It’s outrageous! A Chinese woman recently received a call from customer service for online shopping. She thought it was a scam and ignored it, and did not reply to the message. Unexpectedly, the customer service sent her a wreath for mourning and sent a text message “I wish you good health.” She was dumbfounded. In response, the brands involved also responded and disclosed follow-up treatment.
The woman received a call from customer service on February 5. The other party said that because of negligence, she sent an extra piece of clothes and asked for help to return them, but she did not receive the clothes. She suspected it was fraud, so she hung up the call. Then the customer service sent a text message saying that if she did not return the clothes, she would choose to call the police. As a result, that night, she found that among the orders that were not shipped, there was a “Qingming Festival wreath that someone else bought for you.”
Subsequently, the woman communicated with the customer service and confirmed that she was the customer service of the fashion brand “initial”. After inquiry, she learned that the other party did send one more piece of clothing, but because the recipient’s information was filled in incorrectly, the woman did not receive the pick-up notice. Later, she also cooperated with the customer service to return the clothes. The customer service admitted that she originally thought that the woman was unwilling to cooperate, so she ordered a wreath, but followingwards felt that the move was inappropriate, so she cancelled the order and apologized. However, the woman did not accept the apology and complained to the platform and the store, “As a consumer, I am unwilling to pay for the store’s own mistakes. I cannot accept the store’s behavior.”
In response, “initial” issued an apology statement, saying that the employees involved have been suspended and will be expelled. “Although this is the behavior of employees, the brand is also responsible. We will reflect deeply, take precautions, and carefully examine internal management issues. At present, we have convened relevant departments to actively formulate management improvement plans, strengthen internal controls, enhance staff quality training, and improve customer service capabilities.”
