On February 6, some netizens broke the news on the social platform that when they were shopping at the official flagship store of Initial Tmall, they found that someone had ordered a wreath for themselves after a misunderstanding caused by poor communication. At present, the initial brand has officially apologized.
Send a wreath if you don't agree
On February 6, the consumer posted on the social platform that on February 5, she received a phone call, the other party claimed to be customer service, due to her own negligence to send an extra piece of clothing, asked to return the clothes, postage to pay, and accurately called out the consumer's receiving name and a SF Express item when describing. The consumer said that because the courier did not send her more clothes, her first reaction was to receive a scam call and hang up.
Subsequently, the consumer received a text message from the customer service, who said that if he did not return the clothes, he could only call the police. The consumer then went to inquire about his courier information, and found that he had one more wreath of logistics information shortly after hanging up the phone. Subsequently, the consumer went to communicate with the customer service, said that he did not receive the excess clothes, and helped the customer service query the logistics information, found that the other party did send an extra piece of clothing, but because the recipient information was filled in incorrectly, she did not receive the pickup notice, the consumer rejected the clothes according to the customer service requirements and returned.
After the consumer and customer service unraveled the misunderstanding, the customer service also admitted that because the consumer did not cooperate before, he was more angry, ordered a wreath, and afterwards felt that it was indeed inappropriate to do so, canceled the wreath order, and apologized to the consumer.
The consumer does not accept this, and has 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." ”
The shop involved was temporarily closed
On February 7, the consumption spoke again, she said that the current incident has been basically solved, the platform, the processor said that the member 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 publicly apologize.
Initial flagship store said in the apology statement that the employees involved have been suspended for the first time, will do the dismissal process, although this is the behavior of employees, but the brand also has responsibility, follow-up will be deep reflection, take as a warning, seriously look at internal management issues, has convened the relevant departments to actively formulate management improvement programs, strengthen internal control, enhance staff quality training, improve customer service capabilities.
At present, the initial official flagship store has been closed and removed from the shelves. The brand's official website and the online mall of the official account still show normal operation.
Popularization time
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. ......
Source: Xiaoxiang Morning News
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