Furniture quality information is opaque, it is difficult for consumers to protect their rights

The exposure of the Da Vinci incident this year has placed the furniture industry in the spotlight and attracted increasing attention from consumers. Recently, reporters have successively received reports that citizens have problems with their buyers, but it is difficult to protect their rights.

Nowadays, testing has become a “stumbling block” for some businesses to block consumer rights. Many consumers report that merchants often find it necessary to issue quality inspection reports to put consumers in a dilemma in safeguarding their rights. After all, not only does it cost to inspect furniture by themselves, it is also scrapped after inspection. In the entanglement, some consumers just stop.

The reporter learned yesterday that since the beginning of this year, Guangzhou 12315 has averaged more than 100 complaints about furniture each month, some of which are aimed at the situation where the merchant does not deal with the quality problems of the product. There are many furniture markets in Guangzhou. Relevant experts suggest that the government can guide the furniture market to promote the merchant ’s first compensation system, which in turn urges the merchants to operate in good faith.

Complaint: Buying furniture is difficult to return

A few days ago, the reporter received many consumer complaints, reflecting that the purchase of furniture suffered from flicker, but it was difficult to return the goods.

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 3900 yuan. At that time, the merchant guaranteed that it was genuine leather, and paid a fake ten, and said that "the promotional price cannot be invoiced." Unexpectedly, Aunt Tang bought the sofa and sat for about 3 hours. The thighs were red and itchy, and the skin was allergic. It cost more than 400 yuan to the hospital.

Soon after, Aunt Tang went to the merchant to ask for a return, but the merchant asked her to test and prove that the sofa was not genuine leather.

"I don't know what to do. If you really want to go this way, you have to work hard." Aunt Tang was helpless and had to deal with the industrial and commercial department.

"What I want is fairness, not money!" Another consumer, Mr. Ma, is more real. He previously 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 It emits an unpleasant smell. In this regard, the merchant insisted that the quality was no problem, and asked Mr. Ma to issue an unqualified test report in order to deal with it.

After several twists and turns, Mr. Ma went to the City Quality Inspection Institute for formaldehyde testing, which cost more than 800 yuan. The results showed that the formaldehyde exceeded the standard by more than twice. With this test report and the coordination of industry and commerce, the other party finally agreed to refund 95%.

The statistics obtained by the reporter from the 12315 Command Center of the Guangzhou Municipal Industry and Commerce Bureau show that in the first half of this year, the center received 295 furniture consultations, 664 complaints and 20 reports, accounting for 0.40% and 1.92 of the total respectively. % And 0.27%. This means that the average monthly complaint is more than 100; and the complaints mainly point to: the merchant does not deal with the product after the quality problem occurs, the merchant fails to deliver to the door on time, and the order of the furniture is not correct.

Visit: Furniture sales are not transparent enough

In fact, in recent years, the quality sampling rate of Guangzhou furniture products has not been high. Corresponding to consumer complaints, in April of this year, the Municipal Quality Supervision Bureau organized a random inspection of the quality supervision of furniture products produced in Guangzhou. A total of 43 batches of products were randomly checked. The qualified rate of physical quality after inspection was only 55.8%, with 6 batches Times (accounting for 25% of the total number of unqualified) board furniture formaldehyde emissions exceeded the standard, the relevant manufacturers used unqualified wood-based panels and inferior adhesives to reduce costs; there are 15 batches (62.5% of the total number of unqualified) wooden cabinet stability items are not Qualified, the manufacturer uses a thin back plate to save material, resulting in an unbalanced product center of gravity after the drawer is pulled out or the door is opened.

Relevant persons from 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 has been 70% -80%.

The reporter learned that furniture products also enjoy the "three guarantees" (repair, replacement, and return) services, but they are not included in the national catalogue of compulsory "three guarantees", and implement the "three guarantees" agreed between the operator and the consumer. "Package" period, and this has caused some vague areas of furniture consumption. Many merchants have not been very open and transparent about whether the furniture can be returned or exchanged, and whether it has passed the test. Some sellers will not issue invoices on the grounds of promotion, etc., and the test certificate also requires the buyer to show it after the buyer confirms the purchase, and the consumer is not fully informed in advance.

