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A Chedraui México point of sale located in Xalapa was exposed due to lack of quality in the bakery section.
The complaint was made by Twitter by a user who found an insect in a bread.
Chedraui puts the health of its consumers at risk.
Through Twitter, a user complained about the quality of the product of a branch of Chedraui México located in Xalapa. The consumer reported that he bought two pieces of bread and found an “insect or cockroach” inside one of them and recommended to the retailer pay more attention to the matter.
“Today I had to see the lack of quality control and cleanliness in the Chedraui Museo de Xalapa bakery, because inside a piece of bread one finds an insect or cockroach, I hope they pay more attention to this matter,” commented the user Francisco Blanco on his Twitter account tagging the brand.
@Chedrauioficial @xalapa
Today I had to see the lack of quality control and cleanliness in the Chedraui Museo de Xalapa bakery because inside a piece of bread one finds an insect or cockroach, I hope they pay more attention to this matter. pic.twitter.com/U8uhdkVqYM– Francisco Blanco (@Franc_Blanco) April 10, 2022
Today consumption is not produced rationally, but purchase decisions are dominated by emotions, it is no longer about selling a brand well, but about creating long-term relationships with the consumer through good shopping experience.
The experience of negative emotions such as regret and disappointment have consequences in consumer behavior. According to Marianela Matías Sánchez in “Consuming emotions, Emotional intelligence applied to marketing”, repentant consumers are those who recognize that there is a better option, and switch to another service provider.
Find “insect” in bread and this is how the brand responds in networks
To address the situation, Chedraui México used the same social network to connect with its client and responded with the following:
“Hello Francisco! We will take the necessary steps to review this case. Please, share with us in direct message your email address, contact telephone number, and a legible photo of your purchase receipt with visible folio”, said the brand on its social network.
Beyond the effects on his health, the consumer was concerned about the quality control of the two pieces of aniseed bread that he bought at the retailer, since one had a cockroach inside and in the second piece a leg of the animal was found inside. the envelope.
With this, Chedraui Mexico is exposed to a sanitary complaint imposed on the Federal Commission for the Protection against Sanitary Risks (Cofepris).
And it is that health complaints can be filed for any fact, act or omission that represents a risk or causes damage to the health of the population.
Despite Chedraui’s quick response and solution, the negative emotions caused by brands and dissatisfaction make consumers no longer feel close to her.