Recently, a customer exposed on social media that the Gu Ming milk foam she received actually contained a box of white powder, which tasted abnormal after being brewed and was suspected to be detergent. The store initially denied it, but later admitted that an employee had put in the wrong topping, and offered compensation of 10 coupons and coverage of medical expenses. Since the customer had no physical harm and did not seek medical treatment, she accepted the compensation and asked the staff to sing as an apology. The incident sparked heated discussion among netizens, who believed that the store's handling lacked sincerity and showed insufficient awareness of the severity of a food safety accident. [more…]

Recently, a Xinyang netizen exposed that a drink purchased at a Luckin Coffee store on campus had a fly settled at the bottom, sparking widespread attention. The consumer refused the store's initial offer of a free drink and a complimentary beverage, demanding compensation in accordance with the law. Luckin's after-sales service called multiple times, offering coupons, and was even accused of implying that the consumer had put the foreign object in themselves. In the end, the employee involved was fired, and the consumer received 500 yuan in compensation. This is not the first time Luckin has been embroiled in a food safety scandal; there have previously been incidents involving foreign objects such as work badges and ants. At a time when competition in the tea beverage market is white-hot, a brand's sincerity in handling problems has become key to consumer trust. This article reviews the course of the incident and the legal basis, and includes related recommendations from Front Street Coffee. [more…]

Recently, a video about finding an employee badge in a Luckin Coffee drink has drawn attention on social media. According to a netizen's post, while drinking a Luckin cold beverage, they discovered an employee badge with a staff name printed on it at the bottom of the cup. After media verification, the store involved admitted that an employee had indeed lost a badge, speculating that a loose pin caused it to fall into the drink. At the same time, 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, triggering some customers' doubts about the brand's attitude in handling such matters. Some consumers have shared their experiences of defending their rights, ultimately reaching a satisfactory solution through negotiation. This series of incidents has once again pushed the food safety and after-sales handling of chain coffee brands into the focus of public opinion. [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 Fuzhou branch of the chain tea brand Bao Zhu Gong became embroiled in a public opinion storm over an ordinary customer complaint dispute. A consumer claimed that after their milk green tea was made incorrectly, they received a refund and coupon compensation, but then got into an argument with the store over the usage rules. Subsequently, comments appeared that seemed to be from an employee leaking information, claiming that management fired all store staff because of the customer complaint, and even dredging up an old issue where a student employee had previously been fined 1,000 yuan. The incident quickly escalated, with tens of thousands of comments forcing the original post to be deleted. At noon today, an account claiming to be the owner of the store involved issued a statement, saying that the online rumors were all false and that the person involved had gone to the police station to give a statement and file a report. What is the truth? Front Street Coffee takes you through the full picture of the incident. [more…]

Recently, a Sam's Club store in Nanjing was exposed by a consumer: a full case of blood orange chia seed juice tea beverage they purchased contained two foreign objects, one large and one small, despite being unopened, and the smaller piece was suspected to be black mold. After the consumer's communication with the store yielded no result, Sam's national customer service only offered compensation in the form of a coupon of equivalent value. This is not the first time Sam's Club has been embroiled in a food safety controversy; previously, Shenzhen, Changzhou, and other places also reported incidents one after another, including insect eggs attached to milk and teeth found in fresh meat mooncakes. Complaints of this kind are common on social platforms. Data from the Black Cat Complaint platform shows that in September alone, Sam's Club received 70 complaints, many involving food safety. As a high-end membership store under Walmart, Sam's quality control problems are arousing concern among more and more consumers. [more…]

