The Taobao store involved
I wanted to play Disneyland quickly, but I didn't expect to spend a high price in exchange for a stomach.
On April 30, Ms. Zhang from Hangzhou reported to the Paper's Quality View Complaint Platform (https://tousu.thepaper.cn) that she had purchased a number of Disney tickets, fast-track and luxury packages accompanied by tour guides at a gold store on Taobao, spending more than 7,000 yuan in total. However, on the day of the visit, he was told to confirm the receipt of the goods and give a five-star praise to lead the way into the park, and after entering the park, the tour guide claimed that he could not activate the fast track ticket and could only line the ordinary channel, and also induced Ms. Zhang to cancel the Taobao order for offline transactions many times.
Before entering the park, I promised to finish all the events by 1 p.m. at the latest, but in fact, I only played three events in the morning, and two of them did not have to queue up because they were in a hurry.
At noon on the 29th, after Ms. Zhang called the police, the police came to coordinate, and Ms. Zhang asked the store involved for a full refund and compensation for accommodation expenses, but was refused. The person in charge of the shop involved also reported Ms. Zhang's home address and sent someone to follow Ms. Zhang's family, threatening, "Look at how you play." ”
On the afternoon of May 1, The Paper called Wan, a person in charge of the store involved, to ask Ms. Zhang about the situation, and the other party said, "I don't remember this, you go to her", and hung up the phone. Subsequently, the reporter's call to the industrial and commercial credit information publicity of the affiliated company of the store involved could not be connected, indicating that the phone had been turned off.
Ms. Zhang's family's experience is not unique, and there are not a few consumers who have reported the same experience of being deceived on social platforms. A lawyer pointed out that the merchant involved advertised the privilege card that provided fast-track services, but in fact made consumers queue up to enter the park early in the morning and did not provide fast-track services, which was suspected of constituting false publicity and may also constitute consumer fraud, and could request a refund of one and three compensations.
Ms. Zhang gave feedback to the customer service of the Taobao store involved in the incident, such as confirming the receipt of the goods in advance and not being able to use the Quick Pass service.
High-priced online shopping for 12 attractions Fast Pass package, the service is not honored
On April 22, Ms. Zhang placed an order for 3 luxury packages and 1 general admission ticket at a store called "Shanghai Disney Ticketing" on the Taobao platform, with a travel date of April 29 and a total price of 7,700 yuan.
Among them, the price of the luxury package is 2,380 yuan per copy, including admission tickets, 12 amusement items fast pass, tour guide arrangements to watch 5 popular performances, as well as float parade and fireworks viewing guide seats (including Crazy Zootopia).
On the 28th, Ms. Zhang received a phone call asking to arrive at Disney at 6:10 the next morning. On the morning of the 29th, Ms. Zhang and her two children came to the designated meeting point outside Disney as scheduled. The person in charge who claimed to be Wan arranged a "tour guide" Chen on the spot, but the other party did not show a tour guide card.
The relevant recordings at the scene show that Chen asked Ms. Zhang to confirm the receipt of the Taobao order on the spot and give a five-star praise before leading into the park. Ms. Zhang refused, saying that she would only be praised after enjoying the service. Under the stalemate, the tour guide called Wan. He said that this is a company regulation to "have a guarantee for tour guides", because if the receipt is not confirmed, the money is supervised on the Taobao platform and "cannot be taken out". He also stressed that even if you are not satisfied with the service after confirming the receipt, you can still make a customer complaint. In the recording of the phone call, Wan said impatiently many times, "If you don't want to, then you can stay here." ”
In order to make the children happy, Ms. Zhang compromised and carried out the above operation.
Before entering the park, another male person in charge also told Ms. Zhang that some projects only have one passage in the morning, and some projects need to be overhauled, so "after entering the park, don't worry about whether you are taking the fast lane, and the queue will only take 5 to 20 minutes." He also stressed that all the games can be played by 11 p.m. and 1 p.m. at the latest.
Ms. Zhang said that after entering the park, there was not much traffic, and there was no need to queue up for the first two sports. Chen also communicated with Ms. Zhang during this period, asking her to Taobao to apply for a refund and then trade privately, but was refused.
When he reached the third project, "Seven Dwarfs Mine Car", the flow of people increased, and Chen made the queue show that he had to wait for 50 minutes. At this time, Ms. Zhang learned from the Disney staff that she was just lining up an ordinary aisle.
Ms. Zhang then sent a WeChat message to Chen, who claimed that "there is a delay in the activation of the project", and it will take two or three hours at the earliest, "you can only play like this", and then she will no longer reply to the message. Then they asked Chen to guarantee the fast-track service for the remaining 9 projects to no avail, and after an hour of stalemate, at 10:25 that day, Ms. Zhang called the police. When the police came to the scene for mediation, the person in charge made it clear that "none of the remaining nine projects" could be provided with fast pass services.
