Recently, some consumers reported to Aoyi News that the small program of the well-known beauty brand Charlotte Tilbury has malicious marketing and deceptive consumer behavior, hereinafter referred to as the CT brand.
Influencer brand program sign-in collar lipstick campaign questioned for "malicious marketing"
It is reported that ct brands can receive a limited sample of lipstick as long as they sign in for 5 consecutive days from February 8 to February 20. At this stage, the CT brand was set to unlimited lipstick in the early stage, and suddenly changed the unlimited amount to a limited lipstick in the later stage. In order to get limited goods first, many customers set an alarm clock at the hour of the morning of the 20th to check in.
After the number of check-ins reached the standard, the CT Mini Program popped up to indicate that the goods had been collected. According to the netizens' posting list, after midnight on February 20, 00:25-00:59, some people received sign-in gifts. Some netizens asked Charlotte Tibury to disclose the check-in time sequence of all users on the 20th, and compensate all customers who signed in but did not receive gifts. Some netizens told Aoyi News that the alarm clock had been set on the night of the 20th, and at 00:01 it showed that it had been collected, but the giveaway was empty.
"It's just nothing at all, to put it bluntly, it's deliberately letting customers join, but not announcing the users who won the lottery." From the consumer's point of view, after joining the membership, CT will obtain personal information about the user, and there will be a record of increasing the number of members on Tmall.
Consumers have complained about beauty brands "fancy god operation"
CT arbitrarily modifies the number of giveaways, making many consumers dissatisfied. Netizens on the Little Red Book have complained about the CT Mini Program incident. Many netizens said that they did not grab it at the hour of the morning of the 20th, but the interface showed that it had been received, and many netizens said that if CT did not handle this matter well, then CT would become a lifetime black.
According to a netizen who participated in the activity, during the period from 00:19 to 25 on February 20, he received a CT gift lipstick after signing in. CT after the number of gifts modified, more people grabbed, CT's inventory is not timely enough, some people in the later stage to replenish inventory just grabbed, "but this is unfair to consumers who squatted at zero points, CT should pay attention to the order of first come, first come," the above-mentioned netizens told Aoyi News.
In the 24 hours after being questioned by netizens about malicious marketing fermenting online, CT did not make an official reply, nor did it give consumers a positive feedback. Consumer Xiao Wang (pseudonym) told reporters that when he clicked on the CT page this morning, in the pop-up Mini Program page, he actually wrote that he had received the gift, "In fact, I did not receive it, and the coupon on the CT Mini Program also disappeared together." ”
CT beauty customer service vague response
The above-mentioned consumer Xiao Wang told reporters that from the end of the activity to the present, the customer service has not responded positively to the questions of netizens, but has been vague, "since ten o'clock in the evening last night, the customer service has not replied, and by 5:30 p.m., the customer service only replied that the activity has ended."
The above-mentioned netizens told Aoyi News that from February 8 to February 15, CT carried out "four changes a day" on the mini program. From unlimited gifts to limited editions of 300 sticks, limited quantities of 200 sticks, modification of the event deadline, etc., consumers are confused. The reporter contacted the customer service of the CT Mini Program, and the customer service did not give a reply, but only made vague statements such as "the activity has ended" and "the collection time has ended", and the customer service did not respond to the problems raised by the reporter such as four changes a day.
Lawyer: Suspected of infringing on consumer rights
The reporter contacted Zheng Boen of Beijing Yingke Law Firm, who pointed out that according to the provisions of the Consumer Rights and Interests Protection Law, the act directly infringed on the legitimate rights and interests of consumers, and consumers can claim claims from business operators or require operators to pay the promised goods. This kind of act of using false or other improper means to market goods is suspected of fraud, and the relevant method of obtaining goods has been clearly stated to consumers in the first marketing of its release, and the act of changing it later is invalid. Lawyer Zheng also said that the premise of signing in to get the gift is to join the member, which is an invitation to the offer issued by the operator to the consumer, and the consumer can choose to join or not to join. In the case that the consumer fulfills his or her obligation, that is, to join the membership and sign in to meet the conditions, the operator shall also fulfill his obligation, that is, to deliver the goods in a timely manner. If the consumer is unable to deliver after performing its obligations, the business operator has caused losses to the consumer and shall perform its obligations in accordance with the contract or compensate the consumer for the losses caused by this.
Written by: Wu Zhen, a trainee reporter for Aoyi News