Consumers are dissatisfied with furniture online shopping: long cycle freight is not cheap

In the previous reports, Jinghua Home has repeatedly reminded consumers to pay attention to seller credit when shopping online, so as not to buy unqualified products produced by unscrupulous merchants. However, since the arrival of Tmall, many large-scale formal furniture companies have appeared in it, and online shopping furniture seems to have become reassuring. However, from the buyer's evaluation, the quality goods sold by the regular brand are still subject to many restrictions of the e-commerce channel, resulting in problems such as long order period, high freight rates, and many restrictions, causing buyers to collectively vomit.

Long cycle freight is not cheap

Delivery is nowhere in sight

Anyone who has experience in Tmall online shopping knows that if you want to know the business situation and the quality of goods and services, in addition to communicating with customer service, you can check the rating of the business and the buyer's evaluation. Judging from the half-year dynamic scores of Quanyou, Gujia and Qumei's stores, Quanyou and Qumei are in line with the description of the baby, the buyer's service attitude and the seller's delivery speed. Industry average. Among the above three items, the seller's delivery speed index is the most “distracted”, all friends are lower than the same industry 7.742%; Qumei is 4.58% and the data is still climbing. Gujiajiao is the best dynamic rating among the three brands. The baby is more consistent with the description than the same industry level. The seller's attitude is flat. The problem is also in the delivery speed. The score is lower than the industry level of 1.48%. . It can be seen that the slow delivery speed may be a common problem in the industry.

Since Quanyou's home production is in Chengdu, Sichuan and Gujia Home in Hangzhou, the two brands are far away from Beijing. The reporter chose these two brands to inquire about the order cycle. The all-customer customer service answering order period is about 20-60 days. The shopping instructions on the inside page of a certain customized pre-sale product indicate that the delivery cycle is affected by the delivery company's delivery cycle, and the delivery time cannot be specified.

The time at home is similar, about 30-60 days. However, the reporter saw on the logistics description sheet of the product page of the product that the Beijing area marked “the whole vehicle was opened and there was no delivery date”, which was explained in the “delivery time” as “complete with the physical store products”. The goods are taken in order to avoid damage to the goods during transportation.” The local company Qumei’s delivery date on the website is 15 days. But its shipping costs

In the description, the label for the Beijing area shows: “The normal delivery time is 20 days.”

Judging from the data provided by the merchants, it seems that most of the delivery period is within the tolerable range. However, the buyer’s evaluation shows that the buyer’s arrival time is not so accurate. In the past, the problems of online shopping furniture mostly appeared in the aspects of poor product quality, environmental protection, and non-standard goods. For the products of the brand furniture store of Tmall, the buyers almost unanimously affirmed the quality of their products, but the order cycle is long and logistics. Slow into complaints.

A friend of all-friends who commented on "momodegege" said that the quality is no problem, no smell, and the installation is professional, that is, the delivery speed is too slow, for three months. The buyer "light eyebrows" also complained that "the sofa is a good sofa, that is, 3 months and 5 days before delivery." And "tb092258" said, "7.18 shots, today are 11.27! Do not buy the persuasion, the customer service does not know where the goods are." Of course, the delivery period of these four months is not the longest," Delixi 886 bought a set of furniture from All-Friends, "Payment on June 30, and received the goods on November 11."

Gujiajiao was also questioned by buyers in this regard. "1005tianjing" evaluation: "Buy on September 15th, received on November 17th..." "goblinjane" evaluation: "In a city, almost one and a half months of delivery of goods..." Qumei, known in the industry for e-commerce In terms of logistics, it is also difficult to escape the disease. The buyer "Bihai rh" evaluation: "60 kilometers away, the logistics company took 20 days to deliver it after I repeatedly urged it." Another anonymous buyer also said, "The delivery is too slow, when you buy it, promise Yes, when it is time, it is not shipped, and it is slow to say that it is double eleven. I bought it in November, and it has something to do with the double eleven."

Free logistics is not free

The logistics cost of large items has always been a concern of everyone. In the past, consumers shopped in stores, and merchants generally delivered them to their homes for free. All-Friends Home has also launched a free home-to-door delivery in 1800 urban distribution areas on its website. Qumei also played free shipping in 218 cities across the country. However, it was not so simple to look at the shipping instructions.

