Recently, a consumer in Shanghai spent more than 10,000 yuan to buy a down jacket at the " Canada Goose " offline store. As a result, the clothing had problems such as wrong trademark embroidery and rough stitching. However, the consumer was asking the merchant for help. When trying to protect my rights and return the goods, I encountered obstacles at every turn because of the sentence in the "Replacement Terms" that "all goods sold in stores in mainland China are not allowed to be returned."
There are many problems with wrong trademark embroidery. Canada Goose stores in mainland China claim that "only exchanges are not returned". In a community in Shanghai, the reporter met the consumer Ms. Jia. She told the reporter that on October 27, she was in the Shanghai International Financial Center shopping mall. At the "Canada Goose" store on the basement floor, I purchased a down jacket model 9512M for 11,400 yuan. When she got home and took apart the clothes, she smelled a pungent smell. She felt something was wrong. Then she carefully inspected the clothes and discovered more unexpected quality problems.
So Ms. Jia found the Canada Goose store, and the relevant person in charge refused her return request on the grounds that Ms. Jia had signed a replacement clause. However, Ms. Jia told reporters that at the time of purchase, the replacement clause contract was signed only after the payment was completed. Her complaint to 12315 was also rejected, saying that the merchant refused to mediate. After returning or exchanging the goods at the
store to no avail, Ms. Jia began to communicate with the Canada Goose official via email. The other party said that they needed to be authenticated before they could return the goods. She first sent 50 pictures of clothing problems to the Canada Goose official testing center using a Chinese email address. The reply she received was that the items could not be authenticated through the pictures, so she changed to a foreign email address. This time, the other party said they could help with the authentication. , and gave a link, but when Ms. Jia filled out the form, she found that China was not within the scope of certification.
Then the reporter went to the Canada Goose store in Shanghai International Financial Center. There were still some customers in the store. The reporter picked a Canada Goose down jacket and found that there were obvious threads on the Velcro, but the clerk said this was a normal phenomenon. When the reporter asked whether the product could be returned or exchanged, the store clerk said that offline purchases cannot be returned. If there are quality problems, they can only be exchanged for the same model.
Canada Goose emergency statement: Returns and refunds can be made at stores in mainland China. As the incident unfolded, just this morning, Canada Goose issued a statement stating that products sold in stores in mainland China can be returned and exchanged. The Shanghai Consumer Protection Commission interviewed Canada today For Goose Company, regarding its "30-day no-reason return" policy on its global official website, the person in charge involved in the interview said that Canada Goose does not implement this policy in mainland China.
The Shanghai Consumer Protection Commission interviewed Canada Goose attendees who were “unable to answer questions”. At noon on December 1, Canada Goose issued a return and exchange policy statement on its official Weibo, stating that the "Replacement Terms" of Canada Goose specialty stores in mainland China The meaning of Article 1 is: All products sold in specialty stores in mainland China can be returned and refunded provided they comply with relevant legal provisions. The reporter immediately went to the Canada Goose office. After waiting for half an hour, the other party said that the relevant person in charge was not available and could not be interviewed.
On the morning of December 1, the Shanghai Consumer Protection Commission interviewed relevant personnel from the Shanghai office of Canada Goose. The other party sent a lawyer, store manager and other three people to attend the interview. However, the participants expressed that they did not understand the specific meaning of the "replacement clause" signed between consumers and specialty stores.
Tang Jiansheng, deputy secretary-general of the Shanghai Consumer Protection Commission: What the participants said cannot represent the official statement of Canada Goose. Therefore, we ask it to provide some accurate meanings of relevant terms as well as matching relevant terms as soon as possible. The operation path and process shall be explained to the Consumer Protection Committee and to consumers.
