2016 is about to pass. Looking back on this year, the home market has experienced a baptism of ice and fire. A series of events such as industry integration, division, and reshuffle have been staged. On the one hand, we have seen that in the wave of changes in the market situation, influential industry associations, home stores, and industry elites have used actions to explore problems, improve services, standardize markets, and lead the healthy development of the industry; on the other hand, we must also look at At present, the home market in Zhangjiakou City is still mixed, and disputes between consumers and merchants have occurred from time to time, which has repeatedly sounded the alarm for the development of the industry and the decoration of consumers.
Since January 1, 2016, the 12315 Command Center of Zhangjiakou City Administration of Industry and Commerce has received 170 complaints from consumers in Zhangjiakou about furniture, building materials, bedding sellers and home improvement companies, of which 86 cases involved the quality of furniture and After-sales service problems, 59 cases were disputes caused by the sale of building materials, 13 cases were related to kitchen products, and in 8 cases, consumers complained about the home improvement company, and 4 quality disputes were related to bedding.
"Drag word" is difficult to guard against
Delaying the construction period, delaying delivery, delaying maintenance... Looking at the complaint cases involving home building materials and decoration services since the beginning of 2016, the ubiquitous “towing†is hard to prevent. The data shows that the home improvement company delayed the construction period 2 cases, accounting for 25.0% of the total number of complaint cases; building materials merchants delayed delivery of goods or arranged after-sales service cases 20 cases, accounting for 33.9% of the total number of complaints of such products; furniture business There were 10 cases of delayed delivery or after-sales, accounting for 11.6% of the total number of complaints about such products.
The problem of delays in the construction period of home improvement companies is not uncommon in recent years. This is mainly because more than 90% of home improvement companies in Zhangjiakou City do not have self-supporting workers. The home improvement company is in loose relationship with the foreman or workers. The home improvement company is picking up After the single, it is necessary to temporarily find a worker to construct, which will result in the renovation project not being delivered as scheduled. The “drawing word†of building materials merchants is mainly used in replenishment and return. Because ceramic tiles, flooring, ceilings and other materials cannot accurately calculate the demand when the owner purchases the product, “returning less and less compensation†has become a common practice in the industry. However, some merchants often promise to be strong at the beginning of the sale of the product, but when the consumer really needs to replenish or return the goods, the merchants have "dropped the chain". Some merchants need to stock up as a reason for failing to replenish goods in time. Some merchants are excused from the in-store business and are not going to return the goods to the owner.
The delays in the complaints of furniture dealers mainly concern the aspects of delivery, installation, furniture and beauty. In order to attract customers to order, individual merchants deliberately made the production cycle of furniture very short, but in fact they could not deliver on time; some merchants did not arrange for workers to assemble furniture after sending the goods to the owners; some merchants promised orally As soon as possible, the owner will be able to repair the minor defects on the furniture, but it will not be honored.
In order to avoid frequent use of “draggingâ€, it is recommended that the owner must clearly agree on the start date of the project and the date of completion or the delivery date of the product when signing the contract with the home improvement company or the furniture or building materials manufacturer. The specific amount of liquidated damages that should be borne by the delayed delivery one day. For the furniture that the merchant is responsible for assembling, the consumer should pay the final payment to the merchant after the assembly of the furniture; when the product has minor defects and the merchant promises to help the cosmetic repair, the consumer should also temporarily detain some of the payment, waiting for the furniture. Pay after the repair is complete.
"Difficult to return" is not uncommon
The problem of “returning returns†in the home market has been a long-standing problem. In the case of complaints from consumers in Zhangjiakou City to the 12315 Command Center since the beginning of 2016, there were 11 cases involving furniture products, accounting for 12.8% of the total number of complaints about such products. It involves building materials, accounting for 16.9% of the total number of complaints about such products, and two related to kitchen products, accounting for 15.4% of the total number of complaints.
The disputes caused by consumers and merchants due to the return problem are mainly divided into: the merchants of the customized products are not returned or the owners are required to pay a certain amount of measurement fees before returning, and the merchants who promised to “return more and less†refused to return and participated. The goods "shopping with gifts" and "shopping lottery" are not returned to the three categories.
In fact, custom furniture, as a sub-category of home building materials, should also comply with the “three guarantees†of product service in the industry. If there is no special agreement on custom furniture, dealers must not reject the owner's return requirements. For orders that consumers participate in activities such as “shopping lotteryâ€, they should return the corresponding “prizes†and “gifts†when they submit their returns. In addition, it should be noted that when the owner submits the prepayment of the product, it must be seen whether the merchant's receipt is written as “deposit†or “depositâ€. Although the difference between the two is only one word, the actual meaning is far from the same.
"The goods are not right"
The goods are not the same as a "hard injury" in the retail retail channel. Although it has eased in recent years, it has not been completely cured. As of December 22 this year, there were 16 complaints from consumers about furniture, building materials and kitchen products, which accounted for 10.1% of the total number of complaints.
The problem of "the goods are not the same" includes the furniture, floor and tile color that the owner actually received is too large. The size, material and style of the furniture are inconsistent with the samples in the store. Even some merchants have shoddy goods when they are distributing goods for the owners. In the case of inferior and miscellaneous products posing as a product with high visibility.
For such problems, first of all, it is recommended that the owner remember to take photos of the samples or albums in the store when placing the order, followed by strengthening the inspection and inspection, and can directly reject the products that are not the same.
"Brand products" are hard to find
With the increasingly fierce competition in the home market and the increasing emphasis on the quality of homes, the brand effect of household products in the market has become more prominent. The consumer concept of “willing to spend more money to buy branded products†is being more and more consumers. Accepted. However, judging from the complaints of consumers this year, individual brands with high reputations are well-known under the prestigious name. For example, a certain furniture brand with a large market share has been directly complained by consumers for 10 times this year. The complaints involve serious odors, inconsistent goods, delayed delivery, and unsatisfactory after-sales service.
Consumers should definitely look at the brand when buying furniture, but they should not be wary of brands with high visibility. They also need to carefully check the quality of the products before placing orders.
Panic buying, health care function
“Snap-off†and “Spike†have become the “standard†of home market promotion activities, but these links are sometimes a kind of sensational behavior, so that consumers can not get the slightest benefit. For example, Mr. Li, a resident of Zhangjiakou City, participated in the “1 yuan snap-up†campaign in a promotion of the merchant and successfully grabbed a cabinet, but was later told that the product was out of stock. Similar to this behavior, some merchants mislead consumers by selling ordinary cotton quilts as "health-care quilts used by astronauts in space" when selling bedding.
Consumers must be rational in their treatment of different forms of promotion and overwhelming slogans in the market. If they find that there are false propaganda and other misleading behaviors, they should decisively report and defend their rights.
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