Previously,Consumer Mr. Liu purchased a Royalstar freezer model BD/BC-228D at the "Royalstar Freezer Flagship Store" on JD.com. The nominal volume of the product is 228L. The measured actual freezer volume is about 136L, and the volume has shrunk by about 92L.After many unsuccessful communications with the merchant, Mr. Liu complained to the JD.com platform and Beijing 12315, asking the merchant to compensate ten for every fake product, and to urge the platform to make rectifications.
On April 4, 2026, the relevant store contacted Mr. Liu and agreed to pay ten for every fake product, but required Mr. Liu to sign a withdrawal letter, withdraw the complaint and related reports, and said that it had contacted the factory to remove the problematic product from the shelves.
Mr. Liu accepted the plan of one fake and ten compensation, but refused to sign the withdrawal letter. The two parties did not reach an agreement.
On April 4, the relevant freezer product page displayed "The current product has expired and does not exist" and the product has been removed from the shelves.
JD customer service informed Mr. Liu that the merchant had been punished in accordance with the platform rules.
The store's customer service previously stated that the 228L volume is internal measurement data, the product is authorized by the brand, and the parameters are provided by the factory.
The relevant business entity is Ningbo Duofangda Network Technology Co., Ltd., and a staff member of Hefei Royalstar Electronic and Electrical Group Co., Ltd. said that the company has no connection with the main factory of Royalstar, and it is unclear whether it has obtained brand authorization. Royalstar brand licensing companies are all independent legal persons.
On April 8, the Cixi Market Supervision and Administration Bureau stated that relevant clues had been handed over to the corresponding departments and verification work was under way.
As of now, the investigation and handling of this incident are still ongoing.