On April 1, 2025, Demae-can, a leading food delivery service in Japan, found itself in hot water after a shocking incident involving a live slug discovered in a customer’s order. The company issued a public apology, acknowledging the distress caused by the incident and announcing an ongoing investigation into how the contamination occurred.
The unsettling discovery took place on March 29, 2025, when a customer utilizing Demae-can's contactless delivery service, known as "置き配" (okihai), contacted the company after noticing something unusual in their order. Upon inspection, it was confirmed that a live slug, measuring approximately five centimeters, had been mixed in with the delivered product. The bag containing the food had been sealed, leaving the company perplexed about how the slug managed to enter.
In a statement posted on their official website, Demae-can expressed their sincere apologies, stating, "We deeply regret the inconvenience and concern caused to our customers and partner restaurants. We are currently working with experts to determine the exact point of contamination from the manufacturing stage through to delivery." This marks the first incident of its kind since the launch of their contactless delivery service, highlighting potential vulnerabilities in the system.
In response to the incident, Demae-can took immediate action. On April 2, at around 2 PM, the company informed its delivery staff about new precautions. They emphasized the importance of thoroughly checking items during handoff and ensuring safe delivery locations for contactless orders. This was a proactive step aimed at preventing similar occurrences in the future.
The rise in popularity of contactless delivery has also led to an increase in reported problems. According to data from the Tokyo Consumer Affairs Center, consultations regarding "okihai" troubles reached a record high of 430 cases by the end of February last year. This trend indicates that as more customers opt for contactless delivery, the potential for mishaps also grows.
Many users appreciate the convenience of contactless delivery. A university student in their twenties shared, "It’s really convenient. I can stay inside and just pick it up when I feel like it or when I step outside." However, the convenience has not come without its challenges. Reports of various issues have surfaced, including damaged packaging and items being left in unsuitable conditions.
Some customers have expressed their concerns about the safety of their deliveries. One customer recounted a particularly unsettling experience, stating, "I received a notification that my package was delivered, but when I checked, it was at my neighbor's house instead." Another reported finding holes in the packaging, suggesting tampering or animal interference. A poster on social media shared a picture of a box with a hole in it, indicating that wildlife may have accessed their snacks inside.
In light of the recent incident, some customers are considering additional measures to protect their deliveries. One individual suggested, "Maybe I should install a delivery box to keep my items safe from wildlife." This reflects a growing awareness of the challenges posed by urban wildlife and the need for solutions to mitigate these risks.
Delivery personnel also shared their perspectives on the challenges of contactless delivery. One delivery worker explained, "When I do a contactless delivery, I take a picture of the item with the room number to confirm it has been delivered. Some customers prefer me to hang it on a hook at their door, but generally, I just place it on the ground." Another worker noted, "I used to lay down paper before placing the items on the ground, but due to complaints, I now just put them directly on the floor." This highlights the ongoing debate about cleanliness and safety in contactless delivery practices.
As Demae-can continues its investigation into the slug incident, the company is also addressing the broader implications of contactless delivery. The Tokyo Consumer Affairs Center has advised consumers to consider using specialized delivery bags and to retrieve their packages promptly to avoid potential issues. This advice underscores the importance of vigilance in the face of increasing reliance on delivery services.
The concerns raised by this incident and the increasing number of consultations about contactless delivery highlight the need for ongoing dialogue and improvements in the food delivery industry. As more people turn to services like Demae-can for convenience, ensuring the safety and quality of delivered products becomes paramount.
In conclusion, the discovery of a slug in a Demae-can delivery has raised significant questions about the safety protocols in place for contactless delivery services. While the company has taken steps to address the issue, it is clear that both consumers and delivery personnel must remain vigilant to ensure the integrity of their orders. As the industry evolves, so too must the practices that protect customers from potential mishaps.
