On the Internet, the down sofa known as "air sitting feeling, natural cotton and linen plus down material", the consumer Mr. Sun bought at home and immediately dumbfounded: "The cushion and cushion fillers have very little down content, which is not on the website's promotional image. What I saw was down! "
(Unable to provide real and effective business information, resulting in buyers unable to make normal complaints)
In this regard, Mr. Sun tried to complain to the business department about the merchant and hoped that Taobao would provide accurate information about the merchant, but Taobao refused to provide further information on the grounds that the “detailed address is the privacy of the userâ€, so that consumers and related departments have not been able to contact the merchant , Unable to complain normally.
In response to this type of online sales platform, the Shanghai Consumer Protection Commission and relevant lawyers have stated that the online trading platform should provide true and effective information. Taobao is to provide consumers with merchant information is its unavoidable statutory obligation, otherwise, the merchant should bear Taobao can only be shouldered by Taobao itself.
Wrong feather sofa bought
Mr. Sun from Shanghai took a fancy sofa and collected it in Taobao merchants. Mr. Sun bought this three-seater sofa and a footrest for 2453.84 yuan and paid. Mr. Sun said: "The purchase of this sofa is due to its down cushions and cushions. The sitting feeling must be very soft and comfortable." The newly purchased sofa and footrest were delivered to his new house in Suzhou, and his wife received it.
The next day, Mr. Sun personally rushed to Suzhou to accept the sofa, but the results disappointed him. Sitting on the sofa feels stiff. The softness of the cushion and the resilience of the cushion are not like the down liner. It is a bit like an ordinary space cotton cushion. He opened a feather cushion to check, 80% of the stuffing inside is the same as space cotton, and there is very little feather. Mr. Sun said: "The fillers shown in the advertisement at first glance look 100% down. I didn't expect the material to shrink greatly after I bought it back. This is simply fraud!"
Refused to change the promotion page
When the sofa was found to be seriously inconsistent with the description, Mr. Sun immediately contacted the customer service of the merchant and asked for return and compensation. But his request was rejected by the merchant. The business representative called Mr. Sun and denied advertising fraud on the phone, only admitting that everyone had a different understanding of advertising.
In this regard, Mr. Sun refuted: "In the product details page at the time of purchase, the description of down has focused on" many "and" comfortable ", and the filler looks like down, which is misleading; it also clearly shows" import " The braided state of the bandage; clearly shows the section of the sofa, and has a clear description of the 40-density sponge. However, these two parts are not in the real thing. "
Mr. Sun found that after he complained, the merchant modified the page. Yesterday, the reporter opened Taobao and found that two items were added to the product description: instructions on why down and doll cotton are mixed, and the ratio of down and doll cotton (seat cushion 60% down and 40% A-class doll cotton; by package 80% down and 20% doll cotton). In addition, the so-called "imported bandage" explanatory picture has been removed from the webpage. The modified photo of the padding padding is mixed with cotton wool, which looks closer to the actual sofa photo provided by Mr. Sun.
Taobao:Unwilling to provide seller's full address
Mr. Sun complained to Taobao about the merchant ’s fraud. Due to the incomplete business information published on Taobao, Mr. Sun also applied to Taobao to obtain complete seller information and was ready to complain to the industry and commerce department. However, the letter submission on Taobao Station did not succeed that day. Taobao site letter submission was finally successful, and the application was formally issued. Taobao sent seller information, including name, phone, ID card, address, etc. However, Mr. Sun found that the address was obviously the address on the ID card, and the relevant merchant could not be found based on this address.
Mr. Sun once again reflected the address problem to Taobao. Taobao staff replied that they could only provide this address. The detailed address was user privacy and could not be provided. He suggested that he find the administrative law enforcement department and let the administrative law enforcement department find the seller to obtain the business address.
In desperation, Mr. Sun found some relevant information on the Internet, first found the full name of the seller's company, and then found the relevant shareholders through the national corporate credit disclosure system, and initially determined that the merchant was in Shunde District, Foshan City, Guangdong Province. Mr. Sun called the Shunde District government affairs handling phone, and the other party agreed to forward the complaint to the local consumer association. Because the address is not correct, the Shunde Consumers Association cannot contact the merchant. Because the Consumers Association does not have the right to enforce the law, it is recommended that Mr. Sun ask Taobao to provide the correct address. If it cannot be provided, they can complain to Taobao.
Taobao opened the return process. Mr. Sun did not want to go through the refund process because the administrative complaint process has not been completed. If the goods are returned to the seller, there is no evidence. However, Taobao opened the return process on the grounds of company regulations. Due to the time limit of more than 7 days, the refund process is closed. Mr. Sun said: "Taobao stipulates that within 7 days of applying for a refund, the buyer must provide an industrial and commercial acceptance letter. If it is not provided within 7 days, the refund will be closed and the transaction will continue. I disagree with the transaction, but Taobao customer service told me that the transaction It doesn't matter if it continues, after the complaint, you can recover the payment through the industry and commerce department. No way, you can only do it in accordance with Taobao's regulations. "
Mr. Sun was filled with indignation: "I followed the path guided by Taobao from beginning to end, but Taobao actually said that I agreed to close the transaction overtime. This is a pit and an impossible task."
