Online shopping for sports shoes with a value of 1000 yuan was found to be different from the merchandise display after receiving the goods.
165438+1On October 4th, Ms. Ma bought a pair of ECCO sports shoes worth 1250 yuan through "Miaojie App". According to the logistics information, these shoes were delivered by Miaojie App to the ECCO Aibu counter of Yintai Department Store in Chengxi Store, Gongshu District, Hangzhou. 165438+1On October 6th, the goods purchased by Ms. Ma were delivered to the post office near her home by SF Express.
However, Ms. Ma became uncomfortable after unpacking the courier. "When I picked up the goods from the post office and went home to try on shoes in the afternoon, I found that there was something wrong with the shoes." Ms. Ma said that after unpacking the courier, she found that the shoes she received were different from those on the advertisement page of ECCO official website. "Aibu's logo is on the tongue of the product details page, but there is nothing on the tongue I received." After discovering the difference, Ms. Ma immediately contacted the counter customer service of "Miaojie App" and sent the photos of shoes, shoe boxes and outer packaging 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 give feedback. Soon, Ms. Ma received a phone call from the ECCO Aibu counter of Yintai Department Store in Gongshu District, Hangzhou. 165438+1On October 7th, the counter staff told Ms. Ma that the shoes could be sent back to Hangzhou Chengxi Store for inspection. Ms. Ma is very confused. According to the process, she should first apply for a refund through "Miaojie App". After the approval, the courier will come to pick up the piece. However, the staff directly asked Ms. Ma to deliver the piece herself, which was paid by SF. There is no normal return process on the platform.
Despite her doubts, Ms. Ma returned the shoes to the customer center of Hangzhou Chengxi Store, Yintai Department Store, Gongshu District, Hangzhou according to the address provided by the counter staff. On June165438+1October 10, the counter staff of Hangzhou Chengxi Store told Ms. Ma that after comparison, the shoes she sent back were completely different from those sold by the counter. The staff said that the insole, toe shape and material of the shoes are quite different from the genuine products of the counter, and said that the shoes have been re-sent to Ms. Ma, and they will not handle them.
Ms. Ma said that the first time she came into contact with "Miaojie App" was because she learned that downloading "Miaojie App" could recharge 300 yuan for one year and get a 10% discount on payment. Later, when she was shopping in the mall, she often paid through this App. Later, when she learned that there were brands of counters in major shopping malls in the App, she was much more relieved, so she tried to shop at the online counters of "Miaojie App". Unexpectedly, this problem appeared.
The counter told the customer that the return was inconsistent with the sales, and asked the customer to provide the unpacking video for the return.
The staff told Ms. Ma that every pair of shoes she bought and sold at the counter had logos on the tongue, but the shoes returned by Ms. Ma not only had no brand logo on the tongue, but a closer look showed that the fabric and insole of the shoes were also inconsistent. The staff said that the genuine insole of the counter is patented antibacterial foam, while Ms. Ma sent back an ordinary insole. The toe of the counter is pointed and the material of the upper is smooth, but the toe sent back by Ms. Ma is round and the upper is suede.
Ms. Ma explained that when she opened the courier, she didn't think there was anything wrong with this shoe at all. "I just found that the tongue of the shoe didn't have a brand logo before I returned it. The counter now says that the shoes I sent back are inconsistent with the genuine ones, and asked me to provide the unpacking video, otherwise there will be no refund. Who usually takes out-of-box videos when shopping? " Ms. Ma felt angry and helpless.
165438+1October 14 in the morning, the reporter from huashang daily and Ms. Ma came to an's brand offline counter store. After comparing the genuine shoes with the shoes bought by Ms. Ma, the counter staff said that there was no guarantee that they were genuine, but the tongue of the same shoe did have a brand logo, while Ms. Ma did not. The staff explained that the "Miaojie App" platform has been stationed in counters and businesses all over the country. If you have any questions, you need to communicate with the store staff in time through online customer service.
Multi-party coordination still cannot verify who sent the fake shoes.
At 3: 00 pm on June 5438+04, the reporter contacted the ECCO Aibu brand counter in Chengxi Store of Yintai Department Store, Gongshu District, Hangzhou. The staff of the counter said that the surveillance video at the time of delivery was far away from the employees, and they could not provide specific delivery details, but they could guarantee that the shoes issued at that time were genuine. "We have identified the shoes sent back by customers. The shoes sent back by customers really don't belong to our store. The counter didn't sell suede running shoes, but the staff said that the counter can't handle the return according to the customer's wishes at present, but is willing to cooperate with all investigations.
Ms. Ma said that since June 5438+065438+1October 1 1, she has complained to Zhejiang Consumer Protection Committee, Gongshu District Market Supervision Administration of Hangzhou, and 123 15 online platform. At 4: 00 pm on June 5438+04, the supervisor of Gongshu District Market Supervision Bureau in Hangzhou called back and told Ms. Ma that the counter had verified that the shoes returned by Ms. Ma were fake, but the counter did not have enough evidence to prove that the shoes sent by Ms. Ma were genuine, and Ms. Ma could not prove that the shoes returned by her were the same pair sent by the counter, so the Market Supervision Bureau could not prove what was wrong with the fake shoes. After communicating with the counter, we can only coordinate to return half of the customer complaint vouchers to Ms. Ma.
/kloc-On the afternoon of 0/4, the staff of Shaanxi Consumers Association told the reporter that neither side had enough evidence in Ms. Ma's case, so there was no way to determine whether there was something wrong with the shoes sent by the merchants or the shoes returned by the customers. It is difficult to obtain evidence for such incidents, and only relevant local departments can coordinate and handle them according to regulations.
14 At 5 o'clock in the afternoon, Ms. Ma told the reporter that the supervisor of Gongshu District Market Supervision Administration of Hangzhou and the staff of ECCO Aibu counter of Hangzhou Yintai Department Store Chengxi Store were negotiating to see if the customer complaint voucher could be converted into cash.
Ms. Ma said that it is too difficult to defend rights, and I don't know how to prove that I sent back the shoes I received at that time.