In the outer packaging, I received the original goods on June 9th. Mr. Li bought a "cotton-dwelling home textile-style stellar mattress" in Jingdong Mall. After the delivery was delivered to the door, he found that it was not 麂. Leather, immediately call the Jingdong Mall after-sales customer service under the courier certificate. The other party said that he was willing to help him change, and he was asked to sign first, and then the process was exchanged. Mr. Li did, but he made a mark on the outer packaging before returning the mattress. Three days later, Jingdong Mall sent him a mattress. However, to his surprise, there was still a mark left on the mattress packaging, and the internal product lot number was exactly the same as that he sent back. Mr. Li once again called Jingdong Mall customer service, "This obvious purchase of goods and the receipt of the actual situation is equivalent to selling fake", he asked to refund 1 loss 3, Jingdong customer service let him wait for processing. After 3 working days, a staff member who claimed to be the senior customer service department of Jingdong Mall told him that the original mattress was a suede mattress, and the suede was suede. There was no problem. If he refused to accept it, he would go to the professional institution. Identification, to be accepted after acceptance. Jingdong: Actually, the velvet is a polyester fiber. Mr. Li’s complaint to the newspaper’s “Lao Luo is busy with you†interactive rights hotline, Jingdong Mall said that the original label on the website is not “European Monarch Furskin Mattress†but “ "European Monarched Suede Mattress", although it is suede, but it is really the skin or velvet of animal cockroaches, but 100% polyester fiber, this point, in the Jingdong Mall product introduction "fabric", The “Product Description†section clearly states that the material is “woolâ€. Jingdong Mall pointed out that “'麂绒' is another name for 100% polyester fiber in the industryâ€. Since the materials in the “fabric†and “product description†of the product introduction have already written the materials, they are not misleading consumers. The dispute between the two parties was caused by consumers misunderstanding the material of "wool". On the screenshot of the website sent by Jingdong Mall to the reporter, the headline of the product is indeed “European Monarchy suede mattressâ€. The “fabric†and “product description†in the product introduction are as described in the previous section of the mall, but the font is obviously better than the product. The name font is much smaller. The reporter also found that the small characters in the product introduction are not "European Monarchy suede mattresses", but "European Monarchy suede mattresses". According to the product link from Jingdong Mall, the reporter found that the price of Jingdong was 209 yuan. Consumers suspect that Jingdong changed the webpage to evade responsibility. "They should have made changes to the webpage." Mr. Li said that he had previously noticed that the "European Monarchy Furs Mattress" on the Jingdong Mall website when buying goods was in him. After the complaint, it became a "European Monarchy suede mattress". "If it is not completely changed, the product introduction will not be the 'European Monarch's skin mattress'. If it is not changed, the product 'Jingdong price' It will not change from 129.9 yuan when I purchased it to 209 yuan." Mr. Li later sent a screenshot to the reporter when he bought the goods. The headline of the product is indeed "European Monarchy Fur Case", with the market price marked on it. For the price of 1299 yuan, the price of Jingdong is 129.9 yuan. The purchase list he sent to the reporter showed that the purchase price was 129.9 yuan, and the data in the "concession" column was 1169.10 yuan. Lawyer: The merchant intends to mislead the suspected commercial fraud. Shanghai Shenjun Law Firm Zhao Xinghai pointed out that although the merchant said that he had not made any changes after receiving Mr. Li’s complaint, from the reflection of Mr. Li, his doubts have some truth; Although Jingdong Mall's online product introduction "fabric" and "product description" said that the composition is 100% polyester fiber, but the font is small, behind the big headline with a significantly larger font, it is not easy to be noticed by consumers; Although the trader said that “麂(çš®)绒†is another name for 100% polyester fiber in the industry, consumers are not necessarily aware that merchants cannot demand consumers with industry regulations, and consumers are not obligated to take on industry regulations. According to this, Zhao Xinghai believes that the merchants have misled consumers to understand the ingredients of the 麂(çš®) velvet mattress, which is suspected of commercial fraud. The consumer has the right to request the merchant to retreat according to the provisions of the Consumer Protection Law. Lose one, but there is no reason to repay one. After Jingdong Mall finally retired, the reporter informed the lawyers of the dispute and the two sides negotiated again. In the end, Jingdong Mall will treat Mr. Li’s original mattress as a gift, and promised to give Mr. Li a full refund within 2-3 working days. Mr. Li is quite satisfied with this. "This is equivalent to a refund of one." Jingdong Mall finally told reporters that the incident was caused by the supplier's operational mistakes, and apologized for the inconvenience caused to the consumers. Next, it will further strengthen the management of suppliers. (Reporter Luo Shuiyuan)
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