Nanjing, JiangsuMs. Yan in August 2022Secoo4 pieces of clothing were purchased on the app for a total price of 180,000 yuan. However, more than a year has passed, and she has neither received the goods nor received a refund. Ms. Yan found that her order had been under review since she submitted the application, and the customer service said that it had not been refunded in the review process. After that, Ms. Yan contactedSecooOfficials and complained to them, which eventually got itSecooBut what she didn't expect was that the refund method was through the equivalent platform exchange coupon, and the cash could not be refunded directly. This made Ms. Yan feel very angry and disappointed.
FaceSecooMs. Yan decided to contact customer service again and asked if she could use the price difference to supplement it for other goods. However, the customer service staff told her that the exchange voucher could only be purchased in the exchange area of the platform. Ms. Yan insisted on asking for a refund, and the other party said that the refund procedure would be processed as soon as possible. However, the reporter toSecooWhen the customer service inquired about the refund progress, the customer service staff said that it was still under review. The screenshot of the account provided by Ms. Yan shows that the total amount of her exchange is 19,756 yuan. In addition, there are other consumers on the complaint platform who have reported similar problems to Ms. Yan, rightSecooThe number of complaints on the platform reached 159.
Jimu News was right in February 2023SecooThe difficulty of returning goods on the platform has been reported. Ms. Liu, a consumer from Wuhan, was here more than a year agoSecooI bought one worth 10,000 yuanWatches, due toSecooThe platform didn't ship the goods, and she applied for a refund. However, the refund process was quite tortuous, and the remaining $2,000 never arrived. After the reporter intervened in the matter, he finally let itSecooThe remaining refund was fully refunded to Ms. Liu.
LawsExperts believe thatSecooThere may be some illegal acts on the APP platform. First of all, the platform does not ship the goods for a long time after receiving the order and the payment from the consumer, which may constitute a breach of contract. According to the Contract Law of the People's Republic of China, if a party fails to perform its contractual obligations, it shall bear the liability for breach of contract, including refund and compensation for consumer losses. Also, when it comes to refunds,SecooThere are also problems with the handling of customer service. According to the information provided by the consumer and the reply of the platform's customer service, it has been a year since the refund was applied, butSecooThe refund is still being reviewed by customer service, which is in violation of theConsumer Rights Protection of the People's Republic of China**".
Consumers can ask to:SecooPlatforms and consumer associations complained and reported, actively protected their rights and interests, and demanded compensation from merchants. If necessary, it can be passedLawsDefend your rights and interests through litigation. SecooAs oneLuxuryShopping platforms should conscientiously fulfill their contractual obligations and protect the legitimate rights and interests of consumers.
SecooThe platform's non-delivery and non-refund problem has triggered dissatisfaction and rights protection actions among consumers. This kind of problem is not only for Ms. Yan in Nanjing, but also for Ms. Liu in Wuhan. The road to consumer rights protection is not easy, and they need to spend a lot of time and energy to communicate and negotiate with the platform. WhileSecooThe way the platform handles refund issues also gives rise to:LawsExperts are concerned that there may be problems of breach of contract and infringement of the legitimate rights and interests of consumers. Therefore, consumers should take active action to protect their rights and interests when they encounter similar problems. At the same time, the relevant regulatory authorities should also strengthen the supervision of e-commerce platforms to ensure that the legitimate rights and interests of consumers are protected.