In the current furniture industry, especially within the solid wood cabinet sector, a growing chaos has emerged, significantly impacting the development of this market. Experts point out that with the rising popularity of solid wood cabinets, some unscrupulous merchants have taken advantage by misleading consumers, using deceptive tactics to gain unfair profits. To better understand these practices, let’s look at a recent case reported by a consumer in Hangzhou.
A few days ago, Ms. Wang, a customer from Yuhang District, filed a complaint with the local Industry and Commerce Bureau after she ordered a set of custom-made furniture from a well-known brand store. She had visited the Jiangnan Furniture Market and selected a wardrobe that matched her home's interior design. The merchant signed a contract for over 30,000 yuan, promising a product that would match the sample displayed in the showroom.
However, when the furniture was delivered in early May, Ms. Wang noticed a significant color mismatch between the actual product and the sample she had seen. Upon closer inspection, she brought the drawer panel to the showroom and compared it directly with the sample. She discovered that while the sample had a light vanilla yellow finish, the actual product was noticeably darker.
The merchant explained that the sample had been on display for two years and might have faded slightly, while the new furniture was still in its original condition. They claimed the color difference was minimal and not a quality issue. Despite Ms. Wang's repeated attempts to resolve the problem through multiple meetings, no solution was reached.
Eventually, she decided to file a formal complaint with the local industry and commerce authorities. During the mediation process, both parties presented their arguments. The merchant admitted there was a slight color difference but insisted it wasn’t a serious issue. They also argued that repainting the furniture to match the sample was not feasible due to the long-term aging of the original color.
Ms. Wang, however, emphasized that the color discrepancy was most noticeable on two doors of the wardrobe, the drawer panels, and a Roman column. She demanded that the merchant provide those items for free. After several rounds of discussion, the mediator reminded the merchant that the main issue stemmed from the mismatch between the advertised samples and the delivered products. Consumer satisfaction should be the top priority.
Eventually, the merchant agreed to replace the two doors, the drawer panels, and the Roman column at no additional cost. This resolution highlights the importance of clear communication and detailed contracts when purchasing customized furniture.
The Hangzhou Industry and Commerce Bureau (12315) advises consumers to be cautious when ordering custom furniture. It is essential to include specific details such as model, style, material, color, and delivery time in the purchase agreement. This helps prevent situations like "wrong goods delivered" or "panels not matching," and makes it easier to protect one's rights if disputes arise. Always ensure your contract clearly outlines what you are getting to avoid misunderstandings later on.
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