Canada Goose, with the title of “Hermes in the down jacket industry”, has repeatedly “rushed to the hot search” in recent months: first because of “false advertising” and was fined 450,000 yuan by the market supervision department of Huangpu District”, and then because “its faces mask cannot prevent the coronavirus, but the sale price is as high as a thousand yuan.” In the middle of the night of November 30, this “Canada Goose” once again rushed to the second most searched.
On November 30, according to the “I Want to Complain” column of Shanghai Morning Post, a Shanghai citizen spent 11,400 yuan to buy a down jacket at the “Canada Goose” store. As a result, the logo was embroidered wrongly, the stitching was rough, and even the fabric also has a pungent smell! When the citizen tried to defend his rights to the merchant, he encountered a wall everywhere because of the sentence in the “Replacement Clause” that “all products sold in specialty stores in mainland China are not allowed to be returned.” This immediately aroused heated discussion among netizens.
In addition, according to the Beijing News Shell Finance and Economics report, Chongqing and Beijing stores all stated that the goods “cannot be refunded.” Among them, the Chongqing store staff said that this is a general term in China.
At around 22:30 in the evening of the same day, the CCTV network made a comment saying that the quality was poor but it refused to accept returned goods. The arrogant “Canada Goose” had only “goose” feathers left.
Canada Goose logo wrongly embroidered, fabric pungent…No returns in stores in mainland China
Ms. Min Jia of Shanghai said that on October 27, she was in the “Canada Goose” specialty store on the basement level LG1-58 of the Shanghai International Financial Center shopping mall. She bought a down jacket with model 9512M at a price of 11,400 yuan. After returning home, Ms. Jia discovered that the “Canada Goose” trademark was embroidered wrong: an extra arc was embroidered at the center of the sun!
The stitches of the down jacket are rough, with many long and short threads hanging; the edge of the cloth in the pocket of the clothes is not hemmed, and there is a phenomenon of thread off; the fabric also has bursts of pungent smell…
Ms. Jia said that on October 27, before she made the payment, the clerk did not tell me that the purchased goods could not be refunded or returned.
“But when I finished using my credit card, the clerk handed me a piece of paper with the heading ‘Replacement Terms’ and asked me to sign.”
Some reporters have seen that this “replacement clause” states that unless the relevant laws provide otherwise, all products sold in specialty stores in mainland China cannot be returned.
“If you don’t sign, you can’t take the clothes.” Ms. Jia said that at that time, she could only sign this clause.
Complaints about rights protection rebuffed everywhere. Staff member: This is a common clause in China
Subsequently, the consumer Ms. Jia resolutely tried to defend her rights, but the merchant said for a while that it needed a test report for the unqualified clothes, and then said that it would no longer provide product certification through photos, with many excuses.
On October 28, Ms. Jia complained to the store manager of the “Canada Goose” store of the International Financial Center, and at the same time dialed the Canada Goose customer service hotline 4001275066. But the store manager said, “I don’t have the right to return the goods, and it needs to be resolved at the head office level.”
“I asked the store manager for the head office phone number, but he said there was no way to provide it and asked me to check it myself. He also said that the company had already provided the customs declaration form and qualified inspection report for this piece of clothing to the Market Supervision Bureau. He asked me to provide it to the company. Only with a test report can unqualified clothes be returned.”
On November 14, Ms. Jia wrote another email, and sent the details of the clothes and other vouchers to the Canada Goose Inspection Center mailbox (ce@canadagoose.com) in the form of an attachment to the email. But then, the head office told in a reply that Canada Goose no longer provides product certification through photos.
Why are the products sold in specialty stores “cannot be returned in mainland China”?
According to the Beijing News Shell Finance and Economics reported on November 30, the reporter called the Canada Goose Beijing Sanlitun store for non-returnable goods. The store staff stated that the goods sold in normal physical stores cannot be refunded because the customer saw the purchase in kind, so they cannot be returned. The product can be exchanged once within 14 days. The clerk said that if you can’t see the goods online, such as Taobao stores, you can return the goods without reason within 7 days.
