In Hong Kong, an abundance of local and international fashion chain stores can be found. In this fiercely competitive market, fashion retailers often tout clearance sales as an attraction, making shopping practically a hobby for many consumers. In addition to zooming in on the styles and prices of clothing and footwear, a smart consumer should also pay attention to the quality of the after sale services. The Consumer Council sent out questionnaires to 26 fashion chain stores with at least 5 branches to enquire about their exchange, refund, alteration and recycling service policies. 12 chain stores replied with 1 of them requesting the Council not to disclose their information.
Price-cutting is a promotional strategy often used in marketing. Among the surveyed chain stores, 5 stated that they will not exchange discounted items. Once consumers bought the discounted items, even if they found the clothing ill-fitting or the goods were of low quality, they cannot request for an exchange, 1 of them offer exemption for faulty goods. The remaining 6 chain stores reverted that they offer exchange for both regular-priced and discounted items with 1 of them specifying that "Special Discount Offers" are excluded.
Consumers need to be aware that, though some chain stores entertain exchange requests, their exchange period vary significantly from the shortest of 7 days to the longest of 35 days. While consumers are required to present their shopping receipts, some shops will require consumers using credit cards for payment to also present their credit card receipts when exchanging their purchases. In addition, the clothing for exchange must not have been worn or washed.
Shops allow consumers to exchange their purchases do not mean they are willing to refund. Although the survey found that that 11 chain stores allow exchange of items, only 5 of them offer refund for regular-priced and discounted items. 1 chain store does not entertain refund request for discounted items while the remaining 5 chain stores advised that refund requests are not entertained. In those that offer refund, the way to refund has to follow the payment methods. For example, if coupons are used for purchase, the refund will be made in the form of coupons. 5 chain stores limit their refund period to within one month while 1 offers a 35-day refund period.
>As for alteration, only 1 chain store does not offer related service. Others will charge their customers for alteration with the actual price depending on the cutting of clothing, their prices and whether they are regular-priced items. Take trousers length alteration as an example, the alternation fee can ranges from free of charge to $125; the fee for suit sleeve length also ranges from free to $230. For clothing with beads or accessories, the alteration price will be advised after consulting seamstresses. It takes most of the chain stores approximately 1 week to complete the alteration with no express service offered. During the peak seasons or sales period, it will take the chain stores longer to release the altered items. Among them, 1 chain store only requires 1 to 3 days to complete the alteration.
The Council has been advocating for sustainable consumption. While shopping for their clothing, consumers are advised to pay attention to the fabric and durability, as well as whether the shops will offer any clothing recycling services. The survey result shows that only 1 chain store offers year-round recycling of clothing and footwear of any brands. The only condition is the materials of the products can be recycled. 1 other chain store, though also accepts clean and undamaged clothing for recycling, only does so as occasional marketing campaigns. The Council encourages more retailers to meet corporate social responsibilities by offering exchange and recycling of used clothing to reduce waste and contribute to sustainable consumption.
The Council advises consumers to shop according to their actual needs and make the best use of fitting service. Before paying, check the condition of the clothing and enquire about after sale service from the shop assistants. Many shops require consumers to produce the labels and price tags when requesting for exchange. Before finding out whether the clothing fits, consumers are advised not to discard the hang tags and keep their receipts properly
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