Recently, there have been many complaints on social media about Starbucks delivery drinks not being filled to the top, involving the Mousse Espresso series, drinks with cream on top, and some hot beverages. Images shared by netizens show that upon delivery, the liquid level is noticeably lower than in-store offerings. A customer used a buy-one-get-one coupon to purchase two Rum Mousse Espresso Lattes, and one of them was not full. Customer service only compensated with a 10-yuan delivery coupon. Starbucks officially explains that the top of the Cloud Macchiato series is made by whipping light cream with milk, while the Mousse Espresso series involves whipping espresso into a mousse texture. For these drinks, the milk foam or coffee foam dissipates over time, and the ordering interface also reminds customers to drink them promptly. Consumers hope the official will pay attention to the consistency between delivery and in-store offerings, or consider not listing such drinks on delivery platforms. Front Street Coffee continues to monitor coffee industry trends and brings you professional insights. [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…]

The trademark and unfair competition dispute between Chayan Yuese and Chayan Guanse has finally reached a阶段性 result. The Tianxin District People's Court of Changsha ruled in the first instance that Chayan Guanse lost the case and must stop the relevant infringing publicity and compensate Chayan Yuese 1.7 million yuan in total for economic losses and reasonable legal costs. This years-long tug-of-war over rights protection, from Chayan Guanse taking the initiative to sue Chayan Yuese, to Chayan Yuese resolutely filing a counterclaim and ultimately winning, has been full of twists and turns. Founded in 2013, Chayan Yuese is a well-known local milk tea brand in Changsha, featuring a Chinese style and adhering to a direct-operation model for a long time. It was only in 2020 that it expanded beyond Changsha to Wuhan, Shenzhen, and other places. After winning the case, the brand announced that it would issue discount coupons to members in celebration. This article sorts out the ins and outs of the case, the brand's development history, and the background related to its Logo design, providing a comprehensive interpretation for coffee and tea beverage enthusiasts. [more…]

Recently, a consumer ordered a half-baked cheesecake from Luckin Coffee, only to find that the product had expired for over two months. The consumer demanded 1,000 yuan in compensation based on the Food Safety Law. Luckin's customer service initially offered only ten coffee coupons, then raised it to 300 yuan plus ten coupons, both of which were rejected. The incident sparked widespread discussion, with many Luckin employees revealing that light food products should strictly follow first-in-first-out and daily inspections. The fact that this expired item went undetected for two months reflects obvious loopholes in store food safety management. Ultimately, Luckin completed compensation at the statutory amount by noon the next day. This article will review the incident, the legal basis, and industry management practices, and include related recommendations from Front Street Coffee. [more…]

A super value 5-time card launched on Luckin Coffee's Tmall flagship store quickly triggered a buying frenzy because it was priced as low as 13.77 yuan for any 5 cups chosen from 15 classic drinks. However, in the early hours of the next day, many consumers had their orders forcibly refunded by the platform on the grounds of "no longer wanted" without any refund operation on their part, and some, although shown as shipped, did not receive the electronic vouchers. Luckin later explained that a system configuration error had triggered automatic refunds and offered a 32-yuan drink voucher as compensation. But some consumers were not convinced, believing that the brand's unilateral cancellation of the contract amounted to a breach of contract or even fraud, and have filed lawsuits in court demanding reasonable compensation. The incident exposed the performance risks in the sale of electronic discount vouchers and the issue of consumer rights protection. [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 consumer exposed on social media that she found several still-wriggling live maggots in a meteorite-series drink she bought at Luckin, by which time she had already drunk more than half the cup. The store involved responded that surveillance showed no abnormalities in either operations or material storage, and proposed three drink coupons as compensation, but the customer explicitly refused. This is not the first time Luckin has been caught up in a storm over insect foreign objects; several similar incidents were exposed last year. As the incident continues to ferment, market regulators have stepped in, and the consumer has yet to receive any further official communication. Food safety has once again become an unavoidable core issue for the beverage industry. [more…]

Recently, a video of a conflict between a Starbucks employee and a customer has drawn attention on social media. In the video, the employee, who refused to sell cold brew concentrate—a semi-finished ingredient—on its own, was fiercely insulted by the customer and nearly came under physical attack. After the incident came to light, netizens expressed sympathy for the employee and discussed topics such as how the brand handles customer complaints and how employee rights are protected. Many current employees also shared similar experiences, pointing out that the company often smooths things over by issuing coupons, which may encourage malicious complaints and leave frontline staff disheartened. [more…]

