STP 購買 factory second的不愉快經驗及STP回應態度

jojo0929 wrote:
2018-04-17 04:28 #1
回文私訊連結引言收藏推薦評分回報
本人近來對鞋靴很迷，也常逛鞋靴樂板，但收入有限，僅足以餬口，沒什麼值得拿出來分享的收藏，因此只有默默潛水。但是最近一件外國網站買鞋的經驗非常不爽，不吐不快，也供各位參考。

在板上認識了近來很夯的白菜網站(中國用語)STP，看版上的體驗大都不錯，只有少數比較負面的經驗，逛了很久喜歡的沒有自己合適的尺碼，又或者雖然產品誘人，但折扣下來還是超出自己可以接受的預算，無意間逛到這雙女鞋，https://www.sierratradingpost.com/chippewa-plain-toe-lace-up-boots-leather-6-for-women~p~207am/

覺得這雙靴子看來不錯，(後來板上有也人開箱了)主要是超划算，原價2百多鎂，折扣價是59鎂，有注意到這是factory second(瑕疵品)，但看下面的評論都說不細看找不出可以挑剔的地方，簡直比正品還好，這款鞋評價不好的地方大概就是有人認為太窄了，小弟的腳型是偏瘦薄的，心想外國女生一定也有腳Y子大，的評論裡也有說自己是寬腳板，也穿得下。於是就想試試，畢竟折扣很迷人，不如賭賭看吧。

因為STP的送外國運費挺貴的(對我來說)，基本就要49鎂以上，若不是一次買大量或高單價產品，或在STP買超划算的品項，買少量，低價，或普通的東西，把運費可能關稅加進來划不划算看個人吧。網路爬文得知有轉運公司，算起來一雙普通重量的鞋子大概600元可以搞定，而且不容易被科稅，於是就用轉運寄回台灣。

前一陣子期待已久的靴子終於來了拿來試穿果真挺窄的，特別是腳弓的地方，其實腳掌的部分倒是還好，左腳OK，右腳感覺比較擠。看一下外觀的部分有點小失望，

兩隻鞋在前面沿條削的不是很整齊，比較奇怪的是右鞋沿條前半部沒有塗漆，不過知道這雙鞋是所謂factory second，不能要求盡善盡美，畢竟這打了這麼大折扣。剛送來其實只是試穿，並沒有實際拿去走，前兩天有空，穿了鞋帶在家中走了幾分鐘，覺得右腳感覺卡卡，的把鞋子脫下來再細看，右邊的鞋舌好像不太正，喬來喬去就是喬不正，這雙靴子鞋舌是所謂gusseted tongue，就是通常為了增強防水效果，鞋舌根跟鞋身相連接的部位做得很高，而這隻右鞋舌的鞋翼一邊長，一邊短，相差還蠻多的，以至於鞋舌一直是往靴筒右後方跑，而左鞋就做得很正常，鞋舌左右翼等長，所以鞋舌就是在正中央，頓時理解這隻右鞋不只是外觀有問題實際上做工也有問題。







之前在板上關於在STP 買的factory second 文章常戲謔說好運得時鐘，歹運得龍眼。但說得到龍眼開箱的大大其實也就是外觀有比較明顯的傷痕，倒不是鞋子真的穿來有什麼問題。我之前看STP上面對factory second的定義是"These are items with barely perceptible blemishes or slight irregularities that do not affect fit, performance or longevity " ，翻譯是外觀有些不細看不能發現的汙漬或輕微異常，但不影響適腳(或合身)性能表現或產品壽命。這雙右鞋鞋舌歪很大基本上就影響穿著的實際適腳性及舒適性，心中越想越不爽於是先去產品頁上的評論區抱怨，並且傳了幾張照片過去:

This is my first time shopping at STP. I knew they were factory seconds before purchase, but still hoped got a pair of good shoes. However I was wrong. They are barely usable and far from acceptable. The left shoe is OK -- no noticeable defects . The right one is awful-- the welt around the front part is a total failure-- unevenly trimmed; not even bothered to be painted and seemed like a rough semi-finished product. What's worse, the tongue was unevenly cut, so one wing is longer than the other. Hence the tongue never stays in the middle and tilts back to one side of the shaft. According to your definition of 2nds : "These are items with barely perceptible blemishes or slight irregularities that do not affect fit, performance or longevity ", with the tongue always slants back to one side, how could I wear them normally with comfort? And how could Chippewa or STP ever let this poorly made and seriously faulty shoe available on the market although I bought them at a good discount ? If I had knew this pair of shoe were made with horrible craftsmanship like that, I would have spared the time and money for something really worthy. I live abroad, not sure want to return them but very disappointed with STP and Chippewa.

