About 3 months ago, Ms. Zhu, a citizen of Wuhan, bought three short-sleeved T-shirts at the LV store on Jinghan Avenue in Qiaokou District, Wuhan City. One of the T-shirts was hand-washed in the water and was stained. Ms. Zhu thought that the clothes had quality problems and asked the store to return and exchange them. However, the store staff said that there was no quality problem with the clothes, and the dyeing and cross-color customers were not used properly, so they refused to return the goods. In desperation, Ms. Zhu had no choice but to ask Jimu News for help.
On the afternoon of July 30, Ms. Zhu told Jimu News that the store finally agreed to exchange the goods.
LV store on Jinghan Avenue
Clothes are washed and dyed, and the brand says "improper cleaning"
"It's also hand-washed in the water, and there is no problem with the other two clothes, but this one is dyed, isn't it a quality problem?" At about 10 o'clock in the morning on July 30, Ms. Zhu showed the three LV short-sleeved T-shirts to the Jimu News reporter. The reporter saw that the three clothes were all white as the background color, two of them had blue or black patterns, and the other was almost pure white. The dyed garment has blue trim at the neckline and cuffs. On the left shoulder, sleeve, back and other places, the light blue staining marks are clearly visible.
The short-sleeved T-shirt which is dyed and cross-colored
The reporter flipped out the label and saw that the three clothes were marked with the words "moderate dry cleaning". According to the purchase voucher presented by Ms. Zhu, the three clothes were purchased on May 1 and cost a total of 24,000 yuan, of which the price of the dyed clothes was 8,500 yuan. "At the time, the sales staff at the store didn't tell me that I couldn't wash it. If I had known that this dress could only be dry cleaned, I wouldn't have bought it at all. Ms. Zhu said that she had also bought a lot of clothes from big brands before, and short-sleeved clothes like this one worn in summer were basically hand-washed in the water, and this had never happened. Unlike thick clothes in autumn and winter, summer clothes are changed frequently, and if you take them for dry cleaning every time, it is too troublesome. Also, dry cleaning doesn't always wash away summer sweat stains completely. ”
The short-sleeved T-shirt which is dyed and cross-colored
Ms. Zhu recalled that after discovering the dyeing, she sent the garment to the store. The staff in the store said that they needed to send it to the company's headquarters for testing before they could come up with a specific solution. About a week later, she was told that the quality department of the brand's Shanghai head office replied that the product was a dry cleaning product, and the cross-staining was caused by the wrong washing method, not a product quality problem, so it could not be returned. The company also has relevant test reports to prove that the quality of the clothes is qualified. If Ms. Zhu has doubts about the quality of the product, she can take it to a third-party agency for testing.
This statement obviously did not satisfy Ms. Zhu: "Their so-called test report is only a test report of the same batch of products, not a test for this garment." In the perception of ordinary people, it is normal for this kind of summer clothes to be washed with water once a day. For such expensive clothes, since there is a special way of washing, they should be obliged to inform in advance when they sell them, and not just write them on the label. ”
The reporter intervened in the investigation, and the store agreed to exchange the goods
After about two months of waiting, Ms. Zhu saw that the brand was still unable to come up with a reasonable solution, so she had to seek help through multiple channels, and even told customers who wanted to shop at the door of the store about her experience. For this reason, the store staff also called the police.
According to Ms. Zhu's sister's recollection, on July 29, when she and Ms. Zhu came to the store to communicate, a store manager on duty that day told them that this kind of clothes did not need to be washed often, and it was enough to wash them occasionally. "The summer in Wuhan is often thirty or forty degrees, who can stand wearing clothes for a day without changing or washing?" Ms. Zhu and her sister were puzzled by this statement.
At about 11 o'clock in the morning on July 30, a Jimu News reporter accompanied Ms. Zhu to the store, and a woman surnamed Feng, who claimed to be the manager of the clothing area, came forward to receive her.
According to Manager Feng, according to the company's regulations, when the store sales staff sells clothing and other goods, they will tell customers to "wash according to the washing label". But Ms. Zhu insisted that the salesperson did not mention it. Both sides insisted on their own opinions, but neither side produced relevant evidence.
As for whether there is a quality problem with the clothes, Manager Feng said that the company has a test report for the batch of products, which can be presented to the relevant departments, but cannot be provided to individuals, and the company will not test a single piece of clothing. She also stresses that if you want to test a single piece of clothing, you need to do it in a brand new condition that has not been worn or washed. "This garment has been washed, and there may be detergent residues, which cannot be used as a basis for quality inspection."
This made Ms. Zhu puzzled: "Since it can't be used as a basis for quality inspection, why did you ask me to provide a test report in the first place?" ”
In about 1 hour of communication, Manager Feng said many times that the store has no authority to return and exchange goods, and can only feedback the customer's demands to the company. As for whether the company will agree, she doesn't know. In desperation, the reporter and Ms. Zhu had no choice but to leave.
In the afternoon of the same day, Ms. Zhu told the Jimu News reporter that not long after the reporter left, the store agreed to exchange the goods for her.
(Photo by intern Wang Zhiqiang and Xie Wanchen)
(Source: Jimu News)