Big Customers In Big Clothes Shop, How Long Will You Be Capricious?

"3. 15" has passed, consumer rights are still fermented.

Reporter investigation found that, by this newspaper and "3. 15" party exposure in China products frequent quality problems H&M, ZARA,

EA and many other international brands did not take the same batch of shelves and recall measures in time for the problem products, and many brands did not make a commitment to improve the quality.

Faced with the huge Chinese market, these big cards are too "capricious".

H&M: no recall, no shelf, no commitment.

"The store did not get any products off the shelves."

Reporters recently interviewed H&M Xidan Joy City store, the store manager said that the group said the shop manager had no right to accept media interviews, and suggested that reporters log on to the official website to consult customer service personnel, and the reporter then contacted.

Online customer service personnel, and how to deal with the exposure, whether there is no product shelves, whether there is a recall plan and commitment to improve and other issues expressed concern, customer service staff said they need to wait for the company's media response.

Up to now, the reporter has not received the response from H&M group.

Reporters then visited H&M Xidan Joy City store, a shop assistant said, as long as within 30 days to carry goods purchased, tag and its shopping ticket can be returned.

However, due to the characteristics of the limited price of the fast fashion industry, some of the usual requirements for normal return may not be properly handled. "The goods are updated very quickly, for example, the down jacket sold last month would like to be replaced now."

In response to the exposure of the "3. 15" evening party, the shop assistant said that the store did not take any products off the shelves, nor did the clerk respond to the commitment to improve the quality of the products. He also rejected the request of the Beijing Commercial Daily reporter to further interview the store manager.

ZARA: no recall, no shelf, no commitment.

Common quality problems are common.

The reporter visited the ZARA Wangfujing store. The store manager said that the sale of goods follows the principle of 30 days' return, and if there are special commodities that may cause adverse effects on the health and safety of consumers, special departments will be responsible for testing and handling them.

As for the exposure, the store manager said that there was no commodity to go off the shelves and said, "the general quality problems like down feather down and sweater pilling are common."

Beijing Business Daily reporter learned that stores did not aim at the "3. 15" quality exposure incident to consumers to take special measures to deal with.

Armani: no recall, no shelf, no commitment

"No instructions, no answer."

Luxury brand Armani Emporio Armani is also on the list. The reporter visited Emporio Armani Sanlitun Taigu Li store.

The store manager said that the manager was not there and could not reply.

As for the issue of merchandise disposal and return, the director said that the store did not receive any instructions or opinions from Armani group about the incident, and therefore could not reply. At the same time, it was unable to provide contact information for the store manager and the relevant departments of the company.

Meanwhile, the Beijing Commercial Daily reporter has been unable to connect the customer service telephone by calling the official website of the official shopping website. The mail sent by the mail system of the website has not received any reply before the press release, 400.

GAP: destroyed, not installed, committed

"Termination of cooperation with the third party producers involved"

Yesterday morning, when the reporter visited the GAP grass store, the store manager said he would get in touch with the relevant departments of the group and give a reply.

In the afternoon, the reporter received the reply from GAP group customer service and media department about the reply to the interview and the "Declaration on the quality of imported garments imported by the national inspection and quarantine institution in 2014".

The statement said that the company would take immediate steps to deal with any product quality problems.

In view of whether the products involved in quality problems are taken off shelves, recall measures and improve the quality of products, the group said: "as a result of the quarantine done during the import of garments in 2014, the defective products were destroyed in full, and the import was stopped immediately. Therefore, there was no problem of returning goods without being sold on the shelves or sold at home.

"Regarding commitment to improve the quality of products, it means that it will terminate cooperation with the third party that has production quality problems, and arrange laboratory personnel to enter the factory for inspection in the production cycle to reduce the occurrence of quality problems."

Expert Perspective

Big bully shops are afraid of being abandoned.

Zhou Ting, President of the Institute of wealth and quality, has a recall mechanism for the same batch of substandard products in many manufacturing industries.

Luxury brands also support unconditional return in Hongkong. It is easier to return them in stores in Europe and America. Sometimes, they do not even need to produce the shopping vouchers.

At present, many luxury brands' after-sales service in China does not conform to the corresponding standards of the state's protection of consumers' rights and interests. Luxury brands also believe that the Chinese people do not understand the international luxury service market if the information is closed.

"Tolerance psychology" condoned brand

Enterprise brand consultant and brand strategy expert Li Guangdou: ZARA is now the world's most famous fast consumer.

Its product positioning is cheap and targeted at mass consumption.

When the brand is strong enough, he will think that negative exposure will not shake its market position at all.

Another problem is that the quality problems of these exposed garments are "painless" for some young consumers.

When these young consumers spend more than 100 yuan on buying a dress, they may only wear one or two times, they will not care too much about the quality of the clothes that may exist.

At the same time, under the environment that China's fake products and quality are generally not high, consumers have already had "tolerance psychology". They coexist relatively quietly with forgery, pollution and low quality. They are not sensitive to some quality problems, and also condoned the brand behavior to a certain extent.