The bright emerald in the live broadcast room was "dead by seeing the light"
Experienced jewelry practitioners: Consumers are advised to go to offline brand franchise stores to buy as much as possible
Under the light, the emerald sheet has an attractive color, and the anchor enthusiastically shouted, "If you buy it, you can earn it."
However, the jade products received by consumers have many defects, and merchants will not return them on the grounds of customization.
This is a trouble that many jade lovers have experienced. They spent money to pay tuition and bought a lesson.
This year's "March 15", the West China Metropolis Daily and the cover news paid attention to these "pitholes" in the jadeite industry, asking whether it is reasonable for jadeite wool goods to be customized and not returned or exchanged.
consumer complaints
I bought a defective bracelet for more than 1,000 yuan
Last year, CCTV's "March 15 Gala" exposed the Jade Studio's sales method of recruiting actors and "consignors" to sell goods in a scripted manner.
One year later, after the exposure, the Emerald Live Studio is still selling goods live.
The reporter browsed the live broadcast rooms on multiple platforms and found that most of the live broadcast rooms still use actors’ routines. The anchors boast about interacting with the barrage army, which makes the atmosphere of selling goods high and lures people to place orders.
Ms. Ling from Guangyuan, Sichuan Province was caught.
Three months ago, Ms. Ling saw a favorite raw material in a live broadcast room selling jade bracelets.
The raw material is the jade sheet, which is available for buyers to choose after the circle is drawn.
Ms. Ling heard from the anchor that the material is extremely cost-effective, "the price is lower than peers" and "you can earn it if you buy it".
These words moved Ms. Ling's heart. She bought this piece of raw material for more than 1,000 yuan and chose to customize the bracelet.
Ms. Ling bought jadeite wool goods, that is, semi-finished products, which have to be polished and polished into finished products for delivery.
A few days later, Ms. Ling received the custom-made bracelet, but found that it was a defective product. "There was a crack, but the anchor told me it was a texture. The two were very different, so I applied for a refund at that time." Ms. Ling said during the live broadcast. Screen recording, after several complaints, the merchant refunded her money.
After a while, Ms. Ling planned to buy a better quality bracelet.
"It's also the same sales method, lighting and anchor speech skills. I bought a raw material of more than 5,000 yuan." Ms. Ling said that after receiving the goods, she found that there was a big gap between the actual product and the publicity. The maximum is more than 1,000 yuan." She immediately applied for a return, but was rejected by the merchant on the grounds that "customized products are not refundable or exchangeable".
Finally, after several negotiations, the other party agreed to refund after deducting 1,500 yuan.
Ms. Ling believes that the merchants conceal the true quality of the goods and sell them through bragging and exaggeration, which is suspected of false propaganda.
Seller refuses to return
It is normal to say that the picture is different from the real thing
The reporter looked at multiple social platforms, and there were complaints about the customization of jadeite wool goods. Many people said that "buying wool goods is paying tuition fees."
Ms. Li from Chengdu also told reporters about her bad experience.
Previously, she saw a piece of jade pendant in the live broadcast room, and the "owner" kept talking about leak prevention, loss-making promotions, etc., and the barrage below kept saying "yes", "It's purely 'snap up'" .
After Ms. Li snatched a pendant wool goods worth more than 600 yuan, she immediately asked the customer service to take a photo to confirm the goods. The actual jade pendant that the lady received surprised her: Where is this the same jade as in the live broadcast room?
The color is dull and the base is thick.
Ms. Li went to the customer service to ask for a return, but was refused by the customer service on the grounds that "I have been told that the woolen goods will not be returned or exchanged".
"If you don't want to return or exchange, it depends on the quality. You don't want this kind of thing after you buy it." After giving a bad review, Ms. Li received a negotiation request from the merchant, saying that it is normal for the picture to be different from the real thing, and she is willing to compensate dozens of yuan to the seller. Ms. Li, but asked to delete the comment.
Ms. Li refused. She said: "How can I make up for the loss of hundreds of dollars? And I also want to remind other consumers through negative reviews."
senior practitioner
Buying defective products at a low price is difficult to defend rights
Ms. Liu, a senior jewelry practitioner in Chengdu, is very familiar with the current status of the Jade live broadcast room. She said that the so-called wool goods are "customized goods" and it is not a generally accepted rule in the industry. The situation also happens frequently.
"The anchor will adjust the lighting, angles, etc. to make the goods look better. Since consumers are not professional buyers, they can't see cracks or other flaws on the jadeite."
Ms. Liu said that although the jadeite goods in the live broadcast room are indeed cheaper than offline channels, the quality of the products is not guaranteed.
"For example, if you buy something that costs more than 1,000 yuan in an offline store, it only costs 500 yuan in the live broadcast room. This is very attractive to consumers."
Ms. Liu reminded consumers not to think that low prices can "find leaks". If you buy defective products at low prices, it will be difficult to defend your rights.
She advises consumers to go to offline brand franchise stores to buy jewelry products as much as possible. "After all, it is not to buy fast-moving consumer goods that cost a few hundred yuan. Jade jewelry and other accessories can cost tens of thousands of yuan. If you really want to buy through online channels, you should choose There are live broadcast rooms with offline franchise stores for purchase."
Lawyer statement
"Notified that wool goods will not be returned" cannot be used as a reason for exemption
Wang Yang, secretary-general of the Rules Formulation and Steering Committee of the Chengdu Lawyers Association, believes that the gap between the products in the live broadcast room and the real thing is too large, and consumers can use this as an excuse to terminate the contract and return the product for a refund.
According to Article 8 of the "Consumer Protection Law", "Consumers have the right to know the real situation of the goods they purchase and use or the services they receive." , style, etc., if there is a significant difference between the sample and the real product, the merchant should make a truthful statement during the publicity, and cannot use the statement "notified that the woolen goods will not be returned" as a reason for its exemption.
Wang Yang said that if it has been clearly pointed out that the product is a customized product and no return or refund, it is also necessary to evaluate whether the product defect meets the situation that affects the purpose of the contract. If this standard is met, the purpose of the contract cannot be realized and the product can be returned provision of this law.
In addition, in the process of live broadcast promotion, if the anchor or merchant makes false statements about the goods, it may constitute consumption fraud, and the administrative department for industry and commerce or other relevant administrative departments may order it to make corrections, and at the same time, it may issue a warning or confiscate the goods according to the circumstances. If there is no illegal income, a fine of not more than 500,000 yuan shall be imposed; if the circumstances are serious, it shall be ordered to suspend business for rectification and its business license shall be revoked.
Wang Yang reminded that consumers who purchase products through live broadcast must pay attention to verifying the seller's pre-sale product description, quality assurance, after-sale guarantee, conditions and scope of return and exchange, etc. Evidence such as receipt records and chat records.
Negotiate with the seller as soon as any problem arises. If the negotiation fails, you can apply for the platform to intervene or seek help from the market supervision department or the Consumer Rights Protection Committee. If necessary, you can use judicial means to protect your legitimate rights and interests.
West China Metropolis Daily - Cover News Reporter Tian Zhizhi Intern Wei Jie
"West China Metropolis Daily" February 23, 2023 A6 edition