To cope with the recent sudden and drastic drop in temperature, many people from the south hurriedly went to buy down jackets. Just a few days ago, Mr. Zhu from Foshan, Guangdong, purchased a branded Adidas down jacket online.
However, upon receiving the jacket and trying it on, all the good vibes were instantly swept away! On December 10th, Mr. Zhu spent 718.6 yuan purchasing the Adidas down jacket from the official flagship store. Three days later, he received the product and immediately tried it on after unpacking.
To his surprise, Mr. Zhu felt something unusual in the pocket of the brand-new Adidas down jacket. Taking it out, he found a white flower! Attached to the back of the white flower was a white note with the words “mourning” — it was likely a funeral chest flower.
Mr. Zhu stated that he also found traces of possible wear around the chest area of the Adidas jacket. “There are two holes resembling needle punctures on the upper left side of the jacket. I estimate that someone wore this jacket (for a funeral), returned it to the merchant, and the merchant, without proper inspection, sent it directly to me.”
Regarding this shopping experience, Mr. Zhu felt extremely unlucky and mentioned that it greatly affected his mood. “I’ve bought clothes all my life, and this is the first time encountering such a situation. Sending such a piece of clothing to a consumer, is it a curse for someone in their family to die?”
After discovering these issues, Mr. Zhu immediately reported the situation to Adidas customer service. However, he was dissatisfied with their handling attitude! Mr. Zhu told reporters that customer service called him four or five times, asking him to return the product for a refund and compensation, but the company’s responsible person did not show a sincere apology.
In Mr. Zhu’s view, it’s not just about the money. He believes that the company’s leader should come forward to explain the details of the incident, how this situation occurred, and at the very least, show an attitude of acknowledging the mistake.
The reporter contacted Adidas customer service for this matter, and the phone representative stated that, after communication and negotiation, they agreed to refund the product and compensate Mr. Zhu with 500 yuan. The customer service representative mentioned that they are currently verifying the relevant information with the warehouse and will inform the consumer once there are results.
Regarding Mr. Zhu’s suspicion that the Adidas down jacket had been worn by someone else and then resold, the customer service representative denied it. On the afternoon of December 20th, the customer service manager of Adidas responded that they had contacted the consumer at least six times since the incident occurred, hoping to resolve the issue.
The customer service manager stated that as the clothes go through multiple stages before leaving the warehouse, the company is currently verifying and checking each stage, which takes time. To avoid delaying the consumer’s problem resolution, they have provided some solutions to the consumer. However, due to multiple changes in the consumer’s demands and compensation requests during the communication process, the two parties are still in ongoing negotiations.
In response to this incident, a lawyer stated that if there is evidence proving that the product sold by the Adidas merchant is not new, the consumer has the right to return or exchange it and demand compensation for related losses. On the other hand, this incident also reveals an issue: Consumers indeed have the legal right to a seven-day no-reason return policy for online purchases, but at the same time, they should uphold ethical standards. If the product has already been used, it should not be returned or exchanged as a new item.