Recently, numerous netizens have expressed their dissatisfaction over a “Double 11” flash sale event at the official flagship store of Xiaomi on a certain e-commerce platform. They managed to purchase a Xiaomi refrigerator for 11.11 yuan (Chinese currency) during the event but were later informed that due to a system error, the product could not be shipped. The customers were only compensated with a 30-yuan red packet, sparking attention on social media.
According to a report by “Hai Bao News” on November 24th, Mr. Peng from Pingxiang, Jiangxi, successfully purchased a Xiaomi refrigerator for 11.11 yuan. However, Xiaomi’s flagship store claimed a system setup issue and refused to deliver the product, asking Peng to cancel the order and offering a mere 30 yuan as compensation. Angered by the situation, Peng criticized Xiaomi for participating in events they couldn’t handle.
On November 23, Mr. Zhang from Anyang, Henan, shared a similar experience on Henan Broadcasting and Television’s “Xiao Li Helps” program. He recounted how he snagged a Xiaomi refrigerator for 11.11 yuan during the Double 11 period at the Xiaomi official flagship store on the e-commerce platform. However, the store cited a “system configuration error” as the reason for not delivering the product, leaving Zhang with only a message notifying him of the canceled order after days of anticipation.
In response to the complaints, Xiaomi’s customer service stated that the refrigerators in the flash sale indeed faced issues due to system errors, requiring customers to contact the platform for shipment. Taobao platform expressed that “Xiaomi is obligated to deliver to consumers,” suggesting that Xiaomi may have made a pricing mistake and preferred receiving penalties rather than shipments due to the low transaction price.
The experiences of Mr. Zhang and Mr. Peng are not isolated cases.
Prior to this, on November 17, “Yangzi Evening News” through “Zi Niu News” reported a case involving Ms. Luo from Zhejiang who successfully ordered a Xiaomi 206L refrigerator for 11.11 yuan during a flash sale event at the Xiaomi official flagship store on November 14. However, she received a notice from Xiaomi customer service on November 15 stating that the refrigerator could not be shipped. The company offered a 30 yuan compensation as a gesture of apology.
Social media platforms echoed similar experiences to Ms. Luo’s, indicating a widespread issue among consumers, which has since sparked discussions.
According to the information provided by Ms. Luo, the model of the refrigerator involved in the flash sale was the “Xiaomi Home 206L Two-door Two-star Energy Efficiency” model, which is currently off the platform. A similar-looking three-door refrigerator is available at Xiaomi’s official flagship store, originally priced at 1499 yuan but discounted to 799 yuan.
This incident has attracted significant attention online.
Netizens commented that the number 11.11 is synonymous with Double 11 discounts and that a system error leading to such a low price seems implausible, suggesting a deliberate mistake to prevent certain customers from benefiting. They emphasized the importance of honesty and integrity in business practices.
Zhao Zhijiang, a mainland media personality and popular Weibo influencer, remarked that Xiaomi’s recent negative publicity could be mitigated by fulfilling the orders despite any technical errors, as it could positively impact the brand’s image and consumer trust.
“Hai Bao News” highlighted that citing “system errors” does not automatically exempt companies from legal responsibilities. Xiaomi attracted traffic with ultra-low prices during the flash sale, only to unilaterally breach contracts under the pretext of a system error, severely damaging their commercial reputation and brand image. Negative reviews, such as being deceitful and unable to handle business practices properly, would spread widely, leading to a decline in consumer trust – a loss much greater than the value of a few refrigerators. It’s essential for a renowned company like Xiaomi to evaluate the repercussions of such actions carefully.