CNBC July 9: Reports have surfaced of a frustrated consumer in Wenquan, where a woman invested over 3,000 yuan to purchase 66 crates of cherries, totaling 325 pounds, as part of a charity initiative to support local farmers.
The buyer asserted, “I’ve been involved in philanthropic efforts for years, selling produce for farmers in remote areas through my social circle, and I’ve built a strong track record of reliability.”
To ensure swift and undamaged delivery across multiple provinces, she opted for JD.com’s cold-chain logistics service, incurring nearly 3,000 yuan in shipping fees.
However, upon delivery the next day, numerous recipients complained of spoiled cherries—rank with sourness, moisture, and rot—deeming them inedible and forcing widespread disposal.
She immediately contacted JD.com’s customer service, alleging that the cherries were fresh at dispatch and questioning the integrity of the cold-chain process. She claimed the logistics failed to maintain the mandated 0-4°C refrigeration, citing evidence of only two ice packs per crate instead of proper cooling.
This led her to demand compensation of approximately 10,000 yuan (roughly 200 yuan per crate) under JD.com’s value-protection policy, a request that was denied.
In response, JD.com’s representatives clarified, “Our value-protection coverage guarantees only the timely arrival of shipments; damages due to spoilage fall outside the scope of reimbursement.” This incident underscores broader questions about reliability in China’s burgeoning e-commerce cold-chain sector, where high-value perishables test the limits of logistics promises against real-world risks like temperature control gaps, potentially impacting farmer support programs and consumer trust in online philanthropy.
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