The so-called Express Entry is the Premium Card. According to the Disney APP, the premium package is divided into three categories: play, children's fun, and adventure, with only 3, 6 or 8 combinations, and the price ranges from 435 yuan to 1160 yuan, and there are no 12 combinations. The cost of a single experience ranges from 140 yuan to 180 yuan.
Ms. Zhang's family made it clear that they had wasted a lot of play time due to the dispute, and asked the other party to refund the full amount and compensate for the accommodation costs, but the other party refused. In the recording, Wan also reported Ms. Zhang's detailed home address on the spot, which Ms. Zhang believed was threatening.
After the negotiation failed, at about 1 p.m., Ms. Zhang's family walked out of the police room and wanted to return to the park, but Wan found someone to follow them and threatened, "Look at how you play." Later, under the escort of the police, Ms. Zhang's family re-entered the park, but the queue became longer and longer. "I took my children to play the TRON LIGHTWHEEL, queued for 90 minutes, and finally said that the equipment was out of order, and I didn't succeed, so I left the park. Ms. Zhang said. It was close to 3 p.m., and only 3 items were played in the whole process, and the family returned disappointed.
On the 29th, Ms. Zhang complained on the Taobao platform that the store was selling falsely and refused to fulfill its promise, but the seller replied that there was no deception.
"Tour guide" Chen said that he could not activate the fast lane, and could only arrange the ordinary channel
Lawyer: It has been suspected of constituting false advertising and consumer fraud
The Paper noted that "Shanghai Disney Ticketing" was rated as a gold seller by the Taobao platform, with a comprehensive score of up to 5 points. The store only has one Disney ticketing product link on the shelves, showing that 700 items have been sold, with a total of 12 reviews, and no neutral or negative reviews.
During the mediation process by the police, Wan and others claimed that their company was called "Middle East Ticketing", but the business license of the company they provided was shown as "Nanjing Ticketing Co., Ltd." According to industrial and commercial information, the company was established in July 2017, registered in Qixia District, Nanjing, and its business scope includes ticketing agency, tourism information consulting, etc.
On the morning of May 1, The Paper consulted "Shanghai Disney Ticketing" as a consumer, and the customer service introduced that the fast-track ticket in the store package is the official privilege card, but it can only be activated after entering the park. Regarding the question that Disney has not officially launched 12 exclusive packages, the customer service said that the packages sold in the store are different from the official packages and cannot be compared, but it is guaranteed that 12 fast-track tickets can be provided, and there will be no situation where the fast-track tickets cannot be activated after entering the park.
In the afternoon of the same day, The Paper called Wan, but as soon as he heard that it was a reporter asking about Ms. Zhang's situation, he said, "I don't remember this, you go to her", so he hung up the phone. Nanjing Ticketing Co., Ltd.'s industrial and commercial credit information publicity phone could not be connected, indicating that the phone has been turned off.
Regarding the aforementioned experience of Ms. Zhang's family, The Paper consulted Taobao's official customer service as a consumer. According to the customer service, if the consumer has evidence to prove that the Taobao seller has inducements such as requesting early confirmation of receipt and five-star praise, the consumer can initiate an after-sales application during the rights protection period - generally within 15 days of the successful transaction, and a special person will review and report. Once the voucher is verified to be valid, the seller will be dealt with seriously.
Liu Kai, a lawyer at Beijing Zhongwen (Changsha) Law Firm, said that merchants advertised premium cards that provided fast-track services in stores, but in fact, they let consumers queue up to enter the park early in the morning and did not provide fast-track services, which was suspected of constituting false publicity. In addition, if the fast-track service sold by the above-mentioned merchants does not exist, or if the so-called "privilege card" is sold with false or misleading Disney Express channel content, in fact, there are fewer people in the morning, so that consumers can enter the park in the morning, deceive and mislead consumers, and infringe on the legitimate rights and interests of consumers, which may constitute consumer fraud.
Liu Kai reminded that when consumers encounter this situation, they should first collect and retain relevant evidence, such as purchase records, communication records, screenshots, etc., and then take corresponding rights protection measures according to the specific situation, such as contacting the seller to request a refund or provide reasonable compensation, and negotiate to solve the problem. If the seller fails to solve the problem, the consumer can complain to the Taobao platform, and can complain to the Taobao platform and request the platform to intervene.
At the same time, consumers can also file a complaint with the local consumer association or relevant regulatory authorities, or file a civil lawsuit with the court, requiring the seller to bear the corresponding legal responsibility to protect their legitimate rights and interests. (The Paper)