A consumer who spends a high price on a pair of their favorite brand shoes usually does so as a precious gift to themselves, hoping for joy. However, if they encounter a situation where they need to defend their rights, the once prestigious brand might become a cold obstacle on the road to justice. Recently, Ms. Li (pseudonym) faced such a frustrating situation.
On the afternoon of July 12, Ms. Li called the reporter from Discovery Net, stating that she had purchased a new pair of highly-rated Roger Vivier women’s shoes for 7300 RMB (over $1,000) at their flagship store located at SB109, B1 level, South Wing, China World Mall in June. However, after just one wear, the soles developed a “honeycomb-like” damage.
Ms. Li said she cherished the shoes as they were from a big brand. After wearing the new shoes only once and walking less than ten minutes, she found the soles seriously damaged. She promptly took them off and contacted the store. However, the store insisted it was normal wear and tear and refused to offer a return or exchange.
“I previously bought a pair of shoes from this brand, and after two years, the soles didn’t wear out like this. This new pair was worn only once and for less than ten minutes. If this isn’t a quality issue, then what is?” Ms. Li said, feeling quite dejected.
Store Did Not Inform About the Need for Leather Sole Protection
Upon receiving the complaint, the Discovery Net reporter immediately contacted the store. The store stated that Roger Vivier’s women’s shoes have leather soles, which are softer than rubber soles, so they are generally only suitable for wearing in flat indoor places like shopping malls. If worn outdoors, it is best to add a protective film to the soles.
Ms. Li claimed that she was never informed that Roger Vivier’s women’s shoes were only suitable for flat indoor places. She did not receive any notification about needing a protective film. She chose the shoes because the leather soles are breathable and comfortable. If she had known the soles would wear out so easily, she wouldn’t have spent so much on them. “At the very least, the store failed to honestly inform consumers about the easy wear and tear of the soles and to advise them to take preventive measures. For such a well-known brand, the service quality is clearly not up to standard,” Ms. Li told the Discovery Net reporter.
The Discovery Net reporter found 13 complaints about Roger Vivier on the Black Cat Complaints platform.
Store’s Indifference During the Rights Protection Process
Large stores often bully customers, as seen in the consumer’s journey to defend their rights. After receiving the complaint, the reporter promptly contacted the store, hoping to interview company leaders. Unfortunately, during the negotiations, the store only claimed the shoes were experiencing normal wear and tear, advising consumers to seek third-party inspection agencies. They also refused to provide company-level contact information. Under the coordination of the China World Mall Operations Department, a man who claimed his surname was Zhang contacted the reporter and informed them that the store’s decision was not to accept returns or exchanges. The reporter also called the Beijing 315 consumer complaint hotline, where a staff member kindly recorded the complaint in detail. However, in the end, a staff member from the Chaoyang Market Supervision Bureau informed the reporter three days later that, as the store insisted it was normal wear and tear, they decided to terminate the mediation.
The Discovery Net reporter informed Ms. Li of the result. Ms. Li said she didn’t want to bother anymore and felt unlucky. She also mentioned that she would never trust recommendations on Xiaohongshu again or buy any Roger Vivier products.
Public information shows that Roger Vivier, a luxury shoe, bag, and accessory brand from France, was founded in Paris in 1937 by “Shoe Poet” Roger Vivier. As a century-old brand, the service quality and dealer team really make one sigh in regret. The Discovery Net reporter will continue to follow up on the matter.