Currently, there is no unified "three guarantees" policy in the furniture industry, which has led to a high number of consumer disputes. To avoid problems, it's crucial for consumers to negotiate and clearly define the terms of warranty, repair, and return with the seller before making a purchase. Having this agreement in writing can significantly help in resolving conflicts later on. Recently, the Zhongshan Consumer Council in Guangdong Province issued a warning to remind consumers to be cautious when buying furniture and to use legal tools to protect their rights.
Rising Number of Furniture Complaints
At present, the furniture industry lacks standardized "three guarantees" policies. When disputes arise, the Consumer Association usually relies on laws such as the Consumer Rights Protection Law and the Product Quality Law, along with general regulations like the Repair and Return Responsibility Rules. However, each company often provides different commitments, leading to inconsistencies and difficulties in dispute resolution. Many consumers find the process costly and unfair, especially regarding product quality assessments.
In Zhongshan City, the Consumer Council received 17 furniture-related complaints last year. From January to June this year, that number increased to 19, showing a clear upward trend. Common issues include poor quality, false advertising, mismatched goods, and lack of invoices.
Challenges in Resolving Disputes
Last January, Mr. Li purchased a set of Xiantao Wanzi mahogany sofas from a furniture store in Zhongshan for over 8,000 yuan. The merchant didn't issue an invoice. Within two days, the sofa cracked, and the promised seat cushions and pillows were never delivered. During negotiations, the merchant was uncooperative. They agreed to a return but only after deducting 2,000 yuan for service and shipping fees. Despite the Consumer Council's intervention, Mr. Li still hasn't managed to return the item fully.
Consumer Ms. Luo bought a set of high-end furniture last year. In April, she noticed small holes in her wooden TV cabinet, followed by signs of insects and wood chips. She discovered that the product description on the manufacturer’s website claimed "imported Italian leather," but the actual materials listed were "microfiber skin." After repeated calls to the merchant, she received no satisfactory response. Eventually, with the help of the Consumer Council and the industry and commerce department, the merchant agreed to refund 73,490 yuan for all the furniture.
Another case involved Mr. Li, who bought a sofa claiming to be made of solid wood. However, after use, he found parts of the seat peeling off, protruding nails, and mold on the bottom. The merchant admitted the sofa was made of compressed wood but insisted it was still considered solid wood. After mediation, the merchant agreed to provide the inspection report and offer warranty services.
Consumer Advice
To address the challenges faced by consumers, the Zhongshan Consumer Council recently issued a warning with several key recommendations:
- Before purchasing furniture, understand and confirm the service promises made by the seller, and try to have them in writing.
- Shop at formal malls to ensure better after-sales support.
- Purchase furniture based on your needs and budget, and prioritize eco-friendly products. Be sure to ask about the materials used and verify them thoroughly.
- When signing the contract, carefully review the terms, especially those related to quality, after-sales service, and breach of contract. Pay attention to custom clauses and avoid any unfair terms.
- Keep all receipts, invoices, warranty cards, and promotional materials to support future complaints or claims if needed.
By being informed and proactive, consumers can better protect their rights and reduce the risk of disputes when buying furniture. Zhang Yongquan, Xie Hui, Reporter Huang Wei
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