Reporter | Shen Xiaoyi
Can't pick up the goods after participating in the 0.01 yuan mask activity? A few days ago, the reporter received consumer complaints, a number of consumers in January 11 participated in the Watsons online platform held a 0.01 yuan mask grabbing activity, offline delivery encountered many obstacles, many stores directly told consumers that the activity products are out of stock.
0.01 yuan to buy a mask to attract wool party carnival
The reporter learned that on the morning of January 11, Watsons launched a 0.01 yuan mask purchase activity on the online platform.
According to the consumers who participated in the event, during the period from 5 o'clock to 8 o'clock in the morning of January 11, Watson's online platform page showed that the price of SNP Eros Phi Ocean Bird's Nest Hydrating Essence Mask and Phyllis Wedding Dress Hydrating Mask was displayed as 0 yuan, and consumers only needed to pay 0.01 yuan after placing an order. These two masks can be bought 5 times at the event price, a total of 10 times, but after placing an order, they only support offline store pickup.
In addition, there is a PAPARECIPE Spring Rain Honey Mask priced at 69 yuan in this period of time the activity price is 9 yuan, consumers need to pay 1 yuan packaging fee after placing an order, a total of 10 yuan.
Many consumers paid attention to the information of the activity and immediately rushed to the platform "Xue Wool", the reporter paid attention to the fact that some consumers even switched a few numbers to participate in the activity, a total of dozens of boxes of masks were ordered.
Because of the intensity of the activity and the large number of participants, there are also consumers on the online platform to remind each other, "In order to prevent the store from being out of stock, everyone should go early to guard the Watsons door." Some consumers shared that they rushed to the Watsons store near their home at 8:50 and waited for it to open at 9 o'clock.
Most consumers are blocked from picking up their goods offline
Although many consumers go to the squatting point early to wait for the Watsons store to open, what awaits them is the notice of "no stock".
Changsha citizen Ms. Tian told reporters that she placed an order at 8:40 a.m. on the 11th for 5 boxes of Phi Bellis wedding dress hydrating mask, and then received the information that the store has received the order, please pick up the information on time, around 11 o'clock she went to the store where she placed the order, and was told by the clerk that it was out of stock, and at this time, she received the out-of-stock TEXT message sent by the system. "When I went there, there was no one in the store when it opened, and I did the activity and said that there was no stock, just like playing with people."
A consumer said that he waited for the door to open the door to pick up the goods, "the store manager's attitude is extremely poor to say that there is no goods, but the goods are on the shelves", and put away the mask in front of her, and used the system to send a message to notify her that there was no goods, the consumer said that he had taken photos to collect evidence. In the end, she bought a total of 16 boxes of masks, and the store verified 12 boxes for her.
On November 12, the reporter visited several Watsons stores in Changsha, and the stores said that there was no goods, and the reporter did not see several masks participating in the activity on the shelves. "Yesterday morning a customer came and picked up a few boxes of masks, which were the last inventory in our store." So what should consumers who don't mention the goods do? "If you don't mention it, there is really no way, customers can call our customer service phone to explain the situation and see how the headquarters handles it." In addition, the clerk revealed that the event should have been caused by a system vulnerability.
According to the reaction of consumers in other cities, many Watson stores directly posted notices in front of the counter, indicating that the event goods were temporarily out of stock and would send customers a small gift to show compensation. But most consumers are not satisfied, "engaged in activities and can not be redeemed, merchants are not able to play ah!" ”
lawyer:
The merchant shall ship to the consumer as agreed
Although some consumers said that they successfully mentioned the mask, the consumers who did not mention it still accounted for the majority. At present, consumers have launched collective complaints on the black cat complaint platform, and as of this reporter's press release, the number of complaints about this incident has reached 1140. In response to this matter, the reporter also called the official customer service telephone of Watsons, but it was delayed in dialing because of the busy line.
Li Xinan of Hunan Wanhe United Law Firm said that according to Article 49 of the E-commerce Law, if the information on goods or services released by an e-commerce operator meets the conditions for an offer, the user selects the goods or services and submits the order successfully, and the contract is formed. In this incident, the consumer paid 0.01 yuan to buy the goods through the platform link, and there was no fault for the non-malicious "shear". Although the amount is small, it does not affect the formation and effectiveness of the contract, the merchant should ship to the consumer in accordance with the agreement, and cannot refuse the delivery on the grounds of operational errors, insufficient inventory, etc., or suggest that the consumer refund on the grounds of lack of goods. Therefore, if the merchant refuses to ship the goods, it constitutes a breach of contract, and the consumer can choose to require the merchant to continue to perform the contract or terminate the contract and choose to refund and require the merchant to compensate for the loss. In addition, consumers can ask the platform to intervene in disputes and assist in safeguarding their rights and interests, which is a legal obligation of e-commerce platforms.
"The main reminder of this incident is that first of all, businesses should operate in good faith. Secondly, when setting up drainage promotions, it is necessary to verify multiple parties and repeatedly prevent mistakes through technical personnel or technical means on the platform. At the same time, in order to avoid the embarrassing situation that consumers have no goods to send after placing an order due to loopholes in the platform failure, merchants can reach an agreement with the platform to clearly stipulate how to bear the responsibility for their own losses and consumer losses after similar situations occur, so as to avoid unnecessary losses to themselves or consumers, resulting in breach of contract and untrustworthiness."
Source: Xiaoxiang Morning Post