Introduction:Recently, many consumers have encountered difficulties when trying to pay with cash at Luckin Coffee outlets, as staff tend to guide them toward mobile ordering, causing delays in the cash transaction process. This article delves into the incident, presents the latest statements from official customer service, and provides specific steps for consumers to communicate with staff, helping you complete cash transactions smoothly while also exploring the operational logic behind this phenomenon.
Recently, some customers reported inconveniences when attempting to pay with cash at Luckin Coffee stores. Staff often recommended switching to mobile ordering, and during busy periods, customers had to wait several minutes before another employee could assist with the cash transaction. Elderly customers unfamiliar with mobile ordering stood at the counter unsure of what to do, reflecting the challenges some consumers face in a digital ordering environment.
Regarding the issue of blocked cash payments, Luckin’s official customer service clearly stated that stores do accept cash. Customers can have the staff place the order for them via the app or mini-program, and once the order details are confirmed, they can simply pay in cash. The company emphasized that the main purpose of online ordering is to facilitate after-sales service, so issues can be addressed promptly.
In fact, discussions about the inconvenience of cash payments at Luckin stores are not new. Earlier, netizens shared experiences where an elderly person appeared helpless when trying to buy coffee at a Luckin outlet because they did not know how to scan and order via their phone. It was described that the customer, upon seeing multiple cups of coffee at the pickup area and wanting to buy one, was told by the staff to order via the phone before the staff walked away. After several inquiries, the order was eventually placed by another service staff.
Analysts pointed out that Luckin adopts a small-store format with streamlined staffing, typically without dedicated order takers, primarily to improve overall operational efficiency and control costs — a key factor in maintaining its low-price strategy. However, while pursuing efficiency, how to accommodate the needs of different consumer groups, especially the elderly or spontaneous customers who are not familiar with digital tools, remains an important aspect of service quality.
Notably, some netizens mentioned that newly opened Luckin stores in third- and fourth-tier cities also generally use mobile ordering and have never experienced counter service, raising questions as to whether all Luckin stores have phased out traditional ordering methods. Although Luckin did not publicly respond to this at the time, in related discussion threads, many Luckin employees revealed that they can actually use their phones to place orders for customers and accept cash — which is part of their job, though without access to discounted pricing. Most employees are still willing to help when customers are open to it.
Some consumers are dissatisfied with this explanation. They believe that while many chain restaurants actively promote mobile ordering, they still retain traditional counter ordering machines or dedicated service staff — a basic requirement of the service industry, which should be ensured even during busy times. Consumers expect more flexible and inclusive service methods, rather than being forced to adapt to a single digital process.
In response to the issue of difficulties with cash payments, official customer service responded to the media: “Cash payment is accepted. When customers arrive at the store, store staff can assist them in placing an order via the app or mini-program. Once the order information is confirmed, customers can hand over the cash to the store.” This statement provides clear operational guidance, suggesting that in similar situations, customers can proactively request to pay in cash and ask the staff to assist with ordering via the app or mini-program.
Regarding Luckin stores not offering manual ordering, industry analysts believe this is a result of Luckin’s pursuit of maximum efficiency. The small-store format and lean staffing model not only save on labor costs but also serve as an important foundation supporting its low-price strategy. However, the analysis also cautions that while implementing efficient operations, service training must still reinforce the service awareness of all staff. If a customer ultimately opts to pay in cash and does not request discounts, store personnel should prioritize addressing the customer’s immediate needs rather than making them wait extra time. After all, in most cases, the time spent by staff repeatedly advising mobile ordering would have been enough to directly handle the cash transaction.
The above content is compiled by CoffeeHunters, a coffee news website.
