Naixue Drink drank a stone and claimed a claim was retaliated by the merchant?!

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Recently,"Jiangnan Metropolis Daily" and other media reported that some netizens posted a post on social platforms to report that they drank stones from drinks purchased at Naixue Wanda Plaza Store in Linping District, Hangzhou on the evening of January 14.

According to the poster, on the night of the incident, he and his friends went to Naixue Store in Wanda Plaza in Linping District to buy a cup of "66 blueberry and mulberry milkshake." Within two minutes of taking the meal, the customer drank a hard object from it. After spitting it out, he found it was a blue-black stone the size of a thumb lid. The party concerned immediately returned to the store to report on the situation. The clerk initially proposed a solution to refund the order and give away two drinks, but the party concerned did not accept it and demanded compensation in accordance with relevant regulations.

Unexpectedly, after learning about the situation, the store manager directly denied that the stone came from the store's products, claiming that the customer had put it in by himself. The video footage provided by the party concerned showed two men surrounding him calling him a "liar" and threatening to "go to the hospital if you drink something wrong."

Customers said that the merchants accused them of cheating money and fraud in person, and were emotional and abusive, and even had a tendency to do it. When they were unable to communicate and negotiate compensation matters and were bitten back, the party concerned chose to call the police and proposed to check the surveillance videos of Naixue stores and shopping malls to prove his innocence.

The police arrived at the scene and accompanied by the staff. The parties checked the store's surveillance and the video screen completely recorded the entire process of the consumer unpacking drinks, drinking and spitting out stones after picking up the meal at the store. However, the store did not provide monitoring of the beverage making process, and the dispute between the two parties remained unresolved after the police intervened. Afterwards, the consumer said that he had submitted relevant complaints to Naixue's official customer service and the 12315 platform.

In addition, when the source of the stones drunk was not clear, the merchant flatly denied and accused the customer of claiming compensation for the purpose of extorting money. The party concerned bluntly stated that it was unacceptable and believed that the store should explain the matter and give an explanation.

On January 16, a reporter from Jiangnan Metropolis Daily called Naixue's official customer service, and its staff replied,"We will not accept media interviews. If there are any questions, customers are advised to directly enter the store to provide feedback records."

Dianshi News tried many times to contact the store involved, but its phone kept showing "service suspended." Subsequently, the media reporter contacted Naixue headquarters, and the customer service staff said that why foreign objects appeared in the drinks needed to be verified with the store involved; further understanding of the situation was also needed as to why the store manager insulted the customer and accused him of "fraud."

When asked if the store was equipped with surveillance and could record the entire process of beverage making, the staff said that the store was indeed equipped with monitoring equipment. As for whether monitoring can be disclosed to consumers, it needs to be implemented in accordance with relevant store regulations. The staff also stated that they would report back the matter to the superior department and provide a formal reply after verification. However, as of January 16, when the media was released, Naixue officials had not made any further response to the fact that consumers drank stones.

Picture from: Internet

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