| Name of Complainant | |
| Date of Complaint | November 22, 2020 |
| Name(s) of companies complained against | Mango |
| Category of complaint | E-Com & Retail |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I’m writing to formally complain about a black nape biker jacket I recently bought on Tmall China’s Mango Official Online Store. At the first sight, I was attracted to it and decided that it would be a birthday gift to my father. On 11 Nov 2020, I used the vouchers provided by Tmall on Single-11 Sale so I bought it with a good price but I don’t think that I deserve to receive a product with ‘discount on the quality’. The courier was fast which took merely 2 days from Shanghai to Guangzhou.
Yet, when I opened the package and was about to appreciate this jacket, I astonishingly spotted some white and aquamarine-ish moulds on the metal zipper, pullers, buttons, etc… I was and I am now still shocked beyond words to describe those complicated feelings when I saw this ridiculous thing happened to a brand I am always fond of so much! Moulds could not be easily “popped up” and I started to be scared to think about the environment in which this jacket had been stored, especially at this special moment with the fright of Covid-19.
Then I contacted the customer service team on Tmall and asked if there was any solution they might have. They apologized and asked me to return this horrible jacket and to place another order when the product is available with the same price I had, but I rejected with the following concerns:
First, I refused to return this jacket as it contains moulds visibly or invisibly. I also asked whether they will accept this jacket if I intentionally destroy it in order to guarantee it would no longer be suitable for sale again. They rejected and said they will have this jacket go back to the factory to be repaired. I asked because I don’t think another customer will accept a repaired or renewed jacket with the expectation of receiving a new cloth.
Also, the page of this product shows “off-shelves” status and I’m not sure if there will be enough stock of good quality product. Therefore, I think it’s not suitable for them to ask me to keep an eye on the page and order when it’s available.
Additionally, I and my friends are very disappointed with the quality assurance of Mango. They are also paying close attention to my case and I sincerely hope that Mango will provide a reasonable solution on my case and emphasise more on quality control on the products, rather than simply asked me to return and place a new order when it will be available.
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