What happened in the Luckin Coffee foreign object complaint?

A consumer says a cockroach-like object turned up in a Luckin Coffee drink ordered through the mini-program. The two beverages, Light Jasmine and Raw Coconut Latte, sat sealed in the car for hours before being opened at 8 p.m. The customer filmed the object, complained to the store and headquarters, and asked for a hygiene inspection and a business suspension for rectification.

Luckin says the matter is being handled but has not provided surveillance evidence, so the two sides disagree over where the object came from and who is responsible. The customer has filed a complaint with 12315, and the case is still escalating. The store manager argued that too much time had passed between the order and the discovery.

Recently, a consumer posted a video on social media claiming to have found a suspicious cockroach-like foreign object in a Luckin Coffee beverage, sparking widespread attention. The consumer stated that they only drank it several hours after picking it up, and upon discovering the foreign object, immediately filmed a video and contacted the store and headquarters to complain, demanding an inspection of the store's hygiene conditions and suspension of business for rectification. Luckin responded that the matter is being handled, but did not provide surveillance evidence, and both sides are at odds over the origin of the foreign object and the attribution of responsibility. Currently, the consumer has filed a complaint with 12315, and the incident is still further escalating.

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Recently, a consumer posted a video online claiming to have found a suspicious cockroach-like foreign object in a cup of Luckin Coffee, which quickly drew attention from many netizens.

On December 21, the consumer posted a detailed account on social media: the afternoon before, he ordered two beverages through the Luckin mini-program, namely Light Jasmine and Raw Coconut Latte. Because he needed to drive at the time, he did not drink them immediately after pickup, but placed the beverages on the center console storage rack in his car. "After reaching the destination, I didn't take them because it was cold outside, and kept them on that cup holder the whole time. The seals stayed closed the entire day, and I didn't touch them."

It was not until 8 p.m., while waiting at a red light, that he picked up the coffee and drank it. "When I drank it, I found a foreign object inside, so I spat it out. At the time I thought, how could there be a foreign object in coffee? As soon as I spat it out onto the cup lid, I saw it looked like a cockroach. I immediately took out my phone and recorded a video."

Because he was very angry at the time, after filming the video he casually threw that cup of coffee away. It was not until the next day that he took the photo of the foreign object to the Luckin store where he had placed the order to complain. But the store manager said that because too much time had passed between the actual order time and the discovery of the cockroach, they did not believe the foreign object came from the store. In response, the person who exposed the matter wanted to view the surveillance footage from when the beverage was made, but the other party said they did not have the authority to retrieve it and needed to apply to a higher level, and provided the contact number for Luckin headquarters.

(Video screenshot)

After calling Luckin headquarters to report the situation, he followed the prompt to open the after-sales text message link sent by the brand and uploaded the photo of the foreign object. Regarding this matter, he raised two demands: first, Luckin needed to check whether the store's hygiene met standards and whether its operations were compliant, because as of before his post he had not received any evidence from the other party; second, if the store did indeed have hygiene problems, it should suspend business for rectification and apologize to him.

On December 22, a media reporter contacted the Luckin store where the poster had placed the order. The store manager said they were aware of the complaint issue, "Because I can't speak on behalf of Luckin, we don't have the right to answer your question. You can contact our public relations department."

The reporter then called Luckin Coffee's after-sales customer service hotline. The customer service representative said, "There is indeed a picture of this foreign object. At present, this issue is being handled by our specialist calling the customer back. But I haven't seen the result of the callback yet, so it should still be under handling."

The poster said that he did indeed receive a call from Luckin's after-sales customer service that day, and the solution proposed by the other party was: refund the order cost back to the original payment method, including the coupon used, plus compensate with 5 more coupons, and promise to strengthen store supervision, but he rejected all of these.

Regarding the two demands he raised at the time, customer service told him on the phone that the store investigation found no problems; as for the evidence the poster wanted (video surveillance), the other party said it could not be provided. In response, he said he did not want compensation, but hoped Luckin could verify whether the store's hygiene met standards, "Because this store has been operating the whole time, (if it is not investigated and resolved), won't this kind of situation happen again later?"

At present, the poster has also filed a complaint with the local 12315.

Image source: online screenshot

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