Consumer exposure platform scan code report

The seventeenth issue of Shenzhen Consumer Reputation List

Price reduction promotions or preferential marketing, as common methods in the business field, often bring more traffic and transactions to merchants. But sometimes, there are often the following situations that are not cautious enough to lead to misleading propaganda and “the goods are not on the right board”.

Recently, some consumers reported to Nandu that they had successfully sold low-priced durians at JD Daojia’s Wal-Mart Fuxing store. However, the merchants forced the cancellation of the order without informing the consumers of the reason before the delivery. Consumers questioned the suspected false propaganda of relevant businesses. Similarly, another consumer, Xiang Nandu, said that the digital renminbi was not successfully used in the blt supermarket of Binhe Times Building recently because the purchased products did not include products that the merchant had already discounted. The specific threshold for use was not clearly stated in the initial promotional materials.

Consumer case

After the spike is successful, the order is cancelled immediately after the delivery

Communicating with related businesses shows that they have been waiting in line

On April 9th, Mr. Huang, who often visits Taobao and JD.com on weekdays, successfully sold low-priced durians for the first time in the Wal-Mart Fuxing store on JD Daojia’s platform. According to the normal delivery date, Mr. Huang will receive the delivery reminder the next morning; but until the delivery, Mr. Huang has not received the relevant reminder. After logging into the Jingdong Daojia App, he found that the merchant had not informed Mr. Huang of the reason. The order was cancelled, and the related spike product durian has also been removed.

Reluctantly, Mr. Huang can only appeal to the merchant. I found the customer service staff of the Wal-Mart Fuxing store in the JD Daojia App. I planned to ask about the reason for the goods being taken off the shelves and the reason for the cancellation of the order. I never wanted to keep the dialog box showing in the queue. After waiting for a period of time, Mr. Huang chose to appeal to the customer service staff of Heimao Complaint Platform and Jingdong Daojia respectively.

About an hour and a half after completing the complaints on the three platforms, Mr. Huang received feedback from JD Daojia. The staff of JD Daojia stated that this activity was initiated by the merchants and the complaints from consumers have been reported to the Wal-Mart headquarters.

After that, the Wal-Mart clerk also called Mr. Huang to explain that the reason for canceling the order was that the store was out of stock and could not deliver goods temporarily. “At present, the company is actively contacting customers and providing two solutions: If the customer agrees to cancel the order, Wal-Mart will compensate for each order with a 40 yuan no-threshold coupon; if the customer does not agree to cancel the order, they are willing to continue to wait. Contact customers as soon as the goods arrive at the end of the month, and purchase them at the order price.” said the relevant staff of Wal-Mart. However, as of press time, Mr. Huang said that he has not received the latest arrival notice.

Comment: When the merchants settled on JD Daojia, the goods were sold out of stock after a successful spike. No wonder consumers would have doubts. Obviously, there is a lack of information between the third-party platform and the merchant’s product update information, and it is worth noting how to improve the relevant links. In addition, when a related problem occurs, should the emergency measures be improved to inform consumers in a timely manner; and the complaints and appeal channels should be more concise and clear to speed up the processing progress.

Digital currency payment can enjoy full discount

Before the checkout, I told you that there are other thresholds for use

Lin Li (pseudonym), a citizen of Shenzhen, also encountered inconsistent propaganda from the merchants during the consumption process. On April 15, Lin Li, who received the digital renminbi, went to the Blt supermarket on the ground floor of KKONE, one of the designated merchants, to make purchases in accordance with the guidelines of the promotional materials.

According to the instructions of the promotional materials, during the event, when users of the “Digital RMB App” use digital RMB to spend at designated merchants across the city, they can enjoy additional discounts for exclusive digital RMB payment methods based on the merchant’s existing discounts. In the discount column of many designated supermarkets, the discount of RMB 50 minus RMB 300 is indicated, and the threshold for specific use is not specified.

“On the basis of the merchant’s original discount, they can enjoy the full discount of digital renminbi payment. It is this wording that makes me feel that there is no other special threshold for this digital renminbi payment discount.” Lin Li told reporters.

