Introduction:Luckin’s cold drinks have long not offered an “iced-free” option, and the issue of excessive ice has frequently sparked discussion. In pursuit of the ideal taste, consumers have begun to request precise control over the number and shape of ice cubes in their order notes, even making special requests such as “no ice but still chilled.” While these detailed demands reflect personal beverage preferences, they also present execution challenges for staff. This article analyzes the consumer psychology and store operation difficulties behind the ice cube controversy through real-life cases.

When ordering cold drinks at Luckin, consumers have long faced the limitation of not being able to choose “no ice,” and the problem of overly high ice ratios has repeatedly become a hot topic on social media. To adjust the taste of their drinks, many customers have turned to the order note section to specify exact numbers of ice cubes — for example, requesting “less ice, 10–12 cubes” or “two small heart-shaped ice cubes” — with some even making special demands like “no ice but still chilled.”

These wildly varied note contents not only show consumers’ insistence on controlling ice quantity, but also put store employees in a difficult position when it comes to execution.From simple requests about the number of ice cubes to detailed specifications regarding their shape and temperature, the growing variety of demands is making the preparation process increasingly complex.

With the arrival of the 9.9 RMB promotion period, such “count-the-ice-cubes” order requests have become more frequent and diverse. Some customers ask for adjustments to the ratio of coffee liquid to other ingredients, such as “double the coffee liquid” or “reduce the coconut milk ratio a bit,” or even make specific requests like “more coffee liquid, less coconut milk.”

When a note requests no ice or reduced ice resulting in the drink not being filled to the top, some consumers further ask for the cup to be topped up with other ingredients such as milk. However, adjusting these ingredients may alter the original flavor and strength of the drink, and each beverage has a fixed standard volume, which places technical and regulatory constraints on staff operations.

Some customers even specify the shape of the ice cubes, such as “I want two small heart-shaped ice cubes, or I’ll leave a bad review.” This level of detail in expectations adds pressure on staff to execute.In hot weather, iced-free drinks can easily become room temperature after delivery, so consumers, aiming to balance no ice with a chilled feel, further request options like “no ice but still chilled!” or “room temperature, but not too hot.”

Some even ask for “no ice, please heat to 30°C,” hoping to enjoy a cool drink without using ice. Yet, when staff follow the request by not adding ice, they still receive negative feedback such as “it still feels warm in my mouth,” highlighting the gap between consumer expectations and actual execution.

Faced with these detailed and sometimes unrealistic note requests, most Luckin staff choose to communicate with customers to explain the situation or handle refunds as appropriate. But some employees take to online platforms to express job stress, using humor or metaphor to reflect their operational difficulties.

Although the ice quantity controversy continues to be a hot topic, Luckin has yet to offer a comprehensive solution, and the issue of excessive ice ratios remains a major concern for many consumers. Currently, customers mainly rely on order notes to adjust ice levels, butunreasonable special requests often increase the difficulty of store operations, ultimately affecting the overall service experience.

These cases show that while consumers seek a personalized beverage experience, they should also consider the practical limitations of store operations and the workload of staff. Through reasonable communication and appropriately adjusted expectations, the overall customer experience may be improved.

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