Ms. Leng has repeatedly traveled to and from the IKEA Siyuanqiao Shopping Mall and Shunyi Outer Warehouse, but she has no choice but to call the police to show that the workers have missed a bookcase. "Why didn't I find out the self-inspection? I want IKEA to give a reasonable statement!" After the intervention of the Beijing Times reporter, IKEA acknowledged that there was a flaw in the work and said that it would work hard to improve the shopping experience of consumers and avoid similar incidents.
>>Event recurrence
Out of the warehouse to pick up a bookcase
Ms. Leng introduced that on June 19 she bought several pieces of furniture at the IKEA Siyuanqiao shopping mall. The shopping area of ​​Siyuanqiao is limited, and the goods purchased by Ms. Cold must be taken from the outer warehouse in Shunyi. Ms. Leng invited a friend to help. At 6 o'clock in the evening, the furniture that Ms. Leng’s favorite was successfully shipped back home. But the excitement has not yet passed, Ms. Leng found that she lost a bookcase worth 1299 yuan.
Ms. Leng immediately called IKEA customer service to reflect the problem. The answer given by IKEA made her take a reassurance: "We will pick up the monitoring of the workers' delivery, and if it finds that the shipment is indeed missing, it will be replenished in time."
But the next day, IKEA's feedback was: After internal inventory, the furniture purchased by Ms. Cold has been shown to be shipped, without missing any items. “Is there a omission in the handling process? As long as the code is scanned, the shipment will be displayed, but in fact it has not been moved to my car?†For the question of Ms. Leng, the customer service can’t answer, but only indicates the feedback from the warehouse. There is no omission. If you have any questions, you can go to the Siyuanqiao shopping mall to find the customer service manager on duty.
The bill of lading is unclear and the consumer is difficult to count
When picking up the goods, I need to confirm that the goods are complete to be signed. This is also clear to Ms. Leng, but she said that it is really difficult for ordinary consumers to clear the dismantled furniture. The bill of lading provided by Ms. Leng showed that only the number of bookcases was indicated, but it did not show that the bookcase was split into several parcels. "When picking up the goods, I gave the bill of lading to the worker, and then he moved the goods. As a consumer, how do I know how many parts of a bookcase were dismantled, so I can’t count it, only what he gave me, I will accept it. what."
Alarm check and monitor to retrieve missing furniture
On June 22, Ms. Leng came to the IKEA Siyuanqiao Shopping Mall to find the customer service manager on duty. After describing the incident, the manager said that since Ms. Leng had signed and confirmed the receipt, she could only be responsible for it. “The one sentence that received the most from my duty manager is: Sorry, I can't help you.†He told Ms. Leng that the outer warehouse and IKEA are suppliers, and there is nothing he can do. "I can't give me the surveillance video at the time." The duty manager even suspected that the friend who helped Ms. Leng lost the furniture.
Ms. Leng drove to Shunyi and found the workers who provided furniture for herself at the time, but did not ask for valuable information. She had no choice but to return to the Siyuanqiao shopping mall, thinking about it again and again, she chose to call the police. The police then took the surveillance video of the day's handling of the furniture, which clearly showed that when the workers handed the furniture to the cold lady friend, the bookcase was lost. "I bought two big and one small bookcases that day, one big bookcase was split into two packages, and the small bookcase was packaged separately, so it should be four big one small five packages. The monitor shows that the workers only gave us two big ones. Small, three parcels, obviously one less bookcase!" Under the iron certificate, the duty manager at the time said that he would contact Ms. Leng as soon as possible. The next day, IKEA called and said that the goods were found. "You come to pick up the goods yourself." Ms. Leng refused very angrily: "Tossing for so long, I didn't even have an apology, but I also went to Shunyi myself. Go pick up!"
Is there a loophole in the service?
On June 26, IKEA sent the missing bookshelf to the house of Ms. Leng, and the matter came to an end. However, Ms. Leng always had a flaw in her heart. She called IKEA customer service to describe the ins and outs of the matter. I hope that IKEA will tell her the process of self-examination and the cause of the incident: "Tell me for myself!" But I have never received any Feedback.
Ms. Cold is curious: Why did IKEA self-examination not find out the missing goods? Did they check and monitor? Is it just to use the phrase "all goods are shipped!" to smash consumers? "If it wasn't for me, wouldn't it be impossible?" Ms. Cold said she needed a sincere explanation from IKEA.
>>IKEA response
Acknowledgement of missing hair indicates rectification
IKEA told the Jinghua Times reporter that the "friends" who helped Ms. Leng to pick up the goods had a large number of return records at IKEA.
IKEA is deeply sorry for the leakage of shipments and the inconvenience to consumers. “The delivery process of Beijing Outer Warehouse is handed over to the IKEA customer service staff by third-party employees, and then handed over to the customer for confirmation by the IKEA customer service staff. Since some commodity numbers of IKEA correspond to several flat-panel packaging, it will lead to leakage delivery. Case."
As for why "self-examination" did not identify the problem, IKEA acknowledged that there was a flaw in the work, and said that it would work hard to improve the consumer's shopping experience, use mobile terminals to instantly monitor the flow of goods, fine service processes, and avoid similar incidents.
>>Consumer tips
Be sure to check and sign again
There are more and more cases of furniture coming or being mailed to the door. Subcontracting after the furniture is dismantled is also a common method used by the merchants, which makes it difficult for consumers to count the quantity. IKEA also said that the leak was caused by a single product number corresponding to multiple flat packs. Jinghua Home is here to appeal to furniture merchants. It is best to refine the bill of lading to the specific number of packages, such as: 100cm × 130mm packaging, etc., so that similar disputes can be effectively avoided.
As a consumer, points must also be serious. The reporter learned that as long as the signature confirms the receipt of the goods, once the problem of the shortage of the business is found, it will be difficult to solve. The reporter called 12315 to consult the solution in the case of Ms. Leng. The hotline service staff said that although she is very willing to believe that the business is missing the delivery, the merchant suspects that it is normal for the consumer to lose the goods. "Once the signature is confirmed, it is necessary to prove that the merchant goods are not given, then the consumer must provide evidence." The reporter suggested that the industry and commerce bureau should be asked to intervene to obtain evidence such as monitoring, but the staff suggested that the situation should go directly to the judicial channel. “The Trade and Industry Bureau only accepts written evidence. The evidences such as audio recordings and video recordings cannot be used here.†In the case of Ms. Leng, although the monitoring and monitoring used police power, it was fortunate to find evidence, but if there was no receipt Monitoring facilities, it is even harder to provide evidence.
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