On February 9, Nandu reporters noticed that some consumers said on social platforms that they were sent wreaths by the customer service of the official flagship store of initial during the Spring Festival. Subsequently, the initial brand issued an announcement to apologize, and the brand's official flagship store cannot be searched on the Tmall platform at present.
Nandu reporter inquired and found that the initial brand affiliated company had been administratively punished for "producing and selling unqualified products passing off as qualified products" and "adulteration and adulteration in the products produced and sold, pretending to be true with falsehood and shoddy".
Brand customer service places wreaths for consumers
On February 6, a consumer posted that he received a phone call on February 5, and the other party claimed to be the customer service of the store involved, and due to negligence, he sent an extra piece of clothing and asked him to help return it. The customer service accurately called out the name of the recipient of the consumer on the phone. Since the clothes were not received, the consumer suspected that he had met the crook and hung up the phone.
Subsequently, the customer service sent a text message to the consumer, saying that if he did not return and change his clothes, he would choose to call the police, and that night the consumer found that in his undelivered items, someone had placed an order for a wreath for mourning.
The consumer then communicated with customer service and confirmed that he was an intrinsic store customer service. After inquiry, it was learned that the other party did send one more piece of clothing, but because the recipient's information was filled in incorrectly, the consumer did not receive a pickup notification. Later, the consumer cooperated with customer service to reject the clothes and return them.
After the two sides unraveled the misunderstanding, the customer service admitted that because the consumer did not cooperate before, thinking that she was unwilling to return the clothes, so he ordered a wreath. Afterwards, the customer service felt that this was inappropriate, so he cancelled the wreath order and apologized to the consumer. The consumer did not accept the apology and complained to the platform and the store, "As a consumer, I am not willing to pay for the store's own mistakes, and I can't accept such behavior from the store." ”
On February 7, the consumer spoke out again, saying that the platform customer service and initial store had communicated with him. On the same day, Initial issued an apology statement, saying that the employees involved had been suspended and would be dismissed. Initial said in a statement, "Although this is the behavior of employees, the brand is also responsible." We will reflect deeply, take it as a warning, and seriously look at internal management issues. At present, we have convened relevant departments to actively formulate management improvement plans, strengthen internal control, enhance staff quality training, and improve customer service capabilities. ”
On February 9, Nandu reporters inquired and found that the official flagship store of initial could not be searched on the Tmall platform, and the official website of the initial brand and the online mall of the public number were still operating normally. The Nandu reporter called the company's phone number, which showed a blank number. The brand's official service line customer service only has a system reply, saying that "we are not here now, and we will reply to the message tomorrow morning." ”
Affiliated companies have been subject to administrative penalties
According to the brand's official website, the initial brand was founded in 2000 and is a "designer trend brand", which includes women's wear, men's wear, shoes, Atelier (interior design company) and so on. In 2020, it opened new branches in Causeway Bay, Harbour City and Venetian Macao. The official website information can be seen in the pricing of the initial brand - a denim vest top of 1780 Hong Kong dollars, the price of the hat after discount is 522 Hong Kong dollars.
It is worth noting that the brand affiliate company has been administratively punished for "producing and selling unqualified products passing off as qualified products" and "adulteration and adulteration in the products produced and sold, using false as real and shoddy to charge good".
According to the official service account of initial, the brand affiliate company is Shanghai Edison Fashion Co., Ltd. According to the National Enterprise Credit Information Publicity System, in May 2019, Shanghai Edison Fashion Co., Ltd. was fined 48,070 yuan by the Shanghai Hongkou District Market Supervision Bureau because the fiber content of women's jeans (article number 18FWPRFMCDM458) sold by it did not meet the relevant standards and regulations, and the three items of women's dress (article number 18FDNFMCXX060) did not meet the relevant standards and regulations.
In the same month, the company was again fined 23,310 yuan by the Shanghai Pudong New Area Market Supervision Bureau for selling a two-piece set of women's clothing dresses (article number 18FDNFMCXX060) that did not meet the standards such as water resistance, acid sweat resistance and alkali sweat resistance.
According to public information, Shanghai Edison Fashion Co., Ltd. was established on January 29, 2018, the legal representative is Zhu Guangxin, the registered capital is 10 million yuan, and the main business scope includes clothing, shoes and hats, clothing accessories, textiles, leather products, cosmetics, sporting goods, handicrafts (except cultural relics), etc.
Written by: Nandu reporter Yang Tianzhi intern Zeng Han