Because a set of custom-made cabinet is obviously inconsistent with the store samples, Mr. Liu repeatedly asked to be re produced according to the sample, but was rejected. Mr Liu is not alone. According to the statistics of the complaints center of the municipal market supervision bureau, 958 complaints about decoration and building materials were accepted in our city last year, an increase of 47.6% compared with 2015. Among them, complaints about Furniture Customization accounted for at least 50%.
The lack of standards leads to the breeding of consumption traps
"An important reason why Furniture Customization is criticized by consumers is the lack of Furniture Customization standards. Such as pricing method, plate, warranty period, after-sales service, there are no clear requirements, leading to increasing consumption traps. " Yang Junyuan, executive chairman of the City Furniture Chamber of Commerce, said frankly.
Recently, when visiting many furniture stores in Yongcheng, the author found that Furniture Customization has different "algorithms" in the aspects of pricing method, panel, warranty period, etc., and there are great differences among different businesses. Take panel as an example, the classification of panel in Furniture Customization industry is more detailed. The name of the board makes consumers dazzled, but also let some unscrupulous businesses drill the hole. For example, a business clearly uses wood-based panels and veneers, but confuses the concept when introducing it to consumers who don't understand the market, saying that the furniture is pure solid wood furniture, fooling consumers.
In addition, a variety of pricing methods also make consumers confused. The author found that the pricing methods of different businesses are different, some are based on the linear meter, some are based on the expanded area, and some are priced according to the shadow area. For example, custom cabinets, most businesses choose to price by linear meter; For custom-made wardrobe, most businesses choose to price according to the unfolded area; For furniture with special size regulations, businesses will choose to price by shadow area.
"No rules, no rules. At present, there is only one recommended industry standard on Furniture Customization in China, namely JZ / T 1-2015 "whole house customized home products". Furniture customization needs more comprehensive and detailed standards. " Yang Junyuan revealed that at present, the local standards of furniture customization quality, technology and service in our city have been set up and are expected to be officially released by the end of this year. Next, the Municipal Bureau of quality supervision will introduce more local standards for furniture customization according to the actual situation, so as to safeguard the rights and interests of consumers.
Poor connection leads to continuous disputes
Furniture Customization is a kind of consumption behavior that is customized according to the individual needs of consumers. The consumption process generally includes eight links: communication between both parties, field measurement, product design, design confirmation, order making up, manufacturer production, installation and buyer acceptance. These eight links are intricate and closely linked. Once one of them has a connection problem, it may lead to consumption disputes.
Yulaimin, Deputy Secretary General of the municipal Consumer Protection Commission, told the author that complaints about furniture customization are generally divided into three categories: first, product quality problems. After the product installation is completed, disputes often arise between consumers and businesses because of poor quality of boards and color difference of furniture; Second, poor communication. Most consumers don't know the process of Furniture Customization. Some designers are lack of reasonable communication and suggestions in order to meet consumers blindly; Third, after sales service complaints. Furniture Customization is a "customized" service, so even if there are problems after installation, businesses often only repair it, which becomes the main reason for consumption disputes.
Yu Leimin suggested that before customizing furniture, more homework should be done, more listening, more reading, more understanding and more comparison, and more famous businesses should be selected to provide services, so as to ensure the quality and practicability of products while pursuing personalization. In addition, consumers should sign a detailed contract with merchants, and indicate the furniture base material (brand, model, environmental protection index), color, size and other information on the drawings attached to the contract. Before furniture installation, the consumer should personally inspect the goods, and sign after confirming that the materials are correct. Consumers can also keep a balance when buying and pay the balance after confirming that there is no problem in the installation and use of furniture.