3.15 Home complaints related to service quality

Home building materials are mixed, products are suspected of counterfeiting, business operations are suspected of breach of contract fraud, and after-sales service in the stores is not in place. As the annual “3·15” international consumer rights protection day is approaching, there are still many problems in the home industry. Many consumer complaints...

Complaints involving quality of service

Around March 15 each year, the Sichuan Provincial Consumer Protection Commission and all major media will receive complaints about home building materials. This reporter learned that the vast majority of consumer complaints this year are related to product installation and late-stage services, involving fake and shoddy products, after-sales, fraud, breach of contract, etc., such as unpaid home improvement company's run orders, furniture, flooring and other product quality However, the relevant products were dropped, and many cases revealed that the Sichuan home building materials industry is still mixed.

However, cases of complaints show that the complaint cases of famous home building materials brands are not high, only about 0.8%, and non-malignant and major complaints can be resolved through mediation. This means that the sense of responsibility of brand companies is constantly improving, because they understand that the true quality of the company’s brand and the trust of consumers is that it can sustain the healthy development of the company. Many brand officials said that after a period of sluggish consumption, the market is gradually picking up. If consumers are hurt because of unscrupulous traders and a few people are not honest, not only consumers will be disappointed, but also the market and industry Will suffer more severe "contusions."

Formaldehyde furniture number one killer

In the recently announced "Chengdu City furniture product quality supervision and inspection of the situation report", the problem of wooden furniture mainly concentrated in the amount of formaldehyde emission, product stability and physical and chemical properties of the appearance of the product is relatively weak and so on. This reporter learned that formaldehyde emission is an important indicator involving human health and life safety, resulting in unqualified formaldehyde release reasons: First, the use of high formaldehyde content of the substrate plate, decorative materials do not have sealing or poor sealing, process There is no double-sided finish; the second is the formaldehyde contained in the adhesive (Urea-formaldehyde resin, etc.) used for furniture in various forms of veneers and finishes. In addition, the unreasonable design and the unqualified quality of the product backsheet also easily lead to problems in the stability of household products. Household products with unqualified stability are likely to cause harm to users (especially children) during use.

It is worth mentioning that the problems of soft furniture are mostly focused on the important supporting components inside the soft furniture. The unqualified wooden pieces will directly affect the structural strength of the furniture support pieces, and there are hidden dangers of fracture. The failure of this indicator is mainly caused by the use of unqualified wood raw materials to reduce production costs. In addition, the four metal feet of soft furniture are also prone to problems. The reason for the disqualification is that companies use cheap and low-quality pipe materials in the production process. Consumers should pay more attention when buying.

Overall service needs to be improved

China's home furnishing industry is developing at an alarming rate, and home furnishing stores that carry the largest amount of home building materials have also emerged in various forms, styles, and positions. In order to attract and better serve consumers, various stores in Sichuan have also launched targeted pre-sale, in-sale, and after-sale services. However, many consumers complained that they did not enjoy the same quality services they promised in their home stores.

It is understood that in recent years, consumer disputes related to the provision of services in sales venues have continued to emerge and have shown a rapid growth trend. This has forced people to question the sincerity of the service of home stores. According to a survey done by Sichuan Daily reporters at the sites of Red Star Macalline, IKEA, Fusen, and Eight Benefits, the 18-45-year-old consumer has become the mainstream consumer of home building materials, and male consumers accounted for 61%. In proportion, as many as 89% of consumers said they would purchase home building materials in the next year, but 85% of consumers said that unpleasant things happened in shopping malls or shopping in the last year. The overall satisfaction needs to be improved.

Among them, 37% of consumers believe that businesses are not good enough when they are operating, some promises have not been completely honored by consumers, and some sales staff are not satisfied with the level of service, are not familiar with the product, the price, and even the name, texture and even the origin of the product. Such as Zhang Guan Li Dai, to a certain extent, affect the consumer's normal consumption; the quality of the furniture itself is less than the complaint, accounting for about 10%. In addition, there are consumers who say that the display and atmosphere of some stores are uncomfortable.

Industry voice

High-quality cohesion influence

In recent years, Sichuan's furniture industry has achieved good development, but it still lacks national well-known brands, lacks in product innovation, and there are still many problems to be solved in terms of environmental protection. Rong Junwei, secretary general of the Sichuan Provincial Chamber of Commerce for Import and Export of Furniture, told the Sichuan Daily reporter: “Although Sichuan has already established furniture brands such as Quanyou and Shuanghu in the country, the quality and crafts of furniture products are no less than Zhejiang. In Guangdong and other regions, it seems that the dwarves were the first to mention the furniture made in Sichuan, and the strength of the regional brand was weak. This made it impossible for Sichuan-made furniture to stand on the cake.

Regarding quality issues of concern to the general public, Rong Qiwei suggested that major companies should develop steadily this year and pay attention to quality and design innovation. At present, the expansion of foreign furniture brands in the mainland and in the west has made it more and more difficult for Sichuan's home companies to survive. Sichuan furniture needs to be packed and promoted with respect to the brand's connotation and culture. In brand building, companies should extract the brand's core value to make it more competitive. "Increase brand connotation" includes the emphasis on "quality" and "service" to customers. More than 68% of customers are lost. The fundamental reason is that the brand does not care about the needs of consumers. As a manufacturer, if we continuously improve the quality to provide customers with better products, we can shape the quality and hope to realize the overall sales of the product again. .