Many new products of Lucky do not allow ice removal. Employees: People inside and outside are not people

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"De-icing" and "less ice" have always been cliché topics in the industry, but if it comes to which coffee brand is controversial about ice cubes, if Lucky ranks second, no one will dare to admit first. On social platforms, there are many complaints about Lucky's "ice too much", and the situation where store partners are criticized badly because the company's regulations do not allow the operation to remove ice or ice too little occurs almost every day.

People who often order Lucky know that when entering the brand's ordering Mini programs, each drink has only two options: "Ice" and "Hot" in the temperature bar. If checked, it will be made according to the default formula. If customers have other ice needs, such as removing ice, less ice, etc., they can directly add remarks when placing the order and ask the clerk to satisfy them through leaving a message.

But recently, many users posted saying that when ordering orders, they had always commented "less ice","remove ice", or the specific number of ice cubes to Ruixing workers. However, when they arrived at the store, they were told that drinks should not be less ice, let alone ice, so the coffee they finally received was filled with a cup of ice cubes.

In fact, several products launched by Luckin in the past two months have been marked with warnings not to adjust ice cubes, including grape ice extract American style, light coffee lemon tea, large watermelon raw coconut cold extract, and plum bubble American style., its detailed page introduction has a small yellow font: "To ensure the flavor and taste, removing ice/less ice is not supported. Please understand."

That is to say, according to the production standards given by Ruixing, workers who produce any of these drinks cannot theoretically remove or reduce ice for customers, nor can they change the formula at will. Once caught by video surveillance, they must not only deduct points and be scolded, and may even be fined.

However, many consumers have long been accustomed to this "old method" of making remarks to reduce ice, so every time they order a cold drink, they still follow the usual practice of leaving a message to the Ruixing workers responsible for the production, whether to ice or less ice. When coffee lacks the support of ice cubes and employees cannot make adjustments according to circumstances, then there will inevitably be a situation where the cup is not satisfied, so a new round of "ice complaints" has been set off on social platforms.

In this regard, some employees said aggrieved that the company has stipulated that all cold extract, ice shake, light coffee series, bubble series, and Rena ice launched by Lucky are not allowed to remove or have little ice, and the prompt font on the detailed page is very small. Many customers can't see it at all, so they still make comments.

Whenever faced with this situation, the migrant workers either explained to the other party that they couldn't do it and suggested canceling the order if they couldn't accept it, or they risked receiving a bad review and fished out all the ice cubes in person. However, in order to reduce store customer complaints, some employees will choose to meet each other's needs as much as possible, and finally operate as before, quietly filling the vacant parts with other raw materials after removing the ice.

However, this non-standard operation that satisfies the guests also aroused dissatisfaction among other Lucky friends. Because once a customer makes a "wish success" in a store, he will always place orders in this way. When employees in other stores produce according to company standards and say that the ice volume cannot be adjusted, they may be threatened by bad reviews. Or face complaints.

Faced with a dilemma, the migrant worker shouted: Please don't write "No support for ice but less ice", which will make the shop assistant look like a person inside and outside.

Picture from: Screenshot of Xiaohongshu

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