Recently, the reporter visited furniture stores such as Xiangjiang Furniture City and Meikemeijia. In a furniture store, the reporter asked what kind of material is a white leather corrugated one-meter eight-meter bed. The salesperson initially called it "imported yellow cowhide", but later changed the name to "all produced in Shenzhen" and laughed and said "how is it possible" Ship mattresses and beds from France to Guangzhou. " She saw the reporter's uneasy look, and quickly said: the sofa can provide a five-year warranty and the mattress can provide a 20-year quality guarantee, but it is not clear whether the problem can be returned after the sale. In another private store, the sales staff did not respond positively to the after-sales problem, and some shoe cabinets and cabinets were being promoted on the spot, and only simple sales orders could be opened without invoicing.

In the brand area of ​​Meikemeijia, the reporter proposed to check the quality assurance letter of the furniture. The clerk replied that there is no guarantee letter in the mall. They are all in the headquarters, but as long as they buy the furniture, they will send a copy of the guarantee letter together. Buyers think that the home has quality problems, how to deal with it? The store clerk said that if the buyer finds a problem, he will make a suggestion after testing it by himself, and the third party will notarize and solve it through legal channels.

Difficulties: It is difficult for consumers to defend their rights

"If furniture protection rights have to pass the self-testing link, it's quite troublesome." Mr. Ma who tried the furniture inspection expressed the difficulty of furniture defenders. Ordinary ordinary citizens do not know the way of furniture testing, and even if they do, they will take the cost consequences into consideration and will move forward.

The reporter learned that the more authoritative furniture testing institutions in Guangzhou are the Guangzhou Quality Inspection Institute and the Guangdong Quality Inspection Institute. The latter's furniture inspection center is located in Shunde.

Yesterday, the reporter called the Building Materials and Fire Services Department of the Guangzhou Municipal Quality Inspection Institute. The staff said that the department only accepts the physical and chemical properties and mechanical properties of furniture in accordance with national standards, such as formaldehyde content and stability, about 40 small items. Whether genuine leather or solid wood is incapable of testing.

According to the staff of the city quality inspection institute, taking the formaldehyde content of furniture as an example, since the instruments are very large, they cannot go out for service; generally consumers need to transport the furniture to the quality inspection institute, fill in the form and pay the fee, confirm the commission, and the quality inspection institute will A test report is made within 5 working days, the fee is 500 yuan / time. In addition, it can also pass the air detection method, but this lack of persuasion, in addition to furniture will emit formaldehyde, indoor paint may also have formaldehyde, the influencing factors are too large, a fee of 800 yuan. The staff also specifically reminded, "The furniture inspection process is more complicated and requires slice inspection and analysis. Cut a little bit here and then cut a little bit. After the inspection, it is not decent, which is equivalent to scrapping."

The relevant person in charge of the National Furniture Product Quality Supervision and Inspection Center (Guangdong) revealed that with the exposure of Da Vinci and other events, awareness of all aspects has increased, and the number of personal furniture inspections has increased recently, mainly testing whether the furniture is mahogany, Huanghuali, etc. Precious wood, formaldehyde, etc., mostly high-end furniture.

"However, the average person will not choose to do this, unless the demand is very urgent, or have full confidence in detecting the problem." The person in charge introduced, personal testing rights, but also to verify which manufacturer or merchant produced and sold to ensure Its recognition of the results.

Some consumers who have experienced furniture rights protection have explained the difficulty to reporters: Once they suspect that they have problems with their homes, businesses often ask themselves to provide a test certificate that proves unqualified, which will put them in a dilemma. First, the inspection requires the furniture to be transported to the inspection center by itself, and the cost is not low. Some furniture only costs two or three thousand yuan, and at least a few hundred yuan for one test; second, after the furniture is tested, it is equivalent to scrapping. If the test result is qualified, or the merchant still does not recognize the account, then his own losses will be even more severe. In this way, in the entanglement between inspection and non-inspection, the longer the matter is delayed, some consumers will just stop there.

