Shenzhen consumers claimed that they bought a box of sticky rice cakes through the Sam App’s “Express Delivery,” only to discover a live mouse inside when they opened it, causing them to be frightened to the core. Sam responded that it was due to the accidental intrusion of surrounding pests at the pickup point.
On the evening of December 8th, a consumer in Shenzhen purchased multiple items, including sticky rice cakes, through Sam’s “Express Delivery” via the app. Upon delivery that night, besides the refrigerated items, a mouse was found in a silver insulated bag. Photos released by the individual showed a dark gray live mouse among the sticky rice cakes in what seemed to be a sealed transparent plastic container.
On the evening of December 9th, Sam responded by stating, “Sam highly values food safety and member experience. Upon receiving relevant feedback, we promptly collaborated with a professional pest control company to conduct a comprehensive inspection along the entire process.”
Sam indicated that inspections of production, packaging, warehouse placement, and picking processes did not reveal any signs of pests or abnormalities. It was noted that the pickup point for the order was outdoors. Third-party professional pest control technicians surveyed the pickup point and found that the surrounding area had shrubs and flowers, providing a habitat for wild pests, with relevant activity traces found on-site.
It was preliminarily determined that the pests accidentally infiltrated the goods during the time they were placed at the pickup point. Currently, the situation has been communicated with the consumer and resolved promptly. Apologies were extended for any inconvenience caused to members in this incident.
The news of “Live Mouse Found in Shenzhen Sam Express Delivery Sticky Rice Cake Box” garnered widespread attention on the internet that day.
Netizens commented, “It must have sneaked in when Sam Express Delivery reached the property or collection point; it’s impossible to have it in a transparent box when purchased on-site.” “Need to be cautious and vigilant at all times; can’t completely trust the delivery endpoint.” “You can’t see inside a transparent box when purchasing on-site; takeouts should be collected promptly, who knows what might happen in between.”
“The middle-class group’s belief in ‘paying for a sense of security’ is being undermined. If Sam cannot reconstruct end-to-end quality control from selection to delivery, the deactivation of membership cards will not only affect consumer rights but also erode the trust foundation vital for high-end retail survival.” “Sam is now encountering various issues; it is hoped that Sam will firmly adhere to the bottom line of food safety to remain enduring in the business world.”