Ms. Yang is a member of Hema and on November 6, she placed an order on the Hema APP and bought some food, including two boxes of Nestlé light cream, for making small cakes. One of the boxes had just been cut open and the child found it expired.
"First used one can, another can, has been cut open, the use of the process found, hey, expired, we are also a member of Hema (when is the shelf life) October 10, 2021." ”
These two boxes of light cream have a shelf life of half a year. One of the boxes will be produced on September 20, 2021 and the other on April 11, 2021. Ms. Yang said that this single product was delivered by the Hangzhou Cuiyuan store in Hema Cuisine Market. On the same day, she reflected the situation to customer service.
"In the evening, there was customer service contact me, saying this matter, we both said well, the next day before noon to my house to deal with, because I this is the door,Wait until after 12 o'clock, did not come, made a phone call, the attitude changed a little. ”
Ms. Yang said that Hema's customer service responded on the phone, they were internally verified, there was no problem with the process, and she did not accept such a reply.
"He said that it was taken out of the same box, it is unlikely that the expiration date on it is different, I said at the time, your camera has not seen the expiration date, he said that the expiration date is not available, I said that it is the question of whose problem, since you said that your process is no problem, he said it may be the problem of the supplier, I think the problem of the supplier, but also their own problem." ”
Ms. Yang said that the family had not bought this cream before. The two boxes of cream arrived at the same time, but two batches appeared, and it was still necessary to figure out what was going on. Now, the two boxes of light cream have been refunded.
"Losing money is not the goal, I told them at the time, the money lost is donated, I am not for the money, I feel, first of all, there is, to bear the mistake, rectification, to make the future consumer satisfied, if you are so foolish to me, it is also like this for others." 」 ”
"The customer has already handed over this matter to the industry and commerce, she has handed it over to the industry and commerce, and I believe that the teacher has replied." ”
"I called and consulted, and they also said that something like this can be compensated, and I mentioned it at the time, not as a matter of compensation, but as a matter of attitude, they said that this was a personal act, and he did not say anything else. ”
Hema staff later replied that they had checked the picking and delivery of the order. Surveillance video shows that the two bottles of light cream were taken out of the same package in the original box, and the brother did not check the production date of the goods bottle by bottle when picking the goods. The remaining goods in this box and other goods in the same batch of goods arrived, the production date and shelf life were consistent, and no expiration was found, and no similar complaints were received. After conducting a self-examination that night, they called the consumer the next day and gave feedback on the self-examination. There are indeed imperfections in the service process, sorry to cause a bad consumer experience, and they will strengthen the training and management of customer service personnel in the future. In the same package, whether there will be two production dates, the reporter also reflected the situation to Nestlé, customer service recorded the relevant situation, said it will be verified.
Afterwards, Ms. Yang gave feedback that the staff of Hema came to explain the situation and said that they would check which link the problem occurred. In addition, Hema also compensated 300 yuan, which she has donated.