Approaching the Mid-Autumn Festival, it is presumable that many citizens are preparing for the purchase of mooncakes in the near future. Recently, Mr. Qiu, a citizen of Guangzhou, told the Nandu "Reporter Gang" that his family purchased a Starbucks paper mooncake coupon, and then the mooncake coupon was accidentally damaged. "But we had already made an appointment to register at the store, but Starbucks customer service insisted that paper coupons were the only proof of withdrawal." Mr. Qiu believes that this is unreasonable.
The reporter found that many netizens also reported encountering similar situations. In this regard, Chen Beiyuan, legal counsel of the Guangdong Provincial Consumer Council, believes that this encounter of consumers shows that the way starbucks uses paper coupons as the only way to withdraw vouchers has lagged behind at present, which is not conducive to consumer shopping experience.
< h1 toutiao-origin="h2" > consumer:</h1>
<h1 toutiao-origin="h2" > have made an appointment to register, but they have been refused due to the damage of the paper coupon</h1>
Mr. Qiu told reporters that his family purchased a Starbucks mooncake physical coupon worth more than 500 yuan at a Starbucks store in Guangzhou in July this year, and in August, he took the coupon to the store to make an appointment to register, and made an appointment to pick up the mooncake in September. Mr. Qiu said that the face information and the purchaser information of the paper coupons on that day had been recorded by the store, and they also received a text message reminder of the success of the reservation.
"A few days ago, the paper coupons were accidentally put in the washing machine and washed into pulp, so we contacted the store and customer service for feedback." Mr. Qiu said, "The store said that it has no decision and is willing to help us communicate upwards." Later, the Starbucks Mooncake Service Department replied to Mr. Qiu that according to the company's regulations, paper coupons are the only vouchers, and they are not returned or exchanged or lost.
Mr. Qiu's search found that some netizens reported that they had experienced similar encounters when exchanging another Starbucks product, Star Ice Dumplings. Mr. Qiu believes that if he did not make an appointment registration, he also thought he was unlucky, but since Starbucks requested to do the appointment registration and collected personal information and face information, it has been able to prove the rights and obligations of both parties, and there is no reason to refuse to withdraw the mooncake.
<h1 toutiao-origin="h2" > Starbucks: "Paper coupons" are the only documents for withdrawal</h1>
The reporter noticed on a Starbucks paper mooncake coupon for sale in 2021 that the use of the coupon requires an appointment to register first, and then pick up the mooncake in offline stores. The "withdrawal rules" on the ticket emphasize that the voucher is the only withdrawal voucher, which must be carried when withdrawing, otherwise the store has the right to refuse to withdraw, and the voucher is also bearer, not reported lost, and lost without compensation. In addition to paper mooncake coupons, Starbucks also sells electronic coupons in its official online store, which also need to be booked in advance, and then come to the store for product withdrawal with the QR code received on the mobile phone.
For the questions reflected by Mr. Qiu, Starbucks officially responded to Nandu reporters that they will continue to listen to customer feedback and suggestions and continuously optimize the customer experience. At the same time, it was mentioned again that "the paper mooncake coupon purchased by the official channels of Starbucks is the only valid withdrawal voucher, please keep it properly." ”
The Starbucks online reservation page has a text prompt "Paper coupon is the only withdrawal voucher".
<h1 toutiao-origin="h2" > Legal Counsel of the Provincial Council:</h1>
<h1 toutiao-origin="h2" > merchants should actively use technology to optimize the customer experience</h1>
Mr. Chen Beiyuan, legal counsel of the Guangdong Provincial Consumer Council, believes that Mr. Qiu's experience shows that Starbucks' gift certificate collection process seems to be somewhat "backward". For customers who have already made an appointment to register ticket information, Starbucks still has to cling to the paper coupon, which seems to be a bit rigid. Now that electronic information is developing rapidly, merchants should actively use technology to optimize the consumer experience of customers and simplify the ticket collection process. Chen Beiyuan said, "On the other hand, for some consumers who are inconvenient to use online consumption, merchants should also ensure the use of paper tickets." ”
< h1 toutiao-origin="h2" > update: stores have agreed to pick up mooncakes</h1>
On August 26, the afternoon after nandu reporters intervened in the interview, Mr. Qiu told reporters that the store had contacted his wife and made it clear that he could pick up the mooncakes at the store.
Nandu, N video reporter Wei Zhixin intern Chen Kaixin