An elderly woman in Changzhou purchased a yellow jadeite bracelet from a Lao Feng Xiang counter, only to discover a crack upon returning home. When she requested a refund, the counter staff reportedly acknowledged the crack but refused to return her money, stating it "only affects value, not salability."
The customer, Auntie Yang, explained that she bought the bracelet based on trust in the Lao Feng Xiang brand. The counter, located in Jiangnan Global Harbor in Xinbei District, provided a receipt stamped with "merchandise intact and undamaged" and handwritten notes stating "no refunds after sale" and "no returns or exchanges for jadeite." Auntie Yang claimed that during discussions, staff admitted the crack existed but still declined a refund.
On the afternoon of March 8, Mr. Lin, a regional agent for Lao Feng Xiang, contacted the media. He confirmed the situation and stated that the counter operator had been urged to issue a full refund. Auntie Yang later reported that the counter had contacted her and agreed to the refund.
The problematic purchase involved a yellow jadeite bracelet priced at 18,800 yuan, which Auntie Yang bought for 10,000 yuan on February 15. She received a receipt bearing the quality assurance seal of "Lao Feng Xiang Changzhou Store" and signed it. Only after returning home did she discover a noticeable internal crack when examining the bracelet against light.
Auntie Yang visited the counter with family members to seek a refund and filed a complaint with the 12315 consumer hotline. In an 11-minute recording she provided, a staff member repeatedly asserted that cracks in jadeite do not affect its sale, only its value, and that the flaw did not constitute a quality issue.
Following media inquiries to Lao Feng Xiang's national customer service line, the company's Jiangsu agent, Mr. Lin, acknowledged that the counter staff had failed to disclose the crack before the sale. He confirmed instructions had been given to arrange a refund.
Industry insiders noted that such disputes are common in jade retail. One expert explained that while national standards cover jadeite grading and identification, there are no specific regulations regarding cracks or flaws, making consumer protection challenging. Sellers, however, should disclose any defects and allow customers to make informed purchase decisions.
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