小弟大學讀文組不是外文系的，一般溝通算可以吧，版上英文程度好的大大請輕批。STP的留言機制說留言於72小時內會審核是否通過，到目前筆者寫這邊抱怨文時間算來已超過72小時，我的評論還沒出現，看來是被拒絕刊登了。雖然小弟自認根據事實陳述，並無誇大造假，但STP可能覺得點到他們的痛處了吧，之前的留言基本上都是一片叫好，頂多就是覺得鞋子窄了點，我不知道有沒有人抱怨過關於鞋子本身質量的問題，但我看就算有，站方不見得會讓你刊登。

隔一天我決定把東西退回去，我覺得這鞋子本身功能性有問題，並不只是並不是STP說factory second最多就是外觀不如人意而已，當初從美國寄來台灣的運費就算了，那退回去的運費STP總該要出吧，所以基本上把上面沒有被刊登的留言照抄，並要求STP負責回去運費，
後來等了一陣子有一位叫Gayle的客服回覆我:

Thank you for contacting Sierra Trading Post Customer Service regarding the boots sent in order E32993406. We sincerely apologize for the delay in responding to your email. We would be delighted to assist you!

We are truly sorry to hear you're not happy with the boots, 我的英文名. You may certainly return them and we will cover the return shipping charge providing you mail them from an address in the States. Thank you for understanding our position in this matter. If you opt to keep the boots, we would gladly issue a partial refund: $12. Please let us know what we can note your customer profile. You may respond to this email. For faster service, or time sensitive issues, please keep in mind, we offer a Live Chat option via our web store. This communication venue is open from 5 AM to midnight, mountain time, daily.

Please know, we are not responsible for orders that are shipped to an address in the States and then forwarded on to an international destination. Going forward, we ask that you have your US point of contact inspect your order before sending it to you. All issues must be reported before the order is sent outside the US.

Have an excellent day! If you have any other questions or concerns, please don't hesitate to contact us. We are always happy to help!

裡面當然是有些客套話，除此之外，嘿嘿，
有些大大比較少練英文的，我稍微摘要一下:
1.你要把產品寄回來OK，如果你從美國的地址寄回去那這運費我們出(從美國以外我們不負責)
2.你把鞋子留著的話我們退你12鎂
3.你想怎麼做讓我們知道這會記錄在你的客戶資料檔裡
4.切記像你這樣的用美國轉運公司的地址再轉寄到海外我們不負責
5.從今以後你叫你的在美聯絡人(轉運公司)檢查你的包裹，在寄給你之前有問題當場說出來(OS:我不知道說出來又如何)

我不知道各位大大覺得STP這位Gayle的處理如何，我自己讀了是覺得歸覽趴瓦斯，所以我回了一篇文回去:

Dear Customer Service Staff,

It seems that you don't wanna cover the international shipping fee (in fact that won't be too expensive ,maybe 30-40 USD ). Alright you lose a potential long term customer for the sum that's what you think I'm worth. And I don't even ask you to compensate for the shipping fee from the USA to Taiwan.

Please ask yourselves whose fault the whole thing is ! The credulous customer who believed that you would fulfill the responsibility to make sure even the 2nds true to their promise : "These are items with barely perceptible blemishes or slight irregularities that do not affect fit, performance or longevity"?

Did you do that? Did you check your items after receiving and before shipping them? Don't you really think a wrongly cut and sewn shoe tongue doesn't affect the normal daily use and it still conforms to what you call 2nds? You sent me crap like that and boast American made craftsmanship? Are you kidding me?

And why is my comment about the shoes on the product page still not approved? Is it the truth you don't want people know ? Maybe someone purchased them before and returned them and you still sold them to me? You knew they are seriously flawed but you still sold them again? Didn't you?

