Canada Goose sparks new flame in China over return policy

A sign of Canada Goose is painted outside its store in Sanlitun, Beijing
A sign of Canada Goose is painted outside its store in the Sanlitun area, China, Beijing, December 15, 2018. REUTERS / Jason Lee / File Photo

December 2, 2021

By Sophie Yu and Brenda Goh

BEIJING (Reuters) – Canadian winter clothing maker Goose Holdings Inc has caused controversy in China over a dispute over its return policy, with a city consumer watchdog calling it on Tuesday. meetings and other groups accused it of “bullying” customers.

The latest outcry against the high-end down jacket maker comes just three months after the winter clothing brand was fined for false advertising and as Chinese regulators became more active in its crackdown. protect the interests of consumers.

Canada Goose has become a hot topic on Chinese social media in recent days as it handled a case involving a customer who wanted to refund her purchases amounting to 11,400 yuan. currency ($1,790.17) after quality problems were discovered.

She said she was informed by Canada Goose that all products sold at its retail stores in mainland China are non-refundable, according to her account that went viral online.

Canada Goose declined to comment on the specific case to Reuters but said that customers are eligible to receive a refund within 14 days, based on Chinese law, if their purchase has a problem with the material. or workmanship – a stance also reported by Chinese media.

However, that hasn’t quelled the criticism of the brand.

The government-backed China Consumer Association (CCA) said: “No brand has any privileges in front of consumers.”

“If you don’t do what you say, consider yourself a great brand, behave arrogantly and in a superior way, apply policies that discriminate, condescend and bully your customers, you will certainly lost consumer confidence and abandoned by the market,” said CCA.

The Shanghai Consumer Council said it convened a brand representative on Wednesday for talks to explain its refund policy in China. However, it said it was not satisfied with Canada Goose’s response and would meet again with company officials next week.

Chinese state broadcaster CCTV called Canada Goose an “arrogant” on its WeChat account on Wednesday.

(1 dollar = 6.3681 Chinese Yuan)

(Reporting by Sophie Yu, Brenda Goh; Editing by Kim Coghill & Simon Cameron-Moore) Canada Goose sparks new flame in China over return policy

Bobby Allyn

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