MINISO Group Holding Limited (MNSO) released findings on August 12 regarding recent online claims about its disposable underwear products. Following internal inspections, supply chain audits, and independent testing by two third-party agencies—Guangzhou Inspection and Testing Certification Group (GTG) and Intertek—the company confirmed that all currently sold disposable underwear meets quality standards, with no anomalies detected.
The incident began when a consumer posted a video on social media, alleging that the waistband of a purchased disposable underwear detached from the fabric during use. The video quickly spread, sparking public discussion about the product's quality. In response, MINISO immediately established a special investigation team and contacted the consumer, with both parties reaching a consensus on the matter.
To address the quality concerns, MINISO conducted multiple rounds of testing. On August 7, the company randomly selected 15 product batches for internal tests on indicators such as appearance and waistband elasticity, all of which passed. Subsequently, MINISO commissioned GTG and Intertek to perform independent tests on randomly sampled items and sealed samples from the store involved. The tests focused on key metrics directly related to the incident, including waistband extension performance, tensile elastic elongation, elastic band recovery rate, and side seam strength. The report attached 88 third-party test results, all marked as "qualified."
The company stated, "The test results indicate that all sampled products meet relevant standards and our quality control requirements, with no quality anomalies detected." Beyond product testing, MINISO traced the supply chain of the involved items. The quality team reviewed 201 raw material inspection reports, 192 production inspection records, 64 finished product acceptance documents, and sampled 21 segments of production surveillance video, finding no irregularities throughout the process.
As of now, the consumer has not provided the actual product shown in the video. MINISO noted that without the physical sample, it cannot further verify the product's specific source, actual usage scenario, or cause of the damage. "If the relevant physical sample becomes available, we will promptly conduct a targeted investigation and disclose the results to the public," the company said.
Social media has lowered the threshold for consumer expression and rights protection, allowing for greater public oversight of company products and services. However, in an environment of rapid information dissemination, a dramatic or unusual consumer experience can quickly be amplified, potentially influencing public perception of a brand and its products. This incident reflects a typical online consumer complaint, with the consumer's negative experience on one side and the company's internal tests, supply chain audits, and third-party results all showing compliance on the other. Amid public scrutiny, the focus must return to the facts.
MINISO emphasized that in the age of social media, consumer disputes should be discussed based on facts. "We respect every consumer's voice, as well as professional testing and objective facts. Before forming any judgment, let the facts and test results speak for themselves," the company stated.