Luxury Industry Urgently Needs Regulatory System

On the eve of "3 / 15 consumer rights day", the Canadian overseas Chinese, Mrs Lau, angrily told of her extraordinary experience of shopping in Guangzhou's "Hermes" store last May.

She bought a bag worth more than sixty thousand yuan. The next day, she found that the bag was zipper rough, and she suspected that she had bought a fake. So she went to the store to ask for identification and repair.

It never occurred to me that this bag traveled around Guangzhou, Shanghai and France for more than 9 months.

"It's impossible to pull a horse, it's against the pit!" said Ms. Liu.

A few days ago, Ms. Liu, who came back to visit her family, found the Yangcheng Evening News reporter, telling her about the experience of buying bags and visiting many times.

She said that the bag had seriously affected her life.

An impulse shopping made her regret.

Liu, an overseas Chinese of Canada, immigrated to Canada in 2007. During that time, she often returned to Guangzhou to visit relatives and deal with business.

In May 2014, she came to Tai Koo Hui shopping mall, where many luxury brands were gathered.

A lady's bag displayed in the window of Hermes store attracted her.

Ms Liu is also known as "brand control" of many international fashion luxury goods.

She said: "this bag is a classic of Hermes fashion, not only rare in mainland China, but also rarely in foreign countries."

She went into the shop, and the clerk took out the same bag with the same color and brown color in the window.

Ms. Liu, who was excited, did not look at the quality of the bag, so she bought the card at sixty thousand yuan.

Miss Liu did not expect this impulse to make her suffer.

At noon the next day, Ms. Liu and several good sisters were drinking tea in Beijing road. She showed the bag with great interest.

One of the good sisters, Miss Tang, found that the bag was defective. "Zipper is rough, and there are scratches on the side of the zipper".

Ms. Tang told Ms. Liu that the bag was a high imitation product, "at least there were quality problems".

"One word waken the dream man", Ms. Liu immediately called the store to negotiate.

And five days later, she came to the store with her bag.

She came to reflect the quality problems of the bags, the two is to question, suspected to buy is a fake, hope the store to make an appraisal.

A saleswoman in the shop also recognized Ms. Liu to buy a bag. She looked at the bag and admitted that there was a quality problem. She said that the store would not sell fake goods. If it needed to be identified and repaired, she could leave the bag and notify her again after a while.

Last June 28th, the store opened a maintenance document for Ms. Liu.

But who knows, since the bag back to the exclusive store, this "Hermes" will never return, so far has not returned to Ms. Liu's hands.

"Appraisal" hasn't been sent back for 9 months.

Last June, Ms. Liu called the store many times to inquire about the results. The clerk began to say "the Shanghai headquarters is being handled". Later, he replied that "the bag has been sent to Shanghai", and then said, "it has been sent to French manufacturers for identification and repair."

Ms. Liu was returning to Canada for Christmas in December last year.

Before her departure in December 8th, she once again came to Hermes store.

The clerk gave Ms. Liu a piece of good news and bad news. The good news is that "the bag is identified by the French headquarters as a real package". The bad news is, "this bag is still in France, and it will take another month or so to pick up the goods."

But Ms. Liu said that this is just what the shop owner said in an oral way. She did not see the identification certificate, and she was not sure whether the package was sent to her.

Mrs Liu said she was going back to Canada, and the store said, "you can send your bags to Canada."

At that time, Miss Liu did not agree, and said, "I need to check the goods on the spot in front of you to see if it's my original bag. If you send it to Canada, how do you check it?"

In January 28th this year, Ms. Liu returned to Guangzhou from Canada to visit her family. She remembered that the bag she had bought eight months ago had not yet been handed.

In February 2nd, she came to the store again to negotiate. The clerk seemed to be in a hurry. He inquired the computer again and again, calling in and out, asking for the right report on the left, and finally promised to get the bag in February 26th at the latest.

Seeing that the clerk was busy for a while, Ms Liu was softened and accepted the explanation of the clerk.

However, after the Spring Festival, and wait until February 27th, Miss Liu still did not receive the pick up phone from the store.

The shop owner admitted that there was something wrong.

In March 6th, the Yangcheng Evening News reporter, together with Ms Liu and her son, came to the Hermes store again.

Liu received a senior shop assistant named Chen. He said, "I thought that when you returned to Canada, we were going to send a bag from France to the Vancouver store to let you go there."

