Core Viewpoint - The article highlights consumer dissatisfaction with Alibaba's Tmall Supermarket, particularly regarding counterfeit products and inadequate customer service responses, leading to a call for accountability and better consumer protection [1][4][7]. Group 1: Consumer Experience - A long-term consumer of "Xinshi Tang" Yuling Gao purchased counterfeit products from Tmall Supermarket, which deviated significantly from the expected quality and characteristics [3]. - The consumer experienced physical discomfort after consuming the counterfeit product and faced unhelpful responses from customer service, which insisted the product was compliant [3][4]. - The article mentions multiple instances of other consumers facing similar issues with counterfeit products and poor customer service, indicating a systemic problem within the platform [4]. Group 2: Customer Service Issues - Public data reveals that as of May 28, 2025, Tmall's complaint response rate was only 5.53%, and the completion rate was 5.41%, ranking at the bottom among major e-commerce platforms [4]. - The article criticizes the customer service team's dismissive responses, which include phrases like "the product is fine" and "the inspection report is compliant," reflecting a lack of genuine support for consumers [4][5]. Group 3: Call for Accountability - The consumer has initiated formal complaints through platforms like 12315 and Black Cat Complaints, indicating a willingness to pursue legal action if necessary [5]. - The article emphasizes the need for Alibaba to uphold its commitments to consumer protection, particularly regarding the "genuine product guarantee" promised to VIP members [7]. - The author urges Alibaba's leadership to recognize the importance of consumer trust and social responsibility over mere financial metrics [7].