公平贸易投诉成功案例 --（别到我们店里买东西了）

Badlands_lee

表妹要带UGG Australia的羊毛靴.我对UGG 品牌不大懂，特地把表妹发来的产品链接介绍页打印了出来，并查好专柜，Country CLassics,在QVB Level 2。一个黑头发的老外接待了我，因为那个时间其他顾客都是中国游客，其他会说中文的店员就去接待其他顾客了。我把这个产品介绍页给她看，并说我要买UGG Australia,型号是XXXX.(产品介绍页都有）。结果店员给我拿了双UGG SHearer （made in Australia)。我当时感觉有点不对，但是又说不上来。我特地问你们是UGG AUstralia 的专卖店吗？她答曰是的。于是我就付了钱走了。
一个精通品牌的朋友一看就大叫，这个不是UGG AUstrlia。logo完全不一样呢。于是本周一去店里退。那个黑头发女人说店里政策市只能换，不能退。我说是你没给我拿UGG AUstralia 这个牌子啊。你也没给我解释你们店里UGG Australia 要300刀，而不是网上价格150刀（UGG Australia网上显示价格150，我当时买的时候就跟她说网上查到是150，她也没给我解释这个是美国价,而是直接给我拿了一双不是UGG Australia的靴子）。她承认是她的错，没给我解释，但是仍然拒绝退钱。一个中国店员听了经过，也说是她们的错，问那个黑头发老外（据说是店经理）能否给我退款。但是那个女人还是不退。

我很生气啊，都承认错了，还不给退，这哪门子道理啊。虽然你们发票上写了不能退，一般也都只适用于改变主意的情况。我也是学过澳洲经济法的啊。消费者保护法里面这种情况属于misleading。  it says " you are entitled to ask the trader for a refund if the item you bought is not fit for the purpose you made known to the trader and you have relied on the trader's judgement. "

实在气不过，本来态度好点。我也就让婆婆带回去了。既然她叫我去找fair trading。我就去找。不要把每个中国人都当成中国游客。那么多人都是冲着UGG Australia去的。最后却变成买杂牌的了。

fair trading 会在2-3周给我一个电话。体验一下。所以也请各位如果要去买UGG AUstralia，尽量到David Jones等大商场去买。David Jones悉尼城里那家是有UGG AUstralia.服务好，一般可以无理由退货（不过付款前最好都问一下退换政策）。QVB商场大多是租给小店主的。有的不能退，还不事先告诉你，而是在收据上显示出来（比如我去的这家Country classics QVB 店）就没主动告诉我退换政策，收据上就写了只能换不能退。生米煮成熟饭了，想退也就没法退了。当然如果产品质量问题，或者misleading等几种情况还是可以退的。也许就要花很多精力，经历很多不愉快。
欢迎同学们转帖给广大中国人。尤其是时尚小姐妹，中国游客。

/www.uggaustralia.com。 uggaustralia.com.au就不是UGG Australia了。 UGG Australia是美国牌子，在澳洲注册没成功。也不是澳洲生产的。所以made in Australia的肯定不是UGG Australia.

可惜都是事后知道的。

David Jones
131 Elizabeth St


Sydney, NSW 2000
P: 02 9266 5133

[ 本帖最后由 Badlands_lee 于 28-10-2011 23:14 编辑 ]

Badlands_lee

经过几多磨难，今天终于去退鞋了。结果还收了我5块钱手续费，说Amex收了他们的。我说又不是我的错造成的，一人一半比较公平，但是还是被拒绝。店长（黑头发老外，像中东人）说是对我的favor，她们可以不退，然后说不退你是不是要去法庭，我说是的。她说悉尼人都那么忙，你还真的有时候去公平贸易投诉。我说为的是公平和正义。

退完了还说你已经要自己做好功课，我说我做好了打印好了给你的呢。她说不要再说了。还说你以后也别到我们店里来买了。

还说我们中国店员说你威胁说要到中国网站上去写，我告诉你，那是Defamation. 你学过经济法，你知道的。我说不用提醒，我知道什么是诽谤，你也不用威胁我。我只是说事实，我经历的事实。

