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累积150起网购投诉 榴莲商品牌闹双包!

by 蓝桑
26/07/2020
in 公民社会, 报道, 新闻, 时事, 社交媒体, 社区
Reading Time: 1 min read
0

脸书群组Victims of duriansexpressdelivery.com收集受害客户的投诉,甚至报案,要求退款。(取自脸书专页)

在冠状病毒19疫情期间,榴莲摊也提供网购服务,但正牌商家的品牌竟也出现“山寨”,而且两个品牌间的差别只是少了个“s”,使得顾客“错把冯京当马良”,累积150起针对投诉。

据《8days》报道指出,Durian Express Delivery网上商店于在2019年12月开始经营,但是和另一家较新的商店拥有相近的名字,Durians Express Delivery,多了个“s”字。两家店都有网上服务,且网址和商标都很接近,因此出现了不少乌龙事件。

正牌商家名誉受损

然而,当这些“搞错”的客户们在收到据说“烂”和“冷冻”的榴莲后,麻烦就开始了。少个“s”的榴莲商家Reece Lee(32岁)在接获民众抱怨时,倍感无辜,更因此导致名誉受损和失去客户信赖。

Reece Lee:“两家商店名字的差别就在一个‘s’字”。(图片取自《8days》)

他指出,被误认为是恶劣商家,每天都要面对10到20个投诉,“如你所见,我们建立的形象都被(新店)毁掉了”。“对我们来说,开展业务和获得客户信赖并不容易,客户们必须信赖我们,才能在看到实物之前付款。但是这份信赖已经被人滥用了。”

商家列出了两家店的差别,包括其公司名称中的榴莲没有‘s’字母,商标也是用罗厘侧面,网站上的名字在脸书和Instagram是一样的。而Durians Express Delivery在脸书上有三个专页,名字分别为Top Grade Durian、Top Grade Durian Singapore以及Top Grade Durian SG。

此外,两家商店网页的追随者和关注者数量也不一样。

Reece Lee指出两家商店的追随者都有不同。(图片取自《8days》)

他指出,面对被控诉时,他曾花费很长时间进行解释,并且觉得备受挫折。“然而,我们想让民众知道我们是货真价实的商家,因此为了维护客户利益,还是可以接受的。”

“面对理智的客户,他们会了解到我们并非该名商家,但有些客户花费数百元购买榴莲,而这个数目对一些人来说,是非常多的。当你告诉他们不是你的时候,他们就感到非常沮丧。”

购买三盒获得一盒

一名曾是此案件受害者的34岁公务员指出,她花费144元购买三盒800可的红虾,但是只收到一盒,且还是“不熟”的。据她展示的图片中,只见榴莲呈现淡黄色,并没有红虾的鲜艳橙色。“其中一粒(种子)是酸的。我女儿吐出来。(他们)以为我们没有吃过红虾吗?我以为他们是没有‘s’的榴莲快递。我不会(故意)向没有成立的榴莲公司订购。”

不知晓搞错了商店,这名公务员立刻作出投诉,“我以为他们是一样的,所以我很生气的发短信给他们”。而在了解其中应由后,她准备向犯错的公司投诉,但是“该公司没有电话号码和电子邮件地址。公司看起来很可疑,因为你下单购买榴莲后,没有(电邮)收据”。讽刺的是,该商家的网页上还写着“our happiness-focused customer service team are just a call away(只要一通电话就能联系我们致力于打造信服的客户服务团队)”,但是却没有留下联系电话号码。

公务员在发出多个脸书信息后,并没有得到任何回应,因此她怀疑自己已经被拉黑了。

另一名受害者,40岁的分析师,也花费了224元购买三种榴莲,即猫山王、黑珍珠和黑刺,但是所获得的榴莲“无味、结冰、果肉拐角处呈现黑色,且不确定品种”。同样地,他没有收到收据,下单后没有消息,只有信用卡账单上有标注电话号码和店名为Top Grade Cheap Frozen的商家。

