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Written by: Liang Huanmin
2021-02-17 12:39
The last update date: 2021-02-17 12:40
Jewelry is a favorite of many women, but when consumers buy jewellery, they are easily attracted by design, price or discount factors, but they lack professional knowledge to identify and appraise the crafts and materials of jewellery, etc., often after purchase Disputes arise when the product quality is suspected or the product is found to be inconsistent with the claim.
The Consumer Council received a total of 210 complaints about the consumption of jewellery last year. Among them, the number of complaints bought a platinum ring with natural diamonds worth about 130,000 yuan from a jewelry store company. The diamond ring was made of 1 pear apricot pink. Inlaid with diamonds and other broken diamonds.
The complainant discovered that the only pink diamond on the ring was missing, so he reported to the relevant jewelry store company.
The complainant stated that after searching the internet for diamond ring design and setting work from other companies, it was found that the diamond ring was mostly surrounded by a similar triangular claw holder, but her diamond ring did not.
(Data picture/not related product)
The complainant stated that after searching the internet for diamond ring design and setting work from other companies, it was found that the diamond ring was mostly surrounded by a similar triangular claw holder, but her diamond ring did not.
Since the complainant bought another diamond ring in the same store in the early years, it also had a triangle-shaped claw holder. Therefore, he suspected that the pink diamond came off because of the unstable setting. He complained to the Consumer Council and asked the relevant company to do it for her free of charge. Reconfigure and set the same diamond.
However, the jewelry store stated that the complainant’s diamond ring had been purchased for several years, and there was a chance that the diamond would be taken off due to daily wear and collision, saying that a similar pink diamond could be configured for her, but the cost of purchasing the diamond was borne by the complainant.
Since the relevant company has participated in the participating merchants that the Consumer Council jointly launched the "Code of Practice for Jewellery Retail Business" in collaboration with the Hong Kong Pearl, Stone, Jade, Gold, Silver and Jewellery Merchants Association and the Kowloon Pearl, Stone, Jade, Gold and Silver Jewellery Merchants Association in 2017, the complainant agreed to submit the case It was coordinated by the investment review committee, and the complainant finally accepted the recommendation of the investment review committee and purchased another pink diamond for free re-setting.
The Consumer Council mentioned that in 2017, together with the Hong Kong Pearl, Stone, Jade, Gold, Silver and Jewellery Merchants Association and the Kowloon Pearl, Stone, Jade, Gold, Silver and Jewellery Merchants Association, the "Code of Practice for the Jewellery Retail Industry" was launched to establish comprehensive and clear business guidelines for the industry. Strengthen consumers' confidence in buying jewelry.
The Consumer Council and the industry have an independent complaint review committee, which is responsible for monitoring whether jewellery merchants who have promised to adopt the code actually comply with it, and assist in resolving consumer disputes on the basis of maintaining good customer relationships and focusing on mutual consultation.
The Consumer Council pointed out that when the complainant went home and looked at the receipt in the box, she found that the receipt was written "a jade bracelet with a B". She immediately suspected that the bracelet was not "A jade".
(Photo of Hong Kong Jade Chamber of Commerce)
Another complainant bought a jade bracelet in a jade shop. The staff recommended a jade bracelet to her and claimed that the bracelet would become more transparent when worn. According to the complainant’s knowledge of jade, only natural jade, which is commonly called A jade will become more transparent as you wear it, so I am convinced that the other party recommends a natural jade jade bracelet, so he paid RMB 2,800 by credit card.
However, when the complainant went home and looked at the receipt in the box, she found that "Jade bracelet a B" was written on the receipt. She immediately suspected that the bracelet was not "A jade".
The complainant confronted company B.
The staff argued that the jade bracelet was never said to be natural jade, and even claimed that many neighbourhoods knew that all the items sold in the store were "B jade."
As there was no "A jade" bracelet in the store for the complainant to replace, the staff said that they could try to find other suppliers for her, but the complainant was dissatisfied with it.
The complainant believes that the store did not clearly inform the jade bracelet as "B jade", nor did it take the initiative to inform customers that the store only sells "B jade", which is unfair to customers.
The Consumer Council contacted the jade shop concerned to try to mediate. The staff reiterated that only the transparency of the jade bracelet was mentioned during the sale, without specifying the level of the bracelet. They believed that there was no misleading, and decided not to provide replacement services. Due to the unsuccessful mediation, The Committee recommends that the complainant can be pursued through the Small Claims Tribunal when necessary.
The Consumer Council pointed out that when the complainant went home and looked at the receipt in the box, she found that the receipt was written "a jade bracelet with a B". She immediately suspected that the bracelet was not "A jade".
(Photo of Hong Kong Jade Chamber of Commerce)
In addition, after purchasing special products, it was discovered that the merchant did not provide repurchase services. The other complainant was a 70-year-old elder who was also a long-term customer of the company under complaint.
When she received a holiday gift from the company, the staff recommended diamond jewelry and tried to persuade her to buy it. The complainant was attracted by the style and bought a platinum pendant with natural diamonds worth 26,600 yuan. The payment was made by credit card in installments, and the receipt was requested by the staff. Signed.
The staff of the company packed the diamond pendant for the complainant and told her before leaving that there was no repurchase for the discounted items. The complainant went home and looked at the receipt, only to realize that the receipt was printed with no repurchase clause.
The complainant stated that she was old and did not wear glasses in the store to read the provisions. Moreover, she had been a long-term customer of Company C for many years, and she had never encountered a jewelry repurchase arrangement.
The complainant then complained to the Consumer Council that the employee of Company C had not made a verbal statement in advance, and asked her to sign while she did not pay attention to the provisions. After mediation, Company C decided to deal with it as appropriate and returned the full payment to the complainant. The case was resolved.
The Consumer Council recommends that consumers should understand in advance the legal definitions and sales requirements of various gems and precious metals, as well as the attributes of their favorite products, and check whether the product information on the receipt is correct.
(Profile picture)
The Consumer Council recommends that when purchasing jewellery, consumers should understand in advance the legal definitions and sales requirements of various gems and precious metals, as well as the attributes of their favorite products, and check whether the product information on the receipt is correct; pay attention to whether the merchant provides maintenance and After-sales service, such as jewelry cleaning and repair, repurchase or replacement of goods according to terms, etc., and require merchants to specify in the receipt; when wearing jewelry, avoid bumping with sharp objects to prevent scratches, and store jewelry when not wearing Return it to the protective box or velvet bag to reduce the fading of the jewelry due to temperature or humidity due to long-term exposure.
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