At the beginning of this year, Ms. Zhou, who lives on Shangyang Road, spent more than RMB 5,000 to customize a whole wardrobe for the bedroom. After using for more than 1 week, she accidentally discovered that the slides of the two drawers in the wardrobe were stuck. Ms. Zhou found the seller, but the other party said that the warranty scope of the custom furniture only includes the main materials such as panels, and wearing parts such as handles and slides are not covered by the warranty, and refused to repair for free. Helpless, Ms. Zhou can only "sigh" and pay for repairs herself.
Yesterday, the reporter visited some furniture stores in the urban area and learned that most brand furniture stores have detailed regulations on the warranty period and scope: the warranty period for the main materials and accessories of custom furniture is generally 1 year, during which consumers can get free repairs Services, also provide life-long maintenance services; some small furniture stores provide different warranty services, some say two years warranty, some say 3 years or even longer, but the warranty covers only the main materials, some wear and tear Accessories are not covered by warranty.
Lack of relevant standards
The situation encountered by Ms. Zhou is not unique. The reporter learned from the Consumers Association yesterday that nearly 30% of recent consumer complaints about the furniture industry are related to the after-sales maintenance of custom-made furniture.
"Customized furniture is generally not allowed to be returned, so once quality problems occur, after-sales maintenance becomes an important issue." The staff of the Municipal Consumers Association said that because the relevant specifications of the customized furniture market have not been perfected, the country has not issued relevant standards. Therefore, there is no uniform standard for its warranty and other issues. In order to attract customers, some furniture stores often describe the warranty period as 3 years, 5 years or even longer. When the warranty is needed, they are blamed for various reasons and damage the interests of consumers.
In addition, the furniture parts of most furniture factories are not produced by themselves, but are provided by professional furniture parts factories. Some parts with more personalized styles are produced in smaller quantities, and the replacement of furniture styles is faster. It is often difficult to match with time. It also makes it difficult to repair and repair custom-made furniture.
Best agreed in advance
The staff of the Municipal Consumers Association reminded that consumers should choose brand furniture enterprises with credibility and long-term service guarantee when choosing custom furniture. When signing the order with the merchant, in addition to specifying the size, material, delivery time, and liability for breach of contract of the furniture in detail, the warranty period and warranty scope should also be clearly agreed, so that there is sufficient evidence when defending the rights.
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