‘Arrogant and superior’ Canada Goose faces fresh backlash in China

Canada Goose is on the hotseat in China — again.

Customers and consumer advocacy groups in China claim that the pricey parka maker’s return policy in the country is discriminatory — and confusing at best.

The furor started when a customer in Shanghai told local media that the company refused her effort to return a damaged $1,800 jacket she’d purchased in October. Local media reported that she said the logo embroidering her name was flawed.

Her account went viral and attracted the ire of the Shanghai Consumer Protection Commission — just three months after the Canadian company was fined about $70,000 by Chinese government regulators for what it said was misleading advertising about its goose down. 

A social media frenzy erupted after the Shanghai customer account became public. Some people called for a boycott.

A Canada Goose corporate building with a logo on a wall.
One customer from Shanghai claimed that she couldn’t return the $1,800 defective parka she purchased at Canada Goose.
VCG via Getty Images

The China Consumers Association and state-run media described Canada Goose as “arrogant and superior,” according to South China Morning Post.

The Consumer Protection Commission also held discussions with Canada Goose Wednesday. More are scheduled for the following week according to the publication.

A Canada Goose store from the exterior with a flag.
Following concerns raised about human rights in China, major Western brands such as Nike, Burberry and others have also faced backlash.
Getty Images

At issue is the customer’s account that she had been told to sign an exchange policy at the store where she bought the jacket that stated, “unless otherwise provided by applicable laws, all products sold at Canada Goose’s retail stores in mainland China are strictly non-refundable,” according to the South China Morning Post.

But the company’s website in China states that items purchased within 30 days may be returned to any store in the country where it was initially purchased as long as they meet the return conditions, which include being unwashed, unworn and with the original tags still attached, the publication said.

A Canada Goose store window for its footwear brand.
Canada Goose is well-known for their goose down parkas, which are often more expensive than $1,000.
VCG via Getty Images

Canada Goose did not immediately respond for comment, but it clarified its policy to say that customers could get a refund for their purchases within 14 days, based on Chinese law, if there were issues with the brand’s craftsmanship, the company told Reuters.

Canada Goose is not the only global brand facing backlash in China. China has come under global scrutiny for human rights abuses.

A bevy of companies from Nike, Burberry, Adidas and H & M have faced social media-fueled consumer backlashes this year. 

China’s foreign ministry spokesperson, Hua Chunying said earlier this year in response to questions about Western companies facing boycotts after they expressed concern over alleged human rights abuses in China’s cotton industry: “Anyone who offends the Chinese people should prepare to pay the price.”

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