In the current furniture industry, especially within the solid wood cabinet market, there is a growing chaos that seriously hinders sustainable development. Experts point out that as demand for solid wood cabinets increases, some unscrupulous merchants are taking advantage by using misleading tactics to deceive consumers and make huge profits. To better understand this issue, let’s look at a recent case involving deceptive business practices.
A few days ago, Ms. Wang, a consumer in Hangzhou, filed a complaint with the Yuhang Branch of the Municipal Industry and Commerce Bureau. She had customized a set of furniture from a well-known brand store in the Jiangnan Furniture Market. However, upon delivery, she discovered that the color of the furniture did not match the samples she had seen in the showroom. When she tried to discuss the issue with the merchant, she found no resolution.
According to Ms. Wang, in late April, she visited a brand furniture store to order a custom set of wardrobes for her newly renovated home. She selected a set that matched the color scheme of her house. The total cost was over 30,000 yuan, and she signed a purchase agreement. However, when the furniture arrived in early May, she noticed a significant difference in color between the delivered items and the samples in the store.
After carefully comparing the drawer panel with the sample, she realized that the sample had a light vanilla yellow color, while the actual product was much darker. This discrepancy led to frustration, and despite multiple visits to the store, she could not reach a satisfactory solution.
She then turned to the industry and commerce bureau for help. During the mediation process, the merchant admitted that there was a slight color difference between the products and the samples but claimed it wasn’t a serious issue or a quality problem. They also stated that repainting the furniture wouldn’t be feasible since the original color had been applied over time. As a result, they refused her request for a refund or replacement.
Ms. Wang, however, insisted on resolving the issue, pointing out that two doors of the wardrobe, the drawer panel, and a Roman column were particularly noticeable in terms of color mismatch. She requested that the merchant provide these items for free.
The mediator emphasized that the dispute stemmed from the mismatch between the displayed samples and the actual products. They advised the merchant to prioritize customer satisfaction. Eventually, the merchant agreed to replace the two doors, the drawer panel, and the Roman column at no additional cost.
The Hangzhou Industry and Commerce Bureau (12315) reminds consumers to be cautious when purchasing custom furniture. It is crucial to include specific details such as model, style, material, color, damage, and delivery time in the contract. This helps prevent issues like "wrong goods delivered" or "misleading panels," and makes it easier to protect consumer rights in case of disputes. Always read the fine print and ensure clarity before signing any agreement.
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