Alleged four-letter card from Estee Lauder shocks online customer

Updated 2017-12-21 09:30:31 Global Times

Alleged four-letter card shocks online customer

An overseas Chinese was shocked to receive a "FCK U" message from Estee Lauder instead of the "Love you mum" she had requested for her gift message card, prompting the company to respond that it was all a mix-up.

The U.S. resident submitted her order to the official website on November 24 Black Friday, she posted on her Sina Weibo account on Tuesday.

"It was a gift to my mum," she told the Global Times Wednesday. "It was irritating to receive an f word card instead."

She posted a picture of the order, showing the parcel sent to "Ren Xintong." She did not confirm Ren as her name to the Global Times.

The post garnered more than 20,000 reposts with more than 10,000 comments. Many called Estee Lauder racist and suggested she sue the company.

In following Weibo posts, the customer alleged that both the online customer service manager and the global brand president of Estee Lauder sent her e-mails explaining the event was an error that occurred when the order was processed.

The card the customer received was written by a customer for a different order, the customer service manager allegedly wrote. The customer did not supply full details or proof of the alleged e-mails.

"Normally cards with some dirty words are not allowed to be sent," Sun Lingling, Corporate Public Relation Function Manager of Estee Lauder (Shanghai) Commercial Company, told Global Times on Wednesday. "It is highly likely that the scanning system did not recognize the f word since it was not fully spelled out," she said.

It was a potential lawsuit "no matter whether it was intentional or not," Qiu Baochang, a legal consultant at the China Consumers' Association told the Global Times. "The company should give a detailed explanation and apology."

As for the alleged racism, Qiu suggested Chinese living abroad maintain a right mindset without being too sensitive.

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