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Recently, the Consumer Rights Protection Committee of Suzhou City, Jiangsu Province has launched consumer survey and evaluation activities in the furniture industry . The results show that the furniture industry has problems such as false high product quotations, unfair order terms, and difficulty in fulfilling service commitments.
According to reports, the investigation mainly takes three forms: written investigation, telephone investigation and online investigation. The questionnaire mainly focused on five aspects: price charges, fair transactions, information disclosure, dispute resolution, and service quality that consumers encountered during the consumption of furniture products. The content involved unequal format clauses, industry practices and potentials in the field of furniture consumption Rules etc. A total of 870 written questionnaires and 241 online questionnaires were recovered.
According to the analysis of the Suzhou Consumer Protection Commission, in this survey and review, consumers' opinions are mainly concentrated in the following aspects:
False high prices are more common
The survey shows that 81.28% of consumers report that there are widespread false prices expressed by operators. Some consumers report that the difference between the marked price of the goods and the transaction price is so outrageous that the marked price becomes a clear price and discounted sales, and the final price of some products is less than 20% of the label price. Price opacity has become a hidden rule in the furniture industry.
Tempt consumers to give up the right to claim tickets
54.8% of consumers report that operators only issue receipts or delivery notes, and do not provide formal invoices. When consumers request invoices from merchants, they are often informed that they have run out of invoices, invoices cannot be discounted, and invoices require buyers to bear taxes and fees. Consumers do not need invoices when buying furniture, prices can be discounted, and merchants often use this to entice consumers to give up the right to request invoices.
According to the survey results, 70.48%, 87.22% and 87.40% of the merchants believed that there were exaggerated propaganda, false concepts and misleading consumers with false information. Some distributors say “smallpox†when selling furniture, but many products only mark the main material on the label, and the auxiliary material does not mention anything. Some are only marked with "Safety and Environmental Protection", "Top Ten Famous Brands", "Top Ten Brands" and so on, and the specific materials are not marked. Some brand furniture has problems such as simple logo items and incomplete content.
Custom furniture seriously exceeds formaldehyde
Consumers report that custom-made furniture generally has excessive formaldehyde emissions, because some furniture markets have low barriers to entry, and there are no uniform mandatory specifications for dealers who enter. In addition, paint peeling, shelling, moth-eatening, and deformation are also common.
Various orders for furniture
84.97% of consumers report that operators have unequal format clauses and intentionally set consumption traps in contracts. The survey found that the furniture business enterprises used various orders in the process of customizing furniture and purchasing by consumers. The content of the contract was unfair to consumers, without indicating the material of the furniture and liability for breach of contract, and some intentionally excluded consumer rights.
After-sales service commitments are difficult to honor
84.16% of consumers report that there are unauthorized increase in unauthorized charging items by the merchants. At the time of purchase, the salesperson declared that the product was delivered for free to install at home, and was told to charge the delivery, floor and installation fees during delivery. Many consumers also encounter situations where delivery is not timely after purchasing furniture. Some dealers promise to "return the product if they are not satisfied" and "lifetime maintenance", but often cannot deliver it.
Market management guidance is not in place
Product quality and service are the first issues consumers consider when buying furniture, and the main reasons for consumer disputes are: some irresponsible manufacturers use non-standard plates in the production process, and after-sales service is used in the sales process. Leaving it to the local distributor and letting it go unnoticed caused many fake and inferior furniture products to flow into the market. At the same time, there are problems in the management of large markets, such as irregular management and insufficient attention to consumer guidance.