Currently, the furniture industry lacks a unified "three guarantees" policy, leading to persistent consumer disputes. To protect their rights, consumers are advised to negotiate and document any warranty terms with sellers before purchasing. This helps ensure accountability and easier resolution in case of conflicts. Recently, the Zhongshan City Consumer Council issued a warning to help consumers make informed decisions when buying furniture.
Rising Furniture Complaints
At present, there is no standardized "three guarantees" policy in the furniture sector. When disputes arise, the Consumer Association typically refers to laws like the "Consumer Rights Protection Law" and the "Product Quality Law," as well as guidelines on repair, replacement, and return responsibilities. However, each company's policies vary, making dispute resolution difficult. Issues such as high costs, biased quality assessments, and unclear commitments often complicate the process.
In Zhongshan, Guangdong, the Consumer Council received 17 furniture-related complaints last year. From January to June this year, the number rose to 19, showing an increasing trend. Common issues include poor product quality, misleading advertising, missing invoices, and unfulfilled promises.
Challenges in Dispute Resolution
Last January, Mr. Li bought a set of Xiantao Wanzi mahogany sofas in Zhongshan for over 8,000 yuan, but the seller didn’t issue an invoice. The sofa cracked within two days, and promised items like seat cushions and pillows were never delivered. During negotiations, the seller was uncooperative, demanding a 2,000 yuan fee for service and shipping if he wanted a return. After intervention by the Consumer Council, the gifts were sent, but the return wasn’t finalized due to the seller’s resistance.
Consumer Miss Luo purchased high-end furniture last year. In April, she noticed small holes in her wooden TV cabinet, with signs of insects and wood chips. She found conflicting information about the materials—promoted as Italian leather and Middle Eastern stone—but the product certificate stated “microfiber skin,†while the sales list said “leather.†Despite multiple calls, the merchant did not respond adequately. Eventually, after mediation, the merchant agreed to refund 73,490 yuan.
Another consumer, Mr. Li, bought a sofa claimed to be solid wood. However, the seat peeled off, nails protruded, and the bottom became moldy. The seller admitted the material was a compressed board but insisted it was still considered solid wood. After mediation, the seller provided the manufacturer’s inspection report and offered warranty service.
Consumer Tips from Zhongshan Council
To address these challenges, the Zhongshan Consumer Council has issued several recommendations:
First, consumers should understand and document the seller’s warranty policies in writing before purchasing. Second, it’s advisable to buy from formal stores that offer reliable after-sales support. Third, make rational purchases based on personal needs and budget, choosing environmentally friendly products and being aware of the materials used.
When signing a contract, carefully review all terms, especially those related to product quality, after-sales service, and breach of contract. Avoid overlooking custom clauses that may be unfair. Keep all receipts, invoices, and promotional materials for future reference in case of disputes.
Reporters: Zhang Yongquan, Xie Hui, Huang Wei
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