Furniture complaints, many consumers are difficult to defend

The exposure of the Da Vinci incident this year has placed the furniture industry in the spotlight, attracting increasing attention from consumers. Recently, reporters have received reports from the public that the buyers have problems, but they are difficult to defend their rights. Nowadays, testing has become a stumbling block for some merchants to seize consumer rights protection.

Many consumers have reported that merchants often put consumers' rights protection into a dilemma on the grounds that they need to issue quality inspection reports. After all, it is not only costly to detect furniture, but also the furniture is scrapped. In the entanglement, some consumers have to give up.

According to the reporter's understanding, since the beginning of this year, Guangzhou 12315 has an average of more than 100 complaints about furniture per month, some of which are aimed at the situation where the product does not deal with the quality problems of the products. There are many furniture markets in Guangzhou. Relevant experts suggest that the government can guide the furniture market to promote the merchants' first payment system, which in turn urges merchants to operate in good faith.

Complaint: Buying furniture is difficult to return

The reporter received many consumer complaints, reflecting that the purchase of furniture suffered from flicker, but it is difficult to return.

Aunt Tang, who is in her 60s, said that in June this year, she bought a set of sofas at a counter in a large furniture city on Kangwang Road and spent 3,900 yuan. At that time, the merchants were guaranteed to be genuine leather, and they lost ten yuan. They also said that "the sales price cannot be invoiced." Who expected, Aunt Tang bought the sofa back and sat for about 3 hours, red itching around the thighs, skin allergies, spent more than 400 yuan treatment in the hospital.

Soon after, Aunt Tang asked the merchant to request a return, but the merchant asked her to test that the sofa was not leather. "I don't know how to do it well. If you really want to go and test this road, you still have to work hard." Tang Ayi had no choice but to look for the industrial and commercial department.

"I want justice, not money!" Another consumer, Mr. Ma, is more realistic. He bought a whole set of bedroom furniture, including beds, bedside tables, bookcases, etc., which cost more than 30,000 yuan, but these furniture have been Exudes an unpleasant smell. In this regard, the merchant insisted that the quality is no problem, and asked Mr. Ma to issue an unqualified test report before it can be processed.

After several twists and turns, Mr. Ma went to the city quality inspection center for formaldehyde testing, which cost more than 800 yuan. The results showed that the formaldehyde exceeded the standard by more than 2 times. With this test report, coupled with the coordination of industry and commerce, the other party finally agreed to refund 95%.

According to the statistics of the 12315 Command Center of Guangzhou Industrial and Commercial Bureau, in the first half of this year, the center received a total of 295 furniture consultations, 664 complaints (applications) and 20 reports, accounting for 0.40%, 1.92% and 0.27 respectively. %. This means that the average monthly complaints exceeds 100; and the complaints mainly point to the problem that the merchant does not handle the product after the quality problem occurs, the merchant fails to deliver the goods on time, and the ordered furniture is not on the board.

Visit: Furniture sales are not transparent enough

In fact, in recent years, the quality inspection rate of Guangzhou furniture products has not been high. Corresponding to the complaints from consumers, in April this year, the Municipal Quality Supervision Bureau conducted a random inspection of the quality of furniture products produced in Guangzhou, and a total of 43 batches of products were inspected. The qualified rate of physical quality inspection was only 55.8%, with 6 batches. The amount of formaldehyde released from the panel furniture exceeded 25%, and the manufacturers used unqualified wood-based panels and inferior adhesives for cost reduction; there were 15 batches (62.5% of the total unqualified) wooden cabinet stability project. Qualified, the manufacturer used a thin back plate to save material, causing the product to be unbalanced after the drawer was pulled out or the door was opened.

The relevant person of the National Furniture Product Quality Supervision and Inspection Center (Guangdong) Center also said that the average pass rate of furniture in Guangdong Province in recent years is 70%-80%.

