ComplaintsforAsian Mart Inc.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid total $43.33 for 3 orders of bubble tea mix plus 2 orders of ***** sugar latte mix. No expiration dates listed with exception of expires in 18 months on the bubble tea. No original date to gage when they actually should be expired. The ***** sugar latte mixes both expire 4/26/2022. The delivery was made to me on 4/6/2022. Im the only one consuming all of the above items. I reached out to Asian Mart and the customer rep emailed back requesting photo evidence of soon to expire dates. I provide. Then the customer service rep ****** that Id need to pay for the return of the items since it was not their fault the items are short dated. The rep also stated that they would not be able to resell the items due to the soon expiration dates. So now I have assume the cost to them and wait for them to receive the items to determine if Ill in fact get my refund?!? The rep ***** even offer to replace items. There was little to no concern about the distribution of soon to expire product.

  Business response

  04/07/2022

  Good Afternoon

   

  This is in regards to the customer's complaint. In our refund policy as you can see it clearly states any product above 2 weeks before expiring are still good for consumption by the customer and are NOT eligible for refunds. 

   

  Customers can send us returns but as also stated by the policy, they have to pay for the shipping label.

   

  If the item was to expire 2 weeks or before or if the product were already spoiled/ damaged then we would refund without a return. And if a customer wanted to return a damaged product we would also refund for that shipping label. 

   

  We spoke clearly and calmly to explain to the customer and she refused our assistance or to send the products back to us.

   

  If the item is not damaged and the customer wants to return for a refund we must inspect the item to make sure the item is still useable as in not open or damaged by the customer. It must be returned in original condition.

   

  Customer response

  04/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This business is expecting a customer to consume product within a 2 week frame when in all ******** should have been provided a longer shelf life product. I didnt refuse to return the product. I asked for the return address which was provided. How are they expecting to resell the product when its set to expire on 4/22/2022?!? That makes absolutely no sense! One box was opened with no product used to inspect the packets. This is when I noticed the set to expire date of 4/22/2022. I emailed the company on the same day of delivery (4/6/2022) to resolve. I dont consume coffee every single day. I expect To be able to have good shelf life product longer that 2 weeks for a nonperishable item. Apparently based on their policy; theyre expecting customers to experience short shelf life deliveries. Ive seen other complaints on this company where customers have received old food items. This is NOT a first time situation.  
  I should not have to pay for return of aging product. I should be refunded my $48 and they work on their quality assurance. 
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ************************************
  
  
  
  
   
  

  Business response

  04/21/2022

  Our company sells international products which already  subtracts from the shelf life. We state clearly in our policy that items with an expiration date of 2 weeks or more are not eligible for a refund unless the package was tampered or damaged. In the event the customer was to return any unopen products they could do so and be refunded for that package. However, we do not reimburse for the shipping in that case.  

  In the event that the item was to be returned it would not have been resold because it is now within the expiration of 2 week period. When it was delivered to the customer in question the product was fit for consumption well over 3 weeks. 

  To address other reviews the customer has seen we do not sell perishable fresh foods or frozen items only dry grocery items. 

  We apologize that this customer did not have a pleasant experience with our store but we cannot honor a refund because it is outside our refund policy as stated in the attachment. 

  To reiterate all items that are sold are ready for consumption and closely monitored for expiration dates. 

  Best regards,

  AsianMart

  Customer response

  04/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   Youre expecting a customer to quickly consume short dated product within a small window of time? It is only me who would be utilizing the product. I don't consume the purchased items on a daily basis. It would be beneficial to your consumer to know what the dates are on your products prior to shipping. I ordered the same product from Amazon and it expires on 4/17/2023. I have a FULL YEAR to consume at my desired rate. Its completely unfair to expect me to pay for return shipping in the HOPE that youll honor a full refund. Your site should have full disclosure on short dated items giving the consumer the ability to choose to order or not. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ************************************
  
  
  
  
   
  

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