Recently, some consumers in Nanjing have reflected
His own 6-year-old son
It is collected by the bathing center without permission
219 yuan back scrubbing package
But no one bathed him the whole time
The hand never left
A 6-year-old boy entered the bathroom alone
Came out with an extra scrub package?
Ms. Sun, a citizen of Nanjing, said that on the evening of December 30, she took her son and daughter to take a bath in Taoyedu Hot Spring Leisure Square on Nanjing Bridge North Road. Because her son was 6 years old and couldn't enter the women's bathroom, she let her son enter the men's bathroom with his hand.
Ms. Sun's two children
At around 10:30 p.m. that night, Ms. Sun and her children took a shower and prepared to go home. But when paying the bill, Ms. Sun found that in addition to a 79 yuan children's bath fee on her son's hand, there was also a "classic back rubbing package" of 219 yuan. Ms. Sun did not understand this, "Such a young child should not have this package without parental authorization." ”
Ms. Sun initially thought that the bathroom was wrong, so she kept communicating with the front desk, and the other party kept telling her to wait.
In the end, Ms. Sun paid the full amount before she was allowed to leave.
Receipt issued by the hot spring plaza Photo courtesy of the interviewee
Ms. Sun said that before leaving, she communicated with the staff and said that there were many people that day, and it was normal that there might be wrong hands and wrong numbers. She left her phone number and hoped that the other party would take the initiative to contact her the next day and return the money to her. Unfortunately, as of the evening of January 2, 2024, no one in the hot spring leisure plaza contacted her, so Ms. Sun decided to expose the matter online.
The store apologizes
On January 3, a Jimu News reporter contacted the store mentioned by the parent, and a staff member of the store responded that the extra package in the 6-year-old boy's hand was entered incorrectly in the system, and he has been contacted by the parents, and the two sides will negotiate how to deal with the matter in person.
"After the incident, there have been employees who have been following up on the matter, but due to the large number of customers during the New Year's Day holiday, it may not have been handled in time, making parents wait for a long time. According to the staff, the staff of the bathroom will not deliberately increase the consumption of children without the knowledge of parents.
At noon on the 3rd, the parents concerned released a video saying that thanks to the help and forwarding of netizens, she has communicated with the merchant and confirmed that it was a misunderstanding caused by the merchant's wrong consumption record, and the merchant has sincerely apologized and paid one and three compensations.
On the same day, the store concerned issued an apology statement on social media, saying that the store paid great attention to the incident of wrongly charging customers for back rubbing (the person concerned did not rub his back), and immediately set up an investigation team.
The store said that the company has taken the following measures: actively contact the customers concerned, make a sincere apology in person, and pay compensation to consumers in accordance with relevant laws and regulations; suspend the person in charge of the relevant positions; hold a staff meeting for training to improve the customer service awareness of all employees; and place exclusive customer service contact information in the cashier to facilitate the first time to receive consumer feedback and deal with consumer complaints.
Words in and out
Although the matter has been resolved so far, the whole process still makes consumers feel that it is not easy to protect their rights.
After Ms. Sun's on-site communication failed, she was full of expectations that the store would take the initiative to contact her. And such a connection only came after she posted the incident online and attracted everyone's attention.
Article 20 of the "Civil Code of the People's Republic of China" stipulates that minors under the age of eight are persons with no capacity for civil conduct, and their legal representatives shall act as agents to carry out civil juristic acts. That is to say, the merchant should get the consent of the guardian to rub the child's back for a fee. Besides, without parental consent, rubbing the back of a 6-year-old child who has not yet matured is not afraid of any problems?
It may have been just a small mistake in the operation, but the store adopted a "love and ignore" attitude towards consumers, and the matter that only needed to be verified on the spot turned into a public opinion storm.
In the final analysis, it is still the business that does not take the rights and interests of consumers to heart. To protect the rights and interests of consumers, businesses should have a correct mentality and operate legally and compliantly, so as to win word of mouth and market.
Now the offline image of the business represents the image of the Internet, if you want to have a good online image, first of all, the offline service should be in place. The business behavior of any enterprise must respect the wishes of consumers, safeguard the rights and interests of consumers, and adhere to the bottom line of the law.
Shanghai News Broadcasting integrates Zijimu News, Jiupai News, etc
Editor: Chen Wen
Editor in charge: Chen Min