With the diversification of people's aesthetic consciousness, customized furniture launched for different family needs is very popular with consumers, and subsequent complaints in this area are also increasing.
Custom cabinet prices do not match
Mr. Zhu in Dalian ordered cabinets from a brand cabinet manufacturer. After selecting the handles and countertops, the total price was 23,600 yuan. Mr. Zhu paid a deposit of 7,000 yuan in accordance with the requirements of the store. The next day, the staff came to measure the size and asked Mr. Zhu to pay the full amount. Two days later, the specialty store suddenly notified Mr. Zhu to choose a counter in the store. Mr. Zhu felt puzzled: he had already selected and paid the full amount. Why should he run again? When Mr. Zhu arrived in the store, he discovered that there were two quotations for the cabinet he ordered, and the two quotations were completely different. Since there is an appointment first, and he has already paid the full amount, how can the specialty store unilaterally request a price change? Mr. Zhu didn't understand the practice of the store, so he complained to the Industrial and Commercial Office. The industrial and commercial personnel investigated and understood in a timely manner that the store manager and staff admitted that it was caused by a work error in the store and calculated the original material quotation. Mr. Zhu requested to return the product or make the cabinet at the price originally agreed. Under the mediation of industrial and commercial personnel, the specialty store finally customized its processing according to the initial requirements of consumers.
Customized bed size shrink
Consumer Ms. Chen ordered a wooden bed at a furniture store for 19,700 yuan. A week later, the bed was delivered to the house. During the assembly process, Ms. Chen found that the bed size did not match its set size, and it was much smaller. Ms. Chen was very angry and demanded a return. The store did not allow Ms. Chen ’s request.
Ms. Chen complained to the Chamber of Commerce and Industry. Under the mediation of industrial and commercial personnel, the store re-made a set of beds for Ms. Chen and gave appropriate compensation.
Would rather lose money than return
Speaking of such disputes, not only are consumers complaining, but custom-made furniture merchants are also grieved.
A person in charge of a specialty store told reporters: “It ’s hard work, hard work, and finally complaints.†She admitted that problems like gaps between walls and cabinets are very common, and similar The disputes are also inevitable for all custom furniture manufacturers. If it is the manufacturer's problem, we will return to the factory immediately. Most consumers are very reasonable, if it is the problem of their own walls, they will accept repair opinions, or ignore this gap.
If the return problem is encountered, what will the merchant's attitude be? "The return of custom furniture is equivalent to a pile of waste products." A salesperson of a certain brand of furniture in Shenyang's northbound furniture market said that the loss of custom furniture merchants when returning goods will far exceed that of finished furniture dealers. It ’s tailor-made, and it ’s impossible to sell to others. â€When encountering returns, most custom furniture manufacturers will choose to discount, lower prices, and even lose money to fight for not to sell the goods into their own hands. .
As a custom furniture merchant, it is impossible to avoid the occurrence of various disputes, so the product wear rate is sometimes several times or even ten times that of the finished furniture. Because it is unavoidable and does not want to encounter returns, many merchants also find that consumers take advantage of the price and do n’t care about it, so they will prepare a "compensation" in the annual budget. Once you encounter a non-quality problem that cannot be solved with technology, you can rely on the money to settle.
Industry chaos lacks standards
"Chaos" is Li Hua's description of the current status of the custom furniture industry, and the lack of industry standards is the source of its chaos.
As a furniture distributor, in Li Hua's view, customized furniture is an emerging industry that is taking off, but some companies will sacrifice the interests of consumers to grab the market in order to become famous and profitable. In addition, because there is no industry standard, disputes between consumers and businesses cannot use a ruler to make a fair judgment.
It is understood that once custom furniture has caused disputes and resorted to law, it can only adopt the method of "headache, headache". Li Hua said: "After the current dispute, if there is a problem with the cabinet, we will solve it according to the standard of the cabinet; if there is a problem with the furniture, we will solve it according to the standard of the furniture."
Why is it difficult to introduce industry standards? Li Hua said that first, the custom-made furniture industry involves a wide range of areas. Both the job of doing furniture enterprises and the decoration companies are robbing business, and neither side is "waiting to see". The second is that there are many types of products for customized furniture companies. Each product is unique and cannot be generalized. The third is that custom-made furniture companies are very young, have no "leader", and do not have their own industry associations. As a result, the “difficult delivery†of the custom furniture industry standard is caused. The improvement of standards is a necessary and sufficient condition for the healthy development of an industry, and it is also a "shield" to protect the rights of consumers and businesses.
In the interview, the industry and commerce department said that there are many disputes about custom furniture. Merchants should enhance their sense of responsibility and refine services. Consumers should pay attention to protecting their legal rights and interests, especially pay attention to the important content of size, price, and material in the contract. To avoid trouble caused by disputes.
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