No delivery Non-refund The global luxury platform Secoo is in a crisis of integrity

Source: China Consumer Daily

"I bought the bag on the Secoo platform, but they don't ship it or refund it. Even if the refund application is approved, it may not be possible to get the money for several months, what is wrong with Secoo? Recently, the reporter of China Consumer Daily has received a number of consumer complaints in a row, and most of the problems are concentrated in the purchase of goods from the temple, but the platform does not ship and it is difficult to refund. This shopping experience makes consumers feel bad.

The promise of 7 days of delivery was delayed

Ms. Liu, a consumer who said that she "has no resistance to luxury bags", told the China Consumer Daily reporter that on November 28, 2021, she saw a "2020 spring and summer new lady saddle blue embroidered saddle bag" on the Siku platform, with a price of 10,109 yuan, and the product page showed "shipped within 7 days after payment". Therefore, Ms. Liu placed an order, paid, and prepared to receive the goods with great anticipation.

Unexpectedly, after two months, Secoo has not shipped. Ms. Liu repeatedly asked the customer service staff about the delivery progress, and the other party said that they could not provide the specific delivery time. As for why the delivery could not be delivered, the customer service staff did not give a reasonable explanation, but told Ms. Liu "please be patient"

Ms. Liu, who couldn't bear it, applied for a refund online on January 29, 2022, and the system always showed "Refund review". Ms. Liu kept calling the Secoo customer service hotline, and the other party told her that she had reported it for processing and needed to wait in line. As for why the audit failed, the customer service staff said: "This is due to the system upgrade." Your order has been processed expedited, but a specific time cannot be given at this time. ”

Ms. Geng encountered the same situation. On the Secoo platform, she saw that the product page marked "French supply, expected to deliver 15-20 business days", and then she assured that she purchased a brand-name bag priced at 27899 yuan. "As a result, it has not been shipped for two months, and I want to transfer to manual customer service but always say that I am in the queue." It was difficult to contact the human customer service and ask for a refund, but the customer service staff said that the financial system was upgrading, the order cancellation review was delayed, and it would be refunded as soon as possible, but there was always no follow-up. After that, I asked the same thing several times. ”

Mr. Wang bought a pair of Adidas yeezy 500 shoes for 2324 yuan on the Siku platform, and told him that it would take 20 days to transfer goods 2 days later. Mr. Wang did not want to wait, so he cancelled the order and applied for a refund, and the system always showed "Goods in Delivery". Mr. Wang repeatedly asked the customer service of Secoo for a refund, and the customer service staff asked Mr. Wang to wait patiently on the grounds of "system improvement and upgrading, unable to operate", and did not give a specific refund time.

"What kind of system upgrade can't be completed in a few months?" Can money come in but not out? Mr. Wang expressed his doubts to the reporter of China Consumer Daily.

Thousands of complaints have been made in the past 30 days

After receiving complaints from consumers, the reporter of China Consumer Daily repeatedly called the customer service telephone of Siku and finally connected. The customer service staff first asked the reporter to provide the order number of the complaint consumer, indicating that it would be verified. After verification, the customer service staff said that the previous non-refund was due to the system has been upgraded, resulting in a serious delay in the refund process.

After inquiring, the reporter of China Consumer Daily found that there were a large number of complaints about the temple library on the major online complaint platforms. On the "Black Cat Complaint" platform, the reporter saw that the total number of complaints about the temple library reached more than 10,000, and there were 1661 complaints in the last 30 days alone, only 1 single has been replied to, and the solution is "0".

According to the big data of 125 Internet consumer platform dispute cases accepted by "Televect Bao" in December 2021, in the first half of 2021, Secoo received a total of 17 consumption ratings, of which 16 were rated as "cautious orders", 1 was rated as "not recommended to place orders", and the overall consumption rating in 2021 was "cautious orders". The big data of the complaint of "Telegraph Bao" shows that the temple mainly has refund problems, delivery problems, network fraud, logistics problems, order problems, after-sales service, difficulty in returning and exchanging goods, information leakage, online counterfeiting, false promotions, overlord clauses, etc.

