After buying 6 sea cucumbers, consumers have played no less than 150 calls for justice.

Recently, the consumer of Ms. Hong (alias) to the report of the rights hotline, September 16, she took part in the 1th shop in a group purchase, "(National parcel Post) Yang's father and son wild half dry salted sea cucumber 6-8", the group of 99 Yuan. According to business description, the net content of this product is 50g (4-6), plus a 6g-8g of about two salted small sea cucumber.

"Since it is to buy sea cucumber to send sea cucumber, I think the goods received should be in a large box has two small bags, a net content of 50g of 4-6 sea cucumber, another with a gift of two small sea cucumber." But I later received the goods, opened the carton packaging outside, only to see a bag. ”

Ms. Hung said that she cut the number of bags, inside a total of 6 sea cucumber, and then bring water to weigh up, found only 48 grams. "The merchant says net content has 50g, plus two small sea cucumber that send, that weight should be in 56g-58g." My first reaction was that they probably gave me a giveaway. ”

Ms. Hung first contacted the number 1th store, the customer service after accepting the complaint, said Will and merchants "Yang's father and son" contact check. Since then, she began a long and tangled way of safeguarding the rights.

Long Rights road: 150 dozen phone calls, no settlement.

"I called the number 1th shop customer service, asked the first sentence is:" is not to give me to leave out two small sea cucumber gift? "Ms. Hong said, with her long-term in shop 1th to build trust, this time to buy sea cucumber in the weight of the error, she simply thought that the merchant carelessly leaked gifts, then directly contact shop 1th, to help deal with the service."

But she did not expect things to be so complicated: Two months later, the weight of the sea cucumber dispute still no result. "For this matter, I have since September to 1th stores dozen no more than 150 phones, customer service attitude is not bad, many times to help me and the seller contact, but the seller is not to me to deal with, and even did not take the initiative to communicate with me." ”

Consumer questioning: The net content of "with moisture" is difficult to verify

The seller finally replied that the goods issued to Ms. Hung did not miss the gift, bought and the gift of the sea cucumber are installed in the same bag, that is, she received 6 sea cucumber, 4 is bought, and two is a gift. As for the question of insufficient weight, the seller said that because of the half dry salted sea cucumber itself with water, may be opened after the loss of water caused by weight.

and Ms. Hung in contact 1th Shop Customer service reflects the problem, in order to verify the quality of sea cucumber, 3 of which only carried out a bubble. In the packaging has been dismantled, the product is not complete, the 6 sea cucumber is not sufficient amount of the original is "no research."

Buy a gift in one package so that people "can't see through"

"Buy is to buy, send is sent, if separate install more clearly." Ms. Hung said that she also bought other fresh products on the Internet, there are gifts in the case, are in a large box has a number of small packaging, buy and send the separate outfit, at a glance, and two layers inside and out of the package are marked with a net content.

"But I bought this half dry salted sea cucumber, outside the carton packaging no net content, only the inside of the plastic bag on the front of the positive written" net content 50g ", back write" net content of 50g, and merchandise a package of 6-8g about two salted small sea cucumber ", which does not correspond before and after. "Ms. Hung said.

Shop No. 1th: willing to pay 50 yuan to settle

Ms. Hung said that she was so obsessed with the rights, is the hope that the sellers can admit their packaging and other aspects of handling defects and correction. "Now more and more consumers in the online shopping, I hope I reflect the problem can make the relevant departments, websites, sellers pay attention to create an open and transparent online shopping environment." ”

But the sellers have insisted that they did not go wrong, and Ms. Hung's 150 calls instead "forced" 1th shop compromise. Ms. Hung said that shop No. 1th apologized to her and offered to pay her 50 yuan for reconciliation. This makes her even more depressed: "This is not a question of money." ”

Consumer: What does it mean if more than 300 orders are Shoho?

Ms. Hung at that time to participate in this single 99 Yuan "Yang's father and son wild half dry salted sea cucumber" group purchase, finally a total of more than 300 transactions. If the seller Shoho each customer, a few hundred customers are hundreds of grams or even thousands of grams.

This complaint, the reporter contacted last week 1th shop customer service, staff said, September 30 onwards, in addition to the 1th store and launched 1th Mall, and 1th shop separate independent operation, and group buying business (called "1th Regiment") mainly placed in the 1th Mall, "Yang's father and son wild sea cucumber flagship store" is also the seller of 1th Mall.

Customer service personnel said, about Yang's father and son wild sea cucumber Group purchase, Ms. Hong in the same batch of more than 300 orders in the interim no other consumers reflect short or quality problems. To the reporter calls the question, she will record down, the feedback to the related department, again by the specialized personnel gives the reply.

