CNBC AI Exclusive | May 25 – A social media post accusing Chinese fresh-food retail giant Alibaba’s Hema Xiansheng (“Hema”) of delivering undercooked lamb skewers has ignited discussions about food safety protocols in instant-delivery commerce. The controversy began when a customer claimed to have received partially raw meat through Hema’s app-based ordering system.
The customer reported ordering a “BBQ Season Red Willow Lamb Skewer” on Friday evening via Hema’s platform. Upon delivery, they immediately consumed the product but stopped after two bites, alleging that the meat and fat appeared visibly uncooked. “It was clearly underprepared – the texture and color were off,” the user wrote.
Hema’s initial response drew further criticism. After contacting customer service, the user was told a specialist would follow up within 24 hours. However, the callback reportedly arrived Sunday morning, with a representative stating that “photos alone couldn’t confirm whether the meat was undercooked.” The company offered a ¥16.9 refund plus a ¥30 voucher, which the customer rejected as insufficient.
When reached for comment, a Hema store representative confirmed awareness of the incident, stating: “We’ve invited the customer to bring the product for in-person inspection. Our team conducted test grills using standard cooking times, which showed slightly pink interiors typical of properly prepared lamb. Without examining the actual item, we can’t draw definitive conclusions.”
The store manager has since escalated the case, emphasizing that “the team takes this seriously and is committed to verifying whether the product met quality standards as described.” Industry analysts suggest this incident highlights growing pains in China’s $150 billion fresh-food e-commerce sector, where rapid delivery promises sometimes clash with stringent safety controls.
Hema staff inspect grill operations amid quality control scrutiny (Source: AICNBC)
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