Introduction:Recently, Luckin’s iced beverages have sparked consumer dissatisfaction due to excessive ice and significantly reduced drink volume when “no ice” is requested. Many people have started sharing so-called “cost-effective ordering tips” on Xiaohongshu (Little Red Book), ranging from specifying the number of ice cubes to requesting sugar-free or milk-free options, and even adding unusual ingredients like coriander. While these may seem like clever consumer strategies, they place immense pressure on frontline baristas. This article delves into how such special requests impact the preparation process and uncovers the misunderstandings and conflicts between consumers and baristas.
Luckin’s iced drinks have long been controversial due to their high ice-to-liquid ratio, especially regarding the noticeable reduction in drink volume when “no ice” is chosen—this issue has been widely discussed online. As far back as two years ago, numerous customers complained that too much ice affected both taste and the actual amount of drinkable liquid, but the brand never gave the issue sufficient attention.
The turning point came in March this year, when a netizen posted a photo of a “no ice” Luckin drink showing the liquid only filled up to two-thirds of the cup, then lodged a complaint with customer service. Luckin acknowledged that the drink in the photo was indeed served in a smaller portion. This incident sparked heated online discussions about how to get better value from Luckin’s iced drinks, and the topic quickly went viral on platforms like Xiaohongshu.
However, this wave of “frugal” ordering behavior has made baristas at Luckin stores extremely frustrated. Many baristas say some recent order notes are downright laughable—or frustrating enough to make them wish customers would just make the drinks themselves. The most common and headaches-inducing request? Customers asking for a “specific number of ice cubes.” Some orders even specify exact cube counts, with any deviation potentially leading to follow-up complaints.
Baristas explain that the brand prioritizes fast service, especially during peak hours. Taking time to count ice cubes for each drink not only slows down overall service but can also affect other customers’ wait times. Moreover, many online users—chasing so-called “low-calorie” or “healthy” options—request “less milk and sugar,” “no sugar,” or even “no milk,” making the preparation process quite challenging.
The unique flavors of many popular milk-based coffees actually come from specific flavored syrups. Reducing milk or removing it entirely not only results in an underfilled cup but can also completely disrupt the intended flavor balance. Even if baristas explain the situation, they might still receive negative reviews for “not following the instructions.” Some consumers don’t understand that a “no milk” latte simply can’t be made properly—but they still insist on their requests.
What’s more exasperating is that some customers even request “less ice” or “no ice” for blended drinks like frappés, seemingly unaware that such drinks are inherently ice-based. There are also secondhand DIY modifications circulating online, such as asking to add fruit, cake toppings, or even controversial seasonings like coriander to drinks—requests that often leave baristas at a loss.
Many stores have received clear instructions not to deviate from standard procedures, putting baristas in a tough spot between “following the rules” and “meeting customers’ special demands.” On one hand, they worry about negative reviews for not following the notes; on the other, they must adhere to preparation standards—the pressure is easy to imagine.
These “creative” customer orders, while seemingly harmless, actually significantly increase the workload for baristas and can even affect overall drink quality and store operational efficiency. When consumers think they’re standing up for their rights or saving money, it’s often the hardworking baristas on the front lines who quietly bear the pressure and misunderstanding.
The above content is compiled by CoffeeHunters, a coffee news website.