The Shanghai Consumer Protection Commission requires Canada Goose to submit a formal explanation of the "Replacement Terms" before noon on December 2. In addition, during the interview, the Shanghai Consumer Protection Commission asked whether the return and exchange terms of Canada Goose stores outside mainland China are consistent with the In line with mainland China, Canada Goose participants said they did not know.Tang Jiansheng, deputy secretary-general of the Shanghai Consumer Protection Commission: The Shanghai Consumer Protection Commission believes that we welcome any multinational company entering the Chinese consumer market, but we hope that it can consciously abide by our laws and regulations and some of our business practices. , can give consumers a fair and reasonable treatment. The terms of the contract are unclear and Canada Goose’s return process is layered with obstacles. Faced with the controversy caused by the inability to return goods, how does Canada Goose respond to consumers’ demand for returns after the emergency declaration? CCTV financial reporters also subsequently visited Canada Goose’s Beijing store. On the morning of December 1, the reporter came to the Jia Da Goose sales store in Beijing SKP Shopping Center and asked the sales staff that he wanted to return or exchange the goods due to product quality issues.
store sales staff said that when customers purchase goods in the store, the sales staff will show the customer a "Replacement Terms". If the customer chooses to purchase the goods, he or she agrees to this term by default.
On the official website of Canada Goose, a reporter saw the extended return policy announced by it. “Any product purchased on or after November 8, 2021, can be returned to any store before January 10, 2022, and the same applies to online orders. Applicable. Products purchased thereafter will also be subject to a 30-day return policy. The online flagship store in mainland China states, “When the corresponding conditions are met, consumers can apply for a 17-day return without reason.” "The reporter saw that the complaints about Canada Goose on the Black Cat platform mainly focused on product quality and product returns and exchanges.
Legal experts told reporters that if consumers request the return of goods that have been deemed unqualified by the relevant administrative departments in accordance with the law, Operators should be responsible for returns. If there are obvious quality problems that affect the use, you can go to the store directly to request a refund. To make up for the shortcomings, Canada Goose continues to "increase investment in the Chinese market." In fact, over-reliance on wholesale has always been a shortcoming of Canada Goose. For this reason, Canada Goose has been continuously expanding the scale of directly-operated stores in the global market, and Canada Goose has focused on the Chinese market in recent years.
It is reported that since Canada Goose opened its first store in China at the end of 2018, it currently has 20 stores in the Chinese market. This number has greatly exceeded Canada Goose's 9 stores in Canada and 5 in the United States. Number of stores. The company’s financial report for the second fiscal quarter of fiscal year 2022 showed that wholesale revenue accounted for 63% of Canada Goose’s total revenue in the second fiscal quarter. Revenue increased by 33.8% year-on-year; while direct channel sales in mainland China increased by 85.9% year-on-year.
Canada Goose's performance in the first quarter of fiscal year 2022 also benefited greatly from the Chinese market. , Europe, the Middle East and Africa have all achieved triple-digit growth, and the Chinese market has become its main growth engine, with direct retail sales soaring 188% year-on-year. In fact, as early as last year during the epidemic, Canada Goose's global sales were high. When other markets encounter "Waterloo", the Chinese market has become its "life-sustaining" elixir. Before the peak winter sales season last year, Canada Goose stated in its second quarter financial report that the Chinese market had resumed growth. and And its retail sales in China have achieved a 30% increase. While enjoying the dividends of the Chinese market,
treats mainland China and the international market with "double standards". Not only does the return deadline differ by three weeks, but there are also quality issues reported. All options exclude China. As an internationally renowned brand, Canada Goose tastes too disgraceful and refuses to accept returns at the same time. Who gave Canada Goose the confidence to be so arrogant? When there are quality problems with products, consumers have the right to make requests for repairs, replacements, returns, etc. This is the legitimate rights granted to consumers by Chinese law, and it is also the bottom line for all brands to face consumers, no matter how good the brand is, it cannot put consumers down. The rights and interests of consumers are trampled under their feet, and consumers’ legitimate demands are obstructed at all levels. If we do not show sincerity in solving the problem, continue to ignore Chinese laws and disrespect Chinese consumers, Canada Goose will also be abandoned by consumers.
Source ：CCTV Finance
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