Ms. Zhang reflected that she took advantage of the "618" shopping festival pre-sale event to buy a lotion in the live broadcast room, which was originally scheduled to be shipped before June 5, but after waiting for half a month, the customer service told her that it was out of stock.
【1818 GoldenEye】Waited for half a month until it was "out of stock", and the customer service gave "two roads"?
: On May 26th, it was a Tmall pre-sale event, and then I paid a deposit of 50 yuan in advance, and I paid the final payment on June 1st and waited for delivery.
Through the live broadcast room on the Tmall platform, Ms. Zhang purchased a Sisley all-round lotion from direct mail from the United States, with a deposit of 50 yuan, a final payment of 908 yuan, and an actual payment of 699.51 yuan after the discount. Below the product specifications, it says: Ship by 8:02 p.m. on June 5. The merchant is "Tmall Global US Direct Purchase".
: They never shipped to me, after more than ten days, on June 15th, he suddenly informed me that I could not ship, there was no goods, that is, let me refund. I went directly to the Tmall platform to call, and his customer service told me that there are two ways anyway, either refund or wait for the merchant to ship.
In the chat record of the platform, the customer service said that the out-of-stock status could not be issued, and "hard work applied for after-sales cancellation of the order".
: Then the pre-sale was originally agreed with both the buyer and the seller, and I also paid the deposit in advance and paid the final payment, so I was the party who was not at fault in the whole contract. The merchant does not have any compensation now, so where is your contract agreement? Then my original intention is not to make them lose me money, my original intention is that I bought the product and I want it to be shipped, and I started yesterday because of the 618 event. I just placed another order yesterday, in the same store, the same customer service replied to me, and another order can be placed.
The merchant of the previous order was "Tmall Global US Direct Purchase", and the merchant of this order was "Tmall Global Exploration Europe", and the customer service page that clicked in was the same. Ms. Zhang said that after the order was successful, she returned the order. As for the previous product link, click on it to display "Product has been removed". Ms. Zhang contacted Tmall customer service on the spot.
: Verified that we are an order delivery belonging to Tmall Global, it belongs to the mode of cross-border logistics, and at present, our order is due to the existence of over-container caused by the reason that affects this customs clearance, can not be shipped, so it cannot be shipped for you.
: If I don't want this product now, then you don't have compensation for this? Because this is a pre-sale item.
: I'm very sorry ma'am, but at present, there is no plan on the issue of compensation, and it is impossible to support your claim.
: For merchants to delay delivery, or temporarily say that there is a shortage of goods later, is there any regulations on the platform to restrict merchants?
: I'm very sorry ma'am, you have worked hard to keep your phone open, please wait patiently for the upgrade expert to deal with it.
Ms. Zhang contacted the merchant again on the platform, and the merchant said that she could file a complaint and let the platform intervene and obtain compensation. Ms. Zhang filed a complaint. The reporter left contact information for both the merchant and the platform. The platform later reported that merchants have recently replenished stocks, consumers have also placed new orders to buy, and the goods have been sent. Ms. Zhang also told reporters that she received 205 yuan in compensation because the other party did not deliver the goods as agreed.