The merchant states that the product is a Philips PS197 shaver. (Source: Screenshot of the store)
Xinwang, April 11 (Reporter Gu Zhengyuan, Geng Run) Where to go to buy small household appliances online, where is the most assured? I believe that many people will choose Jingdong, because the big platform is guaranteed. However, recently, Mr. Xu, a citizen, reported to Xinwang (0532-80889431) that the Philips shaver he bought in Jingdong Mall became Borui brand after receiving it. After he reported the situation to the merchant, the merchant replied that he could directly apply for a return. However, Mr. Xu believes that the merchant's move is completely "selling dog meat on the head of a sheep", and the platform should effectively supervise such behavior to avoid causing inconvenience to consumers.
Received the express delivery of the goods is not on the board
Mr. Xu, a citizen, is a 13-year old user of the JD platform, and it is understood that the acquisition of Jingxiang value on the JD shopping website is closely related to the user's consumption behavior on the JD website. The higher the Jingxiang value, the higher the user's shopping frequency and consumption amount, and Mr. Xu's Jingxiang value has reached 8,000 points, which is a high level among platform users.
A few days ago, he spent 98 yuan on a Philips PS197 razor in the Jingdong mobile app, and the merchant store is called "Dream Bubble Store Store", which sells a variety of Philips shaver products in the store, with prices ranging from dozens of yuan to five or six thousand yuan. The reason why Mr. Xu placed the order happily was because he had never bought counterfeit products on the JD platform before, and the merchant marked "fake one pays ten" in a prominent position on the product detail page.
However, after the arrival of the goods, Mr. Xu found that the product model was indeed PS197, and the appearance of the product was also consistent with the promotional picture provided by the merchant, but the razor brand became vPro, and the body and outer packaging were printed with vPro's logo, and the merchant erased the logo in the promotional map, which was obviously misleading to consumers. Mr. Xu said that due to this shopping experience, he will still prefer to go to offline stores to buy home appliances in the future.
The product actually received by the consumer is vPro PS197. (Source: Interviewee)
The merchant responded by sending the wrong batch of goods
The letter network learned through the official customer service of Borui shaver that the Borui brand is a sub-brand of Feike, PS197 is a three-head rechargeable shaver under the company's brand, and the official price is 41.9 yuan. Mr. Xu, a consumer, said that although the vPro is a compliant product produced by a regular manufacturer, it is obviously unreasonable for the JD store to label the product as Philips and sell it to consumers at a price more than double the market price, which also has a bad impact on the two well-known brands to a certain extent.
Xinwang interviewed the merchant's customer service on the questions raised by consumers, and the staff replied, "Because the new warehouse management in the warehouse sent the wrong batch of goods, the logistics has been notified to recover them, but they have not been intercepted and sent to the consumers, and consumers can apply for refunds, returns or exchanges." But this argument obviously does not convince the consumer, Mr. Xu. "The model is the same, the appearance is the same, the material is the same, Philips has never produced PS197, how can this be replaced? Mr. Xu said.
The platform refunded more than 50 yuan for the price difference, which was rejected by consumers
The customer service staff of the Jingdong platform said that the platform determined that the merchant had sent the wrong goods, and consumers could try to negotiate with the merchant to replace the goods. In addition, the platform learned that the official price of the vPro razor issued by the merchant to the consumer is about 40 yuan, and the consumer can also choose to keep the product, and the platform will try to communicate with the merchant to refund the consumer more than 50 yuan for the price difference. At present, neither of the above two solutions has been adopted by consumers, and Mr. Xu plans to report the problem to the market supervision and administration bureau where the seller is located in the near future and seek help from law enforcement officials.
In response to the above situation, Liu Guojian, a lawyer from Shandong Chenggong Law Firm, commented that this kind of behavior has infringed on the legitimate rights and interests of consumers, but due to the low value of the goods and the relatively cumbersome protection of rights, a considerable number of consumers will choose to refund and return the goods or keep the goods for their own use after discovering that the goods are not right, and some merchants continue to defraud consumers by taking advantage of such loopholes. Platforms should strengthen supervision of such behavior, requiring businesses to operate in good faith in accordance with laws and regulations.
The processing result of the JD platform is that the merchant sent the wrong goods. (Source: Interviewee)