Later, the reporter called the Chongqing IFS pop-up store, and the other party stated that all products sold in specialty stores in mainland China are not allowed to be returned as a general term in China.
Netizens said, “This is too overbearing, right”, “Isn’t this a goose man”, “I can’t return the product if there is a problem?”, “Who gave him the courage”, “Bosideng is great! Support Changshu Bosideng~”
CCTV: Poor quality but refuses to return the goods, the arrogant “Canada Goose” can only have “Goose” feathers left
On November 30th, @央广网 commented that when down jackets have quality problems, the first thing the brand has to do is to actively communicate with consumers and come up with sincerity and solutions to solve the problem, so as to regain the trust of consumers. “Canada Goose” is preconceived and restricts consumers’ rights protection rules. The sentence “Cannot return goods in mainland China” makes consumers hit a wall and set up obstacles everywhere. Treating consumers differently by region, such a “double standard” is full of “arrogant” and must not be accommodated by Chinese law. The protection of consumer rights does not mean that a certain manufacturer can have “immunity” with a single clause. The reason why “Canada Goose” is so self-confident seems to have formed a kind of self-recognition in its heart: wearing the down jacket of this brand is a symbol of identity and taste, even if there are defects in quality and service, it can be concealed by the brand’s aura. However, it should be noted that clothing brands have never been eternal kings, and only the best quality and service can sit on the throne. Now, Chinese domestic brands of down jackets have long used quality and design to “sail to sea”. If the “Canada Goose” is still lost in self-imagining and does not want to make progress, then all that remains is “a place of goose feathers”!
Canada Goose Q2 revenue soars by 40%, Chinese consumers make outstanding contributions
In recent years, with its highly recognizable logos, styles, and expensive prices of more than 10,000 yuan, the Canada goose has become popular in the Chinese market, attracting a lot of attention.
At the beginning of this year, the cold wave hit Shanghai. Canada Goose in Shanghai were snapped up. The queue time at the flagship store ranged from 1 hour to 3 hours. Down jackets priced at nearly 10,000 yuan were almost sold out.
In addition, not long ago, Canada Goose once again earned enough eyeballs with sky-high priced masks. Although masks with a maximum price of 1,000 yuan have no protective function, this does not prevent consumers from rushing to buy them.
Canada Goose entered China in 2018. In recent years, Canada Goose has strengthened its layout in the Chinese market and opened physical stores in Beijing, Shanghai, Shenyang and other cities. When winter comes, there will always be scenes of queuing up in stores. The reporter has learned from Canada Goose’s official website that up to now, Canada Goose has more than 15 stores in China, and the number of stores in Canada is 9. Dani Reiss, President and CEO of Canada Goose, said in the earnings call that he continues to be optimistic about the development of its brand in the Chinese market.
According to the financial report released a few days ago, as of September 26, 2021, in the second quarter of the fiscal year 2022, Canada Goose achieved a net profit of 9 million Canadian dollars and an operating income of 233 million Canadian dollars, achieving year-on-year growth of 40.3%, of which direct channel sales increased to 83.2 million Canadian dollars from 46.2 million Canadian dollars in the same period last year, and wholesale channel sales increased to 148 million Canadian dollars from 119 million Canadian dollars in the same period last year.
Canada Goose said that the company’s revenue growth in the second quarter was mainly due to the rapid growth of e-commerce channels and the contribution of the Greater China market. Among them, driven by the growth of all major existing markets, the company’s global e-commerce revenue increased by 33.8%, and the DTC (direct-to-consumer marketing model) revenue in Mainland China increased by 85.9%. Prior to this, in the fourth fiscal year of fiscal 2021 and the first fiscal quarter of the fiscal year 2022, the performance of Greater China was also outstanding, with direct sales channel sales increasing by 188.7% and 101.4% year-on-year, respectively.
Based on year-to-date performance and current trends, Canada Goose has raised its full-year performance forecast for the entire 2022 fiscal year. It is estimated that the company’s total revenue will exceed 1 billion Canadian dollars in the 2022 fiscal year, which is approximately 1.125 billion Canadian dollars to 1.175 billion Canadian dollars. Source