Ms. Zhong, a citizen, told her about the troubles of her custom furniture two days ago: she had customized the whole set of furniture a month ago. Two days ago, the manufacturer sent the product, but found that many places did not match the original customization. The reporter sorted out recent complaints and found that complaints in this area began to increase as custom furniture became more popular.

Complaint: Furniture color fabric does not match

"My custom sofa color is sky blue, but it is taupe, but the color of the floor and the wall does not match at all." Ms. Zhong is a commuter, they are located in the city of Kaifu in Kaifu District. The renovation of the new house is about to be completed, so I contacted a large national company that made custom furniture through a online inquiry a month ago, and customized the whole set of furniture except the kitchen. The size of the door, the sample, the contract, the previous service is very good. Two days ago, after the manufacturer sent the furniture to install it, Ms. Zhong found the problem. She also suspected that the material used for the sofa cover was not originally customized. After receiving the complaint from Ms. Zhong, under the coordination of the reporter, the regional manager of the manufacturer personally went to Ms. Zhong’s house to negotiate and promised to re-process the problem product. Ms. Zhong expressed satisfaction with this.

Through the combing of the complaints of the Guangsha hotline in recent days, the reporter found that with the rapid spread of the custom furniture business in Changsha, complaints about custom furniture grew rapidly, and the complaints were mainly concentrated in the original customization, and the supply was not Timely, after-sales service is not in place.

Market: Custom furniture is getting hotter

At present, there are both traditional furniture manufacturers engaged in furniture customization in Changsha market, and home improvement companies relying on the rapid rise of “Internet Ten”. “The size of the door, the three-dimensional renderings, these are free.” Miss He, a business manager of a custom furniture company in Changsha, told reporters that as a national brand, they built a model with an area of ​​over 1,000 square meters in the eastern suburbs of Changsha. Exhibition hall, and the company has a production base in Xiangyin, the price of a full set of furniture can be customized according to the area of ​​the house, from different levels, from 550 yuan / square meter to 1,200 yuan / square meter, there are multiple grades of custom furniture for consumers select.

“A full set of custom furniture is still in its infancy in Hunan, and the market potential is huge.” The head of the Hunan Provincial Furniture Association was interviewed by the reporter and analyzed that it currently accounts for about 10% of the furniture market, but due to convenience, economy, individuality, etc. The reason is increasingly loved by young consumers, and the growth rate is very fast. However, compared with standard finished furniture, custom furniture has higher requirements for design and service. From the requirements of size, structure, function and color of furniture, it will greatly test the comprehensive ability of furniture enterprises. If it is not handled well, the contradictions will increase.

Reminder: the contract is as fine as possible

The person in charge of the Hunan Consumers Association said that the current furniture products have not been included in the catalogue of the national mandatory “three guarantees” period. Now it is generally the operator and the consumer to agree on the “three guarantees” period, which also makes the furniture consumption appear somewhat fuzzy. zone. Many merchants did not explicitly tell questions about whether custom furniture can be returned or not. In an interview, the reporter found that Changsha's furniture customizers generally indicated "maintenance of the manufacturer" in the contract, but there is no clear rules on what to maintain.

Due to the special nature of custom furniture, it is easy to cause disputes over the problems that occur during the use: custom furniture has "uniqueness", which also leads to problems, even if the problem is more serious, most of the merchants will be customized, only willing to mend Unwilling to return, this will naturally lead to consumer dissatisfaction. Therefore, the person in charge of the Hunan Consumers Association reminded: When customizing furniture, consumers must carefully review the samples, communicate with designers and manufacturers, and specify the production materials, processes, accessories, installation and after-sales services in the contract. In the event of a dispute, it is convenient for consumers to defend their rights.