SF Express, a company long known for its quality service, has encountered a major incident. Recent reports from users indicate that food items shipped via SF Express arrived contaminated with unidentified bloodstains, and the external packaging had been replaced without authorization. Customer service representatives from SF Express stated that an investigation is currently underway, and further updates will be provided once available.
On the consumer complaint platform Hei Mao Tou Su, SF Express has accumulated over 147,000 complaints to date. Issues reported include damaged parcels, unauthorized opening of packages, and failure to meet promised delivery times. Multiple consumers have alleged that even after purchasing insurance for their shipments, SF Express refused compensation when items arrived damaged.
According to the recently released financial report by S.F. Holding Co., Ltd., the company's gross profit margin for 2025 was 13.07%, a decrease of 0.61 percentage points compared to the previous year. The core segment—Express and Large Item Delivery—saw its net profit decline by 3.46% year-on-year in 2025, equivalent to a reduction of approximately 380 million yuan in earnings. Meanwhile, the total pre-tax compensation for Wang Wei, Chairman and General Manager of S.F. Holding, increased from 1.309 million yuan in 2024 to 1.935 million yuan in 2025.
A recent online post described how a user received a food shipment from a friend via SF Express, only to discover that the items inside were stained with a red liquid suspected to be blood. The user reported that the external packaging was damaged and dented upon arrival. Upon opening the box, they found the food items in disarray, with rice noodles covered in an unknown red liquid emitting a distinct smell of blood. Further verification revealed that the box received was entirely different from the one originally sent by the friend. Not only was it stained with blood, but it had also been opened and repackaged without consent.
When the user contacted SF Express customer service, they were informed that the parcel had been opened and repackaged during transit due to contamination from a separate shipment containing blood that had leaked. However, the customer service representative could not clarify the origin of the blood or whether proper transportation protocols were followed, leading to accusations of evading responsibility.
The user raised concerns about SF Express violating regulations by opening private parcels without permission and highlighted serious food safety risks, as the company failed to notify the recipient about the contamination, merely repackaging the items and sending them onward. The incident quickly gained traction on social media, with many users expressing alarm over SF Express's handling of the situation. Comments included concerns about the safety of receiving parcels in the future and criticism of the company's unprofessional and irresponsible behavior.
In response to the incident, SF Express customer service reiterated that an investigation is ongoing and advised the public to monitor the company’s official channels for updates.
On Hei Mao Tou Su, numerous complaints detail similar issues. One consumer reported shipping a Samsung W23 foldable smartphone via SF Express in February. Despite the phone being in perfect condition at the time of shipment and the consumer having purchased insurance coverage for 2,800 yuan, the device arrived with a damaged screen. After filing a complaint, the consumer claimed that customer service was uncooperative, initially refusing compensation and later offering only a few hundred yuan in coupons as settlement, which was rejected.
Another user shared that in March, they shipped a computer monitor and CPU via SF Express, paying a freight fee of 421.02 yuan and purchasing insurance coverage for 10,000 yuan. Upon delivery, the monitor was severely damaged. Despite submitting evidence to SF Express’s claims department, the company delayed processing for eight days before ultimately denying compensation on the grounds that the condition of the items before shipment could not be verified.
SF Express’s mobile application currently offers three types of insurance products: Basic Coverage, Fixed Value Coverage, and Full Value Coverage, each with different fee rates. According to customer service, compensation is provided proportionally if claims meet specific criteria, including delays beyond promised delivery windows, damage to items due to improper handling, or issues caused by uncontrollable factors such as weather or natural disasters.
S.F. Holding’s 2025 annual report revealed record-high performance, with revenue reaching 308.227 billion yuan, an increase of 8.37% year-on-year. Net profit attributable to shareholders rose by 9.31% to 11.117 billion yuan, while adjusted net profit saw a slight increase of 1.29% to 9.264 billion yuan. However, underlying challenges persist. The company’s total parcel volume for 2025 reached 16.72 billion, a growth of 25.4% compared to the previous year. This growth rate significantly outpaced revenue growth, indicating a decline in average revenue per parcel.
The Express and Large Item Delivery segment, which includes time-sensitive express delivery, economy express services, freight transportation, and cold chain logistics, reported a net profit of approximately 10.6 billion yuan for 2025, down 3.46% from the previous year. S.F. Holding attributed this decline to proactive market expansion strategies and necessary long-term investments aimed at enhancing operational efficiency and service competitiveness.
Notably, the financial report also disclosed changes in executive compensation. While Chairman and General Manager Wang Wei saw an increase in pre-tax compensation, He Jie, Director, Deputy General Manager, and Chief Financial Officer, experienced a reduction in total pre-tax compensation from 7.848 million yuan in 2024 to 5.441 million yuan in 2025.
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