On April 15, the first time she entered the Blt supermarket on the first floor of KKONE, Lin Li confirmed with the store staff whether it was possible to pay with digital renminbi. After getting an affirmative answer, Lin Li went into the store to purchase.

When waiting in line to check out, the clerk told me that the products participating in the full 300 minus 50 did not include the discounted products in the store. Excluding the discounted products, Lin Li bought less than 300 yuan. In the end, Lin Li only selected some of the products to check out, which cost 290 yuan. Lin Li said that she did not see any relevant posted notices on the scene at the time, telling the specific rules of use.

In response to this situation, the relevant person in charge of blt supermarket also responded positively after receiving feedback from consumers. The specific requirements for the use of “digital renminbi” in merchants have passed the government and bank’s filings and permits. However, the previous store publicity about the “digital renminbi” information was a unified document announcement issued by the government and the bank, and there are actual conditions for individual merchants to use it At present, after re-communication and authorization with relevant departments, the supermarket has updated the specific store use requirements of the “digital RMB” and publicized it in each store, which will not cause consumers to understand ambiguity again.

Comment: Price reduction promotion or preferential marketing, which are commonly used methods in the commercial field, often bring more traffic and transactions to merchants. But sometimes, there are often situations where insufficient prudence has led to misleading propaganda and “the goods are not on the right board”. How can marketing better target fans? Paying attention to details and improving the early warning mechanism as early as possible can effectively avoid the difficult problem of “goods not right on the board” consumer psychology.

The latest developments in the focus of consumer events this week

Consumer incident: Yonghui responded to the closure of Super Species, saying that it was a normal business adjustment

Companies involved: Super Species, Yonghui Supermarket

Event review: On the 13th of last week, the consumer reputation list reported that the Super Species store in Shenzhen had been closed. At that time, the relevant person in charge of Futian Galaxy Commercial Property said that the store has not yet closed but is indeed in an adjustment period, and the subsequent adjustment plan is still under internal discussion.

Corporate response: On April 20, the relevant person in charge of Super Species has closed stores in many places. The relevant person in charge of Yonghui responded to the media saying that Super Species is no longer the core business of the group and is a normal business adjustment. In the future, Yonghui will return to the main supermarket business. .

Consumption event: Can mobile phone grow fruit trees make money?Emergency statement from a well-known company in Shenzhen

The company involved: Baiguoyuan

Event review: Some consumers reported that they encountered a scam in a software called “Sunshine Orchard” under the subsidiary of Baiguoyuan. The latter used the subscription of fruit trees to generate revenue as a gimmick to attract users to recharge. Since April 10, Sunshine Orchard has been unable to withdraw cash normally, and then users cannot open the App and check transaction status normally.

Corporate response: Shenzhen Baiguoyuan Industrial (Group) Co., Ltd. publicly stated that this App is not its product and has no relationship with the company. Guangzhou Baiguoyuan Information Technology Co., Ltd. also issued a statement stating that the “Sunshine Orchard” App illegally misappropriated the name and business license of “Guangzhou Baiguoyuan Information Technology Co., Ltd.” to deliberately mislead users.

Latest follow-up: The company has reported the case to the public security organs and will pursue the legal responsibility of the embezzler.

Lawyer’s opinion: “Sunshine Orchard” attracts public investment by establishing a virtual mining model platform, and encourages investors to pull new investors into the platform. Judging from its basic operating model with no actual operating products, clear organizational hierarchy, and the need to develop offline, it is a typical “Ponzi scheme” financial trap.

Consumption event: online ride-hailing driver picks up passengers over long distances, and the order is cancelled after half an hour

The company involved: Didi Travel

Event review: On April 13, Shenzhen Express driver Master Zhang grabbed the passenger’s reservation for the express train. After driving 36.5 kilometers to the passenger’s departure point, the passenger cancelled the order because he was dissatisfied that the driver did not take the initiative to help carry the luggage. At the same time, the passenger claimed that he was insulted by the driver and asked the platform to punish the driver.

