Picture provided by the interviewee
The order provided by Ms. Yao shows that she purchased a 128G starlight color Apple iPhone 13 at the Apple product JD.com self-operated flagship store on June 16, with an actual payment of 5,399 yuan. After receiving the goods, apply for a refund. At 1:00 pm on June 19, Jingdong Express will arrange door-to-door pickup. On the afternoon of June 20, the collection task was assigned to several different couriers multiple times. At 8 a.m. on June 21, it showed that JD Express had collected the express. At about 10 a.m. on June 25, the after-sales handover and unpacking of JD’s spare parts warehouse. received.
The sender claimed that he had been urging Jingdong customer service for more than half a month, but the other party repeatedly said that he would not throw away
"The money for the other items I returned together has been refunded to me, but the refund for the mobile phone has not been received." Ms. Yao She said that she started to contact JD customer service on June 22 and asked why it had not been processed. The customer service said that it would handle the review as soon as possible. On June 23, Ms. Yao contacted customer service. The customer service said that the pickup had been successful and it was expected to arrive at JD.com’s after-sales department on June 26. Ms. Yao mentioned that the goods had been parked at the site and she was worried that they would be lost. In this regard, the customer service said that it would not be possible, because the express delivery would be slower after the big promotion, and asked Ms. Yao to understand.
html At around 11pm on June 23, Ms. Yao consulted again. The customer service said that they would follow up with the site to arrange the return as soon as possible, and the logistics would be responsible for the lost items. html On June 25, Ms. Yao asked again about the return process. The customer service said that the goods had been received at about 10 a.m. that day. html June 26, the return has not been processed yet. Ms. Yao contacted customer service again, and the customer service said that the after-sales handover was successful on June 25, and the return is expected to be completed in 3-7 days. html At noon on June 28, customer service still said that the refund would be completed immediately, and the refund would usually be completed within 7 days. At 11:40 that night, Ms. Yao pressed again. The customer service replied that the thing received after the sale was not a mobile phone. It had been reported and the logistics company had to verify the situation. After verification, it was returned to the after-sales service before a refund could be given to Ms. Yao.
"I was very angry. I kept asking, and the more I waited every day, the more flustered I became. I pushed many times before I said it was lost." Ms. Yao asked for an explanation.
Jingdong customer service: It is suspected that the order form was posted incorrectly, and what I received was washing machine tank cleaning agent
html. On June 30, the JD.com specialist responded that the product site had been returned, and it was suspected that the order form was posted incorrectly. Ms. Yao was clearly informed that her mobile phone was still there, and after the return, We will check and process the refund as soon as possible. On July 1, customer service said that after receiving the washing machine tank cleaning agent, the account was inconsistent with , and they would contact the site to handle it. On July 5, Ms. Yao filed a complaint against the courier and the site that came to pick up the goods. Customer service said that the after-sales service was still being processed. html At about 11 a.m. on July 7, the reporter contacted JD.com’s digital customer service and asked about Ms. Yao’s loss of mobile phone and the inability to get a refund. The staff said that the issue had been reported to relevant personnel for processing and would reply to Ms. Yao before 12 noon that day. . Subsequently, the reporter contacted the specialist handling the matter. She said that it was currently being verified and processed and a reply would be given before 7 pm on July 8."For customers who return goods, our couriers will usually check whether the items sent are correct when they come to the door." JD staff said that after Ms. Yao's goods were sent back, it currently showed that the washing machine tank cleaning agent was not a mobile phone. "There are results I will definitely reply to the customer.”
Huashang All Media Reporter: She Xin#头头help#
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