When Ms. Liu heard this, he said, "the bag has not been sent from France yet. We have made it clear before that that we should check the goods on the spot at the Guangzhou store. Now you say you want to send it to Canada from France. Is this not fooling people?"

The salesman explained, "the bag was in Shanghai three months ago. The artisans of Shanghai company said that the bag was Hermes products. At last, we sent it to France. After the identification of the French headquarters, we wrote a certificate and repaired and maintained the bag.

It was originally said that it could be sent to Guangzhou in February, but it has not yet arrived.

This period also caught up with the Spring Festival holiday, which affected the logistics.

So we have no choice. "

The reporter asked, "how long does it take you to send to France?" the clerk said, "it usually takes four to six months."

Mrs Liu's son asked the clerk for the express number, which they couldn't give.

Mrs Liu's son said: "if it's a matter of logistics, no matter who's the express, there are odd numbers to check."

The clerk said, "we are pported by Hermes logistics."

Huang Qianru, deputy store manager, came out to receive Ms. Liu. She said: "we have been actively following up this matter, and we are trying to make up for mistakes.

However, from the time you took the package to repair and identify, the service period has not yet reached nine months.

We would like to give it to you as soon as possible, but now we can only say sorry. "

Ms. Liu retorted on the spot: "what do you mean, it takes nine months for a bag to be repaired? Nine months later, the new money has become old, and who will compensate for the loss?"

"We have done something wrong," he said. "This is to be admitted."

Finally, Ms. Liu put forward two requirements, either changing the bag of the same style, or returning the bag, using the money to continue shopping or shopping.

But Huang Qianru, the two deputy manager of Cheng and Huang Qianru, did not reply after asking for instructions, but said: "we can solve this problem before the end of the year."

Ms. Liu is preparing to go back to Canada in a few days, so she asks, "can you write a written word to ensure that the problem will be solved before the end of March?" but the two deputy shopkeeper said, "can not write!"

Consumers: "want to get a minimum respect".

Leaving the store, Ms. Liu said, "I want to recover not only a bag, but also a minimum of respect.

As a consumer, it costs a lot of money to buy a handbag, and there is a quality problem in a few days, and the problem has not been solved for nearly a year, and after sale service is completely unprotected.

She said she felt a great deal of harm.

Mrs Liu's son believes that Hermes is a typical "shop bully" behavior, not the general customers in the eyes.

He said, nine months ago, Hermes did not help customers solve problems, the commitment to customers has not been fulfilled many times, the efficiency of the problem and inconsistent behavior before and after the words, really "pit dad", people have to doubt whether the after-sales service of Hermes can match its high price.

In fact, in the Chinese market, many international top luxury brands have similar after-sales service problems.

Ms. Tang of Guangzhou once bought a pair of luxury brand glasses. After finding the quality problems, it took four months to repair them.

Because the luxury market is still a minority group, plus merchants' aggressive attitude, Chinese consumers often fail to get the proper solution and compensation if they encounter such problems.

Ma ya, vice chairman of the Guangdong Provincial Federation of industry and Commerce and member of the CPPCC National Committee, said that some foreign luxury brands carry out two standards at home and abroad.

In some countries and regions in Europe and America, the "no reason to return" system has long been established as a commercial rule.

If consumers do not like it after shopping, the goods can be returned unconditionally within a certain period of time under the premise that the goods are intact.

This service does not exist in luxury stores in China.

Some luxury brands occupy the Chinese market, but do not provide corresponding after-sales service, and some brands even exist "regional discrimination".

For example, the purchase in foreign countries in the domestic do not give maintenance.

Moreover, they do not have special maintenance institutions in mainland China, and do not provide any product cleaning and maintenance services.

Consumers can only wash and maintain at their own expense after purchase, which is very expensive.

Maya also pointed out that there is no possibility of selling fake goods in luxury stores in China and abroad. There are very few individual salesmen selling fake products with "leopard cat for the Prince", as well as individual luxury dealers selling fake products.

Many Chinese consumers are buying luxury goods for the first time and lack the ability to distinguish between true and false, old and new.

When they suspect that they have bought a fake, they are faced with the problem of not finding authoritative bodies.

"It is difficult to identify and make claims more difficult, and it also encourages the selling of illegal businesses."

Many consumers pointed out that the relevant departments do not have unified supervision and uniform standards for the luxury goods industry, resulting in many gaps in the sale of luxury goods, resulting in difficulties for consumers to safeguard their rights.

Maya suggested that the relevant departments should speed up the establishment of a regulatory system, while establishing a smooth complaint channel to allow consumers to "complain".