Corporate response: Didi said that taking into account the long empty distance of Master Zhang, it will issue relevant subsidies for him. At the same time, he expressed his understanding of Master Zhang’s feelings, but did not provide good car service to passengers this time, and the follow-up will carry out corresponding education and punishment for the abusive behavior of Master Zhang.

Consumption incident: A woman was hit by a barbell, and grade 10 disability was identified!Gym response

The company involved: large fitness studio

Event review: Ms. Chen reported that on March 25, she was exercising at the gym named “Big Fitness Studio” in Qinghu District, Longhua District. After guiding her personal trainer to pick up the barbell, a 2.5 kg barbell lost her balance. She slipped and smashed her left little finger, and was subsequently identified as a grade ten disability. It was believed that the accident was caused by the coach’s negligence.

Corporate response: The staff stated that the coaches in the accident were officially hired by the gym with relevant qualifications. The accident was caused by the “sloppy” of the person involved, and that they were “willing to take responsibility for the responsibility.”

Consumption event: How many more yuan will be charged for invoicing on the homestay booking platform?Merchant said the price includes tax

The company involved: Airbnb

Event review: Mr. Wang reported that he booked a homestay invoicing on Airbnb on April 13, and checked the request to issue an invoice for a few hundred yuan more than if he did not check it.

Enterprise response: If users need to apply for a VAT invoice to Airbnb, they must select “Invoice Required” before placing the order. Choosing to place an order means that the user understands and agrees to the “Terms of Domestic Business Travel and Accommodation Service Tenants” and agrees to pay the value-added price of business travel and accommodation.

Relevant departments responded: If the platform or the landlord informs in advance the price including tax (that is, the price including tax) and the price without tax, it is reasonable. Since the value-added tax policy currently does not specify which party should bear the taxes and fees, consumers can only negotiate the final product price with the Airbnb platform or the homestay landlord. If the price setting is unreasonable, they can contact the market supervision department Feedback.

Southern Reporter

Chen Yingshan

Data analysis and content provision: Liu Jiayi, researcher at Narada Shenzhen Big Thing Think Tank

In January this year, Chenghua District Bureau of Chengdu Public Security Bureau uncovered a new type of telecom network fraud under the guise of “members rate reservations for hotels nationwide.”

According to Xinhua News Agency, at the end of December 2020, Mr. Lu, a Chengdu citizen, booked a four-night room in a hotel in Shanghai through a seller who provided hotel reservation services on the Xianyu platform. The seller stated that the original price for the four nights was 5,000 yuan. It only costs 3300 yuan to book through him. After taking the photo, Mr. Lu provided the occupant’s information to the other party and contacted the hotel for verification. After confirming that it was correct, he clicked to confirm receipt. But when Mr. Lu went to Shanghai to check in, he was informed by the front desk of the hotel that the order had been cancelled. Mr. Lu tried to contact the seller again and found that he was blackmailed by the other party, and then realized that he had been cheated.

According to the “Statistical Report on National Star-rated Hotels in the Fourth Quarter of 2020” issued by the Ministry of Culture and Tourism, there are 9,717 star-rated hotels in the national star-rated hotel statistical management system in the fourth quarter of 2020, including 2,552 four-star hotels. There are 850 five-star hotels, accounting for 26.3% and 8.7% respectively. In addition, the average price of five-star hotels is as high as 523.27 yuan, and the average occupancy rate is 53.96%. Higher prices and vacancy rates have made some crooks smell business opportunities.

Jiemian News combed through the information on Black Cat Complaints, Zhihu, Weibo and other platforms and found that there are currently two main complaints from consumers about the reservation service of Xianyu Hotel. The first is Mr. Lu mentioned in the above report. In that way, the full payment was paid to the seller on Xianyu before the check-in, and the seller deducted the payment by himself and contacted the hotel to cancel the order. As a result, the consumer found that there was no room available when he arrived at the hotel.

Another situation is that consumers did not pay the room fee to the seller of Xianyu, but only paid a certain reservation fee, and the corresponding room fee was paid directly to the hotel upon check-in. Some of these consumers did pay the seller on behalf of the hotel. The booking was successfully checked in, but some orders were recognized as illegal operations by the hotel and could not be checked in.

