Recently, the well-known domestic online consumer dispute mediation platform "Diansubao" received a user complaint from "Xiaohongshu" that the platform merchants have not returned goods for more than 7 days, forced to buy and sell, customer service stood in line with the merchants, and directly closed the after-sales orders.
On December 12, Ms. Huang of Fujian Province complained to Diansubao Bao that the anti-shock device she bought on November 29, 2023 in Xiaohongshu Xiaoxiao Xiaolan was delivered to her door on December 1, and she went out to Guangzhou to go home and only got the goods and tried them on December 10The noise is too loud, and the merchant has not returned the goods for more than 7 days.
Courtesy of Ms. Huang.
Ms. Huang said that when she saw that the product had been removed from the merchant page, she requested the platform to intervene on the 11th, and received the platform's customer service on the 12thThe customer service has been in line for more than 7 days, and the merchant will not give in, and said to compensate themselves for shopping discounts, red envelopes, etc. Ms. Huang disagreedThe customer service attitude is tough, and the after-sales order is closed directly after contactThere is no way to complain.
After receiving the user's complaint, we immediately transferred the complaint case to the platform, but as of press time, we have not received any relevant response from the complained platform.
According to the network economic and social enterprise database,Xiaohongshu is affiliated with Xingyin Information Technology (Shanghai)**It was established on August 2, 2013 and its registered address is Yangpu District, ShanghaiThe legal representative is Zeng Xiulian
According to the "Enterprise Risk Rating System" of the Network Economic Society, the risk rating of Xingyin Information Technology (Shanghai)**, which belongs to "Xiaohongshu", isr1+, where the company is currently locatedLow risk
According to the effective complaints of users in the field of social e-commerce in digital retail accepted by "Telecom Appeal" (ranked according to the number of complaints), Xiaohongshu ranksFirst place, the latest rating is:"It is not advisable to place an order”。From 2023 to the present, the platforms in the social e-commerce field that have also been complained about are:Cute push, gathering, love inventory, always entertaining, and strictly selected by the whole people。Previously,Taofen Bar, NICE, Bee Thunder, Zebra Membership, Sale, Affordable Meowand so on.
In addition, the user rights protection cases accepted by "Telecom Complaint Treasure" show that from 2023 to the present, Xiaohongshu is still suspected of having problems such as online counterfeiting, product quality, refund problems, difficulty in returning and exchanging goods, information leakage, and overlord clauses.
[Case 1] The real thing is far from the **?"Little Red Book" was accused of being forced to buy by a joint merchant
On December 8, Mr. Yang of Guangdong Province complained to Diansubao Bao that he bought two sets of crystal pillars in the live broadcast room of the Xiaohongshu platform on November 23, and after receiving the goods, he found that the physical object had many shortcomings and did not present instructions in the live broadcast room, which was far from **, and asked for a return and refund. After the merchant agreed to apply, SF Express returned it, but after receiving the product, the merchant took a photo** saying that the product was damaged and refused to refund on the grounds of affecting secondary sales. So I applied for the intervention of the customer service of the Xiaohongshu platform.
The next day, Xiaohongshu replied** that the merchant uploaded the unboxing ** to the platform mailbox, confirming that the damage to the goods was caused by Mr. Yang, and the solution given was to subsidize a 30 yuan shopping coupon, and the merchant sent the damaged crystal back to Mr. Yang. Mr. Yang asked Xiaohongshu to provide unboxing**, and Xiaohongshu said that he could only ask the merchant to get it. So Mr. Yang contacted the merchant and asked for unpacking**, and the merchant said that there was no shooting**, only a broken object**.
As a result, Mr. Yang again applied for the platform to intervene in the investigation. Then in the afternoon of the same day, the platform replied that it would be implemented according to the original plan. Mr. Yang did not approve and asked the platform to mediate the matter. The merchant cannot provide unpacking**There is no evidence to prove whether the thing has been damaged when it is received, and the possibility of the merchant deliberately causing damage cannot be ruled out.
Case 2: "Little Red Book" was accused of linking the same product, and the quality of the two purchases was obviously different
On December 6, Ms. Li from Hebei Province complained to Diansubao that the nuts she bought on December 5, 2023 at the Xiaohongshu merchant Crackling Nut Factory (online version) were different from the first time she bought them 773251285897808.
Ms. Li believes that the other party has not changed the quality of the other party, and the other party's bad attitude violates her consumer rights. Fake one pays ten, the quality is wrong, the goods are not the right version, and the quality is obviously different twice. Deceive and deceive consumers. Dealing with the problem of attitude is bad, and the problem has not been dealt with.
[Case 3] "Little Red Book" was accused of forcibly closing the after-sales channel, and the merchant delayed and did not refund
On December 4, Mr. Cao from Shandong Province complained to Diansubao that he had purchased two Western food knives on Xiaohongshu on November 15, 2023, and after the merchant agreed to return them, Mr. Cao returned the goods. After receiving the goods on November 24, the merchant refused to refund on the grounds that the gift wooden box was damaged and affected sales, and the platform also closed the after-sales service on the grounds that the time limit was exceeded.
When Mr. Cao communicated with the merchant, the merchant agreed to return the goods, but it has been delayed, the merchant does not perform the 7-day return without reason, I have reported to the platform many times, and it has not been resolved, the merchant will not refund, and the platform can not safeguard the rights and interests of consumers, fulfill the refund obligation, consumers have lost money and goods, and the platform and the merchant have violated business ethics at the same time, which is a serious fraud to consumers.