According to the reporter's understanding, the current furniture products are not included in the product catalogue of the state's mandatory “three guarantees” period, and the “three guarantees” period agreed by the operators and consumers is implemented, and this also causes some vague areas of furniture consumption. Many merchants are not very transparent and transparent about whether furniture can be returned or not tested. Some sellers will not issue invoices on the grounds of promotion, etc., and the test qualifiers are required to be presented after the buyer has confirmed the purchase. The consumer is not fully informed beforehand.

The reporter visited the furniture stores such as Xiangjiang Home City and Meikemeijia. In a furniture store, the reporter asked about a white leather corrugated one meter eight bed is what the skin of the material, the sales staff was originally called "imported yellow cowhide", but later changed the mouth to say "all produced in Shenzhen", and laughed that "how is possible From France to the mattress and bed to Guangzhou." She saw the reporter's unrequited look, and quickly said: the sofa can provide a five-year warranty, the mattress can provide 20 years of quality assurance, but did not know whether the problem can be returned after the sale.

In the Essen Allen brand area of ​​the “Meikemeijia” home decoration store, the reporter asked to check the quality assurance book of the furniture. The clerk answered that there is no guarantee in the store, they are all at the headquarters, but as long as they buy the furniture, they will copy the guarantee. The pieces are sent together. Buyers think that the family has quality problems, how to deal with them? The clerk said that if the buyer finds a problem, he or she will make an opinion after self-testing, and the third party will not take the legal notice to solve the problem.

Difficulties: the business shirks responsibility, consumers can not afford to hurt

"If the furniture rights are to pass the self-testing link, it is quite troublesome." Mr. Ma’s feelings of trying the furniture inspection revealed the difficulties of the furniture defenders. Ordinary citizens do not know the way to detect furniture. Even if they know it, they will take into account the consequences of costs and so on. The reporter learned that the more authoritative furniture testing institutions in Guangzhou include the Guangzhou Quality Inspection Institute and the Guangdong Quality Inspection Institute. The latter's furniture testing center is located in Shunde.

The reporter called the Building Materials Fire Services Department of the Guangzhou Quality Inspection Institute. The staff said that the department only accepts the physical and chemical properties and mechanical properties of the furniture according to national standards, such as formaldehyde content and stability, etc., about 40 small items, as to whether the leather Whether it is solid wood or not capable of testing.

The staff of the Municipal Quality Inspection Institute introduced the formaldehyde content of furniture as an example. Because the instruments are very large, they cannot go out for service. Generally, consumers are required to transport the furniture to the quality inspection center, fill in the payment, confirm the entrustment, and the quality inspection institute will Make a test report within 5 working days, the fee is 500 yuan / time. In addition, it is also possible to pass the air detection method, but this lack of persuasiveness, in addition to the furniture will emit formaldehyde, the room interior paint may also have formaldehyde, the influencing factor is too large, a charge of 800 yuan. The staff also specifically reminded that "the furniture inspection link is more complicated, and it requires the inspection and analysis of the slice. Here, the cut is a little bit. After the inspection, it is not decent, it is equal to scrapping."

According to the relevant person in charge of the National Furniture Product Quality Supervision and Inspection Center (Guangdong) Center, with the exposure of events such as Da Vinci, all aspects of awareness have been strengthened, and the situation of personal inspection of furniture has increased recently. The main test is whether the furniture is mahogany or huanghuali. Such as precious wood, formaldehyde, etc., most of the high-end furniture.

"However, the average person will not choose to do so unless the demand is very urgent, or there is a full grasp of the problem of detection." The person in charge said that personal testing rights, but also to confirm which manufacturer or merchant to produce, sell, to ensure Its recognition of the results. Some consumers who have experienced furniture rights protection have explained the difficulties to the reporter: once they suspect that the family has problems, the merchants often ask themselves to provide test certificates that prove unqualified, which will make them into a dilemma. First, the test needs to transport the furniture to the testing center, and the cost is not low. Some furniture costs two or three thousand yuan, and one test costs at least several hundred yuan. Second, after the furniture is tested, it is equal to scrapping. If the test result is qualified, or the merchant still does not accept the account, then the loss will be even more serious. In this way, in the entanglement between inspection and non-inspection, things are getting longer and longer, and some consumers will give up.

