montblanc watches cannot be returned if they are not tried on or the plastic seal is not removed after purchase? the two parties reached a settlement after the intervention of the paper
2024-09-06
한어Русский языкEnglishFrançaisIndonesianSanskrit日本語DeutschPortuguêsΕλληνικάespañolItalianoSuomalainenLatina
recently, ms. sun, a consumer from chengdu, sichuan, reported to the paper's public interactive platform "service pai" (https://tousu.thepaper.cn) that on july 31, she bought a brown leather strap watch worth 13,000 yuan from the "montblanc official flagship store" on taobao. after receiving the goods on august 6, she found that the appearance of the watch did not meet her expectations, so she contacted the merchant to return the watch.
ms. sun said that on august 14, the customer service of the "montblanc official flagship store" contacted her and said that there were defects on the side and back of the dial and it did not meet the return criteria. ms. sun was confused, "i didn't try the watch on" and "the plastic film of the watch was never opened from the beginning to the end, why would it cause defects?"
on august 27, the paper contacted the official montblanc service hotline. on september 5, the reporter learned from ms. sun that montblanc personnel had communicated with her over the phone and the two sides had reached a settlement.
screenshot of ms. sun's order
consumer complaints:
ms. sun said that on july 31, she bought a brown leather strap watch from the "montblanc official flagship store" on taobao and intended to give it to her sister. however, after receiving the goods, her sister felt that it was not suitable, so she contacted the flagship store to return the goods and filmed a video as required by the customer service.
after the return application was approved, the flagship store contacted the cooperative sf express to pick up the item, but an accident happened. ms. sun said that on august 14, the flagship store customer service said that there were defects on the side and back of the watch sent back, which did not meet the return standards, so the return and refund could not be processed.
afterwards, ms. sun quickly contacted taobao's official customer service to report the incident, saying that she hoped to see the merchant's delivery video to confirm whether the product had any scratches before delivery. however, taobao's customer service informed her that they had contacted the flagship store many times to request the video, but the store said that it involved internal privacy and that the video could only be provided to taobao for review, not to consumers. taobao would promptly inform consumers of the review results.
on august 23, taobao customer service informed ms. sun that after verification, based on the delivery video provided by the flagship store, the goods shipped did not have any scratches and therefore could not be returned or refunded.
"i haven't tried the watch on, and the plastic film on the dial has not been removed, so why would there be defects? why can montblanc's delivery video be provided to taobao but not to consumers? finally, they want me to pay for it without knowing the whole story." said ms. sun.
montblanc customer service said the watch i sent back was defective
merchant response:
regarding this dispute, the paper called montblanc's official service hotline on august 27. the staff said they would contact taobao's "montblanc official flagship store" to verify and handle the matter.
on august 28, a relevant staff member of montblanc responded to the paper that the flagship store has strict quality inspection procedures for the shipment of goods and the receipt of returns, and will take photos and videos throughout the process. "but these are internal documents, and whether they can be provided to consumers requires internal confirmation."
on august 30, the aforementioned staff member stated that they were currently discussing solutions internally and would have a new round of communication with consumers as soon as possible, but the warehouse delivery video could not be provided directly to consumers.
on september 5, the paper learned from ms. sun that montblanc’s relevant personnel had contacted her and had further discussions on her demands. the two parties have reached a settlement. ms. sun said that she had signed a relevant agreement with montblanc and would not disclose the specific solution.
the paper reporter wu qi and intern ji qianwen
(this article is from the paper. for more original information, please download the "the paper" app)
