"Scan the mobile phone, and the shoes will be collected at the door" and "68 yuan to wash 4 pairs"...... If your shoes are dirty at home, you just need to place an order on the platform like ordering takeout, and a third-party courier will pick them up and deliver them to your door after washing.
In recent years, with the rise of the "lazy economy", the Internet shoe washing service of mobile phone ordering and door-to-door pick-up and delivery has been favored by more and more young consumers by virtue of its affordable price, convenience and other selling points. However, behind the seemingly prosperous situation, there are many consumer complaints. Recently, some consumers reported to Shanghai Legal News that they placed an order for sneaker cleaning and care services on the Dewu APP, and a Nike sneaker with a current market price of more than 3,000 yuan was washed, and they still could not reach an agreement on the amount of compensation after many rights protections.
Spend 68 yuan to wash 4 pairs of shoes
On November 15, seeing the full screen of pushes and discounts, Mr. Jiang placed an order for the "Rejuvenating Care" service at the price of "67.9 yuan to wash 4 pairs of shoes" on the Dewu APP. After Mr. Jiang placed the order, the shoes were soon taken away by a third-party courier. According to the order logistics information, soon after, the shoes arrived at a professional cleaning and care factory in Guangzhou.
A few days later, Mr. Jiang received the courier. When I opened it, I found that one of the Nike "Air Force 1 HING Chinese New Year Fireworks" series high-top shoes was actually open, with an opening of about 3-4 cm. "Shoes worth more than 3,000 yuan are good when they are sent, and they become like this when they are sent back. I just bought the shoes not long ago, I haven't worn them a few times, I cherish them, I am afraid that I will not wash them well, so I sent them to a professional store for cleaning. Mr. Jiang said with annoyance.
Mr. Jiang immediately contacted customer service, and the customer service said that it could provide free repair back to the factory. A few days later, the customer service called and said that it could not be repaired, and the only way to go through the compensation process was to go. The customer service said that at that time, Mr. Jiang actually paid 67.88 yuan, which was about 17 yuan per pair, so the triple washing compensation was 50 yuan. "I don't agree with the 50 yuan compensation fee. At that time, I also purchased a monthly membership of the platform, and got coupons and free stamps, so that I could enjoy the price of '68 yuan 4 pairs'. I went to ask the master here, because the thread of the canvas is broken, and the thread weaving technology is needed, and it is more troublesome to repair, and it may be expensive to repair without traces. If I don't fix an open line like this, I don't dare to wear it again, and the opening in this place tends to get bigger and bigger. ”
The reporter learned that with the vigorous development of sneaker culture, all kinds of sneakers are expensive. Some players will find a special shoe washing shop to wash their shoes out of love for sneakers. The reporter inquired that the above-mentioned shoes were sold at 1499 yuan in 2018, and the price of 44-size shoes has been as high as 3599 yuan on the Dewu APP.
How expensive are the shoes a payout?
The reporter found that the operation process of online delivery cleaning and care service is like online shopping, and the merchant attracts consumers to place orders with convenient and fast, professional service, and visible progress, etc., and the prompts for possible risks and compensation standards are insufficient, and high-end items have not signed a contract with consumers, resulting in problems that are difficult to clarify and frequent contradictions and disputes. In the black cat complaints, there are more than 8,600 complaints about shoe washing, most of which are "washed, lost, and cannot be refunded after payment".
Recently, the reporter contacted the customer service of Dewu Huanran on this matter, and the customer service sent a photo of the pair of sneakers when entering the factory. However, at present, this state of damage can only be compensated according to three times the cleaning fee. The reporter saw in the "compensation for washing" clause sent by the customer service: the platform promises that if the shoes are damaged during the washing and care process, they will be compensated according to the actual physical damage. The user provides the order number, the factory and the physical picture received to the customer service office, and the customer service will judge according to the actual damage situation and the standard compensation card.
There are two types of benefits: "Affecting wear, repairable" and "unrepairable". Among them, when the damage is a large area of dyeing and fading (3-5cm) on the upper, opening the glue (3-5cm), and a hole of 1cm-3cm on the cloth/leather surface, it can be returned to the factory for free repair service or compensation for three times the cost of cleaning and care. If the user repairs it by himself, it can be reimbursed according to the voucher within 300 yuan. That is to say, in the case of "repairable" shoes, the maximum compensation is not more than 300 yuan.
The reporter asked: "No matter how expensive the shoes are, is this compensation standard?" The customer service said that the compensation standard is based on the degree of damage. If the shoes are "unrepairable", the consumer will send the goods back, and after being identified by the platform and leaving the goods, the consumer can be compensated 10 times the cost of cleaning and care. Mr. Jiang's sneakers are currently damaged and are "repairable", so the compensation amount is three times the cost of cleaning. As for the preferential price of the member mentioned by Mr. Jiang, the customer service said that the purchase of the membership is only free shipping, and there is no difference in the price of cleaning and care. On December 7, the reporter opened the Dewu APP and entered the "Rejuvenating Care" channel and saw that the current price of washing and caring for a pair of sneakers is 39.9 yuan, while the price of 4 pairs of sneakers is 67.9 yuan.
The reporter inquired that according to Article 12 of the "Opinions on the Handling of Consumer Disputes in the Shanghai Laundry and Dyeing Industry": local damage to clothes and objects does not affect normal wear and use, and the operator should focus on repairing, refund the laundry fee and give 1 to 10 times the compensation for the laundry fee according to the repair situation (except for leather clothing cleaning); The loss shall be compensated according to the contract, and those who have not signed the "High-end Clothing Cleaning Service Contract" shall be treated as ordinary clothing washing and compensation, and the maximum compensation shall not exceed 2,000 yuan.
In this regard, the Consumer Protection Committee has called for the implementation of the "insured washing" service for valuable clothes with a clear written agreement with reference to the relevant offline laundry service process. Before the laundry service is provided, both parties should clearly confirm the value of the laundry, the cleaning fee, the service content, the amount of the claim and other contents in writing.
Lawyer: Consumers have a choice of compensation options
Jin Wei, a partner at Shanghai Hanhong Law Firm, said that consumers can refuse the compensation plan proposed by the merchant to the customer, and according to the compensation standard announced by the merchant, the compensation of triple cleaning costs is only one of the compensation standards, and the consumer can choose the standard that he can accept and benefit himself, and ask the merchant to pay compensation.
Lawyer Jin Wei believes that the merchant should compensate the consumer for the loss in accordance with the agreement. "As far as the experience of Mr. Jiang, a consumer, is concerned, regardless of whether Mr. Jiang's cleaning and care expenses have been discounted, if the merchant has expressly promised that 'the laundry will be compensated', the merchant should perform its obligations in accordance with the agreement and compensate Mr. Jiang. ”
Lawyer Jin Wei said that according to Article 19 of the Regulations of Shanghai Municipality on the Protection of Consumer Rights and Interests, business operators providing goods or services to consumers shall perform their obligations in accordance with the provisions of relevant laws and regulations. Where proprietors and consumers have an agreement, they shall perform their obligations in accordance with the agreement, but the agreement between the two parties must not violate the provisions of laws and regulations.
Lawyer Jin Wei pointed out that consumers can ask the merchant to take the promise of "compensation for damage" as the content of the agreement, and require the merchant to perform the agreed obligations, if the merchant refuses to perform, the consumer can protect his legitimate rights and interests by complaining to the administrative department or the consumer rights protection committee, filing a lawsuit with the court, etc. (Shanghai Legal News)