In recent months, Canada Goose, known as the “Hermès of down jackets”, has repeatedly been on the hot search: first, it was fined 450,000 yuan by the Huangpu District Market Supervision Department for “‘false advertising'”, and later for “not being able to prevent the epidemic but… The sky-high price masks, which cost as much as a thousand yuan, were sold out.” Late at night on November 30, this “Canada goose” once again topped the list of hot searches.
On November 30, according to the “I Want to Complain” column of Weekly Shanghai News Morning Post, a Shanghai citizen spent 11,400 yuan to buy a down jacket at a “Canada Goose” store. As a result, the trademark on the clothing was embroidered wrongly, the stitching was rough, and even… The fabric also has a pungent smell! When this citizen defended his rights against the merchant, he encountered obstacles because of the sentence in the “Replacement Clause” that “all goods sold in specialty stores in mainland China are not allowed to be returned.” It immediately sparked heated discussions among netizens.
According to the Beijing News Shell Finance report, all stores in Chongqing and Beijing stated that they “cannot retreat”. Among them, the Chongqing store staff said that this is a general condition in China.
Faced with this pile of problems, the “Replacement Terms” sentence “All goods sold in specialty stores in mainland China are not allowed to be returned”, which blocks the way for consumers to protect their rights. Subsequently, Ms. Jia encountered obstacles every time she communicated with stores, merchants, and even the head office through emails.
The wrong trademark was embroidered on the clothes in the store. It was difficult to return the goods. Complaints and rights protection were met with obstacles.
Ms. Jia said that on October 27, she purchased a down jacket model 9512M at the “Canada Goose” store No. LG1-58 on the basement floor of Shanghai International Financial Center Mall, priced at 11,400 yuan.
After returning home, Ms. Jia discovered that the “Canada Goose” trademark was embroidered wrong: there was an extra arc embroidered at the sun in the center.
The logo of this Canada Goose coat is embroidered wrong↑
Not only that, the stitching of the down jacket is rough, with many long and short threads hanging on it. The edges of the fabric in the pockets are not hemmed and there are threads coming off. The fabric also has a pungent smell.
Ms. Jia said that on October 27, before she paid, the store clerk did not inform her that the purchased goods could not be refunded or returned. “But after I swiped my credit card, the clerk handed me a piece of paper titled “Replacement Terms” and asked me to sign.”
The reporter saw that the “Replacement Terms” stated: Unless otherwise provided by relevant laws, all goods sold in specialty stores in mainland China are not allowed to be returned.
“If you don’t sign, you can’t take the clothes.” Ms. Jia said that at that time, she could only sign this clause.
On October 28, Ms. Jia complained to the manager of the “Canada Goose” store in the International Financial Center and called the Canada Goose customer service hotline. But the store manager said, “We don’t have the right to return the goods and it needs to be resolved at the head office level.”
“I asked the store manager for the phone number of the head office, but he said that there was no way to provide it and asked me to check it myself. He also said that the company had provided the customs declaration form and qualified test report of this dress to the Market Supervision Bureau. He asked me to provide it to the company Clothes can only be returned if they have an unqualified test report.”
On November 14, Ms. Jia wrote another email and sent it to Canada Goose’s testing center mailbox along with detailed photos of the clothes and other vouchers as email attachments. But then, the head office was told in a reply that Canada Goose no longer provides product certification through photos.
The reporter called the “Canada Goose” customer service hotline, and a staff member reported back after recording that they would coordinate the matter with the store and provide consumers with the information.Products account for 69% of all products. Regarding the horizontal comparison of products sold by Canada Goose, Canada Goose’s general statement that the down used in its products “all contain Hutterite down, which is the finest and warmest Canadian down” is inconsistent with the facts and constitutes false advertising.
Just a few days before Ms. Jia was exposed, Ms. Han, an “old fan” of Canada Goose, also broke the news that she spent about 5,000 yuan on a down jacket abroad in 2018.
In the first year after buying the down jacket, Ms. Han wore it more frequently. By the second year, this down jacket was somewhat unused. It wasn’t until the winter of 2020 that Ms. Han took it out again and prepared to wear this dress for the winter. However, to Ms. Han’s surprise, the dress turned into “covered with goose feathers.” “I only wore it for a long time, and when I got home, I found that my whole body was covered with white goose feathers.” Ms. Han said that the lint loss on the clothes was completely outside the normal range.
When I wore it again this winter, as expected, it was still “all hairy”.
But when she applied for the “Global Lifetime Warranty Service”, she encountered obstacles at every turn, and even received an official reply of “no repairs”.
CCTV: Poor quality but refuses to return goods
The arrogant “Canada goose” can only have a piece of “goose” feathers left
On November 30, @yangguang.com commented that when there is a quality problem with down jackets, the first thing the brand should do is to actively communicate with consumers and come up with sincerity and solutions to solve the problem, so as to regain the trust of consumers. “Canada Goose” has preconceived ideas and limited the rights protection rules for consumers. The sentence “returns cannot be made in mainland China” made consumers run into a wall and return. Subsequently, they set up cards everywhere. Treating consumers differently based on geography is such a “double standard” that is full of “arrogance” and will definitely not be tolerated by Chinese law. The protection of consumer rights and interests is by no means something that a certain manufacturer can have “immunity” with just a piece of paper.
The reason why “Canada Goose” is so confident is that it seems to have formed a self-awareness in its mind: wearing this brand’s down jacket is a symbol of status and taste. Even if there are flaws in quality and service, it can be covered up by the brand halo. But it should be noted that there is no eternal king of clothing brands. Only those with superior quality and service can sit on the throne. Now, Chinese domestic brands of down jackets have already “sailed out” with quality and design. If “Canada Goose” is still lost in its own reverie and does not want to make progress, then all that is left will be “goose feathers in one place”!
Friends, can you accept the rule that some big-name products are not allowed to be returned? What do you think of it?
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