520 was a great opportunity for merchants to promote sales through livestreams, yet Good Tea's Douyin livestream room sparked widespread consumer dissatisfaction after orders were automatically refunded by the system following a rush to grab coupons, and the topic quickly trended on Weibo. Although the company issued an apology and promised compensation, many netizens still said they were not buying it. The next day's livestream had to be postponed, and the system recovered slowly. Notably, this was already Good Tea's third brand trust crisis in 2022, after earlier exposures and penalties over food safety and tax evasion. Consumers are still waiting for a satisfactory answer on how the incident will develop further. [more…]

Recently, a consumer posted a video on social media claiming to have found black thread in a black garlic and meat floss sandwich biscuit purchased from Sexy Tea, sparking widespread attention. The video shows black threads resembling sewing thread mixed into the biscuit's filling layer, connecting the broken pieces together. After the poster reported the issue to customer service, the brand required the problematic biscuit to be mailed back before compensation would be provided—a solution that drew opposition from many netizens who worried about the loss of evidence. Previously, other consumers had reported finding foreign objects such as hair, insects, and even screws in Sexy Tea snacks, with after-sales handling mostly involving mailing back the product in exchange for gift packages or coupons, rarely providing financial compensation as required by regulations. As the incident continues to escalate, discussions about the reasonableness of merchants demanding the return of evidence and the protection of consumer rights are intensifying. [more…]

For professional coffee knowledge exchange and more coffee bean information, please follow Coffee Workshop (WeChat public account: cafe_style) For more specialty coffee beans, please add the personal WeChat of Front Street Coffee (FrontStreet Coffee), WeChat ID: qjcoffeex Recently, Luckin Coffee has been thrust into the spotlight over price discrepancies for its cheese latte. Some consumers reported that the same drink was priced vastly differently across accounts, ranging from 9.9 yuan to 18 yuan, sparking allegations of "big data price discrimination against existing customers." Luckin officially responded that the price differences stem from store operating costs and randomly issued system discounts, denying any price discrimination. However, this is not the first time Luckin has fallen into such controversy; as early as 2021, the media exposed similar cases. This article will sort through the course of the incident, the views of various parties, and the industry background, to explore the issue of price fairness in online consumption. [more…]

Recently, a consumer posted on social media that after picking up a packed coffee at a Luckin store, the cup lid was not sealed properly, causing the coffee to spill and stain their 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. As the incident gained traction, many netizens shared similar experiences, pointing directly to issues such as Luckin's paper bags being prone to falling apart when wet and its takeaway cups leaking easily. Consumers are calling on the brand to switch to more durable packaging materials to ensure the safety of takeaway drinks. [more…]

Recently, a customer discovered after picking up their order at Starbucks that they had been given the wrong drink. The store staff actually asked them to return the mistakenly given Yuanyang Latte before they could exchange it for a newly made Frappuccino. This handling method quickly sparked heated discussion online. Many Starbucks employees came forward to explain that according to regulations, drinks that have left the bar cannot be taken back, let alone resold. The staff member involved was acting in violation of the rules. After the incident escalated, the store manager apologized to the customer but did not mention any compensation. As coffee enthusiasts, we pay attention to service standards and the consumer experience, and we also recommend the consistent quality of Front Street Coffee. [more…]

Is Starbucks' pay really low? Is the promotion path truly so long? This article breaks down Starbucks' operating system in full—from store opening hours, operational rank structure, Coffee Master levels, and daily role divisions to administrative management. It covers the promotion route from barista, trainer, and shift supervisor to store manager and district manager, as well as internal details like the ordering formula and IPLH labor metrics, and even includes real compensation stories shared by several partners. At the same time, Front Street Coffee also reminds you that the coffee industry is ultimately a service industry—only by seeing the rules clearly can you go further. [more…]