Big news for Xiaohongshu! Slow delivery, suspected fakes, no way to return, Xiaohongshu flooded with complaints
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Recently, the "China E-Commerce Complaint and Rights Protection Public Service Platform" (www.100ec.cn/zt/315/) hosted by the China E-Commerce Research Center has received complaints from many users about " Little Red Book " stating that they have no way to return goods, cannot get a refund, and suspect they bought fakes. To this end, the China E-Commerce Complaints Research Center has specially released a special topic titled "Difficulties in Returning Goods, Frequent Troubles over Genuine and Fake Goods, Focusing on the Five Major "Criticism" Issues of "Little Red Book"", which focuses in depth on the various problems existing in "Little Red Book". The following are some typical cases of complaints sent to us by "Little Red Book" users from all over the country: Case 1: User complained about "Little Red Book" and could not return the product. Ms. Zhao is a Little Red Book user, order number: 48034226735581300. I bought a coach bag worth 1,980 yuan on November 28. The leather and strap were described as soft, but the product was hard when I received it. Because it did not match the description, I submitted a return application on December 5. More than 10 days have passed since then, and Captain Shu of Xiaohongshu has given me the same old reply. The time has been delayed three times and he still asked me to be patient. It's not that I don't want to wait or I don't have patience, but I simply don't see any hope of a solution. Because I was told that the latest reply (this is the third time) would be before the 13th, but there was no reply on the 13th. I asked Captain Shu again, and he still said that it had been expedited and asked me to be patient. I didn't see any phone call or any serious reply, and I was very nervous. I strongly demanded a return according to the Consumer Protection Law. Case 2: "Little Red Book" was complained about product quality issues. Mr. Shi is a Xiaohongshu user, order number: 48162742358513253. The milk powder packaging bag that was sent to me was damaged. I contacted customer service, but they kept making excuses and refused to resolve the issue. Case 3: User claims that "Xiaohongshu" does not acknowledge the selling price and refuses returns. Ms. Qin is a Xiaohongshu user, order number: 48004426279610223. I bought the Italian Glysolid hand cream on Xiaohongshu some time ago. Because someone else brought it back from Italy but didn't finish it, I didn't open it after it arrived. It was not until recently that I found that it was completely different from the one I brought back from Italy. The cream is thin and not well absorbed. It can be clearly seen from Figure 1 that the texture of the cream is completely different (the one on the right is the genuine product, with silk texture, and the one on Xiaohongshu is a fake). When I contacted the customer service, they kept playing Tai Chi, insisting that it was the real thing and saying that there were slight differences due to batch time or something. But this is definitely not a small difference, it is not the same product at all. After I expressed that I could not accept such an explanation, the customer service said that a specialist would contact me within three days. So I waited. On the third day, Xiaohongshu called me, but only asked for a photo of the product barcode. After I sent it to the customer service online, they said that a specialist would contact me in three days. I think it would be better to just ask for the barcode online earlier. Why must I wait three days and then call to ask for it? Three days after three days, it feels like I am just wasting time. I waited patiently for another five days. Case 4: “Xiaohongshu” was complained about for not giving a refund. Ms. Dai is a Xiaohongshu user, order numbers: 48294133243484378; 48294151924353410. The order was placed at 0:11 in the morning and a refund was requested at 11:00 in the morning. Customer service told me that the refund was not possible. The couriers were all picked up in the afternoon. Besides, it was only three hours after the working hours. It was impossible to complete the packaging of the goods. How could it be possible? The courier had already been sent out, but customer service told me that the order could not be intercepted and a refund could not be made. Now I want a refund. Case 5: User claims that "Xiaohongshu" is suspected of selling counterfeit goods. Ms. Ruan is a Xiaohongshu user, order number: 48033840266952686, 48014927016238395. I bought a bottle of Bio Island seaweed DHA on 2016.11.28 and two bottles of Bio Island liquid calcium on 2016.11.26 on Xiaohongshu. Today, I finished the original DHA and opened the new bottle I bought on Xiaohongshu. Because DHA capsules need to be bitten open and squeezed out, I felt something was wrong when I bit it open. The genuine ones have a very soft and tough outer skin, and this one is very hard to bite. Then when I squeezed it, I found that the outer skin was even harder and it was very difficult to squeeze it out. I compared the outer packaging again and found many subtle differences. I confirmed that it was a fake. The two bottles of calcium have not been opened yet, and the outer packaging is different when compared. I now request a return of all three bottles! Case 6: Order canceled and money not refunded "Little Red Book" received complaints Ms. Xu said that on November 27, she placed an order on Little Red Book to purchase goods worth 268 yuan, with order number 48022453127861092. The order was cancelled on the same day, and there was no refund for the Za quarantine priced at 54. I contacted customer service and they promised to refund the money within 3 to 5 working days. It has been 8 days and they still haven't refunded the money. The customer service did not resolve the issue and I don't know where the money is. On November 30, I bought something on Xiaohongshu again. The order number was 4851015258979515, with a total price of 225 yuan, including 146 yuan for the Za isolation kit. The order was canceled again and the money was not refunded. Xiaohongshu's extremely bad behavior and deception of consumers have seriously affected my life and caused great financial and mental losses to me. I must get my money back. Case 7: User complaints about "Little Red Book" missing goods, but the complaint was not resolved. Ms. Shi said that she bought a Hao Lechi toothpaste set on Little Red Book on November 28, including 3 toothpastes and 1 bottle of mouthwash, with order number 48027082923770724. The logistics shows that it was signed for by "Wang" at 1:12 pm on December 1st, but the person's surname is "Shi" and the reserved information is also his name. Because I was on leave that day, I unpacked the goods the next day, December 2nd, in the morning. I did not notice the missing problem at that time. On the evening of December 3rd, I discovered that the store had missed a bottle of mouthwash. Since it was already evening when I discovered the problem, I reported it to the e-commerce company through the APP at 10:06 am on December 4, but the e-commerce company said that it would no longer accept the case and would no longer resolve the issue. The e-commerce company also did not have a customer service phone number, so I could not communicate over the phone. The final result is that I need to bear the problem of missing goods myself, and the e-commerce company collects fees but does not send the goods. After receiving the user's complaint, our staff immediately handed the complaint over to Xiaohongshu for processing. As of press time, we have not received any feedback from the website. Xiaohongshu (27.0%), NetEase Kaola (11.9%), Fengqu Overseas Shopping (7.5%), Xiji.com (6.8%), Bingfan Overseas Shopping (6.4%), Ymatou (6.3%), Baby Grid (6.2%), JD Global Shopping (4.2%), Amazon Global Shopping (3.7%) and Darling (2.5%) were the “top ten most complained cross-border import e-commerce platforms” after “Double 11” and “Black Friday” in 2016. Among the "top ten most complained cross-border import e-commerce platforms", 60% of the complaints increased compared with the same period last year. Complaints about Xiaohongshu, NetEase Kaola, Xiji.com, Bingfan Haitao, Yangmatou, and Baby Grid increased compared with last year, among which Xiaohongshu had the fastest growth rate of 1,300%, followed by Yangmatou at 600%. Mobile application product promotion service: APP promotion service Qinggua Media advertising This article was compiled and published by @China E-Commerce Network Du You (Qinggua Media). Please indicate the author information and source when reprinting! |
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