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A consumer in Chongqing reported finding black wool-like threads in the filling of a black garlic pork floss sandwich biscuit bought from Chayan Yuese. The brand asked for the biscuit to be returned before any compensation, which drew pushback from users who worried the evidence would disappear.

The complaint follows earlier reports of hair, insects, and screws in Chayan Yuese snacks, where after-sales responses typically involved returning the item for gift packages or coupons rather than statutory compensation. The dispute has widened into a debate over whether merchants may demand the return of evidence before resolving claims.

Recently, a consumer posted a video on social media claiming to have found black wool thread in a black garlic pork floss sandwich biscuit purchased from Chayan Yuese, sparking widespread attention. The video shows black thread-like fibers resembling sewing thread mixed into the biscuit's filling layer, connecting the broken pieces together. After the poster gave feedback to customer service, the brand required the problematic biscuit to be sent back before compensation could be issued—a solution that drew opposition from many netizens who feared the evidence would be lost. Previously, consumers had already reported finding hair, insects, and even screws in Chayan Yuese snacks, with after-sales handling mostly involving returning the product in exchange for gift packages or coupons, rarely providing financial compensation as required by law. As the incident continues to ferment, discussions about the reasonableness of merchants demanding the return of evidence and the protection of consumer rights are intensifying.

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Recently, a consumer feedback video about Chayan Yuese biscuits spread widely on social media, attracting a large number of users' attention and discussion.

According to the poster, last week she bought several packs of snacks at a Chayan Yuese store in Chongqing, including a black garlic pork floss sandwich biscuit. A few days later when she opened it to eat, she found that the biscuit she bit into seemed to have an unbreakable thread. Upon taking it out, she was startled—there were clearly visible black threads in the biscuit's filling layer.

The video shows the person holding up the bitten yellow biscuit, with black wool-like threads resembling sewing thread visible between the broken pieces, connecting them together. This situation frightened the customer, who immediately took photos and videos to give feedback to customer service, and did not dare to eat the remaining biscuits.

After the post was published, users who had bought the same product found the images shocking: "Help, I still have a bag of this at home, I dare not eat it," "It looks like the fake grass on our back field," "Is this a biscuit sewn with needle and thread?" Meanwhile, the poster stated that as the post gained traction, Chayan Yuese staff likely noticed her feedback and, after making contact, said the biscuit containing the foreign object needed to be sent back before subsequent compensation could proceed.

Regarding the merchant's proposed solution, some pointed out that most of the derivative snacks sold by Chayan Yuese, such as small snacks, are made by contract manufacturers rather than produced by the brand itself. Therefore, the brand asking customers to send back the biscuit is likely intended for identification, to confirm the situation is true before giving a corresponding response and compensating the consumer, as well as to provide feedback to and negotiate with the snack contract manufacturer.

However, more people opposed Chayan Yuese's proposed solution, urging the person not to send back the "stringy biscuit" but instead to protect their rights through official proper channels and send the biscuit to a third-party authoritative institution for inspection: "Absolutely do not send it to Chayan Yuese—once sent, the evidence is gone."

They said that on social media, users can often be seen posting about finding hair, insects, and even screws—deeply concerning foreign objects—in bread crumbs, corn cakes, and other items purchased from Chayan Yuese stores and e-commerce channels. After these consumers gave feedback to the merchant, they were basically all told "compensation only after the product is sent back."

However, some of them revealed that once the brand confirms the reported situation is true, it may compensate customers with snack gift packages, brand merchandise, coupons, etc., and rarely provides financial compensation to consumers in accordance with relevant laws and regulations.

Because of these precedents, consumers who have experienced similar situations do not quite approve of Chayan Yuese's after-sales handling, fearing the person involved would thereby lose evidence and be unable to protect their rights.

However, a netizen with the opposite attitude believes that when a customer reports a product problem, it is reasonable for the merchant to want the product back to understand the situation and determine both parties' responsibility before proceeding with subsequent compensation matters, and feels the onlookers may be worrying unnecessarily.

Image source: Xiaohongshu

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The above content is compiled by CoffeeHunters, a coffee news website.