Customized furniture "only repair can not be retired" excuse has not established the overlord clause to be changed
At the time of the introduction of custom furniture that is known for its individual design, the overlord clause of “repair only†is associated with it. Recently, there have been many cases in Guangzhou due to the rejection of custom-made furniture goods that are not required for return. Insiders pointed out that in the past two years, with the substantial increase in the standardization of custom furniture parts and accessories, the impact of secondary sales can no longer become a theoretical support. It is also time to improve the custom-made furniture only to repair the overlord clause.
There are consumer complaints about the quality of custom furniture
"I thought that custom furniture can make home decoration more distinctive. Who knows that the product does not fit the wall, it can't be installed at all. What is even more annoying is that it can't be returned." Guangzhou citizen Zhang said to reporters a few days ago. Two months ago, Mr. Zhang customized seven sets of furniture such as wardrobes, desks and beds in a furniture store in Tianhe District. However, the customized bedside tables were not attached to the wall, and the wardrobe boards were exploding, cracking and scratching. Ms. Xiao is also hurting her own custom furniture. On July 1st, she ordered a number of cabinet doors in a decorative city. After picking up the goods, she found that two doors did not match the order. Since there was no written contract, the two sides held the same word.
During the visit, the reporter found that many citizens expressed concern about the after-sales service of customized furniture. Many consumers called for unfairness after paying the money first, and the results were not satisfactory and could not be returned, violating the principle of fair trade. It is understood that the details of furniture customization work are intricate, from the consumer orders, organization of production, distribution, door-to-door installation and after-sales service, etc. must be interlocking, and the plate customization and hardware involved in the product customization process, Very easy to make mistakes.
Article 25 of the revised version of the Consumer Protection Law, which was introduced in March this year, stipulates that operators use the Internet, TV, telephone, mail order, etc. to sell goods. Consumers have the right to return the goods within 7 days from the date of receipt of the goods. There is no need to explain the reasons, but "customized, lively and perishable, online download or consumer unpacked audio and video products, computer software and other digital goods, delivered newspapers, periodicals and other products based on the nature of the goods and consumers Except for goods that are not suitable for return at the time of purchase." This means that custom furniture that is tailor-made for consumers cannot enjoy the right to "return online for 7 days without reason."
the reason
Insufficient creativity during design
The so-called "Cheng Yu Xiao He, defeat also Xiao He", the success of custom furniture comes from customization, because it meets the increasingly differentiated and personalized furniture needs, the product chain has been extended from the original door wardrobe to the large bed, sofa , shoe cabinets, TV cabinets, etc., and the root cause of the problem is also customization. According to the reporter's understanding, due to the customary furniture first order and re-production, the industry threshold is low, the designer level is limited, product quality and service standards have not been perfected, so consumer disputes caused by custom furniture has become a new hot spot for consumer complaints. According to statistics from a home industry website, 54% of households have already used custom furniture products, and less than 50% of users said they would use them again.
The uneven design level is a major drawback of the custom furniture industry. For custom furniture, the two most important aspects are design and installation. Nowadays, many brands with custom slogans and slogans are far from the designer of professional home improvement companies. The designers of custom furniture are designed according to the needs of the owners, and then the software library is simply transferred. Lack of their own creativity and overall grasp of space, the design effect is often unsatisfactory. According to the consumer Mr. Hu, after selecting the brand of custom furniture, he sent himself a young designer who was just graduated after 90 years. When measuring the bookcase, he ignored the position of the air-conditioning socket panel. Made a low-level mistake.
There is no possibility of returning a product for a specific reason after receiving the goods.
Custom furniture, generally consumers first understand the product in the exhibition hall, then the furniture designer understands the consumer demand, and actually measures and designs in the consumer's home, and then the factory processing. Before the door-to-door installation, the consumer must pay the final payment. Customized furniture is custom-made according to the size of each owner's home, and the panel is selected according to the owner's preference, even the location of the opening and the internal structure. Therefore, “tailor-made†has become the biggest temptation for custom furniture to attract consumers, and it has become a legal cloak for some companies to “repair onlyâ€. It is understood that once the custom furniture has been paid a deposit order, if there are problems such as poor quality or poor performance, it can only be repaired and cannot be returned.
