Ms. Xu from Zhejiang Province bought this down jacket worth 9,500 yuan at the Canada Goose ICC store in Xuhui District, Shanghai during a business trip to Shanghai in November. It was originally planned to be a birthday present for his son. Because the only XS down jacket in the store had a small flaw, the store staff suggested that the stock be transferred. Ms. Xu agreed to the proposal because of her trust in the brand. When she received the down jacket, she made a special inspection of the product to make sure there were no defects, but found the fabric in the pocket. Ms. Xu consulted with a tailor, who said that it seemed to be made of the placket of the down jacket, and the clothes looked like they had been sewn twice.
After communicating with the store staff to no avail, Ms. Xu contacted Canada Goose's after-sales service center. The after-sales service center told her that she would be contacted by store staff later. The final solution proposed by the staff of Canada Goose ICC store was to return the goods to Ms. Xu for a refund.
However, Ms. Xu believed that this was an shoddy behavior, and according to the Consumer Protection Law, one should be refunded and three should be paid, and she complained.
The staff of 12345** contacted Ms. Xu, saying that Canada Goose admitted that the extra fabric was indeed in the clothes sold to Ms. Xu, but did not believe that it was a defective repair. Canada Goose suggested that Ms. Xu send the down jacket to a third-party testing agency to prove that it was indeed a repaired product to meet her demands. Otherwise, their solution was to exchange the goods and compensate Ms. Xu's son for a small gift. In the end, Ms. Xu agreed to the exchange and compensation of the Canada Goose.