The lower the threshold for online platform merchants to enter, the harder it is for consumers to protect their rights
Taobao customer service told reporters that they provided detailed business information to buyers in a timely manner, and the business return address was specific to the floor, consignee, and mobile phone number.
The staff of the Shanghai Consumer Protection Commission said that "detailed" does not mean "true and effective" information. Online shopping brings great convenience to the public, but also exposes some problems, such as the buyer's recourse after the quality of the goods has problems. Merchant responsibility is more difficult. The Consumer Rights Protection Law stipulates that online platforms should provide true and effective information, and “detailed†does not mean “true and valid†information. If the online trading platform cannot provide consumers with true and effective information, consumers have the right to hold the platform liable, and the size of the liability should depend on whether the merchant's behavior constitutes fraud and actual consumer losses. In addition, in order to ensure the authenticity and validity of the merchant information, the online trading platform is obliged to strictly review the settled merchants. However, in practice, some merchants have issued business licenses, and some individuals have paid deposits to sell things online. Merchants vary in quality. The lower the threshold for businesses to enter, the harder it is for consumers to protect their rights.
Lawyer's point of view:Consumers can claim compensation
The business of the down sofa seems to be an "invisible person". Mr. Sun did not find it for more than a month, and the Consumers Association had no choice. Among them, what kind of responsibilities should Taobao and merchants as platforms have? Should business information be open and transparent? Consumers ca n’t find merchants, is it useful to sue the platform?
Lawyer Yang Weijiang of Shanghai Rongfu Law Firm stated that consumers who shop on Taobao are defending their rights because of the quality of the goods. They often find themselves unable to find information such as the business address, phone number, and person in charge. There is a chasm in the process, so the first step for consumers to protect their rights is therefore not going out. As a relatively weak party, consumers have no conditions and cannot rely on their own efforts to collect this information; on the contrary, Taobao, as a trading platform for buyers and sellers, of course, should have business information, which is their need to protect their own interests. It is also responsible for the interests of consumers. Therefore, Article 44 of the "Consumer Rights Protection Law" stipulates, "If the provider of the online trading platform cannot provide the real name, address and effective contact information of the seller or service provider, the consumer may also report to the online trading platform. The provider requires compensation; if the online trading platform provider makes a more favorable commitment to consumers, it should fulfill the commitment. After the online trading platform provider compensates, it has the right to recover from the seller or service provider. "It can be seen that Taobao provides to consumers Merchant information is its unshirkable legal obligation, otherwise, the responsibility that should be borne by the merchant can only be borne by Taobao itself.
Lawyer Yu Tonghao of Shanghai Zhonglian Dingfeng Law Firm believes that the merchant's advertising language violates the new "Advertising Law" "experience words cannot be used for advertising", and the merchant's behavior in the text has constituted fraud.
The furniture in the wedding room waited for 4 months
When it comes to the topic of buying furniture online, the reader Mr. Ma looks helpless. The orders placed in January this year, until March, the sofas, beds, and TV cabinets purchased online were delayed in delivery. As a result, they could not enter the new house at the wedding and had to go directly to the hotel from the woman's house. In April, the furniture was delivered, and the pungent smell was very serious. The pregnant wife could not enter the new house.
A person in charge of brand furniture said that to understand the logistics of online furniture purchases, he can only communicate with the store online, but this is particularly passive. When buying in a physical store, the salesperson will tell the customer when the furniture arrives, so that the customer can order furniture according to their own situation. At the same time, the salesperson will also inform the customer about the logistics of the furniture purchased. Problems will be adjusted in time, face-to-face communication is the most direct and effective way of communication.
Why do physical stores buy online so poorly?
Reader Ms. Hao is particularly repulsive to online shopping. She said that although she has 4 years of online shopping experience, she still accidentally "strokes". A few months ago, in order to change a new method for her home, she went to the home store to choose a look, and then found an online store of this brand online and bought a sofa. Although the price is nearly 1/3 cheaper, it took a few days to find that the sofa cushion is getting softer and softer, which is not the same as in the physical store, it is very uncomfortable, and the frame is also a little abnormal. After communicating with the physical store clerk, the other party said that this brand does not have an online store. Presumably, Ms. Hao bought a cottage product.
Reader Liang Cheng said that he also liked online shopping for a while, but he was still cautious about large pieces of furniture. He analyzed that most people are attracted to online shopping. In addition to the price advantage, exquisite pictures are also crucial. However, many of these pictures are taken by professional photographers and are only illuminated by professional lights. Even if you find the goods in the physical store online, you must check with the physical store, and then place the order after confirmation, in case of Ms. Hao, and spend money to buy the cottage goods, which is not worth the loss.
It ’s easy to fall into the trap if you look at good reviews
"It is said that online shopping depends on store level and netizens' evaluation, but I was also cheated." Reader Fang said that he bought a set of bedroom solid wood furniture online one year ago, double bed + two bedside tables + a four-door wardrobe, It's less than 10,000 yuan. The reason for being able to place orders firmly is that after seeing the comments of netizens, "especially good quality" and "super cost-effective", etc., when the goods arrived, he found that the solid wood was solid wood, but the workmanship was particularly rough, and there was a strange smell and smoked. Eyes are very uncomfortable. He immediately went online and gave a bad review. As a result, the store immediately called and asked Mr. Fang to change it into a positive review and return it. "It seems that these praises are all human operations, and I will never buy online again." Mr. Fang said angrily.
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