Chinese Consumers Complain Unilever’s Inconsistent Standard?
- Chaileedo Press
- Dec 6, 2022
- 3 min read
At present, many consumers complained about the process of return and exchange, including stores not being contactable and inconsistent after-sales service in China and across the border. This process may reveal the problem of poor after-sales service of Unilever in China.
(Credit: Website)
On November 18, THE LAUNDRESS issued a safety hazard notice on its official account on the Chinese social platform Weibo that some products have potential microbial contamination risks. It is recommended to stop using the existing THE LAUNDRESS products.
On November 21, THE LAUNDRESS further released a solution regarding the Chinese market. In the announcement, Unilever announced the list of specific products and batches involved and would provide solutions for consumers who purchased the relevant products in official channels in China.
According to the Shanghai Municipal Bureau of Market Supervision, which was announced on November 24, Unilever China has recalled 180,640 bottles of THE LAUNDRESS laundry detergent, fabric softener, and household cleaning products produced from January 2021 to November 2022. A total of 180,640,409 bottles of these products are involved.
For the reason for the recall, Unilever explained that some of the products were contaminated during the production process, resulting in a high indicator of Pseudomonas spp. In extreme cases, Pseudomonas spp. may enter the body through inhalation, splash into the eyes, or through broken skin, causing infection.
Unilever China has issued a recall plan on THE LAUNDRESS on its official account including Weibo, Xiaohongshu, and online official flagship stores from November 24. Consumers who provide proof of purchase of the relevant batches of products from the relevant channels and send back the products can exchange them by way of points (for a new similar product twice the amount originally purchased) or return them for a refund in the amount paid with postage paid on arrival, at the brand's expense.
Once this news came out, more consumers began to fall into worry and have begun to prepare to apply for refunds on returns. In the announcement, the company also gave a very complete and detailed refund strategy. However, in practice, many consumers found that things are far from simple. The company and the platform other sets multiple "hurdles", resulting in many consumers can not complete the refund.
At present, many consumers complained about the return process, including the store can not be contacted, after-sales inconsistency in China and across the border, and so on. This process has also exposed the problem of poor after-sales service from Unilever.
Some consumers found that they also had to distinguish different numbers according to the bottle labels. If the label is simplified Chinese, the products are responsible for the Unilever official. If the label is in English, all are responsible for the e-commerce platforms.
(Credit: Xiaohongshu)
And in the international site such as kaola.com, Amazon, and other platforms, the return and refund process can be directly completed by contacting customer service. But this process is not smooth on the Chinese platform.
(Credit: Xiaohongshu)
Many consumers complained, "set the threshold intentionally", and "urged the customer service countless times, no reply yet". Some netizens even posted how to get a refund.
"The products bought on cross-border channels can be returned. Then why does Unilever make it difficult for Chinese consumers?" Many consumers questioned.
This is not the first time that Unilever has been in trouble. In 2020, Unilever's brand Clear was notified by the relevant authorities for punishment due to unqualified product ingredients. In October of 2022, several Unilever's dry hair sprays were recalled in the U.S. market due to carcinogenic benzene, including Dove's professional hairdressing brand Suave and TRESemme. (For more information, see the CHAILEEDO article. )
Unilever's third-quarter earnings report showed a shrink in its China business, with sales in the region down 20% year-on-year. In the downward market environment, how to deal with the PR crisis is particularly important. The current inconsistent standard is likely to affect the image of the long-running brand.
Source: THE LAUNDRESS
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