A San Francisco woman discovered insects in rice ordered from Amazon Grocery. After her refund was delayed, 7 On Your Side intervened, leading to a swift resolution from Amazon, including a refund and additional compensation.
Amazon approved a refund request, but the funds never arrived. Here's what happened nextDo you buy packaged food online? Here's a warning before your next bite.
Some food sold on Amazon Grocery is showing up with unwanted visitors inside. 7 On Your Side got answers from Amazon after a San Francisco woman discovered insects in rice she ordered online.
"This is my Amazon rice... that I bought from Amazon... and look what's in there! " the customer says in a video she recorded. "There's something in the rice ... which is really disgusting! " The woman, Amy Chau of San Francisco, said she was just trying to buy brown rice.
It was a busy work week, so Chau skipped the grocery store and ordered rice online from Amazon Grocery: two bags for around three dollars each. It was on sale and seemed like a great deal -- until she noticed the rice moving. She took a video and shared it with 7 On Your Side.
"There was like worms... things wiggling inside an unopened bag of rice," she said. At first glance, it's easy to miss because the insects blend in with the rice grains. When the package arrived, Chau said she didn't think to inspect it. She opened it and emptied it into a container.
"When I came back home, I saw that there were a few moths flying around in my place that I never noticed before... " Chau said. "And then when I looked in my container ... I opened and there were a couple of moths that flew out," she said.
"Two flew out of the container! " Chau said.in the rice. She checked the second bag left in her pantry and took more videos.
"This rice... you threw it away? " Sierra asked. Chau said she filed a claim with Amazon, and emails show the tech giant approved a generous refund of $301 for her trouble, with the money stated to arrive within seven business days. But Chau said she never got it.
"I just felt kind of helpless -- so that's when I called ABC News On Your Side, because I just felt they were ignoring me the whole time," Chau said. "Three weeks to a month! " Chau said. "We appreciate ABC7 for bringing this matter to our attention.
Our team has resolved the matter directly with the customer and have apologized for any inconvenience caused," said Lex Evans, an Amazon spokesperson.
"Finally hit my bank account! " Chau said. "It got resolved basically the next day after I contacted you... The speed was night and day!
" After 7 On Your Side contacted Amazon, Chau received her refund the next business day -- plus an extra $100 gift card for the distress. A nice return for those three-dollar bags of rice, and a good reminder to always doublecheck the packaging. Take a look at more stories and videos by7OYS's consumer hotline is a free consumer mediation service for those in the San Francisco Bay Area.
We assist individuals with consumer-related issues; we cannot assist on cases between businesses, or cases involving family law, criminal matters, landlord/tenant disputes, labor issues, or medical issues.. As a part of our process in assisting you, it is necessary that we contact the company / agency you are writing about. If you do not wish us to contact them, please let us know right away, as it will affect our ability to work on your case.
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Amazon Refund Food Contamination Consumer Rights Online Grocery Insects In Rice
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