Shopee user feels misled as Maxi-Cash photos make pendants appear to come with chains
A customer who recently purchased two gold pendants from the Maxi-Cash official store on Shopee said she was disappointed when the items that arrived did not match what she believed the listing had advertised.
Stomper Wong told Stomp that she bought two pendants at $250 each on Sept 29, after seeing photos that, to her, appeared to show the pendants together with gold chains.
"Looking at the photo, it comes with a gold chain and I thought the price seemed reasonable," she said. "I bought them only to receive just the gold pendants without the chains."
She said she messaged the seller, who informed her that the chain was not included and that this had been stated in the product description, something she felt was 'hidden'.
Wong said she then filed for a return and refund, explaining that the product did not match what she had expected based on the images.
However, she said her claim was rejected by Shopee on the grounds that the item was non-returnable.
"I felt cheated," she said. "If the item doesn't match the listing, why can't it be returned? The product was still in its original box and packaging."
She added that while Shopee had offered her an exchange at a Maxi-Cash physical outlet, she declined as she felt the alternatives were priced higher than comparable options from other brands.
In response to a Stomp query, a Shopee spokesperson said: "We thank the user for bringing this case to our attention.
"Shopee has thoroughly reviewed the matter. The product listing had stated that a chain is not included in the purchase.
"Based on our existing policies, precious metal accessory purchases are not eligible for change-of-mind requests.
"At the same time, we noted the user's feedback on the product photo.
"We have provided this feedback to the seller to update their listings for clarity, and also facilitated a goodwill arrangement where the buyer can conduct a one-to-one exchange at any of the seller's physical outlets.
"We appreciate the user's feedback and are working continuously with our sellers to ensure clear listings on our platform."
