Recently, Ms. Min, a consumer, reported to the Pengpai Quality Report Complaint Platform (https://tousu.thepaper.cn) that on December 11 last year, she bought a Balenciaga sweater worth 4,680 yuan on the Fafaqi platform.

Unexpectedly, after the first wash, the clothes faded badly.

　　Ms. Min approached the customer service of Fafaqi and asked for a replacement or refund, but the customer service of Fafaqi said that this was a problem caused by Ms. Min’s own laundry process and rejected Ms. Min’s request.

　　On March 15, The Paper contacted the Fafaqi platform on the matter, and the staff responded that they would communicate with consumers and refuse media intervention.

　　On the evening of the 16th, Ms. Min told The Paper that the Fafaqi platform called her and said that based on the signs of fading of the sweater, the technicians at the foreign headquarters judged that it was caused by Ms. Min’s exposure to the sun when she was drying the clothes, and rejected Ms. Min’s appeal.

Consumer Complaints:

　　Ms. Min introduced that on December 11 last year, she bought a Balenciaga sweater on the Fafaqi platform, worth 4,680 yuan, which arrived on the 22nd.

A few days later, Ms. Min put on new clothes to go out to play. After returning home, she washed the sweater. However, when she was about to wear the sweater for the second time, she found that the clothes had faded badly. She said, "I was going to When I took out the clothes to wear, I found that the clothes had faded to varying degrees, and I couldn't wear them at all."

　　The photos provided by Ms. Min show that the fluorescent green sweater has irregular stripes of fading marks. On January 26, Ms. Min found Fafaqi customer service and asked for a replacement or refund, but Fafaqi customer service said she would like to. Communicate with foreign boutiques and ask Ms. Min about the process of washing and drying clothes.

Ms. Min believes that she washed the clothes according to the laundry recommendations on the clothes labels. "The sun is not big in winter, so I will hang it on the balcony after washing."

　　Ms. Min said that she did not agree with the statement of Fafaqi's customer service, and the other party said that they would communicate as soon as possible and give a reply.

But since then, she has never gotten a definite answer. "The customer service said that it is necessary to communicate with foreign boutiques, then the boutiques communicate with the buyer's store, and finally the buyer communicates with the Balenciaga counter store in order to have the final result."

　　In desperation, Ms. Min had to find the customer service of Balenciaga by herself, provided photos and explained the cleaning process as required, but there was no response after that, "I spend money on luxury goods, but I don't have any after-sales experience, not at all. People solve things."

Merchant's response:

　　On March 15, The Paper contacted the Fafaqi platform on the matter. The staff responded to The Paper and said that they could only communicate with consumers and refuse media intervention.

　　On the evening of the 16th, Ms. Min told The Paper that the Fafaqi platform contacted her that day and said that based on the signs of fading of the sweater, the technicians at the foreign headquarters judged that it was caused by the sun exposure when Ms. Min was drying the clothes, and rejected Ms. Min's appeal.