What happened in the Luckin Coffee badge incident?

A customer reported finding an employee badge at the bottom of a Luckin Coffee cold drink ordered on September 28. After media inquiries, the store confirmed that an employee named on the badge had lost it, speculating that a loose pin let it fall into the cup without being noticed during the morning shift.

Social media posts about foreign objects in Luckin drinks, including flying insects, raw material packaging, and equipment parts, are not uncommon. Stores typically respond with refunds plus coupons, which some customers see as an insufficient approach to food safety and after-sales handling. The case has renewed debate over consumer rights protection at chain coffee brands.

Recently, a video about finding an employee badge in a Luckin Coffee drink sparked attention on social media. According to a netizen's report, while drinking a Luckin cold beverage, they found a staff badge printed with an employee's name at the bottom of the cup. After media verification, the involved store admitted that an employee had indeed lost a badge, speculating that a loose pin caused it to fall into the drink. Meanwhile, posts on social media about foreign objects such as flying insects, raw material packaging boxes, and equipment parts appearing in Luckin drinks are not uncommon, and stores mostly compensate consumers with refunds plus coupons, raising questions among some customers about the brand's attitude in handling such matters. Some consumers shared their rights-protection experiences, ultimately reaching satisfactory solutions through negotiation. This series of incidents once again pushed the food safety and after-sales handling of chain coffee brands into the focus of public opinion.

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On September 28, a netizen with an IP location in Henan uploaded a video, claiming that while drinking a Luckin cold beverage, they found an employee badge at the bottom of the cup.

From the video footage, it can be clearly seen that the coffee in the netizen's hand was ordered on the morning of September 28, and at the bottom of the already-consumed takeaway cup lay a Luckin employee badge printed with the words "BiaoBiao." The reporter attempted to contact the video poster but was unable to get in touch.

Subsequently, based on the public videos the netizen regularly posted, the reporter inferred the possible location of the Luckin store and called four local stores one by one for verification, ultimately identifying the involved store. The store owner confirmed that an employee had indeed lost a badge. The owner introduced that "BiaoBiao" is an employee at the store, responsible for the morning shift on the 28th.

The other party also stated that they had learned from the employee that the badge pin might have loosened that day, causing it to accidentally fall, but the employee did not notice the badge falling into the drink.

On social media, the number of posts about finding foreign objects in Luckin Coffee is not exactly small. Most customers discover foreign objects such as flying insects mixed into the drink during consumption, but occasionally there are also items like raw material packaging boxes, equipment parts, and drink label stickers that employees accidentally drop during preparation.

Although netizens can understand that workers occasionally make oversights, and these foreign objects falling into cups are mostly unintentional mistakes by staff during preparation, some also pointed out that when encountering such situations, Luckin stores mostly compensate consumers by refunding orders and giving coupons, rather than providing reasonable compensation in accordance with relevant regulations, which makes people feel that the brand lacks sufficient attention to such incidents.

Recently, a consumer who found a flying insect in their drink shared their rights-protection experience. She stated that she first complained through a third-party platform, and the next day received a "refund + three coupons" solution from customer service. After she refused, the other party then said they were willing to compensate 50 yuan in cash. Later, after communicating with the offline store, the customer said they ultimately reached a solution they had hoped for.

The customer believes that as a merchant, when encountering such food safety incidents, Luckin should respect consumers' opinions and feelings, respond promptly, refund the order amount, and provide reasonable compensation to consumers, rather than fobbing customers off with a few coupons.

Many netizens expressed support for this view. They said that for customers who find foreign objects in their drinks, perhaps they just hope the merchant can admit the mistake and apologize, and then receive economic compensation as stipulated by the Food Safety Law.

As of now, the store manager of the involved store said that the customer who found the employee badge in their drink has not yet contacted the store. The other party stated that if contact is made, the store will negotiate with the customer and handle follow-up matters according to the consumer's wishes.

Image source: Internet

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