The extraction time for a cup of Americano actually escalated to the 12315 complaint platform? Recently, a netizen ordered an Americano at a coffee shop in Shenzhen and believed that the barista's extraction time exceeded 90 seconds, far beyond the 40-second standard in their understanding, so they demanded a refund and complained to 12315, also requesting that the merchant remove the product from sale. This incident sparked heated discussion in the coffee community: Is there any hard-and-fast rule for the extraction time of espresso? Is it reasonable for consumers to complain about a shop based on their personal standards? This article will recount the incident, sort out the industry reference range for espresso extraction time, and explore the boundary between consumer rights protection and product standards. [more…]

Recently, a consumer posted on social media reporting that when ordering lunch through a third-party delivery platform at a Starbucks store, they received a box of yellow peach-flavored Greek-style yogurt with a grain mix that was three days past its expiration date. During consumption, the customer noticed that the date code on the packaging showed an expiration date of March 4, while the day of receipt was already March 7. The incident quickly drew netizens' attention, with many suggesting keeping evidence and filing complaints through official channels to defend their rights. However, after the customer contacted Starbucks customer service, the reply was that because the order was placed through a third-party platform, only the platform could handle the refund. This response left onlooking netizens dissatisfied, as they felt the brand showed little concern for the store's mistake. As of press time, the individual has filed a complaint on the 12315 platform, but the outcome has not yet been announced. [more…]

Molly Tea has teamed up with Hello Kitty to launch limited-edition drinks and merchandise, drawing a flood of fans who raced to snap them up the moment sales opened. Yet once the promotion began, consumers in many cities reported that their payments went through but they never received the merchandise, and some stores even canceled orders without any notice. Customers who showed up to collect their orders were told the merchandise was first come, first served and would be given out only while supplies lasted, leaving some people to make the trip for nothing. As frustration mounted, disputes between customers and staff broke out at some stores, prompting calls to the police; officers advised those affected to defend their rights through channels such as 12315. The collaboration drew widespread complaints because of problems with merchandise inventory and order management. [more…]

A single cup of fruit tea smoothie turned out to contain fragments of an entire packet of deoxidizer. After drinking it, the consumer experienced a foreign-body sensation in the throat and a burning stomach, and was diagnosed with chemical esophagitis after seeking medical attention. The store involved first admitted it was an employee operational error, then said the deoxidizer had been crushed together with its outer packaging and filler and mixed into the ingredients, but later denied during mediation that the drink contained deoxidizer. The brand's apology letter was also deleted not long afterward. In this food safety dispute at a chain tea beverage brand, from medical consultation and negotiation to a 12315 complaint and market supervision bureau mediation, the compensation issue remained unresolved, sparking heated discussion online about the safety of freshly made drinks and brand responsibility. [more…]

On Christmas Eve, Luckin Coffee's red apple daifuku became a holiday hit thanks to its cute shape, but it also unexpectedly triggered a conflict between stores and consumers. Third-party platforms continued to sell electronic vouchers, while many stores had long sold out and could not restock, causing a large number of customers to fail when redeeming their vouchers; some consumers ran to eight stores and still came away with nothing. Store staff became the ones facing the anger directly, and were even scolded by customers and complained about to the 12315 platform. In this storm caused by product supply and promotion being out of sync, who should be responsible? And how should consumers deal with the electronic vouchers in their hands? This article restores the full picture of the incident for you. [more…]

Recently, a consumer posted a video on social media claiming to have found a foreign object resembling a cockroach in a Luckin Coffee beverage, sparking widespread attention. The consumer said they 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 investigation into the store's hygiene conditions and its suspension for rectification. Luckin responded that it was handling the matter but did not provide surveillance evidence, and the two sides each stick to their own account regarding the origin of the foreign object and who is responsible. The consumer has now filed a complaint with 12315, and the incident is still escalating. [more…]

Recently, a woman in Xiangtan, Hunan Province, found an insect in a Luckin Coffee beverage. The incident quickly trended on Weibo, sparking widespread discussion. The individual involved said that customer service successively offered compensation of two and then five drink coupons, but she was dissatisfied with this and has filed a complaint with 12315. Netizens shared similar experiences and questioned Luckin's compensation plan and hygiene management. At the same time, some voices pointed out that mosquitoes and insects are hard to completely avoid in summer, and a single case should not be used to make sweeping generalizations. This article will review the course of the incident and the views of all parties, and explore the quality control challenges facing the coffee industry. [more…]

