My Essay
Worried customers wanting a refund on cash coupons from a local herbal chain store accused of selling mouldy jelly had a frustrating time trying to get through to its hotline yesterday.
Hoi Tin Tong said yesterday any customers who wanted a refund of their coupons could call its hotline during office hours, but the line was engaged all day.
It came after allegations this week from a former shareholder of the company that its workers were cleaning off mould-covered jelly before selling it as fresh.
They were followed by a university study that found the company's turtle shell herbal jelly contained almost no shell. The firm's mainland sales manager denied claims it did not have approval to use turtle shell in its products.
Yesterday, customers who couldn't get through to the hotline went to the outlets in person for their refunds. Staff at the Jordan and Causeway Bay stores said the head office was responsible for the refunds and it would pass on customers' details.
But one customer left the Wan Chai store angry and frustrated, holding her coupons for HK$200. "My coupons will expire at the end of the year. I left my details with the staff, but what if they don't call me until the end of December? Then they will tell me I can't get my money back?"
A Hoi Tin Tong spokeswoman said it had assigned eight staff to handle the hotline but it was swamped with calls yesterday.
Meanwhile, the Food and Environmental Hygiene Department said it had been trying to enter the company's Yuen Long factory for the past two days but it appeared to be shut down. A spokesman said the department had contacted the company asking them to open the factory for inspection as soon as possible.
The Hoi Tin Tong spokeswoman said she would have to check how long the factory had been closed. The Centre for Food Safety has inspected all 81 of the firm's shops in the city and has taken samples. Secretary for Food and Health Ko Wing-man said the results could take weeks.
Customs officials
Hoi Tin Tong said yesterday any customers who wanted a refund of their coupons could call its hotline during office hours, but the line was engaged all day.
It came after allegations this week from a former shareholder of the company that its workers were cleaning off mould-covered jelly before selling it as fresh.
They were followed by a university study that found the company's turtle shell herbal jelly contained almost no shell. The firm's mainland sales manager denied claims it did not have approval to use turtle shell in its products.
Yesterday, customers who couldn't get through to the hotline went to the outlets in person for their refunds. Staff at the Jordan and Causeway Bay stores said the head office was responsible for the refunds and it would pass on customers' details.
But one customer left the Wan Chai store angry and frustrated, holding her coupons for HK$200. "My coupons will expire at the end of the year. I left my details with the staff, but what if they don't call me until the end of December? Then they will tell me I can't get my money back?"
A Hoi Tin Tong spokeswoman said it had assigned eight staff to handle the hotline but it was swamped with calls yesterday.
Meanwhile, the Food and Environmental Hygiene Department said it had been trying to enter the company's Yuen Long factory for the past two days but it appeared to be shut down. A spokesman said the department had contacted the company asking them to open the factory for inspection as soon as possible.
The Hoi Tin Tong spokeswoman said she would have to check how long the factory had been closed. The Centre for Food Safety has inspected all 81 of the firm's shops in the city and has taken samples. Secretary for Food and Health Ko Wing-man said the results could take weeks.
Customs officials