Dangdang Service has a variety of deficiencies, fear of reducing competitiveness

Dangdang as a large domestic e-commerce enterprise, the service has a variety of deficiencies, seriously affecting the user's shopping experience. And do not keep good faith, repeatedly deceive consumers. If not to improve, that Dangdang will completely lose trust, the original loyal users will slowly lose, and in the future fierce competition also difficult to occupy a place.

"It Business News Network"

(reporter Murian) March 14 News, Tomorrow is 3 15. This date is not for exposure, not for the show, but for the legitimate rights and interests of consumers to be protected, in order to allow enterprises to go farther, healthier. In recent years, the new E-commerce enterprises began to take the traditional enterprise, the quality of service deteriorated. In the future, we will die. Therefore, the enterprise should put the user experience and service in the first place, always remember "consumer is God". "It Business News Network" in this "3?15" International consumer Rights Day activities, will be combined with the current consumer electronics complaints hot spots all over the consumer complaints, and strive to truly solve the problem of customer complaints, and effectively protect consumer rights and interests.

In the online shopping series, today we choose the relevant case of Dangdang.

Dangdang Service difference repeatedly to cancel the order event

Dangdang Introduction:

Dangdang is Beijing Dangdang Information Technology Co., Ltd. operation of a Chinese shopping website to sell books, audio-visual products, both the development of small household electrical appliances, toys, network games, such as cards and other kinds of merchandise sales, headquartered in Beijing. Dangdang opened in November 1999, is currently the world's largest Chinese online book and Audio-visual Mall, for the world's Chinese readers to provide nearly more than 300,000 kinds of Chinese books and audio-visual products. December 8, 2010, Dangdang in the United States NYSE successfully listed.

Complaint cases Selected

Case one: Dangdang purchase one months did not receive the goods, without authorization to cancel the order

Netizen Tour said on January 5, 2012 in Dangdang under the 9147038391,9147163951 two orders, merchandise for mummy baby diapers, because the home is not easy to buy this commodity, this need to be used during the Chinese New Year in the home. January 6 Dangdang Not according to my order to fill out the delivery method, so call Dangdang customer service, its inform this delivery way can, let me wait. Several days later, The courier company told me that I could not send it to my address I call again when the customer service, it promised to contact with the courier company to other shipping methods, and then I repeatedly call to cross-examine orders, when the customer service said that the delivery will be sent to, after my holiday home for the new year, almost every day to check whether the goods sent to the postal service, But it has not yet been received for one months. During the helpless had to entrust others to buy elsewhere, now after the fake back found Dangdang has canceled these two orders, and I did not receive any notice. Due to the negligence of Dangdang caused my economic and spiritual loss, these days call when the customer service request equivalent compensation, Dangdang only agreed to compensate 30 yuan, I do not agree, I think Dangdang's behavior is a breach of contract, deceive consumers.

Case TWO: The order has been in the distribution, receiving no refund no door

An anonymous netizen said in the evening of January 21 in Dangdang bought a value of 279 yuan Old men's shoes (order number 4008546662), until now the order status is always in the distribution status, that is, the merchant has not shipped. During the period, I have at least three times to contact Dangdang customer service, one is the mail contact, two times is the telephone, Dangdang gave me a mail reply and two mobile phone text reply, the general meaning is: ask me to actively contact the merchant to confirm. Two SMS reply: The first time is that the merchant has been contacted, will be shipped within 24 hours, but this words failed. Because there was no shipping, I contacted the second time when, they give me the second message reply is: will contact the merchant as soon as possible.

IT Business news Network 315 complaint Platform

Dangdang as a large domestic e-commerce enterprise, the service has a variety of deficiencies, seriously affecting the user's shopping experience. And do not keep good faith, repeatedly deceive consumers. If not to improve, that Dangdang will completely lose trust, the original loyal users will slowly lose, and in the future fierce competition also difficult to occupy a place.

In addition, according to Dangdang on the phone of the merchant, I also contacted the merchant in about January 27, according to the telephone voice prompt is "Shenzhen Great Business Co., Ltd.", the other side of the reply will be shipped within 24 hours, but their commitment has not been honoured. Then I called them a few times, and they were always unanswered. Around February 10, I was really unbearable, contacted when the customer service, request to cancel the order refund. On February 11, Dangdang gave me the reply is: So the order has been in the distribution status, need to be confirmed by the merchant to refund, but the current business is still unable to contact. In other words, until now, my order is still in the receipt of goods, and can not refund the situation.

Case THREE: Dangdang has goods do not send, orders canceled

NET friend Miss Kim said February 9 in Dangdang bought 4 bottles of sea Silk Shampoo, formed 2 orders (order number 4059695188:, 4059690388), was the goods. The next day I found that the order on February 10 around 8 o'clock in the absence of my own consent was Dangdang canceled, but the 8 o'clock when the goods on the Dangdang is on sale, so I can not accept the reason for the cancellation of orders without goods. I think Dangdang is suspected of contract fraud and contract breach, requires Dangdang to bear my losses.

According to the introduction, Dangdang is the world's largest comprehensive Chinese online shopping mall, online sales of goods including Home Department stores, cosmetics, digital, home appliances, books, audio-visual, clothing and mother and child dozens of categories, more than million kinds of goods. In addition, Dangdang has been online shopping for navigation than buy treasure (boogle.cn), as a third-party platform, we will be better for the supervision of electric business enterprises.

Small Series Evaluation:

Dangdang complaints are not a few cases, the second kill unilaterally canceled orders to make its notorious. And from the above three cases, when there is no remorse.

At the end of July 2011, at the beginning of August, Dangdang has three consecutive price of the Dragon incident, 10 days Dangdang 3 times default, given the reason is "Operation error." After the incident, some consumers have taken the Dangdang to court.

August 9, 2011, Dangdang "When a good book good books 72 hours to buy children book promotional activities cancel orders refused to ship." More than 1000 consumers collective rights, demand Dangdang according to the agreed to perform the agreement. Among the first 6 consumers to defend themselves, 5 won.

Dangdang as a large domestic e-commerce enterprise, the service has a variety of deficiencies, seriously affecting the user's shopping experience. And do not keep good faith, repeatedly deceive consumers. If not to improve, that Dangdang will completely lose trust, the original loyal users will slowly lose, and in the future fierce competition also difficult to occupy a place.