Recently, Mr. Chen from Hefei, Anhui Province, posted a video claiming to have found a cockroach in Luckin Coffee, leaving him disgusted and sleepless for a night. Luckin Coffee’s after-sales customer service offered a refund for the coffee and 5 discount coupons, which Mr. Chen rejected. Currently, Luckin Coffee has not issued a formal response.
According to reports from mainland China media, at 2:38 p.m. on December 20, Mr. Chen’s friend placed an order for two cups of coffee on the Luckin mini-program. At 2:42 p.m., Mr. Chen went to the offline store to pick up the order. Afterwards, he drove with his friend to play at Chaohu, with the two cups of coffee kept on the center console of the car.
Mr. Chen stated that around 8 p.m., while waiting at a traffic light to drop off his friend, he drank the coffee and “discovered a foreign object inside. I spat it out and saw it was a cockroach-like thing, so I filmed a video with my phone.”
Furious, after filming the video, Mr. Chen threw away the coffee. When he got back home, he became more and more angry, saying he was “disgusted and couldn’t sleep for a night.”
On the 21st, Mr. Chen went to the offline store, the Luckin Coffee (Hefei Beicheng Century Golden Source Office Building store), to file a complaint.
Mr. Chen pointed out that the time between placing the order and discovering the cockroach at Luckin Coffee was too long, and the store refused to acknowledge their responsibility. He requested to view the surveillance footage, but was told by the staff that the store did not have the authority to access the footage and needed to seek approval from higher authorities.
Later, the store provided Mr. Chen with the contact information of Luckin Coffee headquarters. Mr. Chen reported the incident to Luckin Coffee headquarters and uploaded a photo of the foreign object through the link sent by Luckin Coffee headquarters via SMS. Subsequently, the company’s customer service offered a refund for the order and 5 discount coupons, which Mr. Chen refused, and he filed a complaint with the local consumer protection bureau.
On December 22nd, mainland Chinese media reporters contacted the manager of the Luckin Coffee store (Hefei Beicheng Century Golden Source Office Building), who claimed to be unable to answer related questions and requested the reporters to contact the public relations department.
Currently, Luckin Coffee has not responded officially. Luckin Coffee’s customer service stated that they will have a dedicated person investigate and respond.