Yesterday, Secretary General of the Municipal Consumer Council Li Yongqiang admitted that one of the focal issues reflected in the current furniture complaints is that it is more difficult to protect rights. Some merchants exaggerate the situation during sales. Consumers find the problem and go back to the merchant. It is common to require buyers to present a report. "In this case, in fact, the merchant should present a report certifying that the furniture is qualified. If it cannot be obtained, it proves to be a problem."

Li Yongqiang said that if the merchant can produce the corresponding report, but the consumer is still skeptical, he can invest in the test first. If the result proves that there is a problem with the home, the merchant should also bear the test fee while refunding the fee.

Tips: You can try to promote the advanced compensation system

Detecting rights protection has made some ordinary furniture consumers sigh "can't afford to hurt". How can we better protect their rights and interests?

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

Wang Ke suggested that you can learn from Shunde and other places, guided by the government, led by the industry and the market, and promote the advance payment system. That is to say, the major market managers can require the merchants who settle in to sign the advance payment convention, pay a deposit ranging from several thousand yuan to one to two hundred thousand yuan, and set up an independent account to ensure that the special funds are used exclusively. 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 problems such as false publicity, sub-charging, and false, it can directly withdraw money from the deposit paid by the merchant. Pay the consumers first, and then the merchants will do the aftermath.

The implementation of this advanced compensation system greatly restricts the business operations of merchants, solves headaches such as the difficulty of consumer complaints, the difficulty of settlement of claims, and the difficulty of enforcement after winning the "lawsuit". It has certain protection for the protection of consumer interests. In turn, urge businesses to operate in good faith. According to reports, Shunde Lecong, as "China's furniture trade capital", started collective credit brand building in 2008. Among them, the first compensation fund is a highlight, and the number of furniture complaints has been reduced by 50% after one year of implementation.

Answer: If the merchant cannot provide the certificate of conformity, it should take the initiative to send the inspection to distinguish the responsibility

Should I show a test report when selling furniture? If there is a problem, who needs to pay for the re-test?

The Guangzhou Municipal Administration for Industry and Commerce 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 have a certificate of product quality inspection. Therefore, when selling furniture, a furniture store should provide or publicize its product quality inspection certificate, which can be an inspection certificate issued by an authoritative inspection agency or a self-test certificate issued by a manufacturer with inspection capabilities. It is recommended that merchants provide certification test certificates from authoritative institutions as much as possible to make consumers more at ease.

In addition, in view of the fact that the scrapped furniture products cannot be used after testing, and the testing fee is relatively high, consumers and operators often fail to reach an agreement for inspection, which belongs to Article 27 of the "Guangdong Province Measures for the Implementation of the Consumer Rights Protection Law of the People's Republic of China" In the case of “difficult to test and appraise”, the operator shall provide the evidence of the furniture ’s recent conformity test and commodity supply contract, etc., which prove that he has no fault, and cannot provide these evidences. The operator insists that If you are not at fault, the operator may advance the sample fee, test fee and other fees, and send the sample to the authoritative organization for testing to classify responsibilities according to the test results.

Reminder: consumers should pay attention to protecting rights in advance

"Some citizens bought furniture, did not need an invoice, and failed to read the test certificate, which made it very difficult to protect rights afterwards." The relevant person in charge of the Municipal Industry and Commerce Bureau reminded the citizens to pay attention to the rights protection in advance, when buying furniture, the merchants are required to indicate the furniture on the documents The name, model, color, material and other relevant information, and indicate the delivery time, "three guarantees" period and other verbal commitments, to do "white paper and black letters", keep the relevant documents and promotional materials, and provide powerful protection for the rights after the event evidence of. After discovering that there are quality problems in furniture, consumers suggest that they first negotiate with the merchant or manufacturer. If the negotiation fails, they can complain to the Consumer Council or the administrative department of industry and commerce, and can also apply for arbitration or file a lawsuit.





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