I purchased a pair of shoes online. When the goods arrived, I found 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?
After receiving the goods after purchasing sports shoes worth 1,000 yuan online, I found that they were different from the product display
On November 4, Ms. Ma, a citizen of Xi’an, purchased a pair of sports shoes worth 1,000 yuan through the “Miaojie App” ECCO sports shoes priced at 1,250 yuan. 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 in the "Miaojie App". 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 at 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 was doubtful, 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 those sold at the counter. The staff said that the insole, toe shape and material of this shoe were different from those sold at the counter. The genuine shoes at the counter were very different and 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" requires a recharge of 300 yuan a year, and you can pay when you do so. I got a 10% discount, and I often paid through this app when shopping in the mall. Later I learned that the App also has brands from major shopping mall counters, and I felt more at ease, so I tried shopping at the "Miaojie App" online counter. Unexpectedly This problem occurs.
The counter informed that the returned goods were inconsistent with the ones sold. Customers were required to provide an unboxing video for returns.
The staff told Ms. Ma that the ECCO sneakers she purchased were not sold at the counter. One shoe has a logo on the tongue, but the shoes returned by Ms. Ma not only have no brand logo on the tongue, but the fabric and insole of the shoe are also inconsistent if you look 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 opened the express delivery, she never thought that there was something wrong with the shoes. “I only wanted to return the shoe when 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, and they asked me to provide an unboxing video, otherwise they would not refund me. Who would take a video of unboxing when I usually buy something? ?" Ms. Ma felt angry and helpless.
On the morning of November 14, a reporter from the Chinese Business News 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 There is no guarantee whether this is 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.
Multi-party coordination still cannot verify who actually sent the fake shoes
At 3 pm on the 14th, the reporter contacted the ECCO brand counter at the Yintai Department Store Chengxi Store in Gongshu District, Hangzhou. , the counter staff said that the surveillance video at the time of shipment was relatively far away from the employees, and they could not provide specific delivery details, but they could guarantee that the pair of shoes sent out at that time were authentic. "We took the pair of shoes sent back by the customer. It has been identified that the shoes sent back by the customer are indeed not from our store. The counter does not sell suede running shoes, but the leather surface and material of the shoes sent back by the customer are completely different from those sold at the counter," the staff said. , the counter is currently unable to process returns according to the customer's wishes, but is 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 there was no way to identify whether the shoes sent by the merchant were defective. Or is there something wrong with the shoes returned by the customer? It is difficult to obtain evidence for this type of incident, so we can only look at how the relevant local departments coordinate and deal with it in accordance with regulations.
At about 5 pm on the 14th, Ms. Ma told reporters that the supervisor of the Market Supervision Administration of Hangzhou Gongshu District was negotiating with the staff of the ECCO counter of Hangzhou Yintai Department Store Chengxi Store to see if they could Convert customer complaint coupons 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.