For example, the Qumei shipping instructions indicate that the 6th ring is free of charge, while Daxing, Pinggu and other places will charge 200 yuan for shipping or 20,000 yuan for free delivery, and also stipulate the delivery time of surrounding districts and counties. For example, Daxing is shipping every Wednesday. Of course, all users can also pick up at the designated location.

All-Friends Home is within 6 rings. Free shipping is available for purchases over 2,000 yuan, and shipping costs are less than 2,000 yuan. Outside the 6 ring, free shipping over 10,000 yuan, the rest need 100 yuan shipping.

For the Beijing area, Gujia Home has a shopping volume of 12,000 yuan, including logistics, distribution (in urban areas), and installation. If you are less than 12,000 yuan, you can go to the warehouse to pick up, or pay 300 yuan for distribution and installation.

For buyers who do not have elevators, the upstairs fee is also a concern. Qumei is marked with a small font at the end of the shipping instructions: "If your community does not have an elevator to live in more than 5 floors, or the elevator is too small, the product can not enter the elevator, please contact the online customer service in advance to consult the shipping cost!"

All the friends in the upstairs fee column: the elevator apartment can not use the elevator, from the 2nd floor (including 2 floors) according to 20 yuan / floor / cubic meter; non-elevator apartment can be 1-3 floors free of charge. 4 layers (including 4 layers) are charged at 20 yuan/layer/cubic meter; less than 1 cube is charged at 1 cubic meter. However, the reporter found another kind of mark on the floor fee in the set of four sets of Korean furniture: 1 layer free, 2-3 layers 50 yuan, 4-5 layers 100 yuan, 6-7 floors 200 yuan, 7 layers or more to negotiate on their own.

Moreover, the shipping instructions of all friends indicate that the online charging standard is the reference for the actual offline charging, which is subject to the actual offline charges. The upper and lower 10% error is an acceptable range, and more than 10% is entered for online complaints.

Gujia Home shows that the 6th floor is free of charge, and each floor of the 6th floor is charged 10 yuan per piece.

In the actual delivery process, the fees published on the Internet may change. All-friends buyer "jin770930" said that the local delivery and installation personnel charge a delivery fee of 100 yuan before the delivery and installation, and hope to improve (the store's propaganda instructions at the store is no delivery fee). "Rose 28 in the rain" also complained: "The local specialty store is too pitted! The first day arrives at the goods, the store said that the next day to send people to install, the next day the installation master said before the installation to receive 100 yuan installation fee. But when I bought I have consulted, it is installed in the free shipping package (my home is in the distribution area, less than 5 kilometers away from the store, elevator room)." Finally, the consumer online complaints are not available, can only be installed by themselves. Another anonymous buyer complained that the cost of going upstairs was 20 yuan, but the workers had to pay 40 yuan, and finally moved upstairs.

Accidental expenses give birth to a basket

In the consumption of furniture, many owners are accustomed to spending in advance, that is, when the discount is low, ordering, and then extend the delivery time, and then notify the merchant to stock up when it is really needed. In the ordinary home market, this is a common practice, and even many salespeople encourage this method in order to retain customers. But in online shopping, even branded furniture buyers can't implement this policy, delay receiving goods, and even charge.

For example, Qumei regulations, 60 days from the date of the order is a free storage period, if this time is exceeded, you need to charge a deposit of one thousandth of the total amount of the daily order. Gujiajiao also wrote in the buyer's notice that once the product arrives at the local specialty store, due to the buyer's personal situation, it takes a long time to delay the delivery, and the buyer must bear the certain storage and storage costs.

All-Friends Home is a reminder that if the furniture arrives in the local area, you need the temporary storage service, please consult with the logistics and storage personnel. The cost of the temporary storage period and the safety of the goods need to be assessed in advance.

At present, many stores in Beijing have implemented a no-reason return policy. Consumers are not satisfied with the furniture they purchase, as long as the shipping fee is returned to the store. The merchants of Tmall Mall should support the implementation of the seven-day no-reass return policy, but if the buyer wants to return the goods, in addition to the shipping charges, I am afraid it will cost a lot of money.

For example, Gujia Home reminds in the shopping instructions that it supports seven days without reason to return, but according to Taobao rules, packaging should not affect the second sale. The furniture needs high-standard professional packaging, and the non-professional packaging logistics has a high damage rate. Therefore, the buyer needs to contact the local dealer to pick up the goods, and the material fee is charged according to the actual cost, but not more than 15% of the order amount.