Why Did the Luckin Coffee Cup Leak Cause a Dispute?

A customer bought coffee at a Luckin store, carried the sealed paper bag out, and within about 100 meters found the bag damaged and coffee staining her coat, pants and snow boots. She said the cup lid had no stopper or sealing sticker over the drinking hole, and the drink had soaked through the bag's bottom.

Luckin customer service reviewed store surveillance and said the employee made an obvious pressing motion during packing, calling it normal operation, and offered coupons rather than covering dry cleaning costs. The customer rejected that finding. Other users then reported similar problems, pointing to paper bags that weaken when wet and takeaway cups that leak easily, and called for more durable packaging.

Recently, a consumer posted on social media that after picking up a packed coffee at a Luckin store, the cup lid was not sealed, causing the coffee to spill and stain her coat, pants, and snow boots, sparking widespread discussion. After reviewing the surveillance footage, Luckin customer service stated that the employee's operation was normal and was only willing to compensate with coupons, refusing to fully cover the dry cleaning costs. After the incident went viral, many netizens shared similar experiences, pointing directly at issues such as Luckin's paper bags being easily damaged by water and takeaway cups leaking easily. Consumers are calling on the brand to switch to more durable packaging materials to ensure the safety of takeaway drinks.

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Recently, a post titled "Luckin Coffee's Mistake Ruined My Fur Coat" sparked widespread attention and discussion among netizens on social media.

According to the poster, she recently bought coffee at a Luckin store, picked up the paper bag packed by the staff, and left with her colleague. However, less than 100 meters from the store, she noticed the paper bag in her hand was damaged, and the coffee overflowing from the bag stained her coat, pants, and snow boots.

This sudden situation caught her off guard. The customer stated that after opening the sealed paper bag, she noticed that the cup lid had neither a stopper nor a sealing sticker, and the coffee had spilled from the open drinking hole, soaking through the bottom of the paper bag.

Therefore, the customer believed that the store employee made a mistake when packing the drink, failing to seal it properly, which led to the coffee spilling and staining her clothes. She then contacted customer service to give feedback. To her surprise, the compensation plan offered by customer service was only coupons, and they said they could not fully cover the dry cleaning costs of her clothes.

Shortly afterward, Luckin customer service contacted the customer again, stating that after reviewing the store surveillance, the staff member had made an obvious pressing motion during packing, which was normal operation, rather than the employee forgetting to seal the cup as the customer speculated.

The consumer did not accept the investigation result given by customer service and raised doubts, saying that she had not seen the specific surveillance footage and could not confirm whether the store's claim was true or whether the employee had actually secured the lid and sealed the drinking hole.

After the post was published on social media, it attracted a large number of netizens. Many supported the poster to pursue the matter to the end, suggesting checking the store surveillance through police reports and other means to confirm whether it was an employee oversight that caused the accident. If it was truly as the customer suspected, the store should apologize to the consumer for the work error and compensate for the corresponding dry cleaning costs of the clothes.

However, some people believed that after the consumer left the store with the drink, the drink in the paper bag might have been jostled during walking, causing the liquid to leak and stain the customer's clothes. So in their view, this situation was not entirely the fault of the Luckin store.

Apart from arguing about right and wrong, consumers who had experienced similar situations posted their own photos, saying that leaks from Luckin's takeaway cups are common. They said that although employees usually try to seal the drinking hole when packing, it is still difficult to guarantee that the drink will not spill during transport.

In addition, many users reported that the paper bags Luckin uses for drinks are of average quality and often fall apart when wet. There are many complaints and grievances from consumers on social media about Luckin's paper bags, with some saying that whether holding hot or cold drinks, this type of takeaway bag has a certain chance of "breaking in the middle" or developing holes at the bottom.

In the eyes of consumers, since the brand provides takeaway packing services, it should consider whether the packing materials are prone to damage and whether they can protect the drinks. They said that Luckin's kraft paper bags have received numerous complaints from users, so the company might as well listen for once and switch to durable, less easily damaged plastic bags, so that customers choosing takeaway won't have to worry about their drinks "escaping midway" while walking on the road.

Image source: Xiaohongshu

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