"Feeling of Skin Being Scratched by Tampons" Defective Product Complaints Continue... Complacent Response Also Under Scrutiny

Sharp Foreign Object Causes Injury on Surface of Feminine Products
Consumer: "Company Responded as if 'It's No Big Deal'"
Company: "We Will Strive to Prevent Quality Issues from Recurring"
Expert: "Consumers Are Sensitive to Product Safety... Responsible Response Needed"

Feminine hygiene products. A consumer was injured by a sharp foreign object while using a feminine product sold by a domestic company, raising concerns about the company's response.
/Photo by AFP Yonhap News

[Asia Economy Reporter Kang Juhee] As injuries caused by sharp foreign objects occurred while using implantable female products, the response of the company that manufactured the products has come under scrutiny.

Despite the possibility of serious injuries due to defective products, the company responded complacently, saying it was "no big deal," raising concerns about safety issues. Experts emphasized the need for responsible responses, including reorganizing consumer dispute resolution standards within companies.

On the 9th, a netizen named A shared on an online community that they found foreign objects while using tampons produced by a domestic company.

A said that after using a tampon on the 7th, they felt something sharp scratch their skin when removing it. "At first, I thought it was a scratch from my fingernail, but when I examined the tampon, there was a hard piece attached," they explained. "It was stuck so firmly that it was impossible to remove by force. Upon closer inspection, there were not just one but one or two more pieces attached to the back."

A received a checkup at an obstetrics and gynecology clinic the next day and fortunately had no major issues. However, it was a frightening situation that could have caused serious wounds in a sensitive area.

A later filed a complaint with the manufacturer but had conflicts with the staff during the process. A said, "The staff asked if I could send the used product, but since it was stained with menstrual blood, I felt embarrassed and refused to send it." They added, "The company said they couldn't accurately determine the cause without retrieving the product, so I sent photos I had taken of it."

They continued, "The next day, the company contacted me saying, 'Based on the photos, it doesn't seem to be plastic,' 'It seems to be part of the structure wrapping the tampon,' and 'It's no big deal.' I pointed out, 'Regardless of what the substance is, the important thing is that such a hard material inside the body can cause injury somewhere.'"

A received a refund for the hospital bill and the purchased tampons from the company but felt the company did not seem to conduct a proper investigation into the defective product. "I kept wondering if the foreign object itself was contaminated, or if my menstrual pain worsened because of this. I was disappointed with the company's attitude," they said.

Feminine hygiene products.
Photo by Yonhap News

There was another case of damage caused by products from the same company. According to a media report on the 10th, consumer B reported experiencing severe pain while using a tampon last week.

B said, "I checked if the tampon string was properly attached and used it according to the instructions, but suddenly felt extreme pain. When I looked at the product again, the front part was broken and looked different from usual, so I informed the company."

However, B later received a response from the company saying, "Sometimes defective products like this occur when the plastic front part curls inward," and "All we can do is exchange or refund."

B criticized, "The company should notify users in advance about which parts of the product may occasionally be defective so that users can check themselves and filter out defective products. Considering the potential harm to other consumers, a one-time refund is not the answer."

Regarding this, the company stated that customer complaints are handled according to internal procedures and that they will strive to prevent recurrence of such issues.

On the 11th, the company said, "Usually, if there is a complaint about a product, the Customer Satisfaction Team receives it. According to internal procedures, the product is recalled, the cause of the defect is analyzed, and corrective actions are taken. Then, exchanges or refunds are processed according to the Fair Trade Act. In this case, since recall is difficult, the Customer Satisfaction Team plans to visit the customer to inspect the product."

They added, "In principle, such complaints should not occur. We will work to prevent quality issues from recurring."

Experts suggested the need for responsible responses, including reorganizing consumer dispute resolution standards. Professor Lee Eunhee of Inha University's Department of Consumer Studies said, "Recently, consumers thoroughly check the products they use. This case involves a sensitive issue where injuries could occur in delicate body parts. Although the company's initial response to offer exchange or refund seems to follow consumer dispute resolution standards, from the consumer's perspective, this response may have been insufficient."

She continued, "When consumers raise complaints, companies should not respond defensively or appear sensitive to legitimate consumer demands. Such attitudes provoke consumer dissatisfaction. It also seems necessary to revise manuals for customer consultation processes. Clear guidelines should be provided not only for refunds and exchanges but also for handling property and bodily harm."