But as of yesterday, before the press, the reporter has not received a reply from Shop No. 1th. In the meantime, Ms. Hung contacted reporters that shop 1th called her again and offered to help her deal with the seller in coordination.

"Yang Son" sea cucumber sellers response

Last week, the reporter several times to call the seller "Yang's father and son wild sea cucumber flagship store," a customer service phone, are no answer, yesterday afternoon, the reporter tried to call another customer service hotline number, a Mr. Yang answered the phone, and responded to Ms. Hung's complaints.

Response One: "has been signed, the merchandise again what problem, and we have nothing to do." ”

Mr. Yang said that in the purchase of goods page, they are clearly prompted consumers to "face inspection": Product acceptance, please check the quantity first, then weigh, and then use visual and tactile inspection of the integrity of goods, and finally with the smell of the freshness of the goods.

If the quantity of sea cucumber is not correct and the weight is insufficient, Ms. Hung should contact our customer service immediately. But she has signed it, indicating that there is no problem with the default product. As for how to weigh, we are not at the scene, do not know. "Now the packaging has been demolished, half of the sea cucumber has been foaming, the component problem has become" no solution.

Mr Yang said that they would certainly not give customers short, "the product sold at least 1000, but apart from Ms Hung, we have not received any complaints from other consumers." ”

Response Two: "Our packaging is through the technical Supervision department, the Industrial and commercial departments of the inspection." ”

Mr. Yang said that goods and gifts in a package is not suitable for the appropriate, not by the consumer or their sellers to decide, "our packaging is in line with the relevant standards, and through technical supervision departments, business sector inspection qualified." ”

According to Mr. Yang, China's industry standard for semi dry salted sea cucumber is that the water content in the products is less than 65%, and their company will control the water content in 50%-55%. Product packaging and net content of data such as the label is also in line with the relevant laws and regulations.

"Because the products used for group buying are simply packaged, there is no net content in the Outer packing box, but as long as the inside of the plastic packaging has been marked net content, it is also possible." ”

Answer three: "We are right in this matter." ”

Mr Yang said that if they were willing to pay for their faults, they were not at fault and there was no reason to make amends.

"If we are responsible for this transaction, the responsibility lies in failing to make it clear to consumers that the relevant expertise and" industry standards "of sea cucumber have led to misunderstandings about packaging and weighing. Mr Yang said that this is in itself a very simple matter, there is no need to make such a complex, consumers to be serious, there must be reasonable and practical evidence.

Peer sellers have different practices

Does the sea cucumber bought by Ms. Hung have any problem with such packing?

Reporter consulted another online sale of sea cucumber products sellers, customer service staff Mr. Zhang said, considering the product in the logistics may be lost, in general, they put into the bag in the actual content will be more than the net content of more than a few, 50g of sea cucumber as an example, the general will be called 3g. According to their company's regulations, the component error can not exceed ±0.5g.

"Because the gifts and sales of products are often matched up later, so generally are separately installed." Mr. Zhang said.

Subsequently, the reporter also consulted the consumer associations, Hangzhou city, the relevant person in charge of Xiacheng District Consumers Association said, under normal circumstances, whether it is seafood or other goods, sales and gifts should be differentiated clearly, can not be confused, "buy is to buy, send is sent." ”

In addition, sellers in the merchandise sales page of the expression "6 only 8", "Net content 50g (4-6)", "add 6g-8g about two salted small sea cucumber" on the quantity, the component description is more vague broad, the Consumer Association department head also thinks the defect: "A few is a few, how can be a range?" Businesses should give consumers more specific information. ”

Reporter's Notes:

Can make 150 phone calls to complain about the business, such consumers, is not some near madness?

The reporter initially did not dare to believe that there is such a "serious" person, but after listening to Ms. Hung told the whole after, especially after the exchange with the merchant, then understand her this "persistent."

Why would you call 150? If the 1th call, even after the 10th call, the complaint has been properly handled, Mrs Hung will continue to "entanglement"? Reporters have repeatedly contacted shop No. 1th, but the other party promised "tomorrow", "Two days later" to give a reply, there is no below. See other online users reflected in shop No. 1th encountered problems, complaints customer service also did not result in the situation, had to shop 1th complaints mechanism to ask questions.

And that sea cucumber sellers customer service response also frequency out of "amazing" language: "99 yuan to buy 6 wild sea cucumber, you feel loss?" "We are not wrong, you call 150 phone call us, is not menopause ah?" "You have signed for it, the goods again what problem, and we have no relationship." ”...... These words sounded so harsh to the third party that consumers must have been more angry.

Mrs Hung's other complaint against the merchant was "poor service attitude", but the seller's response was that the attitude was good or bad, and that everyone had a subjective judgment and there was nothing to say. However, if only the product quality, but not the service business, how far can it go?

Daily business newspaper reporter Chen Yili cartography Chen Yu