The lack of standards leads to a proliferation of consumer traps. When will furniture customizations be able to get rid of worries?

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Due to the inconsistency between the customized set of cabinets and the in-store samples, Mr. Liu repeatedly asked for samples to be re-created, but he was rejected. Mr. Liu's experience is not an exception. According to the statistics of the Municipal Market Supervision Bureau's report and complaint center, the city received 958 complaints for renovation building materials last year, an increase of 47.6% compared with 2015. Among them, complaints about furniture customization account for at least 50%.

Loss of standards leads to consumption traps

“An important reason why furniture customization is criticized by consumers is the lack of custom furniture standards. There are no clear requirements for pricing methods, plates, warranty periods, and after-sales services, leading to an increasing consumption trap.” Executive Committee of the City Furniture Association Chang Yang Junyuan frankly stated.

Recently, when I visited several furniture stores in Luancheng, I discovered that furniture customization has different “algorithms” in terms of pricing methods, plates, and years of warranty, and the differences between businesses are large. Taking board as an example, the classification of boards in the current furniture custom industry is relatively small. The name of the complicated plate made consumers dazzled, but also allowed some unscrupulous businessmen to find a way out. For example, a merchant is obviously using artificial wood veneer and confusing the concept to consumers who do not understand the market, saying that the furniture is pure solid wood furniture.

In addition, a variety of pricing methods also make consumers scratch their heads. The author finds that different merchants have different pricing methods. They are denominated in terms of denominations, and they are priced based on the expanded area, and they are also priced according to the shaded area. Such as custom cabinets, most businesses choose to denominated by the delay meters; custom closet, most businesses choose to press the area to be priced; for the special size of the provisions of the furniture, businesses will choose to shadow area pricing.

“There is no rule that does not constitute a radius. At present, China’s standard for furniture customization has only one recommended industry standard, namely JZ/T 1-2015 “Household Custom Home Furnishing Products.” Furniture customization is in urgent need of more comprehensive and detailed standards. “Yang Junyuan disclosed that at present, local standards for furniture custom quality, craftsmanship and service are already in place, and it is expected to be officially released by the end of this year. In the next step, the municipal quality supervision bureau will introduce more local standards for furniture customization according to the actual situation and safeguard the rights and interests of consumers.

Poor connectivity leads to continuous disputes

Furniture customization is a consumer behavior tailored to individual consumer needs. The consumption process generally includes 8 links: communication between the two sides, field measurement, product design, design determination, balance payment for order submission, manufacturer production, installation, and buyer acceptance. These eight links are intricate and interlocking. Once there is a convergence problem in one of these links, it may create consumer disputes.

Yu Leimin, deputy secretary-general of the Municipal Consumer Protection Committee, told the author that complaints about custom furniture are generally divided into three categories: First, there is a problem with product quality. After the installation of the product is completed, there is often a dispute between the consumer and the merchant due to the poor quality of the sheet, the color difference of the furniture, etc.; second, the communication is not smooth. Most consumers do not understand the process of furniture customization. Some designers have blindly catered to consumers as soon as possible, lacking reasonable communication and recommendations, and thirdly, complaints of after-sales services. Since furniture customization is a "tailor-made" service, even if there are problems after installation, businesses often only repair, and become the main cause of consumer disputes.

Yu Leimin suggested that before customizing furniture, it should do more homework, listen more, read more, understand more, and compare with each other. Try to choose the businesses with higher popularity to provide services. In the pursuit of personalization, ensure the quality and practicality of the products. . In addition, the consumer should sign a detailed contract with the business and specify the information on the furniture substrate (brand, model, environmental indicator), color, and size on the drawings attached to the contract. Before the furniture is installed, consumers should personally inspect the goods and sign the receipt after determining that the materials are used correctly. Consumers can also keep a balance at the time of purchase and pay the balance after confirming that the furniture has been installed without any problems.

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