Big New Year's Eve was sent a wreath by the online store customer service? Recently, some consumers said that they have encountered this kind of blockage.
When the netizen broke the news in Xiaohongshu that he was shopping at the official flagship store of Initial Tmall, he misunderstood because of poor communication, and later found that someone had ordered a wreath for himself.
According to public information, initial is a designer trend brand founded in 2000 and has a number of physical stores across the country. At present, Shanghai Edithau Fashion Co., Ltd., which belongs to the initial online store, has publicly apologized and said that it has dismissed the relevant employees.
At the same time, the initial official flagship store has been closed and removed from the shelves.
Without a word,
Online shop customer service to send customers wreaths
According to the netizen's description, on the afternoon of February 5, when she was walking relatives in the countryside, she received a call from a customer service claiming to be Tmall, in which the other party said that she had sent an extra piece of clothing to her with SF and asked her to help send it back. At that time, netizens thought it was a liar and was also very busy, so they hung up the phone after responding that "they got it wrong about me".
After that, a mobile phone number sent two text messages to the netizen, and she did not reply. When visiting Taobao that night, she found that someone had placed an order for her from the undelivered items in the rookie.
The next day, the netizen carefully inquired about the single number and the name of the other party's store, and confirmed that it was an initial employee who had purchased clothes and belts at the store two days ago. After her inquiry, the courier number existed, but she did not receive this SMS reminder. Finally, the netizen went to the station to confirm that there was this courier, but the recipient's phone was wrong, and then she cooperated with the store to reject the courier.
During the communication process, the store admitted that it was because the customer was unwilling to return the courier, so he was angry so he ordered the wreath, and then returned the wreath.
On February 6, the netizen posted that although the wreath has been withdrawn and the matter is just a misunderstanding, she cannot accept the behavior of the store and has now complained to the platform and the flagship store.
The shop involved was temporarily closed
On February 7, the netizen spoke again, she said that the current incident has been basically solved, the platform, the processor said that the members will carry out address encryption this year, deduct 12 points for the store and recover the store operation right for 7 days, the account of the wreath of the store involved is permanently suspended. The initial flagship store will also dismiss the employees involved and publish a letter of apology.
Initial flagship store said in the apology statement that the employees involved have been suspended for the first time and will be fired, although this is the behavior of employees, but the brand also has responsibility, follow-up will be deep reflection, take warning, seriously examine the internal management issues, has convened the relevant departments to actively formulate management improvement plans, strengthen internal control, enhance staff quality training, improve customer service capabilities.
According to Xiaoxiang Morning News, consumers online shopping is not an isolated case of sending wreaths, the reporter has previously received complaints that there are consumers shopping in Jingdong online, the result is that the seller sent birthday clothes and wreaths, the matter has not been properly resolved.
Lawyers said that the Law on the Protection of Consumer Rights and Interests stipulates that consumers enjoy the right not to be harmed in personal and property safety when purchasing, using goods and receiving services. It is obviously inappropriate for merchants to mail harassing items and harassing phone calls to consumers. According to article 42 of the Public Security Administration Punishment Law, any of the following acts shall be detained for not more than five days or fined not more than 500 yuan; if the circumstances are more serious, they shall be detained for not less than 5 days but not more than 10 days, and may also be fined not more than 500 yuan: (1) Writing threatening letters of intimidation or threatening the personal safety of others by other means; and the merchant may be fined or detained depending on the circumstances.
Editor| He Xiaotao, Wang Jiaqi, Du Hengfeng
Proofreading | Lu Xiangyong
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