Recently, Ms. Zhou of Shanghai told the surging quality report complaint platform (https://tousu.thepaper.cn) that on January 12, 2022, she spent 16,300 yuan through the official website of Bulgari to buy a bracelet, and began to wear it after receiving the goods the next day. However, Ms. Zhou only wore it for 2 days and suddenly found that the bracelet had accessories falling off, and then contacted customer service, but was told that no refund could be made, and it would take 6 months for repairs.
Accessories fall off the Bulgari bracelet. Images of this article courtesy of interviewees
In this regard, the surging news has contacted Bulgari many times, and its customer service responded that Ms. Zhou did not comply with the company's refund policy, and if she wanted to exchange or repair the original product, she needed to send the original product to the Italian factory to test whether there was a quality problem with the product, and the cycle was 6 months.
Consumer Complaints:
Ms. Zhou introduced that on January 12, 2022, she placed an order on the official website of Bulgari, costing 16,300 yuan, and successfully received the goods the next day.
However, after only wearing it for 2 days, Ms. Zhou found on January 15 that the accessories of the bracelet had fallen off and could not be worn normally.
Ms. Zhou believes that there is a quality problem with the bracelet, and hopes that Bulgari will be refunded in full, she called the Bulgari customer service hotline to reflect the matter, but was told by the customer service that there is no problem with the product and the accessories may be caused by "wearing environmental factors". According to the company's refund policy, the company cannot process a refund for Ms. Zhou. If maintenance is required, Ms. Zhou can send the product to the Italian factory for testing, during which she will have to wait 6 months.
In response, Ms. Zhou said that she could not accept it and insisted on a refund, but several communications did not agree on a solution.
Proof of purchase of Ms. Zhou on the Bvlgari website.
Corporate Response:
The Paper has repeatedly contacted Bulgari on this matter.
On February 21, Bulgari customer service staff responded that Ms. Zhou's bracelet could not be refunded for quality reasons because it was already worn, and if further identification was required, the bracelet needed to be sent to the original factory in Italy, during which it did need to wait for 6 months.
In response to Ms. Zhou's question that "only 2 days of normal wear will have accessories falling off", the customer service staff explained that it may be caused by laundry pulling.
On February 25, Ms. Zhou told the surging news that the relevant staff of Bulgari contacted her and said that she still could not meet Ms. Zhou's refund request and her handling plan could not be changed.