Canada Goose is once again in the hot seat in China.
Customers and consumer groups in China say the expensive parka maker’s return policy in the country is discriminatory – and confusing at best.
The fury started when a Shanghai customer told local media that the company refused its efforts to return a damaged $ 1,800 jacket she bought in October. She claimed the embroidered logo was faulty, according to local media.
His account went viral and angered the Shanghai Consumer Protection Commission – just three months after the Canadian company was fined around $ 70,000 by Chinese government regulators for it. she called it misleading advertising on her goose down.
The Shanghai customer’s story sparked a social media frenzy, with some consumers calling for a boycott of the brand.
The China Consumers Association and public media have described Canada Goose as “arrogant and superior,” according to the South China Morning Post.
And the Consumer Protection Commission held talks with Canada Goose on Wednesday, with more scheduled for next week, according to the publication.
The dispute relates to the customer’s account that she was asked to sign an exchange policy at the store where she purchased the jacket which read: “Unless otherwise provided by applicable law, all products sold in stores of Canada Goose retail in mainland China are strictly non-refundable, ”according to the South China Morning Post.
But the company’s China website says items purchased within 30 days can be returned to any store in the country where they were originally purchased, as long as they meet the return policy, which includes ‘be unwashed, unworn and with the original tags still attached, says the publication.
Canada Goose did not immediately respond to the comments, but clarified its policy saying that customers can get a refund for their purchases within 14 days, according to Chinese law, if there are any issues with the know- make the mark, the company told Reuters.
Canada Goose is not alone among major global brands facing a backlash in China, which has been the subject of global criticism on human rights issues.
A host of businesses from Nike, Burberry, Adidas and H&M have faced negative consumer reactions fueled by social media this year.
Chinese Foreign Ministry spokesman Hua Chunying said earlier this year in response to questions about Western companies facing boycotts after expressing concern over alleged human rights violations in the country. ‘Chinese Cotton Industry: “Anyone who offends the Chinese people must be prepared to pay the price.