Many businesses are embracing online as a means of improving their own efficiencies and reducing costs, such as staffing and high-profile premises. Yet when the supply chain has limited oversight or poor quality control, are such efficiencies really worth it in the long run?
The case of an American woman is a prime example. News Corp reported that in early January, the New York resident bought a pair of jeans online from retailer Nordstrom, only to discover a used women’s G-string tucked into one of the pockets.
She was reportedly offered a replacement pair when she lodged a complaint, but was unhappy with this as a response, noting the serious hygiene problems such an instance involves as well as her level of disgust over the incident.
Nordstrom has been contacted for comment on the matter.
My Business also contacted CHOICE to discover whether similar instances have been reported here in Australia, but had not received a response by the time of publishing.
It is not the first time unwanted finds have been made by customers in store-bought products – pests found in food products and even drugs found hidden in shipments have hit the headlines in Australia and around the world before.
Such instances highlight the potential for things to go awry when businesses are reliant on a supply chain over which they have little or no direct control, or fail to implement adequate quality control measures.
Not only that, a similar instance of wayward undergarments in Australia could actually be a breach of the law.
Under Australian Consumer Law, a supplier guarantees that services are provided “with due care and skill”.
Furthermore, consumer law also has provisions for “acceptable quality”, that include products being “acceptable in appearance and finish”, “free from defects” as well as “safe”.