official customer service called the person multiple times, but the two sides still could not reach an agreement on compensation. The person said that without him making any operation on the order, Luckin had unilaterally refunded the drink he ordered on October 11 at the store involved.
From the picture posted by the netizen, a greenish object can be seen at the bottom of the cup. According to The Paper, because the bottom of the "Orange C Americano" is made of darker concentrated fruit juice, he did not notice anything unusual at first and drank it normally.
At around 8 p.m. that evening, staff at the store involved contacted the person via WeChat to apologize and said the foreign object appeared because the store's direct drinking water outlet was loose, causing a component to fall off. "This component is a food-contact component. It is cleaned and disinfected every day and will not affect your health." The staff member said that as compensation, he could later go to the store and drink five cups of coffee for free.
The person said he did not accept the staff member's compensation plan and demanded compensation under the Food Safety Law, but the other side did not reply. Later, a person claiming to be a regional manager of Luckin Coffee obtained his contact information through a mutual friend and tried to negotiate privately rather than adding him through the store, but the person refused.
Some netizens in the comments said that no one wants this kind of accident, the problem is not serious, and everyone should understand each other.
Some netizens also believed that Luckin's handling plan lacked sincerity. "A water dispenser component fell into the cup. The customer claims 1,000 yuan under the law, while the store proposes five cups of coffee as compensation. It is indeed hard to reach an agreement. Both sides lack sincerity."
Some netizens pointed out that inserting a straw too forcefully might also cause a plastic piece to fall off and become a "foreign object," but it may not necessarily be a problem with Luckin's product.
After all, as is well known, Luckin has very strict hygiene control requirements. On social networks, Luckin workers often "complain": "I almost thought I had joined to do cleaning. Washing my hands even made me dream at night about washing my hands."
In response, the official human customer service replied that it attaches great importance to this matter and will assign dedicated staff to handle it, but did not provide a clear compensation plan.
Overall, service industries related to food nowadays need to conscientiously fulfill food safety duties in accordance with laws and regulations and promptly monitor, warn about, and prevent food safety risks. I hope Luckin Coffee can strengthen its guarantees in service and quality in the future.
Image source: Internet
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The above content is compiled by CoffeeHunters, a coffee news website.
