Recently, consumer Ms. Min told the surging quality report complaint platform (https://tousu.thepaper.cn) that on December 11 last year, she bought a Balenciaga sweatshirt worth 4680 yuan on the Fafaqi platform. Unexpectedly, after the first washing, the dress was seriously faded.
Ms. Min found Fafaqi customer service to ask for an exchange or refund, but Fafaqi customer service said that this was a problem with Ms. Min's own laundry process and rejected Ms. Min's appeal.
On March 15, The Paper contacted the Faqi platform on this matter, and the staff responded that it would communicate with consumers and refuse media intervention.
On the evening of the 16th, Ms. Min told the surging news that the Fafaqi platform called her and said that the technical staff of the foreign headquarters judged that it was caused by the sun exposure when Ms. Min dried her clothes according to the signs of fading sweatshirt, and rejected Ms. Min's appeal.
Screenshot of the payment voucher for the purchase of a Balenciaga sweatshirt courtesy of the consumer
Consumer Complaints:
Ms. Min introduced that on December 11 last year, she bought a Balenciaga sweatshirt on the Fa Fa Qi platform, worth 4680 yuan, and arrived on the 22nd. A few days later, Ms. Min put on new clothes and went out to play, after returning home, she washed the sweatshirt, but when she was ready to wear the sweatshirt for the second time, she found that the clothes were seriously faded, she said: "At that time, I was ready to take the clothes out to wear, and found that there were different degrees of fading on the clothes, and it was impossible to wear them again."
The photos provided by Ms. Min show that the fluorescent green sweatshirt shows irregular strips of fading marks, and on January 26, Ms. Min found Fafaqi customer service to ask for a replacement or refund, but Fafaqi customer service said that it would communicate with foreign boutiques and asked Ms. Min about the process of washing clothes and drying clothes. Ms. Min believes that she follows the laundry advice on the clothes label, "The sun is not big in winter, and I will dry on the balcony after washing."
Ms. Min said that she did not approve of Fafaqi's customer service statement, and the other party said that she would communicate as soon as possible and give a reply. But since then, she has not received a precise answer, "customer service said to communicate with foreign boutiques, then by the boutique and the buyer, and finally by the buyer and the Balenciaga counter store, in order to have the final result."
In desperation, Ms. Min had to find the customer service of Balenciaga herself, provided photos according to the requirements and explained the cleaning process, but then there was no response, "spending money on luxury goods, but there is no after-sales experience, and no one solves things at all."
Strips of faded strips on sweatshirts Courtesy of consumers
Merchant Response:
On March 15, the surging news contacted the Faqi platform on this matter, and the staff responded to the surging news that it could only communicate with consumers and refused to allow media intervention.
On the evening of the 16th, Ms. Min told the surging news that the Fafaqi platform contacted her on the same day, saying that the technical staff of the foreign headquarters judged that it was caused by the sun exposure when Ms. Min dried her clothes according to the signs of fading sweatshirt, and rejected Ms. Min's appeal.