只是我有生以来经历的最糟糕的一次顾客（退款）体验了。按说做生意的人，最怕得罪顾客了，都答应退款了，还要准备吵架。都说做生意靠的是word of mouth。大概中国顾客钱多，太好赚了，少一个不嫌少吧。

[ 本帖最后由 Badlands_lee 于 28-10-2011 22:35 编辑 ]

周星星1832

支持维权，等待后续

combread

支持一下楼主！

火点寒冰

我一个国内朋友过来也去那家店买过东西，其实悉尼很多小店也经营UGG，而且和QVB里那家店里的东西完全一模一样，可惜我那朋友是先在QVB里买过才看见别家店也有卖的。活活被宰了几十刀。

Alice.Tang

支持楼主，等下文

blueair

唉，UGGAUSTRALIA已经明确了不是澳洲生产的，之中国生产的了。支持楼主。

flylotus

我找过fair trading。提醒lz，证据是关键。
她们承认是自己的错，你当时有没有记录下来，让她们签字？或者你们的谈话有没有其他证人？如果到时候去了fair trading，人家完全不承认是她们搞错了，你咋办？ fair trading只认证据。

冰翡翠

这点很重要哦！

Badlands_lee

回复楼上的。是啊，我想录音。本来那个女的说你录就录。但是后来她有要求我删掉。这里录音好像要书面同意的。对啊，我应该让她们签个字。不过其他中国店员也在场，不知道她们会不会作证了。哎。你说这取证应该也很难的啦。她们总是不承认的多，这个该怎么办呢？

Badlands_lee

难道fair trading没有其他没办法取证了吗？郁闷中

冰翡翠

原帖由 Badlands_lee 于 15-10-2011 22:07 发表

                               
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回复楼上的。是啊，我想录音。本来那个女的说你录就录。但是后来她有要求我删掉。这里录音好像要书面同意的。对啊，我应该让她们签个字。不过其他中国店员也在场，不知道她们会不会作证了。哎。你说这取证应该也很难 ...

除非中国店员不想在那干下去了，否则一般情况下肯为你作证还是比较难的吧。

资料盒

我和fair trading 打过交道, 那个慢也, 和ATO差不多.....

ding-a-ling

谢谢楼主提醒，祝你申诉好运！

flylotus

原帖由 Badlands_lee 于 15-10-2011 22:08 发表

                               
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难道fair trading没有其他没办法取证了吗？郁闷中

fair trading不会帮你取证的。取证是你自己的事情，fair trading只是根据你的证据来判断谁是谁非，最后决定支持哪一方的诉求。

sunnyclh1211

UGG Australia 本来是澳洲羊毛鞋的统称，可惜被美国公司抢注了，没觉得美国的那个有什么好的，出了价格贵。
为什么一定要介意那个牌子呢，就像一定要背个LV一样

Badlands_lee

我投诉是为了公平和正义。因为她一开始没给我解释ＵＧＧ　Ａｕｓｔｒａｌｉａ她们店里是300刀，她给我推荐澳洲产的shearer，只要150.我也许会买，但是她直接塞一双shearer给我算什么意思。就跟你去耐克专卖店，有人给你一双李宁一样。 （这是给表妹带的，我本人不穿UGG, 否则也会有所了解）

Badlands_lee

下面跟雅思小作文：（第一封投诉信）

Your Complaint has been received by the NSW Fair Trading on 10/10/2011 - file number 5939272. Please quote this file number when dealing with us regarding this complaint.

Business/Trader identified: Country Classics Australia

Details of Complaint: I lodge this compliment because I was rejected to get a refund while the shop assistant gave me the wrong product.       The whole story is that:  I printed a page from UGG Australia ( An American brand of boots and the weblink is http://www.uggaustralia.com/womens-classic-short-boots/5825,default,pd.html?dwvar_5825_color=NPL&start=11&cgid=women-boots-classic) with model no. 5825 and searched the stores selling it. Then on 6th Oct night, I went to the store and tell the salesman(later proved to be the sore manager) that I am after UGG Australia and the mode no. is 5825 and also showed her the printed page.     Then she gave me a pair of boots  and I paid for it and took it home, later my friend told me it was not the brand UGG australia.      I came back today 10th Oct to ask for a refund as I wasn't given the right product. The store manager said it was her fault of not explaining what she gave me is not UGG Australia, the one I am after. But their policy is no refund, exchange only. Even other shop assistants agreed that it was their fault and they should do refund.     It was unfair and I am lodging a complaint as per article-Consumer rights: mythos and facts from fair-trading website. it says " you are entitled to ask the trader for a refund if the item you bought is not fit for the purpose you made known to the trader and you have relied on the trader's judgement. " In this case, I knew there are numerous brands of ugly boots. So I particularly printed out the product that I was after and expect the shop assistant to give me the right products. And they tell me they are exclusive store of UGG Australia, and so it was reasonable to rely on their knowledge.    I was quite hurt and there are so many tourists to buy stuff from the store and they are not clear of the various brands and they could end up like me. So I hope they can be educated besides the refund.

