Introduction:Recently, a consumer reported finding an object resembling a cockroach in a drink from Luckin Coffee, sparking concerns about store hygiene management. This article details the incident, the statements from both sides, the verification requests made by the consumer and the official response, while also providing advice and precautions for consumers facing similar situations.

A consumer recently shared a video on social media, alleging that they found an object resembling a cockroach in a drink from Luckin Coffee. The incident quickly sparked heated discussion online. The consumer stated that the previous day they had ordered two drinks via the Luckin mini-program: "Light Jasmine" and "Iced Coconut Latte." However, as they were driving at the time, they did not drink them immediately but instead placed the beverages on the center console of their car.

According to the consumer, due to the low outdoor temperature that day, they did not take out the drinks, and the lids remained sealed. It wasn’t until around 8 p.m., while waiting at a traffic light, that they began drinking and discovered the foreign object. They immediately spat it out and noticed that it looked similar to a cockroach, so they filmed a video as evidence.

Due to being emotionally upset, the consumer discarded the drink after filming the video. The next day, they brought photos of the object to the Luckin store where the drinks were purchased to file a complaint. However, the store manager pointed out that, given the long time gap between the order and the discovery of the object, it was difficult to confirm the source of the object, and thus did not believe the issue originated from the store. The consumer hoped to view the surveillance footage from the time of preparation, but the store stated they did not have the authority to retrieve it and suggested contacting higher-level authorities, providing the contact information for Luckin’s headquarters.

The consumer then contacted Luckin’s headquarters and, following instructions, filled out a post-service form and uploaded photos of the object. They presented two main demands to the brand: first, to require Luckin to thoroughly investigate the hygiene conditions and operational procedures of the involved store and publicly release the investigation results; second, if the store was indeed found to have hygiene issues, to immediately suspend operations for rectification and issue an apology to them.

On December 22, a media outlet contacted the involved store. The store manager stated that they were aware of the complaint but were not authorized to speak on behalf of Luckin, recommending that the media contact the official public relations department. Luckin customer service confirmed receipt of the photos related to the foreign object and stated that a specialist was handling the case, but the final result had not yet been provided.

According to the consumer’s recollection, the solution proposed by Luckin customer service over the phone included a full refund (including coupons) and an additional compensation of five coupons, along with a promise to strengthen store supervision. However, this was rejected by the consumer. They emphasized that their demand was not for compensation, but for the brand to take store hygiene management seriously and to make the investigation process and results public to prevent similar incidents from happening again.

Regarding the consumer’s request to review surveillance footage, customer service responded that they could not provide the relevant footage. The consumer believes that even if the store currently appears to be operating normally, without a thorough investigation, similar problems may occur again in the future, and thus they called on Luckin to proactively examine store hygiene standards and operational procedures.

Currently, the consumer has formally filed a complaint with the local consumer hotline 12315, and the incident is still under further investigation.

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