Mistreated Door GUCCI Is Suspected Of Selling Old Products.

Not long ago, GUCCI (Gucci) was hit by "abuse door" because of being accused of abusing employees and arrears of overtime pay.

Today, the "abuse gate" is not yet smooth. Recently, an exclusive information shows that Gucci has sold products for two times in the process of selling goods in China. "Gucci will sell the defective products that consumers want to return, and then sell them to consumers as new products in stores." Xu Rong, who is very familiar with Gucci's operation mode, has revealed that such an example is not rare inside Gucci.

In response, Gucci said it could not accept it. Mr. Huang, director of Gucci's China Communications Department, told reporters: "Gucci is unlikely to sell second-hand goods. Besides, some of Gucci's products are old fashioned, which may lead to misunderstanding." He also stressed that he hoped to communicate with consumers in a timely manner.

However, the material obtained by reporters shows that the responsible person of Gucci has indeed instructed many times to sell the goods returned by customers for the two time. Zhang Tao, a lawyer of the law firm of salary appraisal, believes that there are two sales products that are true and do not inform consumers, and their actions are suspected of fraud.

Gucci's two sales suspicion

The reporter found the clue in a piece of information from Gucci.

Statistics show that a customer bought a leather bag of ten thousand yuan and found that the handle of the product was decolorizing and demanded to be replaced. After taking a picture of the product, the Gucci customer asked the customer to take the product home and wait for the news. The store's maintenance personnel spanmitted the photos to the customer service center in Shanghai, and told them that the customers strongly demanded the return.

4 days later, the customer service sent out to the store maintenance staff that they asked: "what is the quality of the product? Can you do two sales after the repair?"

1 days later, the store maintenance staff replied, "this product is new in addition to handle decolorization, and can be sold two times after maintenance." 5 days later, the customer service department told the staff responsible for the maintenance of the store that this phenomenon was a product quality problem and asked the maintenance staff to ask the director of operations whether he agreed to replace it.

At this point, the customer service staff finally made "instructions", "if I agree to replace the goods, I will ask Italy to order accessories, and then continue to repair the accessories to make the two sale."

"After approval by the director of spanportation, the product with Gucci's quality problems will be sold in the form of a new product after being repaired and mixed into the store's unsold products." Xu Rong said that during the subsequent sales process, Gucci would not disclose any information that the product was used and repaired.

It has been revealed that for the two sale process, except for customer service, maintenance personnel, store manager, operation manager and operation director, other departments are not aware of the situation.

Xu Rong told reporters that during the operation of Gucci China, customer service will first ask "can you do two sales?" first, customer service will be asked routinely, which has become an essential procedure in Gucci.

However, reporters and a number of Gucci store salesmen asked about the situation. The salesmen were very consistent in saying, "the company will not sell products for the two time", and it is difficult to say that the product is used unilaterally.

In accordance with the relevant laws and regulations, businesses should sell goods when they sell goods to consumers.

"Once a businessman appears to sell in the old way, it infringes the consumers' right to know and infringes on the fair trading rights of consumers. Therefore, the behavior of businessmen is suspected of fraud." Zhang Tao pointed out to the daily economic news.

Defects in product maintenance

In the interview, reporters also found that Gucci may have problems in the product sales link, and there may be some defects in the product maintenance link.

According to Gucci shop assistant's product maintenance, the problem product usually depends on the product's need for maintenance. If it's a general problem, it will send the goods back to the maintenance center in Shanghai. If the product is damaged more seriously, it will send the product back to the maintenance center in Italy, and the latter will take longer time. And many different stores tell reporters that the maintenance time is basically 2~5 months.

Reporters learned from Gucci's stakeholders that Gucci had previously set up a repair center in Asia in Hongkong, and then established Shanghai's maintenance center to be responsible for product maintenance in the mainland. "Products are generally sent to these two maintenance centers according to their needs for maintenance. If you send it back to Shanghai, it usually takes 2~3 months. If you send it back to Italy, it will take longer. "

However, the reporter found from the above materials that a lady's coat of Gucci needs to be repaired. Customer service, while responding to the person in charge of the store, said that it should be taken to the shop near its store for repair. The person in charge of the store also said he would take the product to the store for repair, and did not go back to the Shanghai maintenance center.

"Gucci often takes the product to a small shop on the side of the street to repair it, because it tells them that it will take a few months to send it to Shanghai or Italy for repair, so after the street store is repaired, it will put a month in the store and return it to the consumers." Xu Rong said that the real situation of sending goods to Italy for maintenance is rare.

TOMMY, director of Gucci Shanghai maintenance center, told the daily economic news that the length of maintenance is different from the extent of product damage. But it indicated that it is certain to send back to Shanghai, and whether or not to send it back to Italy depends on circumstances.

Mr. Huang, director of Gucci Communications Department, also confirmed this fact to reporters. He pointed out that Gucci product repair would be sent back to Shanghai center, and some of them would be sent to Hongkong for repair.

"Most luxury brands do not have special after-sales service centers in China." Ouyang Kun, China Representative Office of the World Luxury Association (micro-blog) (CEO), pointed out that, due to the rapid sales of domestic products, most luxury brands regard the domestic market as a pre market consumer behavior market, ignoring the importance of after-sale in brand strategy.

Sign a confidentiality agreement with a small store?

Another question is, is it possible for Gucci to outsource part of its after-sales service to the repair shop after the after-sale maintenance process?

According to Xu Rongju, "Gucci outsourcing customer after-sales service to the flagship store of Alibaba (micro-blog) leather repair Co., Ltd. (ALEEBABA), also located in Vientiane city." Public information shows that Alibaba leather repair Co., Ltd. was founded in Wenzhou in 1989, and the flagship store entered the Mixc in 2005. At present, there are only 8 stores in Shenzhen. According to the photo of Alibaba leather maintenance Co., Ltd., the website of Alibaba leather goods located in the Mixc is not large.

The reporter contacted the Vientiane store of Alibaba. A person called "shopkeeper" told reporters on the phone that Alibaba's leather products included the repair of personal and company's leather products and so on. "We do not restrict a brand, only carry out partial maintenance of leather products on the basis of product standards."

Reporters found on its official website that the brand's "self introduction" said that its maintenance products include Hermes, Chanel and other brands, "these brands are the guests themselves to maintain, and nothing to do with the brand."

However, when a reporter asked whether Gucci was doing repairs at the store, the store manager said, "we signed a confidentiality agreement with the company, and can not be disclosed at random. Our shop partners are very extensive, and the price is calculated based on the maintenance condition of the products. Maintenance items include "leather care, maintenance" and so on. At the same time, it said, "in the case of cooperation with brands, it is necessary to use parts to calculate, and then form a monthly knot, but accessories need to be provided by other brands."

Coincidentally, there is an uncle Louis repair shop near the store in China World Trade Center, Beijing, Gucci. The shop attendant told reporters in a telephone interview that the damaged leather products could be repaired in the shop. Almost any brand could do it. "We are charged by piece, and Gucci factory has also been repaired here."