受害者展示所获得的榴莲“无味、结冰、果肉拐角处呈现黑色。(取自《8days》)

“直到我再次用信息轰炸该公司后,才有简讯恢复说已经确认订单。当(坏的)榴莲送到时,我感到震惊就再发送多次信息给他们。自那次之后,他们再也没有回复了。”

40岁的饮食业者则面对冰冻榴莲在融化后,只剩下种子的情况。他表示当时订购了三盒榴莲,即猫山王、D24和红虾,付了156元,收到的却是冰冻榴莲,而且解冻后的榴莲已经开始呈液状。他因此要求商家退款,对方却直接没有做出回应。

脸书设立受害者群组

饮食业者和公务员在加入脸书上,名为Victims of duriansexpressdelivery.com(durians express delivery受害者)群组后,才知晓有这么多人被“骗”了。该群组共有206名成员,于今年7月5日,由一名同样感觉被骗的人士所创建。 “他被骗了,他相信很多人也被骗了,因此下定决心要解决这个问题。”

该群组希望透过舆论的力量,来取得成功,除了要求商家退款,更能够负起责任。他们也已经联络了Durian Express Delivery的商家,希望该商家能够将受害者转到他们的脸书网页去。“我们正在尝试帮助他,他的榴莲很好,但是被(不负责商家)做败了。”

受害者展示订购后,所获得的榴莲并非所订购的,还不确定品种。(取自《8days》)

部分脸书群组成员都已经报警,并向新加坡消费者协会报案,而在案件累计到约150宗时,群组就将案件清单交给警方,甚至转发给新加坡公里公署、内政部长兼律政部长尚穆根等。

公务员表示,随着案件的增加,该群组终于获得警察署商业事务部的回应。“商业事务部官员给我们(该商店的)联络号码,让我们要求退款,并保证即使我们获得退款,调查还在继续进行。”

他们透露,虽然有些受害者获得了退款,但是有些人(分析师是其中一人)再被商店拉黑后,就无法取得退款。

发言人指商家没经验

据《8days》指出,他们曾联系Durians Express Delivery,但是发言人在电话上表示,他“不是员工、不是合伙人,只是帮助朋友贾斯帕(Jasper)”。他指出,贾斯帕创办这家公司,因为这是榴莲季节,相信很多人会尝试通过(网上营销)在冠毒期间赚取额外收费。“他不是一名头脑清晰的商人,才26岁,没有经验,不知道如何处理好。”

当被询及为何成立和其他商家名字如此类似的商店时,发言人表示贾斯帕找错了提供协助的行销公司,他的工友告诉他这么做的。“运营中,市场行销忽然改变策略,改为若没有新鲜榴莲,就提供冷冻食品,并补充说这是作为保护层。这是一句我所知道的。一路来,贾斯帕的商店都叫做Top Grade Frozen Durians。”

在被问到为何售卖冻坏或腐烂的榴莲时,发言人表示,“冰冻榴莲是作业程序。不是故意的。贾斯帕冷冻榴莲是为了确保它新鲜。但是他不懂怎么做,还招募了很多糟糕的员工。他没有给出清楚指示,所以我不怪员工。一篮子榴莲中,总有一、两个不好的。没有做好质量调查,就把全部送出去。”

针对缺乏客户服务时,发言人表示“负责客户服务人员(也是贾斯帕的朋友)已离开,显然他并没有做好他的工作”。发言人表示并没遇到给出无礼回应,如‘我让树来回收榴莲’的客服人员,但是他相信贾斯帕已经解雇所有人了。“他和客服人员目前的情况很糟糕,已经没有朋友做了。”

发言人最后向媒体保证,该商店已停止运作了。“商业调查局给了贾斯帕一个期限,要他在两周内解决这些纠纷”,但是他却拒绝让媒体直接和贾斯帕交流,“我们对进一步交流不感兴趣,他只想尽快结案。我觉得我已经透露足够信息了。谢谢”。

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