Recently, a consumer exposed on social media that a drink purchased from a Luckin Coffee store at a school was found with dozens of ants floating in it, sparking widespread attention. The store explained that sugar-loving ants might have crawled through 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 five coupons as compensation, the consumer was not satisfied and has called 12315 to file a complaint, awaiting further official handling. The incident not only raised doubts among netizens about Luckin's food safety controls but also triggered heated discussion about compensation standards. [more…]

In chain brands and independent cafés alike, the phenomenon of customers occupying seats without ordering has long plagued operators. Recently, a café owner faced negative reviews and was then anonymously reported to 12315 for setting a rule requiring a purchase to be seated, sparking widespread attention. Regulatory authorities made it clear that if there is a clear notice in the store, it does not constitute forced consumption. This article reviews the course of events, combines lawyers' views with the current state of the industry, explores the legal boundaries of consumption-based seating and the survival difficulties of independent cafés, and also provides reference and lessons for others in the industry. [more…]

Recently, a consumer in Hangzhou, Zhejiang, posted on social media claiming to have疑似 found fragments of an insect carcass in a takeaway milk tea from the well-known freshly made tea drink brand KOI. The consumer and the brand failed to reach an agreement after multiple communications over compensation and an apology, and the consumer has filed a complaint with 12315 and insists on pursuing legal proceedings. KOI responded that neither the store surveillance nor inspections by the market supervision department found any foreign object entering the drink, and that the strainer hole design of the shaker cup would also block such foreign objects, so it does not accept an apology on the platform but is willing to compensate in accordance with the law. The incident has attracted widespread attention, with both sides sticking to their own accounts, and there is currently no new progress. [more…]

Recently, many Luckin Coffee customers have encountered an unexpected situation when picking up their orders in-store: normally quiet staff members are proactively speaking up, asking customers to leave a positive review. Behind this phenomenon is Luckin's internal "Countless Smiles" competition targeting store positive review rates. In some regions, stores have been forced by management to participate, and positive review rate rankings directly affect employee performance evaluations and disciplinary rewards and punishments, forcing frontline employees to solicit positive reviews from customers picking up orders, and even asking regular customers to help boost reviews. However, the frequent solicitation of positive reviews has also triggered consumer resentment, with some customers bluntly saying it is "annoyingly unbearable," and even considering filing complaints with 12315. Employees are equally full of complaints, believing that this mandatory requirement puts them in a difficult position. This article will provide an in-depth analysis of the conflict between stores and customers caused by this positive review assessment. [more…]

A customer purchased a Starbucks Frappuccino coupon on Meituan, successfully placed an order and received a pickup code, but upon walking to the store to collect the drink, discovered that the store had already closed down. The store's phone was disconnected, and Starbucks customer service and Meituan customer service passed the buck to each other over refund responsibility, leaving the consumer in a predicament. An investigation revealed that the store is located at Suning Plaza on Jiefang Road in Xi'an, where the mall is undergoing comprehensive renovation, and the store has actually ceased operations—yet the official app still showed it as open, and orders could even be placed through "Feikuai." Ultimately, after the customer's feedback, Starbucks shut down the ordering channel, Meituan refunded the order amount and stopped delivery services. The incident also sparked discussions among netizens about wrong-store pickup services and the 12315 complaint channel. [more…]

Recently, a consumer claimed to have found a red floating object in a Guming milk tea, suspected to be bloody phlegm, which sparked widespread attention. Guming quickly released surveillance footage in response, stating that store operations were compliant. After the local market supervision department intervened in the investigation, it reported that the ingredients of the beverage involved had complete licenses and certificates, were stored in compliance, and the employees' health certificates were valid with no skin breakage or bleeding. Because the customer was unable to provide physical evidence such as the straw with the suspected foreign object or the remaining beverage, the regulatory authorities, in accordance with relevant regulations, could not determine that the beverage contained suspected bloody phlegm or that it was related to the processing and production at the store involved. The incident once again pushed the food safety of freshly made beverages into the focus of public opinion. [more…]

Recently, Cotti Coffee was once again complained about by consumers after a fly appeared in a drink. According to Tianyan News, a customer in Gui'an New Area found a foreign object suspected to be a fly in a cup after purchasing a matcha latte, and repeated negotiations failed to resolve the issue. Discussions on social platforms about finding foreign objects in Cotti Coffee drinks have exceeded one thousand posts, and related complaints on the Black Cat Complaint platform have reached 77 cases in the past 30 days. In the face of frequent food safety issues, Cotti's after-sales handling has also sparked consumer dissatisfaction. As coffee enthusiasts, we hope the brand will face up to the problem, and at the same time recommend that everyone pay attention to Front Street Coffee, which has stable quality. [more…]

