As the weather gets colder, down jackets become more popular, but the Snow Flying down jacket purchased by Ms. Yang left her feeling a bit “cold.” “Just after wearing the Snow Flying down jacket for about ten days, it started to have problems like ‘bursting seams’ and ‘feather shedding.’ The solution provided by Snow Flying customer service was to compensate me with 20 yuan.”
On Double 11 in 2023, Ms. Yang spent 335.41 yuan in the official flagship store of Snow Flying to buy a down jacket for her brother. “Because there was a cross-store discount activity during Double 11, I thought I’d take advantage of the cheap prices and stock up early, considering the weather was not yet cold enough to wear a down jacket.”
After wearing the down jacket for about ten days, problems like “bursting seams” and “feather shedding” occurred. When the consumer wanted to exchange it, customer service refused, citing the expiration of the exchange period.
Ms. Yang stated that she didn’t wear the jacket immediately upon receiving it. After about a month, around December 10, 2023, when the weather got colder, she took out the down jacket for her brother to wear. However, after only about ten days of wearing, issues like “bursting seams” and “feather shedding” appeared, and the down jacket started shedding feathers. When she contacted Snow Flying customer service to request an exchange due to quality issues, her request was rejected on the grounds that the exchange period had passed. The customer service only promised to compensate her with 20 yuan.
Ms. Yang mentioned that, in order to prove that the down jacket was indeed worn for only about ten days, she even checked screenshots of her brother entering and leaving the school and sent them to Snow Flying customer service. The screenshots clearly showed that on December 1, 2023, her brother was not yet wearing the down jacket when entering the school. However, the communication was fruitless. Ms. Yang expressed frustration, stating that even if she suggested sending the jacket back for repairs without exchanging it, customer service disagreed and only offered 20 yuan as compensation, which seemed inadequate for a down jacket with quality issues.
Failure to address the problem and only offering cash compensation?
Most consumer complaints are handled by offering compensation ranging from 5 to 30 yuan.
On various complaint platforms, it is observed that the issue of “feather shedding” with Snow Flying down jackets is not an isolated case. According to consumer feedback, the common approach taken by Snow Flying when dealing with down jackets having quality issues is to provide cash compensation, with amounts mostly ranging from 5 to 30 yuan.
One user on a complaint platform wrote, “Around November 23, I received a gray down jacket purchased from the official Snow Flying online store. I noticed that the tag promised ‘free repair within 2 years from the date of purchase, and products that cannot be repaired will be exchanged.’ At that time, I thought this brand was very responsible. So, on December 9, when there was an event in their flagship store, I bought another black down jacket and received it on December 15. However, after wearing this black down jacket for nearly 2 weeks, it kept shedding feathers. I sought help from customer service, hoping for a refund because a down jacket shedding feathers may be irreparable. However, the customer service replied that they could only compensate a maximum of 30 yuan. I find this compensation difficult to accept and hope for a full refund.”
Subsequently, the reporter contacted Snow Flying customer service hotline regarding Ms. Yang’s issue. After providing the order number, the customer service representative said they would contact Ms. Yang within 1-2 working days. However, as of the time of writing, 8 days had passed, and Ms. Yang had not received any feedback from Snow Flying customer service regarding this issue.
“Feather shedding” is not an isolated issue.
Snow Flying customer service once suggested “not wearing black inner layers.”
A citizen, Ms. Wang, who had a similar consumer issue, told the reporter that she had also purchased a down jacket from the official flagship store of Snow Flying. After wearing it for a few days, feathers started sticking to her body. When Ms. Wang asked customer service how to resolve the issue, the solution provided by Snow Flying customer service was a compensation of 5 yuan. Ms. Wang said, “What impressed me the most was not the issue of a 5 yuan compensation but when I asked Snow Flying customer service why the new jacket was shedding feathers, the response was a suggestion ‘not to wear black inner layer clothes.’ However, in the photos I sent to customer service, I was clearly wearing a gray sweatshirt.” Ms. Wang expressed her helplessness to the reporter.
The reporter noted that in April 2023, when the State Administration for Market Regulation announced the results of the 2022 down clothing inspection, Snow Flying’s children’s and infant clothing was reported for non-compliant fiber content.
According to the Tianyancha app, Snow Flying Industrial Co., Ltd., established in 2012 and a member of Bosideng International Apparel, is located in Shanghai. It is primarily engaged in professional technical services. Bosideng International Apparel (China) Co., Ltd. holds a 70% controlling stake, while the remaining 30% is controlled by Changshu Xuecheng Enterprise Management Center (Limited Partnership). The largest shareholder of this company, Zhu Xiangdong, is also the legal representative of Snow Flying Industrial Co., Ltd.