Introduction:A customer at a Nayuki store in Linping District, Hangzhou, filed a complaint after discovering a blue-black stone the size of a thumbnail in their "66 Blueberry and Mulberry Milkshake." The customer requested compensation in accordance with the law but was accused of extortion by the store manager and even verbally abused on the spot. Fortunately, the mall’s surveillance footage fully recorded the incident, though footage of the drink preparation process was not made public. This article details the full sequence of events and reminds consumers of the proper steps to take when encountering foreign objects in beverages, as well as how to protect their rights.

Recently, a food safety controversy erupted at Nayuki’s Wanda Plaza store in Linping District, Hangzhou, Zhejiang. A customer purchased a "66 Blueberry and Mulberry Milkshake" on the evening of January 14 and discovered a foreign object in the drink less than two minutes after receiving it.

According to the customer, they bit down on something hard while drinking and, upon spitting it out, were shocked to find a blue-black stone about the size of a thumbnail. Taken by surprise, they immediately returned to the store to report the issue. Initially, the staff offered to refund the order and provide two free drinks as compensation, but the customer believed they were entitled to reasonable compensation under relevant regulations.

However, when the store manager learned of the incident, they took a tough stance—not only denying that the stone came from their product but even accusing the customer of putting it there themselves. Video footage from the scene shows two men surrounding the customer, with one of them even hurling insults, saying, “If you have a problem after drinking it, go to the hospital,” and accusing them of being a “scammer.”

Faced with the merchant’s accusations and emotional treatment, the customer chose to involve the police and requested access to both the store’s and the mall’s surveillance footage to clarify the truth. After arriving at the scene, the police, accompanied by staff, reviewed the mall’s surveillance footage, which clearly recorded the entire process of the customer receiving the drink, opening it, consuming it, and spitting out the stone.

However, the store did not provide surveillance footage of the drink preparation process, leaving it unclear whether the stone had been introduced during production. Despite the surveillance evidence, the dispute between the two parties remained unresolved even after police intervention.

Afterward, the customer stated that they had submitted a complaint to Nayuki’s official customer service and the 12315 consumer complaint platform. They pointed out that the merchant not only failed to address the issue directly but also accused them of extortion, which they found unacceptable. They believed the store should offer a sincere apology and a reasonable explanation.

On January 16, a media reporter called Nayuki’s official customer service, who responded by saying they “do not accept media interviews” and advised customers to provide feedback and document issues directly at the store. Another media outlet, Point News, made multiple attempts to contact the involved store, but the phone line was consistently “out of service.”

The media further contacted Nayuki’s headquarters customer service. Staff stated that the cause of the foreign object in the beverage needed to be verified with the involved store, and regarding the store manager’s verbal abuse and accusation of fraud against the customer, further investigation was also required. When asked whether the store’s surveillance covered the entire preparation process and whether it could be made available to consumers, the customer service representative only replied that the store did indeed have surveillance equipment installed, but whether it could be made public depended on the store’s internal policies. They promised to escalate the incident to higher authorities and provide an official response after verification.

However, as of the time of writing on January 16, Nayuki’s official team had not provided any further response or clarification on the matter. This incident has drawn public attention to the food safety management of dining brands and the protection of consumer rights, and also serves as a reminder for the public to remain calm, preserve evidence, and use the correct channels to safeguard their rights when facing similar situations.

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