A major food safety incident involving Sam’s Club has prompted a swift investigation and public apology after a customer in Shenzhen, China, reported finding a live mouse inside a package of ordered mochi delivered via the retailer’s “Rapid Delivery” service. The alarming discovery, which occurred around December 9, quickly circulated on mainland social media, raising immediate concerns about hygiene standards in fast-tracked commercial delivery systems.
The incident unfolded after a Shenzhen-based member placed an order through the Sam’s Club mobile application late one evening, including fresh beverages and a 24-piece box of the popular Member’s Mark original mochi. Upon receiving the insulated delivery bag, the customer was horrified to discover a dark gray, live rodent housed within the clear plastic container holding the dessert. Accompanying visual evidence shared online depicted not only the mouse but also apparent bite marks and irregular damage on several mochi pieces, suggesting prior infestation or feeding.
Retailer Launches Immediate Investigation
Following the immediate one-star review and formal complaint lodged by the customer, Sam’s Club—a subsidiary of Walmart—mobilized quickly, stating its high commitment to both food safety and member experience. The retailer immediately commissioned a professional pest control service to conduct a comprehensive, end-to-end audit stretching from manufacturing to final delivery.
Initial internal checks, including the review of production, packaging, warehousing records, and in-warehouse CCTV footage, reportedly showed no evidence of rodent activity within the controlled supply chain environment. This led investigators to focus on the final delivery logistics.
Outdoor Pickup Point Identified as Source
Sam’s Club’s preliminary findings indicated that the contamination likely occurred at the designated outdoor collection point utilized by the “Rapid Delivery” service. A third-party pest control expert later inspected the site and confirmed signs of wild pest activity, noting that surrounding shrubbery provided a natural habitat for rodents.
The retailer concluded that the evidence strongly suggested an opportunistic intrusion occurred while the packaged goods were briefly stationed at the exterior pickup location awaiting delivery. The customer, who firmly maintained that the mouse was present upon receipt and shared photos, videos, and receipts as evidence, stated they were pursuing redress through various channels.
Enhancing Delivery and Packaging Protocols
Sam’s Club publicly admitted that the incident caused distress to the member. While stating the matter had been resolved appropriately with the affected purchaser, the company announced immediate steps to strengthen its supply chain integrity.
Moving forward, Sam’s Club emphasized it would intensify packaging controls for all items dispatched via rapid delivery and strictly review and enhance outdoor staging and delivery processes to mitigate external environmental risks.
This incident underscores the complex challenges retailers face in maintaining stringent quality control when utilizing third-party logistics and expedited delivery methods that involve brief outdoor handling or staging. Consumers expect the same high level of protection whether products are purchased in-store or delivered to their doorstep. Retailers offering rapid services must ensure that speed does not compromise vital safety and sanitation standards. Industry experts suggest increased use of tamper-proof seals and completely secure, indoor collection points will be crucial for maintaining consumer trust in fast-delivery models.