Recently, a number of netizens discovered that Hema began to quietly collect the packaging fee of 1 yuan for online orders, which attracted attention on social platforms.
Starting this year, Hema will charge a packaging fee of 1 yuan
Netizens complained about "ugly food"
On January 1, many netizens posted on social platforms complaining that Hema began to charge a mandatory delivery and packaging fee of 1 yuan on New Year's Day this year, and said that Hema "changed the rules at will" and "looked ugly". Some netizens said that Hema did not explicitly indicate to consumers in advance that it would charge 1 yuan for packaging, "only to find out after paying, call to inquire, customer service repeatedly emphasized that it is to ensure that the goods can be delivered in full before receiving", the netizen also said that the packaging fee cannot be refunded.
What if the product doesn't need a packaging bag? Netizen @huxiaoxi bought a bag of Wuchang rice, although the small bag could not hold the rice, but it was tied to the rice as a "decoration". "I don't understand why I need a bag of rice to buy, the focus is still on a small bag. ”
Photo source: Xiaohongshu @ Hu Xiaoxi
Some netizens successfully refunded through Hema customer service, and some stores said that they could only refund 1 yuan of cash coupons, which can be used for fresh products.
At present, on the Hema App, you can see that the relevant page of Hema customer service has issued the "Notice of Charging Packaging Fees for Orders from January 1st".
Screenshot of Hema App
According to the notice, from January 1, in order to ensure the proper delivery of goods, users' orders will be packaged in plastic bags. At the same time, according to the national "plastic restriction order" and other relevant policy requirements, Hema will provide plastic bag packaging services for a fee, and the charging standard is 1 yuan per order.
In response to the most frequently asked question by customers about "can plastic bags be returned", Hema recently said that after receiving the goods, customers can choose whether to need packaging bags according to their actual situation. For example, for online orders that only purchase large items without packaging bags, Hema will refund the packaging fee for such special orders according to the customer's request based on the customer's actual unused materials after the order is delivered.
Measured results:
The charging standard for packaging is vague
On January 4, Xiaobian placed an order for small portions of fruits, sandwiches and other goods on the Hema App and the mini program, and did need to pay an additional 1 yuan for packaging, and there was no "no packaging required" option. However, if you buy one piece or multiple items at the same time, you only need to pay a packaging fee of 1 yuan.
In addition, Xiaobian also placed an order for bags of rice that do not need to be packaged separately, and strange things happened, the settlement page shows that 5kg of rice does not need to pay a packaging fee of 1 yuan, and 2.5kg of rice is required.
Screenshot of the checkout page
Consumers can be said to be at a loss at all about the rules for charging packaging fees.
Netizen: It's not that 1 yuan can't afford it
Mandatory fees are not acceptable
Regarding the issue of Hema suddenly starting to charge packaging fees, netizens have different opinions.
Some people think that this is normal, other food delivery platforms have already started to charge similar fees, and this change is also in response to the "plastic restriction order", which is good to reduce waste.
Some netizens feel that the main problem is to limit consumers' independent choice and right to know, and charge the packaging fee silently, not to say that the packaging fee cannot be paid, but it must be announced on a large scale before it is collected, and it cannot be forced to charge, consumers should be given the right to choose, and some people may not need packaging bags.
Some netizens also said, "Then wouldn't it be good if I bought it in bulk?" and some netizens hoped that Hema could come up with an option that did not require a packaging bag, and build a non-disposable bag for the optional brother, which was not only convenient for transportation, but also saved the packaging bag.
Dingdong said that at this stage, it is a trial period for free packaging fees
Sam also charges a $1 packaging fee
On January 2, a reporter from Nandu Bay Finance Society placed an order for product delivery in Pupu Supermarket and Meituan (Little Elephant Supermarket) and found that there is no need to charge packaging fees at present. The customer service of Pupu Supermarket responded to the reporter that Pupu has no secondary packaging service and does not charge packaging fees.
Sam's customer service said that Sam's will also use plastic bags to package the delivery products, and the charging standard is 1 yuan per order. In addition, Sam's customer service said that if the purchased goods need to be stored at low temperature, Sam's will use cold chain packaging to keep the goods warm throughout the whole process through thermal insulation bags or ice packs, and accordingly, an additional packaging fee of 1 yuan will be charged.
At present, there is no need to charge a packaging fee for placing an order on the Dingdong Grocery APP, however, the item "Packaging Fee" will appear on the checkout page. The Dingdong grocery platform shows that "in accordance with the requirements of relevant policies such as the national 'plastic restriction order', merchants are not allowed to provide plastic bags for free." In order to ensure the smooth delivery of the goods, we will provide plastic bag packaging services for a fee. It is currently a free trial period, 0 yuan for you, thank you for your understanding. ”
Dingdong grocery platform description
Meituan, Ele.me and other takeaway platforms will also charge a certain packaging fee when shopping.
Changes to Hema membership benefits
Some consumers asked for a refund
In addition, some netizens reported that the rights and interests of Hema membership are also quietly changing, such as the original 30 times a month free delivery fee benefit has become a limit of 1 day, and the second order on the same day needs to meet the free delivery fee threshold.
88% off on member days has become 8% off comprehensive discounts, and some member discounts are not as cost-effective as moving mountains, and the previous free food delivery benefits have also been quietly taken offline.
In this regard, some consumers said that they could not accept it, believing that during the membership period, Hema should not unilaterally change its rights and interests, some people chose to refund the fee, and some people even chose to complain and protect their rights.
In this regard,
What do you think?
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Editor: Chen Li
Editor in charge: Chen Min