Recently, we reported a shopping experience of Mr. Yang in Hangzhou, who bought a batch of wool quilts at the Tmall NetEase Yanxuan flagship store, and found that the wool content of the quilt was seriously "shrunk" after receiving the goods. Later, the merchant explained that it was the wrong goods and promised to return and replace, but Mr. Yang was not satisfied, thinking that it was not as simple as sending the wrong goods. After the news was broadcast, Mr. Yang contacted us again and said that the wool had been suddenly removed from the shelves.
1
42 beds of wool "shrunken composition"
NetEase Yanxuan explained that the warehouse sent the wrong goods
First, let's briefly review Mr. Yang's previous shopping experience. It was cold, Mr. Yang wanted to buy some quilts for employees to do welfare, on November 13, he purchased 42 beds of wool quilts at the Tmall NetEase Yanxuan flagship store, spending a total of more than 20,000 yuan.
Before placing the order, the merchant repeatedly made it clear that the material used in the quilt was 100% wool, but after Mr. Yang received the quilt, he found that the filling was 65% sheep wool and 35% polyester, and the wool composition was shrunk.
"What we want is 100% pure wool, the shopping page says, 100% pure wool, there is no 65% word, the transaction snapshot is displayed, he said it is due to the warehouse sent wrong." ”
Mr. Yang disagreed with the claim that the merchant had sent the wrong goods, saying that the 42 quilts were sent from different parts of the country, and the possibility that each delivery party would make a mistake was almost zero.
Later, Mr. Yang proposed to NetEase Yanxuan that it should be handled according to the "fake one loss four" promised on the page.
In the previous interview, the reporter saw on the merchant's purchase page that the product descriptions of the two quilts had the words "wool content of 65%" noted.
Mr. Yang said that this was a change made by the merchant after he complained. For this matter, NetEase Yanxuan Customer Service Center and Taobao public relations personnel both intervened in the processing and gave a reply that the merchant did not sell fakes.
2
Multiple buyers were found to be experiencing the same problem
Now the wool has been taken off the shelves
But Mr. Yang was dissatisfied with the results of the treatment, saying that he later made a written comment on the two quilts that had been signed, and he did not expect that there were many things tossed out later, so he felt more necessary to clarify things.
"We also called on some people above the review, because some people also bought quilts to see if the quilts were true or fake, whether they were all sent wrong, and then two people contacted me, and they posted their comments below me, saying that their quilts were also wrong, which was also 65%. ”
One buyer replied to Mr. Yang that "what I received was also not on the right board", and another buyer said, "How to deal with it in the end, it seems that mine is also". A ms. Xu added Mr. Yang's WeChat, saying that the situation encountered was the same, and the reporter contacted the Xu by phone.
"I bought it on double 11, and I bought such a wool quilt before NetEase Yanxuan, and there was no problem before I bought it." When I brought it, I looked at the ingredient list, and I found that it was only 65%, and I went back to the page and really didn't find a word that wasn't 100%. ”
Ms. Xu said that she bought a 1 meter 5 by 2 meters wool quilt, priced at 579 yuan, the wool content in the transaction snapshot showed 100%, after finding the problem she immediately found the merchant, the other party is also very happy, promised to exchange, at the beginning, she also thought about it.
"The transaction snapshot is the basis for the judgment, at that time he did not answer, I have doubts, he did not act, I think NetEase's method is too inferior, you yourself are wrong, you admit it, he changed the page, this is a little too vulgar, he sent a very strong tone, said I told you, there is a solution, help you change." ”
"For example, 65% content, one or two hundred dollars, then I may feel different, his price is almost the same as what I bought before, it may be bought before, or even two meters by two meters, but it is lower than this price." 」 ”
"He used our trust in NetEase plus Tmall to find out, he will exchange goods for you, and if he does not find it, he will make a high profit, which is the seriousness of this matter, so I feel it is necessary to investigate deeply." ”
Mr. Yang also told reporters that the day after NetEase Yanxuan clearly replied that he did not have a counterfeiting behavior, this wool was removed from the shelves.
Mr. Yang said that 100% and 65% wool content of the quilt, there is a significant price difference, NetEase strict selection of wool was placed a large amount, if all counted together, then this price difference is not a small amount, so he thinks this matter is quite serious.
3
NetEase Yanxuan replied and apologized
Consumers and other functional departments will make decisions after the investigation results
"So we have reason to suspect that NetEase Yanxuan sold thousands of quilts during this double 11 period." ”
The reporter accompanied Mr. Yang to find the Changhe Market Supervision and Management Institute in Binjiang District, Hangzhou, Mr. Yang filled in the complaint and report materials, and the staff said that they would give a reply after the investigation was completed.
Mr. Yang said that for his own experience, he saw many netizens comment on the official Weibo of 1818 GoldenEye, questioning why he would buy so many quilts, is it a professional counterfeiter, in this regard, he said that he did not care about the four times the compensation, he has his own company, buy quilts for employees and customers to send benefits, the reason why this time to be more true, is to solve the doubts in the heart.
"They did too much, found a problem, they immediately tampered with the page, and then from the time we posted the review, they took the whole product off the shelf, after we posted the review, he turned off my review function, this series of operations, we feel that NetEase is weak, I asked him why he took it down, he told me the reason is as far-fetched as the answer of 42 quilts, saying that it was all sold out overnight." ”
The reporter contacted NetEase again, and the other party gave a written reply the next day. First of all, NetEase once again emphasized that the user Mr. Yang has placed 12 orders, a total of 42 beds of wool quilts, customer service received consumer feedback, checked out the problem in the background system configuration error, resulting in the warehouse wrong goods, a "white 100% wool content" wool was mistakenly issued by the commodity as an "apricot 65% wool content" wool quilt goods, and then also the first time to apologize, and provide door-to-door replacement, while each wool was attached to two latex pillows with a total value of about 400 yuan.
For the problem of why different regions will send the wrong goods at the same time, NetEase's explanation is that the delivery is not manually carried out manually, but is caused by the configuration of the background system. Before Mr. Yang mentioned that on the purchase page, there was originally no "65% wool content of the quilt", NetEase explained: NetEase Yanxuan is this "apricot color 65% wool content" on sale, but tmall flagship store only shelves "white 100% wool content" this product, about why the product is suddenly off the shelves now, the other party said that because after finding the problem, the relevant orders were checked, and took the initiative to contact all the users who sent the wrong order, and also gave the same free exchange as Mr. Yang. And the processing scheme of the latex pillow is given away, and in order to effectively ensure that the replenishment products of this batch of users are in stock, the goods have been removed from the shelves.
"Based on the concept of the brand, NetEase strictly chooses this practice, in fact, it is outside the supervision, he uses the price of pure wool quilt, in fact, there is a huge profit in the middle, buying a bed and two beds, it will not be concerned, it is because of buying so much, the profit in the middle is very amazing." ”
Mr. Yang feedback said that although he also received a formal apology from NetEase, whether to accept it or not still wants to wait for the results of the investigation of the functional departments to come out before deciding.
We will continue to pay attention to this matter.