What happened in the luckin coffee ant complaint case?

A consumer reported finding dozens of ants in a drink bought from a Luckin Coffee store on a school campus, and posted photos on social media. The store said sweet-loving ants likely entered through the pipes into the syrup bottle, and that the order was the first cup of the day, so staff did not notice. Luckin customer service offered five coupons as compensation.

The consumer rejected the coupon offer and filed a complaint through 12315, awaiting an official resolution. The store apologized and promised to disinfect and replace the syrup. The case has renewed questions about food safety controls at the coffee store chain and about what compensation standard should apply when a drink is contaminated, with many commenters urging the customer to keep pursuing the claim.

Recently, a consumer exposed on social media that dozens of ants were actually floating in a drink purchased from a Luckin Coffee store on a school campus, sparking widespread attention. The store explained that sweet-loving ants may have crawled along the pipes into the syrup bottle, and since this order happened to be the first cup of the day, the staff failed to notice in time. Although the store has apologized and promised thorough disinfection and replacement of the syrup, and Luckin's customer service also offered compensation of 5 coupons, the consumer was not satisfied and has called 12315 to file a complaint, waiting for the official follow-up resolution. The incident not only made netizens question Luckin's food safety controls, but also triggered heated discussion about compensation standards.

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Recently, a customer posted online reporting that a drink purchased from a Luckin store on campus had a food safety issue.

The customer posted photos and described that after receiving the drink that morning, she originally planned to open the lid and pour it out to drink. Unexpectedly, as soon as she opened the lid, she saw dense small black dots floating on the surface of the liquid. Looking closely, those black dots were all ants, a small number attached to the cup lid, and the vast majority soaked in the drink.

This scene left the consumer both shocked and angry. She immediately contacted the store staff, explained what she had encountered, and hoped they could give an explanation and handle it properly.

Netizens who saw the post expressed support for the consumer defending her rights. Many commented that they had also drunk flying insects and other foreign objects in Luckin drinks, and suggested that the customer report it through 12315, which might lead to a faster resolution.

However, some also questioned the source of the ant corpses on the liquid surface. In public perception, Luckin has always been strict about food safety, the bar is usually clean and tidy, and employees must operate according to standards, so logically such a serious oversight should not occur.

Some netizens also pointed out that with so many ants appearing in the drink, employees should have noticed something unusual when packing it. After all, as a Luckin employee said in the comments, once a store is complained about by a customer over a food safety issue, the harshest punishment is dismissal of the entire store, so it is unlikely that employees would be careless enough to hand a drink with dozens of floating ants to a customer.

Just as everyone was discussing "where the ants in the cup came from," the customer received a reply from the store involved.

The store admitted that staff negligence led to the consumer seeing ants upon opening the lid, and believed that sweet-loving ants may have crawled along the pipes into the bottle storing syrup. Since this customer's order was the store's first cup of the day, the staff did not notice the abnormality in the syrup bottle right away when making it, and thus added syrup mixed with ants to the drink.

Although it was an accidental situation, the store staff apologized to the customer after discovering the problem and said they would replace the entire bottle of syrup and disinfect the operating bar again to prevent similar situations from happening again. Luckin customer service also contacted the consumer by phone and proposed a compensation plan of 5 coupons.

However, the customer was not satisfied with this plan and said she had called 12315 to report it, leaving the relevant department to investigate the store involved. She said she is still waiting for the official follow-up compensation plan.

Netizens supporting the consumer's rights protection believe that this food safety accident was serious. Although the store has apologized many times and taken it as a warning, the compensation method proposed by customer service is somewhat inappropriate. The order should be refunded in accordance with relevant laws and regulations, and the consumer should be given reasonable financial compensation, rather than fobbing off the harmed customer with a few coupons.

Image source: Xiaohongshu

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