Weverse Shop Has Been Receiving Complaints from Consumers + Big Hit Entertainment Responds

There have been numerous complaints from consumers who purchased exclusive or official merchandise from Weverse Shop, and now Big Hit Entertainment has addressed the matter.

Launched in June 2019, Weverse Shop is an online store where fans from all over the world can purchase official merchandise and exclusive items that feature their favorite artists such as BTS, TOMORROW X TOGETHER, GFRIEND, NU'EST, and more.

Recently, it was reported that a certain consumer that bought from Weverse Shop in April 2020 gets involved in an unresolved case with the shop for eight months now. It is said that there were scratches on more than half of the purchased posters. Eventually, they informed the shop about it and requested a refund or exchange but the sales representative told them that the "scratches" are not considered defects.

The customer then asked for what can be considered a "defective good," which can be returned or exchanged. However, the sales representative told them that the standards cannot be disclosed. Since the problem is left unsolved, the consumer repeatedly sent the same message to Weverse Shop over and over again for months.

Complaints Towards Big Hit Entertainment's Weverse Shop

Based on the investigation done by the Seoul Electronic Consumer Center, it has been revealed that many consumers are unsatisfied with the services of the online store launched by Big Hit Entertainment. In particular, there is a total of 137 cases of customer complaints related to Weverse Shop. The common reasons include defective goods, delayed shipping, and order cancellations.

Among the reasons, damaged items have the highest rate at 42.3%. Cancellation of orders comes next with 33.6%, and is followed by delayed shipping at 13.8%, unable to be reached at 5.1%, error in product information at 2.2%, change in order contract at 1.5%, and system error or dissatisfaction at 1.5%. These rates are based on the received items from May last year to January this year.

These cases have reached the city's officials and they will be the ones to handle them according to legal procedure. In a certain investigation accomplished by the consumer courts, it was unveiled that Weverse Shop failed to display the basic product information such as local or import details and manufacturing country, both of which are mandatory under law.

Moreover, the shop did not indicate precautions for clothing color, proper handling, advised laundry, and manufacturing date. The hotline for A/S managers was also not provided. The city officials stated that they will continue to investigate refusals for refund, delay in delivery, and others. They will also be taking legal measures into account including fines.

Big Hit Entertainment Responds to The Matter Regarding Weverse Shop

In response to the matter, Big Hit Entertainment released an official statement through press outlets, saying, "We apologize for any discomfort caused to customers. After the launch of Weverse Shop in 2019, we have been making continuous efforts to improve our customer service. We are currently taking action to address the complaints, and most of the processing has been completed. We are also cooperating actively with the city investigations and reports."

The label added that they will re-check the customer service plan and further improve it so that there will be no more inconveniences for consumers in the future.

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Written by Mhaliya Scott