I ordered 5 Japanese Meiji ice creams together with some other frozen food and groceries. The next day when I opened one of the ice cream, it was found to have a completely altered texture. It was a whole ice tub, and it melts directly into watery liquid. I googled and found out that this is most likely the result of it being refrozen after it had completely melted. Given it was apparent that this company cannot guarantee the quality of their frozen products, I contacted Customer support to ask to return all the frozen goods in my order and a refund. I couldn’t get anywhere even after a lengthy chat and providing photos. Their excuses are:
1. my request to return and refund is more than 24 hours after delivery of order;
2. The photo I provided doesn’t show “Ice block texture”, and I was not able to circle on the photos where exactly the “ice” is;
3. Frozen goods need to be thawed before requesting for return (I couldn’t really understand what they meant).
Needless to say how unreasonable it is to expect customers to check all frozen food items within 24 hours of delivery, frozen food items is hard to tell whether it’s spoiled unless it’s consumed.
The app does not allow uploading videos, so how can one demonstrate change of ice cream texture? The photos do show ice crystals, and an ice block sitting in a pool of melted liquid.
But the fact that they refuse to understand and accept my explanation which should be common sense to any service provider that deals with grocery and food items, comes as an utter shock and disappointment.
I certainly wouldn’t shop on this app ever again.
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