Recently, the reporter visited some furniture stores and custom furniture brands in Guangzhou. “If there is any problem, can you return it?†In response to the reporter’s question, a furniture store salesperson replied: “If there is a problem with our furniture, it can be repaired, but it will not be accepted. Unless the product has serious quality problems. If the environmental protection indicators are not qualified, and the materials agreed with the contract are inconsistent, etc., they can be returned."
“Customized furniture will be scrapped once it is returned,†Liu, manager of custom furniture at Yadis, told reporters, “Because custom-made furniture dimensions, plates, internal structures, and opening positions are tailored to the specific needs of consumers. The target is strong and can no longer be resold, so most manufacturers are reluctant to return for custom furniture."
For the issue of return and exchange, the relevant person in charge of the Sophia wardrobe said that in general, the guide will communicate several times before the owner signs the order, and then pay the bill after the board and design effects are approved. If the consumer believes that the hazardous materials of the custom furniture exceed the standard, as long as the test report made by the nationally recognized testing organization is issued, it can still be returned.
The practice of Shangpin home with home is relatively human. Since 2011, the products have been repaired and replaced beforehand. The products with problems are repaired first. If the repairs are not good, they can be exchanged. If you are not satisfied, you can get a refund.
Industry voice
Industry: The excuse of "repair only" is no longer established
Some insiders pointed out that when the custom furniture industry has just emerged, the non-standardization and uniqueness can be the reason for its “repair onlyâ€, but in the past two years, this argument has gradually stood still. Because with the customization of many custom furniture companies, the standardization of production levels has been greatly improved. The main components such as drawers, laminates and cabinet panels have been set up in several uniform sizes. Customization is only a certain framework. The modular building installation. Therefore, as long as the drilling installation phase has not yet entered, if the consumer requests a return after placing an order, the cost damage to the merchant is also much smaller than before. Therefore, it is time to make proper improvements to the custom-made furniture.
Furniture Association: Buy custom furniture, don’t blind
For the purchase of custom furniture, Zhang Chengzhi, secretary general of the Guangdong Furniture Association, reminded consumers that there is no national standard in the custom furniture industry. In terms of materials, environmental protection and price, the agreement between manufacturers and consumers is still the mainstay. In this process, if the two parties do not make a detailed agreement on the size, price, material and other contents of the furniture in advance, then in the event of a dispute, the consumer's rights and interests are often not guaranteed.
Therefore, consumers should not blindly purchase custom furniture. They should carefully inquire and review the contractual agreement to avoid unnecessary disputes with the manufacturer.
Lawyer: Try to clarify the details of the contract
Wang Zhizhu, a lawyer of Guangdong Minsheng Kangtian Law Firm, told the reporter that according to Article 148 of the Law on Sale and Purchase, “If the quality of the subject matter does not meet the quality requirements and the contract cannot be achieved, the buyer may refuse to accept the subject matter or cancel the contract. If the person refuses to accept the subject matter or cancels the contract, the risk of damage and loss of the subject matter shall be borne by the seller. “In short, it is not that the quality of the furniture may be returned, and only if the contract cannot be fulfilled, it can be returned. . It is reasonable that the custom furniture can not be sold for the second time.
It is worth mentioning that the new elimination method introduced this year has given the green light to online shopping custom furniture. Online shopping custom furniture can not enjoy the right of “7 days no reason to returnâ€, so consumers should pay more attention to buying custom furniture online, try to choose The regular home store chooses the custom furniture of the big brand. Pay attention to clearly indicate the color, size, plate, hardware, delivery date, etc. of the furniture in the contract. If the goods are not in the right condition, you can hold a contract to discuss it. Avoid problems that cannot be traced back by verbal agreement.
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