Anyway I will sent them back and I want you to reimburse the returning international shipping fee. That's the least you should do. You take international orders; you knew I'm from Taiwan at first, and you accepted the credit card issued by a Taiwanese bank. The only difference is some Taiwanese use direct shipping and some use forwarding agents. You want me to believe you sent me any crap like that and I either cover the back and forth costs or keep the badly made product , OK. It's the the era of Internet. People share information online. You have many customers from Taiwan who get to know you via web word of mouth. If you think your refusal to cover the returning the international shipping fee is righteous, then insist on it. Taiwanese customers would know STP sells 2nds and treat you as 2nds.

Once again let me know the returning process, and imo they shouldn't be on the market and pretend they are 2nds.

這位Gayle(代表STP)基本上完全不認為他們這雙鞋子作工有問題，不符合自己對factory second的敘述(或保證)有任何愧疚之心，通篇都在數落教訓客戶誰叫你要用轉運公司，現在鞋子有問題你看都是你自己的錯，他們倒很大方，如果我保留鞋子要退我12鎂。哈哈!首先我所知道或我使用的這家轉運公司就是單純把收到的美國公司的東西寄回台灣，他們有拍照服務(要加錢)，但不會幫客戶退貨(這得多麻煩,怎麼判定)，當然貨物在轉送過程中有可能造成損壞，但這跟我的案例有何相關性?的確今天我把美國地址的東西寄來台灣，然後東西本身質量有問題，我去要求廠商負擔國際運費好像不近情理，但今天這個品項本身就有直寄台灣，只是比較貴，如果當初我用STP指定的貨運，產品有問題，我不只要求回去的運費他們付，寄來的運費當然也是他們要賠償我(STP會嗎版上大大有相關經歷嗎?)

就是因為我沒有選直郵，所以只跟他們要求由他們負擔退貨運費，今天我買的鞋子大了小了寬了窄了實際樣式材質不如預期，我總不可能去要求免運費退貨，一定是自己承擔。我就是當初相信STP對factory second的保證，至少功能性沒問題，現在他們寄給我的是連factory second都稱不上的東西，那STP到底保證消費者什麼?他們要做外國人生意，也知道買東西的是外國人，會拿回外國去，產品質量有問題就推拖說不是直郵不負責，我今天最不爽的就是STP要做factory second生意，那他就得確認實用性沒問題。我猜這雙鞋之前有人退回去過(原本賣完的size又出現)，你一次沒發現鞋舌有問題，人家退回來你還沒發現?又或者他們明知鞋舌有問題，但覺得這不是問題，你買折扣品有各種問題是應該的，那當初為何又要向消費者說factory second只有些外觀瑕疵?

我知道板上有很多大大都是STP的愛用者，也在STP上用實惠的價格買到好的東西。我不能否認，也很羨慕，所以當初才會嘗試。不過這一次看來偷雞不著蝕了好幾把米。首先吃屁娃列為拒絕往來戶(鞋做壞了還要拿出來賣,何必)，再來我就算看到板上大大介紹STP的好康我還是謝敬不敏，他們再有任何不買就會終生遺憾的東西，我還是很好謝謝再聯絡(我這種小咖其實也買不了多少)，倒不是我人品不好而是這家網站網品不好(我認為啦)。...(恕刪)

yoshiyoyo wrote:
第一次買美製靴子嗎 建議完美主義者 不要碰 有強迫症者 更不要碰

自己說賭賭看 然後又不服輸 ...(恕刪)

Iristom wrote:
你付的運費，是美國本土的運費！而他們對你的補償，也是美國本土的運費成本！我認為他們是合理的處理這件事！...(恕刪)

喬丹大帝 wrote:
千萬別讓STP知道你是台灣的訂戶
到最後讓台灣被拒往...(恕刪)

Hsu43490 wrote:
說穿了，有的人無法...(恕刪)

jojo0929 wrote:
本人近來對鞋靴很迷...(恕刪)

NANBU1884 wrote:
看得出來真的是文組...(恕刪)

James 007 wrote:
如果你這麼不滿意,...(恕刪)