The trouble of online shopping is to return the iPhone 13. After urging me many times, the customer service of the shopping platform said that it would not be lost. What is unexpected is that the customer service finally said that what was sent back was not a mobile phone, but a

Troubles of online shopping

Returns iPhone13 I have been urged many times, but the customer service of the shopping platform said they would not lose it. What is unexpected is that the customer service finally said that what was sent back was not a mobile phone, but washing machine tank cleaning agent . This matter is still being verified.

On June 16, Ms. Yao bought an Apple mobile phone through JD.com . “It didn’t feel cheap after I bought it, so I returned it without opening it.” On June 19, Ms. Yao applied for a refund, and JD Logistics arranged for door-to-door pick-up on June 20, but has not yet received a refund. “I asked many times during this period, and each time I was told that it was being verified. Finally, I was told that after unpacking it, I found that what I received was not a mobile phone, but a detergent.” "

html On July 7, a reporter from the Chinese Business News saw in Ms. Yao's order that she purchased a 128G starlight-colored 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 money for the other items I returned together has been refunded to me, but the refund for the mobile phone has never been received." Ms. Yao said that she started contacting JD customer service on June 22 to ask why it had not been processed. The customer service Said it would handle the review as soon as possible. On June 23, Ms. Yao contacted customer service, who said that the pickup had been successful and was expected to arrive at JD.com’s after-sales department on June 26. Ms. Yao pointed out that the goods had been parked at the station 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 about 11pm on June 23, Ms. Yao consulted again. The customer service said that after checking, the logistics was delayed due to a major promotion. They would follow up with the site to arrange a return as soon as possible. There was no loss. As long as the item is lost, the logistics will be responsible.

On June 25, Ms. Yao asked about the return process again. The customer service said that the goods had been received at about 10 a.m. that day.

6 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. 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. 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.

html On June 30, a JD.com specialist replied that the product had been returned to the website and it was suspected that the order had been posted incorrectly. Ms. Yao was clearly informed that her phone was still there and that the refund would be processed as soon as possible after the return. On July 1, customer service said that they received a washing machine tank cleaning agent. The account did not match , 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 o'clock in the morning on July 7, a reporter from the Huashang Daily contacted JD.com's digital customer service and asked about Ms. Yao's loss of mobile phone and the inability to refund. The staff said that the issue has been reported to relevant personnel for processing and will be reported to Yao before 12 noon that day. The lady replied. 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 Daily reporter She Xin

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