customer complaint

A customer accused Alibaba’s Hema supermarket of delivering undercooked lamb skewers, sparking food safety concerns in China’s instant-delivery sector. The consumer claimed the “BBQ Season Red Willow Lamb Skewer,” ordered via Hema’s app, appeared raw upon delivery. Hema’s delayed customer service response and refusal to confirm undercooking without physical inspection drew criticism, despite offering a refund and voucher. The retailer defended its standard cooking process, citing test grills showing typical pink lamb interiors, and escalated the case for verification. Analysts note the incident reflects challenges in balancing rapid delivery and quality control within the $150 billion fresh-food e-commerce market.