When NSW Fair Trading receives a written complaint, it is our practice to attempt to resolve the dispute through negotiations between the parties.  Fair Trading's intervention results in the resolution of more than 85% of matters.  Where resolution of a complaint cannot be achieved through negotiation, Fair Trading advises consumers of the other options that may be available to them.

NSW Fair Trading aims to finalise 85% of matters within 30 days of receiving the complaint.  In other cases we contact the parties within 30 days to advise them of actions being taken.

Please do not reply to this message as it has been automatically generated.

Regards,
NSW Fair Trading.

Badlands_lee

第一封公平贸易回信：


I refer to your correspondence dated October 10, 2011 regarding Country Classics Australia.

Your concerns were brought to the attention of Axx, manager of Country Classics Australia, who advised that the UGG Australia brand Model: 5825 is an American brand of boot. As you wanted the cheaper brand because the American brand was too expensive, you were provided with the Australian made boot. Anissa further advised that you were offered the opportunity to exchange the boots for the UGG Australia brand and pay the difference.

Axx has advised that Country Classics Australia is not prepared to offer a refund in this instance. However if you decided to make a further purchase from the store then they would be prepared to offer you a discount,the  amount of the discount was not indicated by Anissa.

In cases such as this, NSW Fair Trading attempts to assist the parties to negotiate a satisfactory resolution; however, it is not empowered to direct a trader to a particular course of action.

Should you wish to pursue the matter further, you may lodge a claim with the Consumer, Trader and Tenancy Tribunal.  The Tribunal provides an inexpensive and effective means of settling consumer disputes and is capable of making enforceable orders.  Please see the Tribunal website for more details on lodging a Tribunal application.

Applications can be lodged at any Fair Trading Centre, Tribunal Registry or online at www.fairtrading.nsw.gov.au/cttt.html.  Alternatively, you may choose to obtain your own independent legal advice.

NSW Fair Trading will retain the information you provided on the complaints management database used to monitor marketplace trends and practices.  These records also assist with the development of consumer protection strategies.

I trust that this information is of assistance to you.

Badlands_lee

我回公平贸易的信





Thank you for the reply and your efforts are highly appreciated.

Could I pead you to negotiate with the shop for another time, as I
have important things to clarify:

-- The first time I went into the shop and asked for the  UGG Australia
brand Model: 5825 with the price $150.  The shop manager confirmed the
price was $150, and I told her the price was got from the UGG
Australia website, and then she   took out the shoes ( UGG Original)
to me.  We finished the
transaction quickly. She did not mention that the shoes she gave me was
a cheaper brand and had no relations to UGG Australia ( the one I was after).
That's why I felt I was misled, as I was kept in the darkness and was
not given the options to choose.

If I had been told correctly upfrount that the UGG Australia (US
brand) I was after
was $300 and the $150 she gave was another brand, I would have  the
option of buying nothing.

-- I only found out what I bought was not genuine UGG Australia after
my friend saw them. Then I went back to ask for a refund, and I was
told about the difference between brands and was given the choice of
paying another $150 for UGG Australia brand, or keep the pair I got.

If I was told and chose to buy the cheap brand, why would I bother to
ask for a refund, and even proceed to lodge a complaint. I was fully
aware that the shop has the right to reject refund if the buyer just
change their mind.

I understand your role is to negotiate a resolution not issue an
order, however, do you agree that since the purchase is "not fit for
the purpose you made known to the trader and you have relied on the
trader's judgement."  and the seller was misleading, I should get a
refund for this case?