He has been repeatedly fined for false propaganda, etc

It is understood that Secoo is a luxury professional exchange platform, claiming to be "committed to providing convenient luxury exchanges, transactions and professional services for Chinese and global users, the main business involves luxury e-commerce, luxury entity social clubs, luxury appraisal and evaluation, luxury maintenance services, etc."

The reporter found on the enterprise check APP that the operating body of Siku is Beijing Siku Trade Co., Ltd., which was established in 2009 with a registered capital of 10 million yuan. According to the risk information of the enterprise investigation, the company is related to hundreds of legal lawsuits, most of which are online shopping contract disputes.

On January 5, 2022, Beijing Siku Trading Co., Ltd. added a new bankruptcy review case, and the Court of Economics was the First Intermediate People's Court of Beijing Municipality.

At present, the company has been frozen for a total of 153 million yuan of equity holdings, and the companies whose equity has been executed include Shanghai Siku E-commerce Co., Ltd., Beijing Kuyin Financial Holding Technology Co., Ltd., and Beijing Luxury Culture Communication Co., Ltd.

In the past two years, the domestic luxury goods track has become more and more crowded, and the living space of The Temple Library is rapidly narrowing, and the reputation is worrying.

In order to break the dilemma, Secoo also entered the live broadcast outlet, but it was exposed to data fraud at the beginning. During The 6.18 period of 2021, the Kuaishou "Siku Special Session" hosted by anchor Xiao Yiyi claimed that the turnover exceeded 100 million yuan, but the actual sales amount was only more than 9.12 million yuan, for which he was fined 200,000 yuan by the Beijing Municipal Bureau of Market Supervision.

On August 10, 2021, when selling goods, Secoo was suspected of using the form of crossed price to compare the price with the actual selling price, did not accurately indicate the meaning of the crossed price, did not form a transaction with the marked line price, and failed to provide the true basis of the crossed price, and the Beijing Xicheng District Market Supervision Bureau imposed an administrative penalty of 253,000 yuan and a warning in accordance with the relevant provisions of the Price Law.

On August 20, 2021, Secoo was fined 800,000 yuan by the Market Supervision Bureau of Xicheng District of Beijing for suspected false publicity of daily chemical products sold on the platform.

While consumer complaints are flying all over the place, the operating conditions of Secoo are not optimistic. Previously, Secoo was delayed in releasing the fourth quarter of 2020 financial report and the first quarter of 2021 financial report. Then, at the end of 2021, Secoo finally released data for 2020 and the first half of 2021. The financial report shows that in the first half of 2021, the key data such as Sekoo GMV, total orders, active users, and revenue showed a downward trend, while the loss was further expanded. In the first half of 2021, the Secoo GMV reached RMB5.028 billion, down 17.7% year-on-year. The total number of orders in the first half of the year was 1.4401 million, down 17.8% year-on-year. The number of active customers in the first half of the year was 568,900, down 13.6% year-on-year. Total revenue in the first half of the year was 1,525.6 million yuan, down 34% year-on-year.

Consumers are advised to sue in a timely manner

In response to the situation that Secoo does not ship and refund is difficult, Yang Ziyang, a lawyer at Beijing Longan Law Firm, told the China Consumer Daily reporter that according to Article 6.2 of the "Secoo User Registration Agreement" in the registration interface of Secoo's official website, the legal relationship between consumers and e-commerce platforms is a sale and purchase contract. The product page of Secoo is marked with a promise of how many deliveries are expected, and after the consumer places an order to pay, the contract between the two is formed and takes effect, and the platform shall perform according to the commitment. If the goods are not shipped for a long time, Secoo is suspected of breach of contract, and in the case of the refund cannot be delivered to the account, it is recommended that consumers safeguard their legitimate rights and interests through legal channels such as arbitration or litigation.

Yang Ziyang suggested that consumers should improve their awareness of self-protection and ability to protect their rights, and when they encounter damage to their rights and interests, they should save relevant evidence in a timely manner, such as the page showing "in stock" and the delivery time when placing an order, payment vouchers, reminders for non-delivery, and reasons for e-commerce platforms to reply to non-delivery.

Liu Junli, a lawyer at Beijing Dehe Heng Law Firm, said that siku does not ship and does not refund for a long time, and consumers can not only ask the merchant for a refund, but also require the merchant to pay the interest loss of the overdue refund.