Recently, a consumer posted a complaint about "Xiamen Huanyaxuan Trading Co., Ltd." on the "Woodpecker Complaint_315 Complaint_Complaint and Rights Protection_China.com's Consumer Service Platform", which is as follows:
The bread I bought at the Taobao Muscle Unicorn flagship store was unexpired but moldy, and the customer service prevaricated, did not make a rectification and explanation, and asked for reasonableness-Woodpecker Complaint Platform
On September 7, 2024, I purchased bread products at the flagship store of Muscle Storm Unicorn (485,000 followers) on Taobao, which has always promoted the slogan "Every bite is a healthy life". In the past, I have placed orders with this store many times, so I have a lot of trust in them. On October 7, 2024, when I ate the "Pure Milk Thick Cut Toast" (production date: August 15, 2024, shelf life of 90 days) purchased at the store, I found that although it was only one month old and still within the expiration date (only about one-third of the expiration date), the remaining two bags of bread were severely moldy in the sealed state. I immediately contacted customer service, provided photos and videos as evidence, and questioned why there was such a serious safety issue with food without expiration and without air leakage.
However, the customer service did not respond positively to the food safety question, but prevaricated under the pretext of "air leakage" and advised me to check in advance when consuming the store's products in the future. This irresponsible attitude completely ignores the food safety guarantee of consumers. What's even more puzzling is that the customer service actually advised me to continue to consume the same batch of products, which obviously violates common sense and consumer rights.
In response to this serious food spoilage problem, the solution proposed by the customer service is only to refund the payment of 17.92 yuan. In accordance with Article 148 of the People's Republic of China Food Safety Law, I clearly require the merchant to pay due compensation. The law stipulates: "In the production of food that does not meet food safety standards, or the operation of food that is known not to meet food safety standards, consumers may also demand compensation from the producer or operator for ten times the price or three times the loss, in addition to claiming compensation for losses; Where the amount of increased compensation is less than 1,000 RMB, it is 1,000 RMB. ”
Therefore, I file a claim for compensation in accordance with the law. However, the customer service did not deal with it in accordance with the law, and used the excuse of "feedback to the leader" many times (a total of eight times), and finally ignored the law and the legitimate demands of consumers, and only agreed to refund and compensate an additional 50 yuan. In addition, I am extremely unhappy with the way the merchant has handled it. Has the merchant taken any corrective action since the incident? Has the cause of the bread mould been identified and a reasonable explanation has been given? To date, I have not received any further clarification or commitment to rectify the quality of the product. Other products purchased in the same batch, although there is no mold for the time being, but without reasonable explanation and rectification, how can I dare to continue to eat them? The merchant's ignorance of such a serious food safety issue not only made me seriously suspicious of this purchase, but even made me worry about the quality of the products I purchased before. This irresponsible attitude greatly undermined my trust in the store.
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