Nowadays, society’s life is inseparable from online shopping, and online shopping has become the main force in the current market demand. I also often shop online. For example, platforms such as Tmall, Taobao, JD.com, and Pinduoduo. I often buy some daily necessities, and some of the items are indeed quite different from the pictures after I get them. This means that the merchants have made some false advertisements to promote their products. Businessmen will do whatever it takes to seek their own interests. This phenomenon is common in today's society, and it is always these buyers who are harmed. Last time I bought two bags of wolfberry online, and when I got the actual product, it was really incomparable with the photos in the sales. I purchased a pair of shoes online. When the goods arrived, I discovered that the actual product was different from the picture on the product display. I requested a return, but the store said that the product returned by the customer was not genuine. What exactly is the problem? Shopping for sports shoes worth 1,000 yuan online found that they were different from the product display after receiving the goods. On November 4, Ms. Ma, a citizen of Xi'an, purchased a pair of ECCO sports shoes worth 1,250 yuan through the "Miaojie App". Logistics information shows that this pair of shoes was shipped from the ECCO counter of Yintai Department Store, Chengxi Store in Gongshu District, Hangzhou City, a merchant where "Miaojie App" is settled. On November 6, the goods purchased by Ms. Ma were delivered to a post station near her home via SF Express. But after opening the express delivery, Ms. Ma felt uncomfortable. "When I picked up the goods from the post station and went home to try on the shoes in the afternoon, I discovered that there was something wrong with the shoes." Ms. Ma said that after opening the express delivery, she found that the shoes received were different from the shoes on the advertising page of ECCO's official website. "The product There is the Aibu logo on the tongue of the shoe on the details page, but there is nothing on the tongue of the shoe I received.” After discovering the difference, Ms. Ma immediately contacted the customer service of the “Miaojie App” counter and sent the shoes she received. , take photos of the shoe box and outer packaging and send them to the customer service staff through the App chat interface. "Customer Service Xiaomi" told Ms. Ma that they would contact the store as soon as possible and provide feedback. Soon, Ms. Ma received a call from the ECCO counter of Yintai Department Store Hangzhou Chengxi Store in Gongshu District, Hangzhou. On November 7, the counter staff told Ms. Ma that she could send the shoes back to Hangzhou Chengxi store for inspection. Ms. Ma was very confused. According to the process, she should first apply for a return through the "Miaojie App". After passing the review, the courier would come to pick up the parcel. However, the staff directly asked Ms. Ma to send the parcel by herself. SF Express did not use the platform. Normal return process. Although she had doubts, Ms. Ma still followed the counter staff's request and sent the shoes back to the customer center of Yintai Department Store Hangzhou Chengxi Store in Gongshu District, Hangzhou at the address provided. On November 10, the staff at the Hangzhou Chengxi store told Ms. Ma that after comparison, it was found that the shoes she sent back were completely different from the shoes sold at the counter. The staff said that the insoles, toe shape and material of the shoes were different from those sold at the counter. There was a big discrepancy between the genuine shoes at the counter and they were a pair of fake shoes. They said the shoes had been re-sent to Ms. Ma and they would not process it. Ms. Ma said that she first came into contact with the "Miaojie App" because when she was shopping at an offline counter in a mall, she learned that downloading the "Miaojie App" and recharging it for 300 yuan a year would get a 10% discount when paying. I often pay through this app when shopping. Later, I learned that the App also has brands from major shopping mall counters. I felt more reassured, so I tried shopping at the "Miaojie App" online counter, but I didn't expect this problem to arise. The counter informed that the returned goods were inconsistent with those sold. Customers were required to provide an unboxing video for returns. The staff told Ms. Ma that the ECCO sneakers she purchased had logos on the tongues of every shoe sold at the counter, but what Ms. Ma said was Not only did the returned shoes not have the brand logo on the tongue, but the fabric and insoles of the shoes were also inconsistent if you looked closely. The staff said that the genuine insoles at the counter are patented antibacterial foam, but what Ms. Ma sent back were ordinary insoles, and the toe shape of the counter was pointed and the upper material was smooth, but Ms. Ma sent it back The toe is round and the upper is suede. Ms. Ma explained that when she was unpacking the package, she never thought that there was something wrong with the shoe. "I just wanted to return the shoe because I found that there was no brand logo on the tongue. The store now said that the shoes I sent back were inconsistent with the original ones. They also asked me to provide an unboxing video, otherwise they would not give me a refund. Who would take an unboxing video when I usually buy something? ?" Ms. Ma felt angry and helpless. On the morning of November 14, a reporter from the Chinese Business Daily and Ms. Ma went to the Xi'an ECCO brand offline counter store. The counter staff compared the genuine shoes with the shoes purchased by Ms. Ma and said that they could not guarantee whether they were genuine. But the tongues of the same style do have the brand logo, but Ms. Ma’s shoe does not.
The staff explained that the "Miaojie App" platform is settled by counters and merchants from all over the country. If there are any problems, they still need to communicate in a timely manner through the platform's online customer service and store staff. After multiple coordination, it was still not possible to verify who actually sent the fake shoes. At 3 pm on the 14th, the reporter contacted the ECCO brand counter at Yintai Department Store Chengxi Store in Gongshu District, Hangzhou. The counter staff said that the surveillance video during the shipment was not far away from the employees. It's relatively far away and they can't provide specific delivery details, but they can guarantee that the pair of shoes sent out at that time are authentic. "We have already authenticated the pair of shoes sent back by the customer. The shoes sent back by the customer are indeed not from our store." "Yes, the counter has not sold suede running shoes, but the leather surface and material of the shoes sent back by the customer are completely different from the products sold at the counter." The staff said that the counter currently has no way to process returns according to the customer's wishes. Willing to cooperate with all investigations. Ms. Ma said that since November 11, she has complained to the Zhejiang Provincial Consumer Rights Protection Commission, the Hangzhou Gongshu District Market Supervision and Administration Bureau, and the 12315 online platform. At 4 pm on the 14th, the supervisor of the Hangzhou Gongshu District Market Supervision and Administration Bureau called back and told Ms. Ma that the counter had verified that the shoes returned by Ms. Ma were fake, but because the counter did not have enough evidence to prove that the shoes sent were genuine, At the same time, Ms. Ma could not prove that the shoes she returned were the same pair as those sent by the counter. Therefore, the Market Supervision Bureau could not prove what went wrong with the fake shoes. After communicating with the counter, they could only coordinate Give Ms. Ma a refund for half of the customer complaint coupon and let Ms. Ma keep the shoes for herself. On the afternoon of the 14th, a staff member of the Shaanxi Provincial Consumer Association told reporters that in Ms. Ma’s case, neither party had enough evidence, so it was impossible to identify whether there was a problem with the shoes sent by the merchant or the shoes returned by the customer. , it is difficult to obtain evidence for this kind of incident, so it can only depend on how the relevant local departments coordinate and handle it according to regulations. At about 5 pm on the 14th, Ms. Ma told reporters that the supervisor of the Hangzhou Gongshu District Market Supervision and Administration Bureau was negotiating with the staff of the ECCO counter of Hangzhou Yintai Department Store Chengxi Store to see if the customer complaint coupon could be changed to cash. . Ms. Ma said that it was too difficult to defend her rights, and she didn’t know how to prove that the shoes she sent back were the same pair of shoes she received at the time.