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].

Core Points - Hema Fresh officially opened its first store in Jiangyin on September 30, coinciding with the "Golden Week" holiday, establishing a new popular destination in the area [1] Group 1: Store Overview - The Hema Fresh Jiangyin store is located on the first floor of Wanda Plaza on People's West Road, covering an area of over 3,500 square meters and offering more than 5,000 global and local specialty products [3] - The store features a wide range of categories, including fresh flowers, baked goods, seafood, poultry, and high-end health brands, catering to consumers' one-stop shopping needs [3][4] Group 2: Consumer Experience - Customers experienced long queues as the store opened at 8:58 AM, highlighting strong local interest and demand [3] - The store offers live seafood processing and tasting services, enhancing the shopping experience [4] Group 3: Seasonal Promotions - The "Golden Week" coincides with the Mid-Autumn Festival, leading to a surge in sales for mooncakes, hairy crabs, durians, and flowers [6] - The store has introduced hairy crabs from Yangcheng Lake and Xinghua, capitalizing on seasonal demand [6] Group 4: Popular Products - During the online trial operation, products such as durian mille-feuille, Swiss rolls, salmon slices, fresh milk, and cloud mist green tea became local favorites, ranking among the top five repurchased items [7] - The store has set up food stalls offering local snacks to cater to diverse consumer tastes, allowing customers to enjoy food while shopping [7]

Core Viewpoint - The article discusses the ongoing food safety issues faced by Hema Fresh, particularly regarding the non-compliance of antibiotic-free fresh eggs, which has led to consumer refunds and scrutiny of the company's supply chain practices [3][4][19]. Group 1: Incident Overview - Hema Fresh's Wefang store faced a scandal involving the sale of antibiotic-free fresh eggs that failed safety inspections, leading to consumer demands for refunds [3][5]. - The supplier, Xiaochi Egg Industry (Shandong) Co., claimed that no antibiotics were used during the breeding process and that subsequent third-party tests showed the products were compliant [13][16]. - The incident originated from a special inspection by the Shandong market supervision authority, which found residues of dimetridazole and methoxyphenone in the eggs, violating national food safety standards [11][19]. Group 2: Consumer Reactions - Despite Hema Fresh displaying certification and inspection reports, many consumers remain skeptical and continue to demand refunds for previously purchased products [12][19]. - Social media platforms have seen numerous posts from consumers across various regions, expressing dissatisfaction and demanding accountability from Hema Fresh [12][19]. Group 3: Company Response and Future Actions - Hema Fresh has reportedly suspended cooperation with the implicated supplier following the incident [19]. - The company is under pressure to enhance its food safety measures and supplier management as it continues to expand aggressively, having achieved its first annual profit in the fiscal year ending March 2023 [19][20]. - Hema Fresh plans to open nearly 100 new stores in the upcoming fiscal year, raising concerns about maintaining product quality and safety during rapid expansion [19][20].