Recently, the consumer, Ms. Li, reported to reporters that she had booked a set of red star furniture with a total price of over 40,000 yuan at the Red Star Mage Mall in 168 Chengxiang Road, Daoli District, in December 2016. Only five months after the shipment, cracks occurred in solid wood furniture such as TV cabinets, coffee tables, dining tables, and dining chairs.
Ms. Lee asked for a return and compensation, Red Star said that the cracking of solid wood furniture is because the weather is dry, not a quality problem, has verbally informed consumers of dry wood is a normal phenomenon, only promised to Ms. Lee back to the factory beauty repairs. The customer manager of the Red Star Mage Long Haxi Mall promised that he could handle the return without compensation.
Harbin Furniture Industry Association believes that the cracking of solid wood furniture is caused by many factors. The cracking of solid wood furniture is caused by dry weather and the argument is not valid. The lawyer said that this verbal notification was not confirmed because of lack of relevant evidence.
More than 20,000 buy 4 kinds of furniture cracked after 5 months
In December 2016, Ms. Li booked a set of “Red Star†brand sofas and solid wood furniture at the Hongxing Meikailong Chengxiang Road shop, which includes dining chairs, dining tables, coffee tables, and TV cabinets. Worth more than 20,000 yuan. After paying the deposit, Ms. Li received the goods in April and May 2017.
In October 2017, Ms. Li discovered that the newly purchased TV cabinet door had cracked. She found a business asking for repairs. The maintenance worker not only did not fix the TV cabinet, but also scratched the table. The merchant gave her a new TV cabinet. In December 2017, coffee tables, dining tables, and dining chairs were cracked one after the other, and the most cracked cracks in the coffee table were inserted into chopsticks.
After the furniture had a problem, Ms. Li found the business again, and the merchant stated that the other can also be changed, but the factory needs to make it now and make it well. Ms. Lee said that she was asking whether the newly-changed TV cabinet would be cracked. The in-store shopping guide said that the previous furniture was made using the first batch of crafts, and the second batch of craft was used for replacement, and cracking would never occur again. Ms. Li soon received cracks in the newly replaced TV cabinet.
Ms. Lee once again found businesses, shopping guide promised to replace, and said that if there is a problem with the second replacement, unconditional return. Ms. Li believes that furniture cracking is a quality issue, and businesses say that pure solid wood furniture will be cracked by environmental influences, not quality problems. Ms. Li does not recognize the statement that the business is "not a quality issue."
From October 2017, Ms. Lee has been waiting for the exchange of goods, and the results wait until the end of March 2018 no news. On March 31, Ms. Li came to the store and asked when she could send the entire set of furniture. The in-store shopping guide said that after contacting the factory, she was told that the goods she had promised to her had not been produced yet. The shopping guide also said that the sample can be exchanged for her in-store demonstration. Due to the general appearance of the sample, Ms. Li did not agree and asked for a return and compensation for the loss.
Red Star Home:
Not a quality issue
Only cosmetic maintenance
On the 9th, the reporter and Ms. Li came to the Red Star Meikailong Hasi Shopping Center Red Star Home. The manager Wang Xiaohui said that at the time, he had sold furniture to Ms. Li. After the furniture cracked, she promised to exchange for Ms. Lee and claim 1,000 yuan for compensation.
Li Ling, home sales manager at Red Star, said that cracking of furniture is not a quality issue. It is air drying that causes furniture to crack. This set of furniture has sold more than 30 single, there is a phenomenon of cracking. They will visit the cracked furniture for beauty, 80% will not be dry after the cosmetic, some will write on the contract, "solid wood cracking, is a normal phenomenon." Ms. Li did not say this on the "order/sales bill" provided by Ms. Li.
The manager Wang Xiaohui said that he had verbally told Ms. Li that the wood would crack. For Ms. Lee asking for business returns, Li Ling said that this time is too long, can only ask the factory first, and now can do is beauty maintenance, but need to return to the factory.
According to Zhang Xianqi, the head of the customer service department of the Red Star Meikailong Hasi Shopping Center, after Ms. Li reflected the incident to the Consumers Association, the Consumers Association asked them to negotiate and solve the problem. From April 3, he had been communicating and coordinating. Last week, they had been communicating with Red Star's household chief Li Ling. They coordinated the business at the beginning, and the merchants stated that they could return the goods. Ms. Li also demanded compensation. The merchant stated that she had no compensation.
Zhang Xianqi told Ms. Li that if she believed that quality problems existed in her home, she would be able to carry out quality inspections. If Ms. Lee wants to exchange goods, she will probably change back about one and a half months. After Zhang Xianqi received a phone call, he changed his mouth and said that he could handle the return, but did not pay compensation.
At present, Ms. Li has reflected this matter to the market supervision department in Harbin. The urban and rural market supervision office of Market Supervision Bureau of Ha Dao Li District has been involved in the investigation.
Harbin Furniture Industry Association:
Dry weather
Solid wood furniture cracking argument is not established
For the "Red Star" solid wood furniture dealer said "the cracking of solid wood furniture is caused by dry weather, not a quality problem," the explanation, the executive chairman of the Harbin Furniture Industry Association Bai Junhe said that this argument is not valid.
Bai Junhe introduced solid wood furniture disputes, cracking accounted for a large part of the proportion of consumer purchase of solid wood furniture in the use of a period of time, found that the furniture surface or the junction is clearly cracked, businesses generally give "wood furniture cracking is a natural phenomenon Or dry weather in the north, not a quality problem."
Bai Junhe said that in fact, due to the unique weather conditions in the North, consumers may be exposed to different degrees of cracking if they are geothermally heated. As a business owner, they must inform consumers in advance of this situation or write an agreement. The appearance of cracking in solid wood furniture is caused by many reasons. For example, wood furniture with unstable moisture content, different batches of wood during panel splicing, unreasonable design of solid wood furniture, and auxiliary materials are prone to cracking.
Lawyers say:
Business is responsible
Ensure daily use of products
Zhang Zhongwen, director of Heilongjiang Longpeng Law Firm, believes that the explanation of “dry weather in the north led to the cracking of solid wood furniture is a normal phenomenon†and its excuse is to shirk responsibility. Knowing that the furniture is being sold in the North, it is the responsibility of ensuring that the product meets the consumer's daily use requirements. As for the merchants, they have verbally informed consumers that due to the lack of relevant evidence, the two sides have held their own words and cannot confirm.
Zhang Zhongwen stated that the furniture purchased by consumers experienced severe cracking after experiencing a serious quality problem and could not meet consumer demand. Merchants should bear the responsibility for returning goods. He advises consumers to submit an appraisal application to the relevant authorities. The consumer and the Red Star Macalline established a contract for the purchase and sale of goods. As a business operator, the mall should bear the statutory obligations that the seller should bear.
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