On November 13th, Mr. Yang purchased a batch of wool quilts at the Tmall NetEase Yanxuan flagship store, and after receiving the goods, he found that the wool content in the quilt was seriously "shrunk".
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NetEase Yanxuan bought 42 beds of wool quilts
100% pure wool into 65%?
"Because at the end of the year, I want to send some benefits to employees and give customers some feedback, so I purchased two types of 42-bed quilts before and after." ”
Mr. Yang said that the 42-bed quilt, including 31 beds 1 meter 5 by 2 meters, 11 beds 2 meters 2 times 2 meters 4 styles, a total of more than 20,000 yuan. Mr. Yang provided a chat record with the merchant before placing an order, showing that he repeatedly asked about the material parameters of the product, and the other party replied with 100% wool.
But after the recent receipt, Mr. Yang found that the quilt packaging was marked: filled with 65% sheep wool 35% polyester fiber.
"We were very shocked, so we went to customer service, he told us that it was space cotton, it didn't matter, but we wanted 100% pure wool, the shopping page said, 100% pure wool, no 65% words, the transaction snapshot is displayed, he said it was due to the warehouse sent wrong." 」 ”
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Mr. Yang believes that it is unlikely that the wrong goods will be sent everywhere
NetEase strictly selected customer service: it is impossible to sell fakes
Mr. Yang pointed out that the 42 quilts were sent from different parts of the country, whether everyone sent it wrong, he thought it was unlikely.
"Customer service just said to us, then you will return the goods, after the negotiation, he said that it is good to change it, the page is clearly written, false one loses four." During our negotiation process, the next day it changed the page, 100% of which had 65% but the snapshot had a photo, and the transaction page was written with 100% pure wool, without 65% of the words. ”
Opening the store purchase page again, the two quilts purchased by Mr. Yang now have the words "wool content 65%" in the product description. Subsequently, the reporter contacted the NetEase Yanxuan Customer Service Center.
"(At the time of purchase, the above was clearly marked as 100% wool, and it was not as relevant as now, which was not 65% of the content, which was not available at that time) In this way, if you did not buy it before, you can take a screenshot and then contact the order platform, which will give you a process. (Contacted, said that only to give exchange) the customer service of the order has let you apply for after-sales, you need to apply on the line (your handling opinion is based on their handling opinion) This side needs to place an order platform. (To contact the order platform is to contact Tmall?) Yes, the following platform shall prevail. (Also look for the Tmall platform to apply for this process is right) Yes. ”
NetEase Yanxuan said that the platform merchants can not sell fake goods, Mr. Yang reflected the situation, he will record and feedback, if Mr. Yang is not satisfied with the return and exchange of the processing plan, it is recommended to contact Tmall customer service.
"I'll help you submit your application feedback, and our mobile phone specialist will contact you within 24 hours, please keep your phone open." ”
Later, Taobao public relations feedback, after investigation, Mr. Yang's situation should be NetEase strict selection of the wrong goods caused, the merchant does not have the situation of selling fake goods, so it can only be returned. Mr. Yang still did not accept it, saying that he would continue to defend his rights through other channels.