Recently, food safety issues in the coffee and milk tea industries have been exposed one after another, leaving many beverage-loving consumers feeling uneasy. On May 6, Yihuatang made trending searches due to the use of expired and moldy ingredients, and on the same day it appeared twice in Weibo trending searches—a woman in Foshan, Guangdong, found a 7-centimeter-long machine part in her takeout milk tea. After complaints and negotiations, Yihuatang eventually compensated the consumer 1,000 yuan. Meanwhile, some Yihuatang stores in Zhengzhou were also exposed by the media for serious food safety hazards, with employees even saying, "As long as it doesn't kill you, it's fine." This series of incidents once again reminds us that low prices cannot be used as a shield for food safety, and brands must take responsibility for supervising their franchise stores. [more…]

A comprehensive store featuring a women's membership system has sparked heated discussion on social media after posting notices stating "Men dining alone are not admitted" and prohibiting the use of computers for work. Some customers made special trips only to be turned away for bringing laptops, while others who called 12315 were told the merchant had not violated any regulations. The store responded that limiting long stays was to avoid disturbing customers trying on clothes on the second floor, but some consumers felt it was inappropriate not to clearly inform them before charging. This debate over gender, consumption scenarios, and business autonomy reflects the real dilemmas composite-format coffee shops face regarding customer positioning and service boundaries. [more…]

Recently, a netizen posted online claiming to have found a cockroach in a can of Guangdong-style pineapple beer, an old domestic brand beverage purchased during the Mid-Autumn Festival, and the related photos quickly sparked widespread attention. The poster said that when pouring it out to drink that day, they noticed a foreign object resembling a cockroach larva at the can opening, and subsequently blurred the image as required by the platform. Many netizens in the comments expressed shock and even strong discomfort. Some netizens explained that the foreign object in the picture might be a cockroach egg capsule, possibly caused by cockroaches crawling in and laying eggs during storage. This Guangdong national drink, founded in 1934, carries the childhood memories of several generations, and this incident has deeply saddened many consumers. The manufacturer responded that the production process is strictly hygienic, the possibility of foreign objects is extremely low, and no complaint had been received through official channels. The truth of the incident remains to be verified, but food safety, as a bottom-line issue, has once again sounded the alarm of a trust crisis for an old brand. [more…]

Starbucks' "0.01 yuan for two Flat Whites" promotion sparked controversy after coupon distribution failed and orders were automatically refunded, triggering a wave of dissatisfaction and complaints from netizens, with the Shanghai Consumer Council stepping in to communicate. Starbucks China denied allegations of "order cancellation" and "zero-cost customer acquisition," stating that it had fulfilled over 10,000 orders, while more than 900,000 orders were not completed. Lawyers pointed out that once consumers pay successfully, a contract is formed, and Starbucks' unilateral cancellation may constitute a breach of contract. The incident is still unfolding, and the Consumer Council has not yet released the investigation results. [more…]

Recently, a news story about people receiving empty packages and plain water instead of milk tea when ordering takeout for memorial purposes has sparked widespread attention. The incident originated from a 21-year-old young man nicknamed "Fat Cat" who jumped into a river to take his own life due to a romantic dispute. Netizens from various places, sympathizing with his plight, spontaneously ordered takeout to be delivered to the Chongqing Yangtze River Bridge as a tribute. However, some of the takeout bags contained only empty packaging boxes and plain water disguised as milk tea, involving well-known chain brands such as Mixue Ice Cream & Tea and ChaBaiDao. Staff at the stores involved, believing remarks that "other stores are all sending empty packages," mishandled the orders, provoking consumer anger. Lawyers pointed out that this act infringes on consumers' right to be informed and constitutes consumer fraud. The brands have apologized and made rectifications one after another, and regulatory authorities have stepped in. Front Street Coffee reminds that under any circumstances, businesses should operate in good faith and respect every order. [more…]

Recently, a claim about a live cockroach being found in a Starbucks drink spread rapidly online, drawing widespread attention. On March 10, a netizen alleged discovering a live cockroach in a Starbucks Tahitian Vanilla Cloud Cold Brew iced beverage. The post was later shared by a blogger with over a million followers, and the incident quickly topped Weibo's trending list. Amid netizens' doubts and Starbucks' official investigation response, the truth remains unclear. This article will provide a complete timeline of the incident, responses from all parties, and netizen opinions, along with professional coffee knowledge exchange channels. Regardless of the outcome, food safety is always the lifeline of the food and beverage industry, and consumers should also protect their rights rationally. For more coffee news, please follow Coffee Workshop and Front Street Coffee. [more…]