Gome responded: The refrigerator has not arrived for two years?
Recently, many consumers have reported to New Yellow River that they have not received the refrigerators, water heaters and other household appliances they purchased at Jinan Gome Bayi Store in 2022, and the store will not give refunds.
After investigation, the reporter found that as of March 5, only one store in Ximen was left in the physical store of Gome Electric Appliances in Jinan. Regarding the problem that the electrical appliances purchased by the public cannot be delivered and cannot be refunded, the store manager responded, "You can register first and pay attention to the processing progress, but how to solve it in the future still needs to wait for the notice of the head office." ”
Recently, Mr. Wang, a citizen, reported to the New Yellow River reporter that he bought a Toshiba refrigerator at the Gome Bayi store in Shizhong District on June 19, 2022, spending 8,249 yuan.
Because the home was being renovated at that time, delivery was not required, but the salesman promised to notify at any time when delivery was required. "I don't think about it, in January 2023, when Mr. Wang asked the salesman to deliver the goods, the other party said that he couldn't deliver it for the time being, and he would not be able to deliver it until after the year.
Later, I found out through the GOME app that the refrigerator under my order had been delivered to someone else on August 5, 2022. Mr. Wang was puzzled, and then contacted the salesman for consultation, who said that it might be a system problem, and promised to deliver the goods to him after the year.
After the New Year, the façade of Gome Electric has been closed. When Mr. Wang contacted the original salesman again to inquire about the delivery of the goods, he was told that the salesman had left the company and could not complete the delivery task, and could not even process the refund.
After shopping at Gome, there are still many consumers who have not received the delivered electrical appliances. Ms. Song is one of them. In September 2022, she bought a Angel water purifier worth 6,000 yuan at Bayi Guomei Store.
Since the house had not yet been renovated at that time, she did not immediately notify Gome to deliver the installation. However, when the renovation of the new house was completed, when she called ** to the shopping guide of Gome Angel Water Purifier in May 2023 to ask for installation, she was told that the store had closed down, the capital chain was broken, and there was no refund or delivery.
Recently, there is only one store left in the physical store of Jinan Gome Electric Appliances to deal with the "follow-up" work. The New Yellow River reporter visited a number of offline physical stores such as Gome Electrical Appliances Bayi Store and Ximen Store and found that these stores have been closed.
Among them, the door of Gome Electrical Appliances Bayi Store was locked, and the words "** Wangpu Hot Rental" were also pasted at the door of the store, and all the showcases and equipment in the store have also been cleaned up.
At present, the main entrance is only open to Baotu Quan North Road, and there are three staff members stationed at the gate, while there is only one salesman on duty at the Joyoung counter.
Most of the booths were lit up, but the sales staff had been evacuated. In the lobby near the door, there is a row of refrigerators and washing machines, which the staff says are electrical appliances from suppliers and that Gome is no longer able to sell.
When the reporter asked about the business of the store as a customer, the staff who stayed behind said that if the goods you purchased before were not delivered, you can go directly to the sixth floor of the store to find the manager to register, and the other floors have been closed.
A left-behind employee of Gome revealed that since the end of 2022, most of the employees of Jinan Gome have left one after another, almost all offline stores have been closed, and only one Ximen store is still handling follow-up business.
In addition, he said that he stayed because his salary had not yet been settled.
The salesperson who used to work in Gome Electrical Appliances revealed that the current electrical appliance purchase channel of Gome Electric Appliances has been unable to receive the goods, because the dealer has stopped supplying and the factory has no longer provided the supply.
There are 1,730 complaints about Gome Electric on the Black Cat complaint platform, most of which are because the purchased goods are not delivered and there is no refund available. Some consumers have not received the goods after purchasing electrical appliances on the Gome APP online, and the customer service cannot solve it, the offline stores have been closed, and the return and refund process has been processed for more than a year.
The reporter entered the sixth floor of the West Store of Gome Electric Appliances and found that all the offices were empty, and only one person was left in the manager's office in the southeast corner. Regarding the problem that the electrical appliances purchased by citizens in Gome cannot be delivered and cannot be refunded, the store manager who stayed behind suggested that consumers come to register with their orders and pay attention to the processing progress at any time after registration.
If it is inconvenient to come over, you can also contact them, but whether it is a follow-up or a refund, how to deal with it needs to wait for the notice of the head office.
When the seller fails to deliver the goods as agreed, they have constituted a breach of contract, and the buyer has the right to request the seller to deliver the goods or refund them. If the seller refuses to fulfill, the buyer should keep all the orders, receipts and other relevant information to be prepared.
If the seller accepts the buyer's order without the goods, then this constitutes fraud and the buyer has the right to demand double compensation from the seller in accordance with the provisions of the Consumer Rights Protection**.
The staff of Gome Electrical Appliances said that they could not refund customers because there was a problem with the capital chain of the company's headquarters, which was the seller's own problem, and the buyer should not be allowed to bear this responsibility.