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中消协:美团外卖有肉食生蛆 饿了么有毛发异物

2016-11-11 05:44:52   京华时报

昨天上午,中消协通报了2016年网络外卖订餐服务体验式调查结果,食品安全问题、黑外卖餐馆现象仍然存在。其中消费者最关注的食品安全方面,北京“美团外卖”出现肉食生蛆问题。

据统计,截至今年6月,我国网络外卖订餐用户规模达到1.5亿,较2015年增加31.8%。仅2015年,网络外卖订餐服务销售额达到457.8亿元。

据了解,此次调查对美团外卖(含大众点评网,以下同)、饿了么、百度外卖(含百度糯米,下同)、口碑/淘宝外卖和其他品牌(含外卖超人、到家美食会、易淘外卖)等平台完成了1006次体验,同时实地暗访了93家网络外卖订餐平台入驻商家的实体门店。

调查结果显示,本次网路订餐服务整体得分为79.8分,其中线上体验得分为84.7分,线下体验得分为77.7分,体验员对网络外卖订餐线下服务体验评价相对较低。问题包括餐食存在异物,无资质商家仍然存在,餐食出现串味,超过五成的外卖无法取消订单,超过七成的平台商家不主动提供发票等。

具体问题方面,9月9日北京体验员在“美团外卖”时遇到肉食生蛆等严重食品卫生安全问题,9月20日杭州体验员在“饿了么”平台时发现毛发等异物。宝鸡体验员发现“饿了么”平台上的“土豆片肉夹馍店”,实际是个街边移动式食品小摊位,不具备相应经营资质。

中消协表示,从本次体验的结果来看,网络外卖订餐服务中网络订单取消难、送餐服务不及时、餐食卫生安全隐患多等问题相对突出。中消协建议政府相关部门建立联合执法协调机制,强化对平台和商家在资质审核、服务提供、消费者个人信息保护等方面的监督管理,对于平台和商家违反相关法律规定的行为进行严厉查处。

中消协表示,网络外卖订餐平台作为网络外卖服务的主要责任人,要担负起商家的资质审查责任,杜绝无资质、信誉低、服务差的商家入驻平台、提供服务,要强化餐食包装、配送设施等标准和质量,优化平台操作,加强对配送人员的培训和管理。

部分问题

1 不能及时送达餐食。17.5%的体验员反映网络外卖订餐平台未按照系统显示时间送达餐食。如“百度外卖”时线上订单显示已送达,实际线下外卖并没有送达;“百度外卖”平台显示餐食预计送达时间为13:09,实际送达时间为13:23,累计超时14分钟。

2 送餐人员服务意识薄弱、主动性较差。体验发现,部分平台商家送餐并非平台统一安排人员,而是由商家自行安排,加之人员业务培训不足,部分送餐人员服务意识薄弱、主动性较差。如“百度糯米”只顾自己打电话,不理会体验员询问的情况;“美团外卖”送餐人员随意性较强,不使用规范服务用语,全过程没有下车。

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