The Paper reporter Lu Xinwen and Xi Wang Tiantian.
Cloth**. Ms. Xu from Zhejiang recently reported to the surging quality concept complaint platform that she bought a white down jacket of 9,500 yuan at the Canada Goose store in the mall on the evening of November 25. When Ms. Xu received the goods, she found a whole strip of cut and dismantled placket fabric in the pocket of her clothes, which led to her suspicion that she had bought a defective product.
On the placket of that down jacket, there are still some untrimmed threads. Ms. Xu said that after communicating with the store staff several times, the store supervisor agreed to return the goods. However, Ms. Xu believes that the regular-priced clothing she bought at the counter without any discount is shoddy. According to the Consumer Protection Law, one should be refunded and three should be compensated.
After receiving Ms. Xu's complaint, The Paper called the store involved in Canada Goose, and the staff said that it was inconvenient to respond directly, and the marketing commissioner would be sent to contact the reporter later. On December 8, Canada Goose offered to apologize for Ms. Xu's exchange and compensation for a small gift, and the two parties have reached an agreement.
Ms. Xu's receipt for the purchase of a down jacket.
Consumer Complaints.
Ms. Xu introduced that on November 25, when she was on a business trip to Shanghai, she bought a down jacket at the Canada Goose ICC store in Xuhui District, Shanghai, for 9,500 yuan, and planned to give it to her son as his birthday gift. However, because Ms. Xu needed only one XS size down jacket in the store, and there were a small number of defects, the store staff proposed that the goods could be transferred and sent to Ms. Xu's home by courier. Out of trust in the well-known brand, Ms. Xu agreed to the plan.
On November 28, Ms. Xu received a transfer package. She said that because the down jacket she saw in the store was flawed, she specially checked it when she received it to make sure that the down jacket was not defective. While inspecting the garment, she found a piece of fabric in the pocket of her down jacket that looked like it had been cut from the garment. After Ms. Xu consulted with the tailor, the other party said that the fabric was made at the placket of the down jacket, and "the clothes seemed to have traces of secondary sewing, and it looked like it had been replaced."
The ** provided by Ms. Xu shows that the extra fabric of the down jacket she bought is consistent with the overall color of the down jacket, the length is similar to the length of the dress, and there are needle eyes and threads on it.
After discovering the problem, Ms. Xu contacted the store staff and reported the situation. At first, the staff told Ms. Xu that the piece of fabric was a down jacket accessory. Ms. Xu is skeptical of this claim, believing that the accessories are usually buttons, zippers and other items, and could never be a piece of fabric with stitches on it. Subsequently, the staff said that they could replace Ms. Xu with a new down jacket for free. If Ms. Xu is not satisfied with the way she is handled, they can also send a small gift to Ms. Xu to apologize.
Ms. Xu believes that she bought the down jacket at the original price, not a discount or a defective product, and that the store's behavior is shoddy to deceive consumers. According to the provisions of the Consumer Protection Law, one should be refunded and three should be paid, but it was refused.
After communicating with the store to no avail, Ms. Xu called the Canada Goose after-sales service center. She said that the staff of the Canada Goose after-sales service center told her in ** that there would be store staff to communicate with her later. Subsequently, the staff of Canada Goose ICC store contacted Ms. Xu again and proposed that the final treatment plan was to return and refund Ms. Xu.
Thread end at the placket.
Business responses. Ms. Xu was dissatisfied with the treatment plan given by the staff, and complained to The Paper and 12345 successively.
On December 5, the surging news reporter called the Canada Goose ICC store to verify the situation. The staff of the store said in ** that it is inconvenient to answer relevant questions, and there will be a marketing commissioner to contact the reporter within 4 working days. As of press time, the store has not responded.
Ms. Xu's chat record with the staff of Canada Goose ICC store.
Ms. Xu said that on December 7, the staff of 12345** contacted her and said that the Canada Goose side admitted that the extra fabric was indeed in the clothes sold to Ms. Xu, but did not believe that the clothes were defective repairs. Canada Goose proposed to let Ms. Xu send the down jacket to a third-party testing agency to prove that it was indeed a repaired product, so as to meet Ms. Xu's demands. Otherwise, the solution they gave was to exchange the goods for Ms. Xu and compensate Ms. Xu's son for a small gift.
At present, Ms. Xu has agreed to the treatment plan of Canada Goose exchange and compensation for small gifts, and the two parties have reached an agreement.
*: The Paper.