Would you kindly inform the shop their legal obligation to customers?
I would like to give the shop another opportunity to correct their
mistake. Otherwise, I have to go to the tribunal for a resolution.

Thanks and Regards

Badlands_lee

第二封公平贸易回信


> I refer to your correspondence dated October 10, 2011 regarding Country Classics Australia.
>
> Your concerns were brought to the attention of Axx, Manager Country Classics Australia, who advised that if you return the boots to the store, Country Classics Australia will provide you with a refund. If possible, please also return any packaging.
>
> In cases such as this, NSW Fair Trading attempts to assist the parties to negotiate a satisfactory resolution; however, it is not empowered to direct a trader to a particular course of action.
>
> Should you wish to pursue the matter further, you may lodge a claim with the Consumer, Trader and Tenancy Tribunal.  The Tribunal provides an inexpensive and effective means of settling consumer disputes and is capable of making enforceable orders.  Please see the Tribunal website for more details.
>
> Applications can be lodged at any Fair Trading Centre, Tribunal Registry or online at www.fairtrading.nsw.gov.au/cttt.html.  Alternatively, you may choose to obtain your own independent legal advice.
>
> NSW Fair Trading will retain the information you provided on the complaints management database used to monitor marketplace trends and practices.  These records also assist with the development of consumer protection strategies.
>
> I trust that this information is of assistance to you.

Badlands_lee

第三封我的回信

Would you mind that I report to you my experience of the refunding.
Axx, the store manager charged me 5 dollars because I paid via Amex
credit card. I said it would be fair to share the cost half to half.
Anyway, she insisted to charge me 5 dollars. It was not fair as it was
her mistake which caused the refunding. She said she was doing me a
favor of refunding as no other people got refund from the store, and
she said Sydneysiders were so busy, how can you have time to report to
Fair Trading. She couldn't understand I was here for fairness and
justice.

Moreover, she said you needed to do the research yourself, I didn't
have time to introduce the products to you, and even said you'd better
not shop in our store.

That's the worst customer (refunding) experience I have ever had. It
was such a shame it happend in my dream land and in a store in the
world-famous QVB.

Once again, thank you for your hard work and the negotiation.

[ 本帖最后由 Badlands_lee 于 30-10-2011 21:14 编辑 ]

Badlands_lee

我在这里只是分享一下我的经历，给同鞋提个醒。比如买了东西，只是改变主意要退款，这个不是每个店都可以的。一般来说大的百货公司是可以的。最好在付款前问清楚退换政策。
第二，如果自己被misleading或者东西有质量问题，一定要去公平贸易投诉。虽然花了2个星期多一点，但是你就是写个邮件而已，就当练习雅思作文嘛。顺带也了解了解澳洲的消费者保护到底咋样。也算一个体验。

superzxd

必须支持

ubuntuhk

总算有个好结果，谢谢Badlands_lee的分享

袋鼠的故事

LZ其实应该要UGG SHEAR(JUMBO也可以)，因为这2个牌子才是正宗的澳洲UGG，而且是MADE IN AU，质量很不错，有袋鼠标的。

至于UGG AUSTRALIA,那个才是不折不扣的MADE IN CHINA. 美国商人精明，在澳洲人之前就抢注了这个商标。UGG AUSTRALIA实际上是不值得买的。只不过老美利用自己的资本优势将其推广到全球。经典款在美国也要$135, 加上快递，邮费，接近1000 RMB了。

我就比较后悔，到澳洲后，没有抽出时间去买双JUMBO UGG，我记得在SYD的一个店看到的经典款打完折只要130刀。

gaohuiyang

支持维权！TPG 多收费，在网友朋友的提议下，到TIO 投诉，win!!!
现在又遭遇银行多收费，接着投诉，直到胜利。

greatplateau

感觉fair trading权利不大，商家都不太怕fair trading

ccen

支持维权行为。

但是，正如楼上tz所说，UGG sheara和Jumbo才是澳洲本地产的，UGG australia其实是美国货，中国产的。没了解下ugg，很容易就被迷惑了。

Badlands_lee

该案的关键不在于买什么牌子的UGG，而是作为一个消费者应该拥有的权利。她家可能就是靠UGG AUstralia的牌子吸引人来，然后卖澳洲牌子，（但是请注意可能比别家店贵）。