Li Yongqiang, secretary general of the Municipal Consumer Council, said frankly that the current focus of furniture complaints is that it is more difficult to defend rights. Some merchants exaggerate the situation when they sell. Consumers find problems and go back to find businesses. Merchants always evade for various reasons, which are more common. It is to ask the buyer to produce a report. "In this case, in fact, the merchant should present a report that proves that the furniture is qualified. If it is not available, it will prove that there is a problem."

Weapons: Try to promote the first payment system

　

Detecting rights protection, let some ordinary furniture consumers sigh "can not afford to hurt", how to better protect their rights and interests?

Wang Ke, president of the Guangdong Furniture Association, said that the overall quality awareness of furniture production and operation companies in Guangzhou and Guangdong has been increasing in recent years, but there is still room for improvement and improvement.

Wang Ke suggested that you can learn from the practices of Shunde and other places, and the government and the industry will take the lead in promoting the advance payment system. That is to say, the major market managers can ask the settled merchants to sign the advance payment convention, pay a deposit ranging from several thousand yuan to one hundred thousand yuan, and set up a separate account to ensure that the funds are earmarked. Once the consumer complains about the quality of the furniture, if the merchant does not cooperate, the consumer can complain to the market. If the market determines that the merchant has such problems as false publicity, shoddy, and false, it can directly withdraw the deposit from the merchant. The current paying consumers, then the merchants will do the aftermath.

The implementation of the "first pay" system has greatly restricted the business behavior of the merchants, solved the problem of difficult consumer complaints, difficult claims, and difficulties in implementing the "lawsuits", and has certain guarantees for protecting the interests of consumers. In turn, urge the business to operate with integrity. According to reports, as a "China's furniture business capital" Shunde Lecong, in 2008 to carry out collective integrity brand building, of which the first line of compensation fund is a bright spot, after a year of implementation, the number of furniture complaints decreased by 50%.

answer:

If the merchant cannot provide the certificate of conformity, it should take the initiative to send the inspection and clear the responsibility.

Should I show a test compliance report when selling furniture? If there is a problem, who needs to bear the cost?

In this regard, Guangzhou Industrial and Commercial Bureau pointed out that according to the relevant provisions of the "Product Quality Law", the logo on the product or its packaging must be true, and there is a certificate of product quality inspection. Therefore, when selling furniture in a furniture store, it should provide or publicize the product quality inspection certificate. This certificate can be the inspection conformity report issued by the authoritative testing organization, or it can be the self-inspection certificate issued by the manufacturer with testing capability. It is recommended that the merchant provide the test certificate of the authority as much as possible to make the consumer more assured.

In view of the fact that after the inspection of furniture products can not continue to be used, and the inspection fee is high, consumers and operators often cannot reach the inspection agreement, which is stipulated in Article 27 of the Measures for the Implementation of the Law of the People's Republic of China on the Protection of Consumer Rights and Interests of Guangdong Province. In the case that it is difficult to detect and identify, the operator shall provide evidence that the furniture has recently passed the statutory testing agency's qualified report, commodity supply contract, etc., and proves that there is no fault. The operator cannot provide such evidence and the operator insists that he has no If the fault is wrong, the operator may advance the cost of the sample, the test fee, etc., and send the sample to the authority for testing, and then clarify the responsibility according to the test result.

remind:

Consumers should pay attention to pre-emptive rights

"Some citizens bought furniture, the invoice did not need to be inspected, and the test was not read, which made it difficult to defend their rights afterwards." The relevant person in charge of the Municipal Industry and Commerce Bureau reminded the public to attach importance to the protection of rights beforehand. When purchasing furniture, the merchants were required to indicate the furniture on the documents. Name, model, color, material and other related information, and indicate the delivery time, the "three guarantees" period and other verbal commitments, to be "black and white", retain relevant documents and promotional materials, and provide strong support for post-defense rights evidence of. After consumers find that there are quality problems in the furniture, it is recommended to consult with the merchant or the manufacturer first. If the negotiation fails, they can complain to the Consumer Council or appeal to the administrative department of industry and commerce, or apply for arbitration or file a lawsuit.

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