Xiao Li is the manager of a teahouse in Hangzhou. She said that some time ago, she received a message from Meituan and was accused of intimidating and threatening consumers. Manager Li felt very wronged.
Hangzhou Wanwenting Tea House on Yuhuangshan Road, Manager Li said that most of the teahouses are outdoor seats, and there are three indoor boxes. At the end of August, several customers came to the store and said that they would borrow a private room for an afternoon. At that time, she recommended that guests buy a consumption coupon worth 199 yuan on the Meituan platform. The instructions on the voucher state that it can be used for a maximum of 1 hour. Manager Li said she and her boss applied for an additional fee, and the use of coupons was increased to 3 hours.
"With the photographer, the makeup artist, and a parent and a child, and the child's grandfather, a total of five people, she said that the makeup shooting borrowed the venue, she said that the main thing was not tea (at that time, did she say yes before shooting, overtime will be charged more) I said, my permission is only three hours, actually from 1 o'clock to 5:30 pm. ”
Manager Li said that since four o'clock in the afternoon, she has repeatedly urged customers to remind customers of the problem of time.
"At half past four, I went in again, and the photographer hadn't come back, so I told her you needed to buy an off-site ticket, which was cheap, 49 bucks, don't let me get scolded." ”
Manager Li said that when several customers left the store, they refused to buy coupons again, and after she and the boss reflected, they told customers that it was okay to give praise on the US group. Customers leave the store after filling in the positive review. Manager Li stressed that there was no verbal altercation or physical conflict with customers at that time. However, the store later received a text message from Meituan, which showed that your store was accused of intimidating and threatening consumers, and the store will be punished with a warning from September 16 to September 22.
Manager Li said that this penalty means that within 7 days, consumers cannot search for the store on Meituan, and the weight and score of the merchant will be reduced. Manager Li said that the location of the tea house is somewhat remote, and platforms such as Meituan are important source entrances. In this way, it has a great impact on the operation of the tea house. So was there a so-called threat of intimidation at that time? Manager Li recalled that it may be related to the fact that when customers wrote positive reviews, the electronic door in the box area was not opened.
"Let's say we shut her up inside to write praise, and said that I took her mobile phone, I didn't take her mobile phone at all, that is, this door is closed, she wants to write praise inside, she just stands there to write, she writes and leaves, this door has always been closed when there are guests entering, and there are guests who open it (you think she may have misunderstood the door) Right. ”
Manager Li said that this electronic door usually needs to be opened with a remote control, and he has not said that he will not let go without writing praise. Later, they communicated with the consumer, Ms. Li, several times, hoping to withdraw the complaint. The chat history she provided showed that the other party said that from the beginning to the end, the tea house did not prompt that there was a time limit and that there was a charge for overtime.
The manager Li called according to the phone left by Ms. Li during the conversation, and the other end of the phone said that he was a friend of Ms. Li, and the specific situation was not clear. Later, Ms. Li herself contacted the reporter. She said that she only reflected with the Us group that the tea house did not issue invoices and that she did not want to praise things, and did not mention any threats and intimidation.
"I told her when I went there, it doesn't matter if we drink tea or not, mainly to use the place here, put on makeup, I said it should be used for an afternoon, I didn't look at it and bought a coupon, in the process she came to urge me, asked me what time it was, I said it was going to be five or six o'clock, she didn't say anything (she said at the beginning to tell you, the permission is three hours) She didn't tell me, if she said overtime to charge, I understand." 」 ”
Ms. Li said that when she was about to leave the store, the manager Li said that the timeout was too long and she needed to buy coupons. She couldn't accept this kind of demand for payment afterwards, so she refused.
"Then she said, you have to give me a good review to go, I will say OK, I will give you a good review (did not intimidate you to threaten you or something) that is not, but I am alone in the house, I do not give her praise I can not go out, the remote control was originally taken away on the table, my colleague knocked on the door outside to ask me to go out, she did not open the door (did you tell the platform that she threatened you to threaten you) Then I did not tell the platform, I withdrew (complaint) Ah, I made several phone calls." 」 ”
Ms. Li said that she had now received the invoice and had also contacted the Meituan platform to withdraw the complaint. At the scene, Manager Li contacted the customer service of the US group to understand the progress.
"At present, this punishment is still in place, and it is recommended that you add evidence of the complaint here to prove that your side, for example, has not threatened to intimidate consumers." ”
"But we didn't intimidate her at all, and we couldn't provide evidence." ”
"Then she has to go to the official, or the official comes to me, as for how the platform punishes her, that is also a matter of the platform, right?" ”
Manager Li said that there is no surveillance in the store, if Ms. Li has withdrawn the complaint, why does Meituan still have to punish the store? What can be proved if something is not done? The reporter reflected the situation of Manager Li to the US group, and after the incident, he has not received a response.