Customizing furniture according to personal preferences has been popular in recent years. However, the consumer is required to pay the full amount when placing the order, and the merchant indicates on the purchase contract that “the fixed product is not refundable”, and once the problem occurs, the consumer is more passive. Recently, Ms. Lin complained that her custom home had problems and her return was difficult, which made her a headache.

Custom furniture is not refundable, no problem, how to solve the problem is a problem

[Case 1] Consumers: Long cracks in custom-made wardrobe sheets, return or 50% off

Merchant: scratching is inevitable, you can apply for replacement, but can not refund

In January of this year, Ms. Lin customized a set of wardrobes, a bedside table and a bed in the Canoya closet store, and paid the full amount when ordering. On June 5th, the merchants came to the door to install, Ms. Lin found that the wardrobe style was different from that of her choice, and she also found some small scratches and small breakages. The installer said that the defective board can be attached to the back. However, Ms. Lin found a crack on the edge of a long board that was more than ten centimeters long. She decided to return the goods to the merchant.

However, the merchant said that scratching is an inevitable problem in the transportation process. Large damage can be applied to the manufacturer for replacement, but it cannot be returned. Ms. Lin proposed to either return the goods or make a 50% discount. Ms. Li, Assistant General Manager of Canoya Wardrobe, said that on June 23, the merchant visited Ms. Lin’s home and asked Ms. Lin to point out the problematic plates on the spot. They registered and replenished the next day. “Quality problems are not determined by the merchants and consumers. The products are definitely tested and certified when they leave the factory.” Ms. Li said that she can only apply for partial compensation to the company (within 10% of the purchase price), and the product has a 5-year warranty. Lifelong maintenance. But Ms. Lin does not agree.

Ms. Lin believes that the customary furniture must pay the full amount before the order is placed, and the problem is not refundable and the unspoken rules of the industry, so that consumers are very angry. On the morning of June 29, the two parties mediated in the face of the Consumer Council of the Huli District Market Supervision Bureau, and the final merchant agreed to return the goods.

[Case 2] Consumer: The size of the customized sofa is too large, and I hope to put the second sale in the store.

Merchant: The size is determined by the customer, the product is too big to sell

In January of this year, Mr. Chen customized a set of sofas in the federal home, and customized a dining table in Shangjing Furniture. After Mr. Chen placed the furniture, he found that the size of the sofa was too large, and the table and the color he requested were different.

Mr. Chen contacted the merchant to reflect the problem. According to the federal home, the fixed product is not refundable and has been written on the order form. Mr. Chen also discussed with the merchants, whether the sofa can be sold at 50% in the store, and the merchant said that the fixed products could not be sold twice. Shangjing Furniture stated that it was going to solve the problem, but after a few months, no staff came to see it.

It stands to reason that before the furniture is customized, the merchant should go to the door to measure, how can there be size problems? Ms. Huang of the Federal Home said that Mr. Chen was present with a designer and a good size. "We have optional services. Is the customer need to go to the door to measure the design, Mr. Chen is not needed, so the size of the sofa should not be his own responsibility?” Ms. Huang also said that this set of custom sofas is much larger than the ordinary finished products, basically can not be sold twice. .

The reporter contacted Shangjing Furniture, a Ms. Luo said that at the time, Mr. Chen was asked to let the designer pass the picture of the table to her, but it was not delivered for several months. She said that the staff will be arranged to visit the door as soon as possible. If the situation is true, the product will be sold later.

[Investigation] "Can't retire" is whether the rules are different for each store.

The reporter asked the sales staff of many furniture stores. If there is any problem with the custom furniture, almost everyone said that the custom furniture is a five-year warranty and lifetime maintenance. What if the custom furniture needs to be returned? The salesperson said, "The fixed products are not returned, and the whole industry is like this."

For the custom furniture requires the payment of the full payment and then the production of the order, the European sales staff said: "If you do not pay the full amount when you place the order, the goods are ready, the customer does not want it, the last paragraph is not given, What do we do? This is tailor-made and there is basically no way to sell it to others."

However, the national chain brand Yi Shili wardrobe sales staff said that in principle, the full amount must be paid when placing an order with the manufacturer. If the customer is not at ease, he may leave a part of the final payment as appropriate. "The total price is several thousand yuan, the last one is three or five hundred yuan, and the tens of thousands can be left for several thousand yuan. There is no prescribed ratio." Local furniture brands such as Haoji and Domani are charged at a fixed rate and submitted under the order. Before the factory is produced, consumers only need to pay 90% or 80% of the full amount.

[Department] The payment method is self-negotiated, and the contract must be clearly seen.

Mr. Peng, a staff member of the Huli District Market Supervision Administration, said that when the custom furniture is placed, the full payment is made. This is a payment method. The payment method is agreed by the consumer and the merchant, and there are no laws and regulations.

Mr. Peng reminded that before buying furniture, you must make clear details on the order contract. If the merchant states on the contract that “this order is a fixed product, it will not be returned,” the consumer must confirm with the merchant. After the order is placed, the consumer wants to change the plan and has to re-sign the contract with the merchant. When accepting the goods, I also have to personally accept the goods on the spot. If there is any problem, I will coordinate with the merchant immediately.

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