Luckin Employee Complains About Customer Taking Advantage! Orders Not Delivered, Blames Delivery Driver?!

Recently, Ms. Yang, a consumer from Hangzhou, reported to the media that her regular ordering method had recently displeased a Luckin Coffee store location, with employees publicly complaining: "You can't just keep taking advantage of deals at the same store! Luckin has so many locations, can't you switch it up?"

According to interview footage, Ms. Yang identified herself as a top-tier member of Luckin Coffee (Black Gold Deer), who typically drinks two cups of Luckin Coffee on weekdays. While Black Gold Deer members receive a daily 51% discount coupon that can only be used for in-store pickup and not for delivery through the mini-program, Ms. Yang didn't want to collect her orders in person. Instead, she would place a second order through a food delivery platform at the same store, then note the self-pickup order number so staff could package both orders together for the delivery driver.

Ms. Yang stated that she had always followed this procedure. When ordering at Luckin Coffee locations in the main urban area last year, no stores had indicated this approach was problematic. However, since starting work in Xiaoshan District this April and ordering from the same location several times using this method, the staff at this particular store had become displeased.

In the interview footage, Ms. Yang had ordered a Thick Milk Latte on both platforms. The original price through Luckin's mini-program for self-pickup was 29 yuan, which was reduced to 14.79 yuan after applying the 51% discount coupon. On the delivery platform, the same product was originally priced at 32 yuan, discounted to 19.2 yuan through platform promotions. Ms. Yang then used a 5 yuan platform coupon she had purchased herself and paid an additional 1 yuan packaging fee, resulting in a final payment of 15.2 yuan. Ms. Yang explained that she had previously ordered on both platforms and then requested that staff package them together for delivery.

When asked during the interview why she didn't simply order two coffee drinks directly through the delivery platform, Ms. Yang suggested it might be "consumer psychology of taking advantage of deals" – feeling that after buying one for pickup and another for delivery, the delivery driver could easily bring both together. While acknowledging this increased the delivery person's workload, she felt the burden was on the driver rather than the store, and she was willing to accommodate any additional requests from the delivery driver.

However, Ms. Yang reported that after ordering from the same Xiaoshan District location 2-3 times, the store contacted her claiming that the delivery driver was unwilling to deliver these orders, stating they would speak with the driver this time but she shouldn't order this way again. When Ms. Yang received her coffees, they were packaged separately. When she contacted the delivery driver, he explained that it wasn't his refusal to deliver but rather that the store staff wouldn't give him the packaged orders.

Customer Service Response and Store Reaction

Regarding this incident, Ms. Yang contacted Luckin's customer service to file a complaint. Luckin's customer service indicated that the company has no explicit policy prohibiting self-pickup and delivery orders from being packaged together, and they compensated Ms. Yang with a coffee voucher. Consequently, Ms. Yang suspected that the store had intentionally separated the two coffees to provoke the delivery driver's dissatisfaction.

To investigate further, Ms. Yang once again ordered using the same method and deliberately went to the store to observe what happened. She coincidentally encountered a staff member contacting customer service and recorded the conversation on video. The employee mentioned that she had been ordering this way for over a week, that this practice increased their delivery pressure, and questioned whether she (Ms. Yang) needed to order this way every day. The employee then asked customer service to cancel the self-pickup order and fulfill only the delivery order.

After ending the conversation with customer service, the employee loudly complained to other staff members in the store: "You can't just keep taking advantage of deals at the same store! Luckin has so many locations, can't you switch it up?"

Customer's Response and Public Reactions

After hearing both conversations, Ms. Yang became extremely angry and confused. She explained that she places orders, the staff makes the coffee, and regardless of how many cups she orders, the staff still needs to prepare them. Even when requesting that self-pickup and delivery orders be packaged together, making and packaging coffee falls within the staff's job responsibilities. Ms. Yang couldn't understand why this request would upset the store's employees, especially since she hadn't requested the staff to deliver the orders. She expressed willingness to further negotiate with the delivery driver if they were unwilling to deliver orders placed through different channels but packaged together, and she was prepared to pay additional compensation if needed.

Despite witnessing these events firsthand, customer service ultimately did not cancel the self-pickup order, and Ms. Yang received both coffees. However, regarding the attitude of the Luckin employees, Ms. Yang told reporters she wanted Luckin Coffee to address the issue publicly and demanded that Luckin make an announcement on delivery platforms stating that pickup and delivery orders cannot be packaged together.

When reporters later interviewed the manager of the store in question, the manager stated that interview requests should be directed to Luckin's public relations department or that reporters could leave contact information for someone to reach out. However, as of the news publication deadline, Luckin had not contacted the media reporters, and the two employees featured in Ms. Yang's video were not at work.

Public Opinions

In response to this incident, netizens shared various perspectives:

Image sources: 1818 Golden Eye video, Weibo screenshots

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