The experience of a consumer on Weibo falls into this category. The consumer stated in his post that he had purchased the Conrad Hangzhou Hotel at a low price for two nights through the booking service, but he was questioned by the front desk when he checked in. “I followed the instructions provided by the seller to check in, but the hotel front desk said that I had encountered travelers cheating to check in with the same words before, which caused us to be very embarrassed, and finally failed to check in. We tried to find after being rejected by the hotel The seller claimed for the reservation fee, but found that it had been blocked by the seller.” The consumer wrote on Weibo.

So, where do the low-priced houses on the Xianyu platform come from? And why is there such a situation that “some passengers successfully checked in, while others failed to check in”?

“We will have some hotel sales agents on hand to sell us the negotiated price listings.” A seller who provides hotel reservation services on Xianyu revealed to the interface news. “After the buyer has provided the information, we will generally send the buyer a fake electronic version of the corporate name tag, or send the agreement number of the corresponding company to the buyer, so that the buyer will print it and show it to the hotel front desk when checking in. “The seller said so.

It is understood that the negotiated price means that some hotel sales agents specially sign an agreement with a large company or individual to agree that when the company’s guests or employees stay in the hotel, they can enjoy a preferential price. In this way, the hotel guarantees a certain occupancy rate and keeps the vacancy rate within a reasonable limit. It is generally lower than the listed price of the hotel. Some big companies such as Alibaba, JPMorgan Chase, IBM, etc. will sign an agreement with five-star hotels.

Take the Ritz-Carlton Nanjing as an example. During the period of 4.12-4.13, the price for ordinary travelers to stay in the hotel’s deluxe room is 1430 yuan, while the price for the same room type using Alibaba’s negotiated price is 1287 yuan. This one night produced a price difference of nearly 150 yuan.

The price difference of superior room types is even more disparity. Also on this night, the price for ordinary travelers to stay in a premium suite was 3480 yuan, while Alibaba’s negotiated price was only 3001 yuan, and the difference was nearly 500 yuan. This is not difficult to explain why most sellers on Xianyu provide reservation services only for top-level rooms such as executive suites or prestigious suites, and the resulting profit difference can be seen.

However, tourists staying in hotels through fraudulent use of negotiated prices are essentially an encroachment on the interests of the hotel. Xia Zifan, chief consultant of Lausanne Hotel Agency, said that the current hotel’s negotiated price leakage exists. If consumers book at the negotiated price, they must report the agreement number to the front desk when they check in. This is a common practice in hotels. However, it is inevitable that some unprofessional front desk staff did not identify well. This is also the reason that “some passengers will check in successfully, and some are told not to check in” mentioned above.

“This is actually a’risky activity’. Once the fraudulent agreement price is discovered by the front desk, you will definitely not be able to check in, and personal credibility will be affected. When I sell, I will inform the buyer that there is a risk of not being able to check in successfully, but As far as I know, other people rarely do this.” The above-mentioned idle fish seller told the interface reporter.

Xia Zifan also told Jiemian News: “It is still recommended that consumers book hotels through formal channels to avoid being unable to check in at that time.”

It is worth noting that the lack of qualification review of sellers on Xianyu platform and the inefficiency of handling user complaints have also caused dissatisfaction among some consumers.

A user posted on the Black Cat Complaint Platform that she saw a low-cost hotel booking on Xianyu platform called “Xia Chao’s Weightlifting Doll” on February 21, and she subsequently ordered it from the seller Orders. After contacting the hotel to confirm the information, she clicked to receive the goods, but then the hotel contacted her to pay again at the front desk. The user immediately filed a complaint to Xianyu’s official after realizing that she was deceived, but she found that the seller’s goods were still listed on the platform the day after she complained. “Xianyu platform has been allowing him to deceive without taking any measures.” The consumer wrote in the post.

Jiemian News tried to contact Xianyu regarding this incident, but has not received a response as of press time.

(Reporter Zheng Cuiying also contributed to this article.)