热搜第一，盒马认错

Core Viewpoint - Recent consumer complaints about Hema's strawberry cake being "salty and bitter" have raised concerns about the company's quality control, leading to widespread discussions on social media [1][3]. Group 1: Incident Overview - Multiple consumers reported that Hema's strawberry box cake, priced at 79.9 yuan, had a normal cream but a cake base that was "salty and bitter," with the affected products produced on December 5 and 6 [3]. - Hema's customer service confirmed the production issue and acknowledged receiving feedback for after-sales processing [3]. Group 2: Previous Incidents - Hema has faced several incidents this year, including a fine of 100,000 yuan for selling food that did not meet national safety standards in Xi'an [5]. - In March 2025, a customer found a cockroach in frozen dumplings purchased from Hema, prompting an investigation by local market supervision authorities [9][11]. - Hema was also penalized for selling products with excessive residues of banned veterinary drugs and for misleading advertising practices, resulting in fines totaling 400,000 yuan [13][18]. Group 3: Consumer Complaints - Hema topped the complaint list among major supermarket brands with 4,148 complaints, accounting for 19.17% of total complaints, and had a low resolution rate of 12.32% [16][17]. - Other brands like Sam's Club and RT-Mart followed, but Hema's complaint resolution rate was notably low compared to its competitors [17]. Group 4: Recommendations for Improvement - To enhance quality control, Hema should tighten supplier audits, improve production process visibility, and conduct regular self-inspections [18]. - The company could also benefit from a more proactive crisis management strategy, including timely public responses and compensation offers for affected customers [18]. - Leveraging advanced AI technology for supply chain management and customer experience could help Hema regain consumer trust and strengthen its brand reputation [18].