Mr. Min, a citizen of Nanjing, reported to the Relief Gang that in 2018 and 2019, he bought jewelry at a "China **" store in Tiantian Plaza, Yuemin Road, Nanjing, many times, and the store gave a promise to refund the full amount without damage after three years. But recently, when Mr. Min asked the store to fulfill its promise, he was refused. What the hell is going on here?
Mr. Min said that at that time, for investment purposes, he had purchased more than 100,000 yuan of jewelry in this store. At that time, the store gave a clear promise that after three years, as long as the jewelry was not damaged, it would be able to get a full refund in "China**". Recently, Mr. Min's business needed cash flow, and he decided to return the jewelry.
On the "China **" warranty certificate provided by Mr. Min, there is a special seal of the "China **" warranty policy, which states: free replacement of similar products once a year, and the full amount will be refunded without damage after three years.
Mr. Min said that he was fully eligible for the return. In that case, why didn't this store fulfill its original promise?
Mr. Min repeatedly appealed to the store for return, but the reasons given by the other party were different: "For example, there is no label receipt, and the time for return has passed." The first time I was told that I could only be refunded in a week after three years, the second time I said that I could only be refunded in a month after three years, and the third time I was told that it would be a month within three years. At that time, the salesperson said that the warranty policy and certificate, as well as the goods, could be returned after three years. ”
When the return was blocked, Mr. Min fed back the relevant problems to the headquarters of "China**". A staff member said that the store's promise to refund the full amount without damage after three years had nothing to do with the headquarters. Because the store is a franchise store, the headquarters does not have the right to coordinate.
We can only take care of his goods, his services or other sales. We can't care about this stamp on the receipt. We are only responsible for the quality of the goods, and the extra private commitment has nothing to do with us. "China**" said the staff of the headquarters.
Mr. Min said that when he spent more than 100,000 yuan to buy jewelry, he was interested in the "China's first-class" brand, and it was impossible to judge whether the store was a franchise store or a directly operated store. Now that there is a consumer dispute, as a brand, it is the responsibility and obligation to help consumers coordinate and resolve it.
On the morning of December 20, the reporter accompanied Mr. Min to the "China**" store located in Tiantian Plaza on Yuemin Road. A person in charge of the store said that some time ago, Mr. Min made a request for a non-destructive return, and the store had returned a bracelet for Mr. Min. The remaining pieces of jewellery are not eligible for a three-year non-damage return.
There was a pendant, and our quality inspector tested that there was a crack in it, so he did not return it because it did not meet the conditions for non-damage. For example, if you wear it for 5 years and come back in full, there is no reason for this. There was also a bracelet that we tested and returned if it met the conditions. The person in charge of the store said.
Then the person in charge of the store took out a "Three-year Non-Damage Refund Standard Description". The reporter saw that this standard sheet made a detailed description of the return standard, including: the current weight of the jewelry is consistent with the label and warranty policy;The internal inscription of the ornament is consistent;The center stone is set: no chips, no cracks, no missing number of side stones, no gemstonesThe diamond has been instrumentally tested for no problems, and so on. After conducting an on-site inspection of the jewelry purchased by Mr. Min, the special staff of the store said that the jewelry was damaged.
However, this statement was refuted by Mr. Min. Mr. Min said that when he bought these jewelry, he had not seen the "Three-year Lossless Refund Standard", let alone signed to confirm it. If I had known that there were so many restrictions, I wouldn't have bought so many jewelry. Now the sales unit is the "China **" store, and the "China **" store is also the "China **" store to identify whether the jewelry is damaged, which is unacceptable to be both an athlete and a referee.
In this regard, the person in charge of the store said that the sales staff when Mr. Min purchased the jewelry had resigned, and according to the requirements of the store, the sales staff of the "Three-year Non-Damage Return Standard" should make a clear explanation to the consumer, and the sales staff would also verbally inform the customer if there was no sign to confirm it.
The reporter found that there were seven "three-year non-destructive return standards" presented by the store, and there were also 3 other instructions. "I don't know if this has been given to consumers because it's been five years, and I can't trace it back. He said no, what can I say?We've always had this standard, but we can't be sure of how the salesperson operates. The person in charge said.
People in the legal profession said that the "China **" warranty policy is stamped with a special seal of the "China **" warranty policy, which states: free replacement of similar products once a year, and the full amount will be refunded without damage after three years. Merchants should keep their promises.
The merchant should make a clear and specific agreement on the loss and damage, such as what scope is included and which are non-refundable. If there is no clear requirement and clear agreement, it is usually determined by the daily understanding of ordinary people, and if there is no damage to the merchant, the refund procedure should be performed. Ling Jianhao, a lawyer at Jiangsu Taihe Law Firm, said. At present, the local market supervision department has intervened in the investigation.
In the follow-up of this matter, the Worry Relief Gang will continue to pay attention.
Zero Distance" reporter He Pan editor Gao Ruoting).