Shanghai consumers find CWH site lacking


Chemist Warehouse’s online retail offering has come under fire from the Shanghai Consumer Council

The Council conducted a quality test of seven international web platforms – including Chemist Warehouse – and 14 samples.

Each platform had two samples covered in the test, which targeted general services, but not product quality or intellectual property rights.

The test used milk powder as its examples, and the Council found that none of the sites indicated dairy source, instructions for baby formula use or production dates.

Chemist Warehouse’s online offer was criticised for its lack of a Chinese language version, as were eBay and VITACOST.

Chemist Warehouse, Bodyguard and Windeln.de also had fewer searching or filtering functions compared with the other sites, the Council found.

In terms of information confirmation, Chemist Warehouse and Bodyguard only provided confirmation on information including address, product price and delivery fare. Other details, such as delivery method, tax, and expected delivery time, were missing.

Amazon, VITACOST and Windeln.de had more complete information in this regard, the Council said.

Delivery lagged overall, with 71% of the 14 samples arriving after 10 or more days; Pharmacy Online and Bodyguard were the slowest, at 18 days.

Only Amazon and Bodyguard were found to have online services, with the other sites providing email contact only (though eBay also failed to respond to an email enquiry).

A milk powder sample sold on Pharmacy Online was marked as being produced in Australia, but the real product was made in New Zealand, according to the Council.

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