What Do Luckin Coffee Customers Complain About?

Luckin Coffee, China's largest chain by store count and sales, collects a steady stream of unusual negative reviews. Complaints include the drink freezing a customer's hands, a latte not having two layers, a label stuck on crooked, and one reviewer who wrote satisfied while still leaving a low rating. Staff say the reviews often have little to do with the actual product.

The screenshots, shared widely on Xiaohongshu, reflect a broader pressure in food service: review scores are tied to staff performance, so every baffling complaint carries consequences for frontline workers. Chains and independent coffee stores alike face the same dynamic once they serve a mass market. The posts have prompted calls for customers to be more understanding before posting a review.

In the food service industry, coffee shops have to face all kinds of customer feedback every day, and negative reviews are undoubtedly the most exasperating part of it. As a chain brand far ahead in both store count and sales in China, Luckin Coffee has received some truly absurd negative reviews. From "froze my hands" to "my ex," from "the label wasn't stuck on straight" to "because he's too handsome for me," these reviews not only catch staff off guard but also reflect the pressure frontline employees bear now that review systems are tied to performance. This article compiles those hilarious yet heartbreaking Luckin negative review screenshots from Xiaohongshu, and while laughing, also calls on consumers to be more empathetic. One less negative review, one less heartbroken person in the world.

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As part of the food service industry, all coffee shops inevitably encounter various challenges in daily operations—sales, complaints, and the ever-unavoidable negative reviews. Whether it's a major chain or an independent shop, as long as you serve a broader consumer market, any detail that fails to satisfy a customer can trigger an unexpected negative review.

As China's number one coffee chain, with stores and sales ranking at the top, Luckin receives countless absurd negative reviews daily, catching staff completely off guard. Open Xiaohongshu, search keywords like "brand negative reviews," and a pile of both hilarious and frustrating screenshots appears before your eyes—from service to taste, from price to presentation. Stringing together all these baffling reviews is practically a blood-and-tears history of modern workers.

"Froze my hands"

Worker's inner monologue: Not like we can turn ice into hot, right?

"Tastes cheap"

Worker's inner monologue: Don't dare to argue

"Drank it and got a stomachache" "It was this cup, I just reviewed the other one by mistake"

Worker's inner monologue: One isn't enough, you gotta add another???

"Isn't a latte supposed to have two layers? Why did you stir my milk???"

Worker's inner monologue: Maybe go ask Newton

"The WiFi was down and wasn't fixed in time, the 'Today's Good For xxx' screen didn't appear"

Worker's inner monologue: Isn't this a bit too ridiculous...

"Satisfied"

Worker's inner monologue: Wait, you're satisfied, so why leave a negative review???

"Too many ads"

Worker's inner monologue: Luckin, you heard that, right?

"I saw the staff pouring hot water into a cup, turns out it was mine"

Worker's inner monologue: That's a standard hot Americano...

"Didn't unwrap the straw for me, negative review"

Worker's inner monologue: I'll unwrap it, I'll unwrap it, okay?

"Don't like it, fell asleep immediately after drinking it!!"

Worker's inner monologue: After laughing, I want to cry

"The label wasn't stuck on straight"

Worker's inner monologue: Someone's OCD is a bit severe here~

"I didn't order from this store!!"

Worker's inner monologue: Can I please not take the blame for this?

"Was this made by a newbie? There's no coffee in it at all"

Worker's inner monologue: Is there any chance this drink doesn't contain coffee?

"The delivery took over an hour and still didn't arrive"

Worker's inner monologue: Excuse me, you placed a self-pickup order

"My girlfriend drank the first sip"

Worker's inner monologue: Don't dare to say anything

"Ran into my ex"

Worker's inner monologue: Say no more, let me go cry for a bit

"Asked for the WiFi password, staff said there's no WiFi"

Worker's inner monologue: Is playing on your phone really that essential?

"In this heat, no ice is just absurd"

Worker's inner monologue: Come come come, here's the apron, you make it!!!

"I'm just not in a good mood"

Worker's inner monologue: A bad mood doesn't disappear, it just transfers

"One-tenth is coffee, nine-tenths is coconut water"

Worker's inner monologue: That's espresso though~

"Feels like they're working so chaotically, like they're fighting a war"

Worker's inner monologue: Look, we're literally in the middle of "combat" right now!!

"This door design is really terrible"

Worker's inner monologue: I'm broken

"Because he's too handsome for me"

Store manager inner monologue: Speechless on the outside, snickering on the inside

Nowadays, just about any social platform or consumer platform has a review function. The original purpose of these reviews was to let merchants and consumers interact—consumers can point out shortcomings and build online reputation and first impressions. But with market trends, both negative and positive reviews have become the public's standard of judgment, and negative reviews have undoubtedly become the "rod" that drives away new customers.

As for the personnel management system of chain brands, reviews are directly tied to performance. Too many negative reviews means not only "punishments" like being made to copy texts as discipline or having points deducted, but most importantly, salary may also be affected. Therefore, as a consumer, whether leaving a review or in daily interactions, we should be more empathetic. Everyone is just trying to make a living. If there's a problem, try communicating through dialogue—I believe the vast majority of employees are willing to meet customer requests within their ability.

You know, one less negative review means one less heartbroken person in the world.

Image source: The Luckin worker who can't laugh anymore

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The above content is compiled by CoffeeHunters, a coffee news website.