Does Luckin Coffee Accept Cash? Customer Service Responds to Cash Payment Difficulties

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Difficulty with Cash Payments at Luckin Coffee Stores

Recently, a netizen expressed on social media their desire to use cash for payment at Luckin Coffee, but the staff repeatedly guided customers to use mobile ordering and stated that if they wanted to pay with cash, they would need to wait as the store was busy. After waiting for 7-8 minutes, the netizen's friend indicated they were in a hurry and needed to place an order, but the staff still suggested mobile ordering.

Subsequently, the netizen expressed dissatisfaction with the staff's repeated guidance toward mobile ordering while refusing to accept cash, asking whether there was a regulation prohibiting cash payments. Only then did another staff member come out from the office to accept the cash and place the order using their mobile phone for the netizen. This led the netizen to question Luckin Coffee, asking whether the store lacked ordering machines or if cash payments were prohibited.

Previous Incidents of Cash Payment Issues

Regarding the difficulty of using cash at Luckin stores, netizens had previously posted about an elderly man who encountered difficulties at the counter when trying to buy coffee because he didn't know how to use mobile ordering. The post described how the elderly gentleman saw several cups of coffee at the pickup area and wanted to buy one. After the staff informed him that he needed to scan a QR code with his phone to place an order, they turned away to prepare drinks.

Later, the elderly gentleman walked around for a while, genuinely unsure how to place an order, and asked about the price of coffee, wanting to buy one. At this point, another staff member told him there were different price options, and after he made his selection, the staff member picked up a mobile phone to place the order.

Regarding this incident, the netizen mentioned that Luckin has opened several stores in third and fourth-tier cities, all requiring mobile orders, and they had never placed an order at a counter. They then asked in confusion: "Does Luckin really not have counter ordering?"

Staff Responses and Company Clarification

At that time, Luckin's official team did not respond to this incident. However, many commenters who work at Luckin indicated that employees can actually use their phones to help customers place orders and accept cash, which is part of their job responsibilities, though no discounted prices are available. However, if customers are willing to accept this, most employees are still willing to assist with placing orders.

In response to such explanations, many netizens expressed misunderstanding, noting that while many other chain restaurants now encourage mobile ordering, they still prepare ordering machines to provide manual ordering services for consumers. This is considered the most basic requirement in the service industry, something that should be maintained even during busy periods.

Regarding this recent cash payment difficulty issue, official customer service responded to media inquiries stating: "Cash payments are acceptable. Upon arriving at the store, store partners can help place orders through the app or mini-program. After confirming the order information is correct, customers can pay cash to the store. Online ordering is for better after-sales service, allowing immediate resolution if problems arise."

Analysis of Luckin's Service Strategy

Regarding Luckin stores not offering manual ordering services, industry analysts believe this stems from Luckin's consideration for maximum efficiency. Luckin's store design adopts a model of small stores with minimal staff for operations, eliminating the need for dedicated personnel to provide manual ordering services, thereby saving labor costs and ensuring their low-price strategy.

However, while cost-saving is important, if manual ordering services are to be provided, all employees' service awareness must be improved during training. In incidents like this one, where cash payment was eventually accepted, and customers were willing to accept that cash payments wouldn't receive discounts, it would have been better to resolve the issue directly from the beginning rather than making customers wait and waste time. The time employees spent repeatedly suggesting mobile ordering would have been sufficient to solve the problem.

Image source: Internet, Boss Connect

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