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Furniture online shopping into consumer complaints
Recently, Ms. Zhu of Changsha encountered a headache. After the online shopping furniture arrived in Changsha, she was asked to sit at the “last mile†of the logistics company. The original “1150 yuan†freight rate became “2650 yuanâ€. Like Ms. Zhu, many people who buy furniture online have had the experience of “potholes†in delivery and installation. Ordinary consumers do not know, home building materials have "three-point products, seven points delivery, installation" said that online shopping furniture does not leave home to enjoy the convenience, delivery, installation troubles are also quite a lot, this is actually not good Take up. Changsha City Consumer Protection Association reminds the public that it is best to first draft a contract as a proof of rights protection, and the online shopping service experience of the electrical industry can be used as a reference for the furniture industry. Buying sets of furniture, shipping costs 1,500 yuan. Media Mrs. Zhu recently and her husband saw a set of solid wood furniture worth more than 10,000 yuan in a furniture online store. After payment, they used the logistics company recommended by the furniture store to transport to Changsha. . After the goods arrived in Changsha, she was happy to wait for the furniture to enter the door. I did not expect the logistics company owner to say that it would cost 2,650 yuan. "When the factory shipped, I measured 11.5 cubic meters of furniture, and the logistics company said 1 cubic 100 yuan. This is also the price of the logistics industry. I thought it was 1150 yuan." Ms. Zhu did not expect the goods to arrive in Changsha, the train south. The logistics company near the station actually said that it would cost 2,650 yuan, and after some negotiations, it would drop to 2,500 yuan. Ms. Zhu went online and found that many people are "comfortable with the same illness." "It’s just too pitted!" The reporter immediately contacted the logistics company located at the South Railway Station. The boss named Zhou confirmed that it was true, but he did not say that it was 1150 yuan at the beginning. "Who said who to go?" ", and gave another reporter's number to let the reporter contact. This Mr. Tu first said that the number of squares approved by the manufacturer is the net amount of the factory, and it has to be counted as packaging, so it is expensive. After a while, his wife told reporters that solid wood furniture is not calculated according to the "square", but by the number of pieces. "The factory has been on the phone, according to the dealer's price of 1,700 yuan, one point is indispensable!" Ms. Zhu said that she had said that it was solid wood furniture from the beginning of the logistics company, they said that all furniture has this price. Finally, Ms. Zhu gave the logistics company 1,500 yuan to get the furniture. “It’s a big problem to hire a moving company to move furniture home and install furniture!†The seller’s “package†was not sent to the home. Ms. Chen’s “Double 11†in Changsha snapped up a mattress on the Internet. Written in the package, but finally said that only the package is sent to a warehouse in the city, you need to extract it yourself." The reporter also found in the investigation and interview, this is not a case. Ms. Chen told reporters: "Because I want to move to a new home, I always want to buy a double mattress. 'Double 11' sees a mattress with an original price of 1432 yuan. The promotional price of the day is 637 yuan. Seeing such a discount, The above also says the words 'package, the seller bears the freight', I will not hesitate to go underground." Ms. Chen said. Who knows, after the completion of the order and contact with the customer service, the so-called "package" is to send the mattress from the location of Guangdong to a warehouse in the Yuhua District of Changsha, buyers need to pick up their own goods. "A big mattress, what kind of car can I use to pull it? It’s obviously not worthwhile to spend a few hundred dollars on a mattress to hire a moving company." Ms. Chen rushed to grab such a big one. A piece of merchandise regrets a bit. The reporters logged into the online shop selling furniture to see that the tempting promotional slogan “The most cost-effectiveâ€, “repeatedly robbed†and “quality feast†attracted online consumers. In the evaluation, the reporter saw that a netizen who was "red 9090" commented that the logistics service was really bad. The delivery fee of 170 yuan was still poor. The delivery was slow, saying that the truck could not be opened downstairs. When I got to the door, I unloaded the goods and let me move back. Damage to the goods may encounter "kicking the ball" Online shopping furniture will not only encounter increased shipping and installation costs, but may also encounter the situation of "kicking the ball" during the delivery process. Mr. Wang bought a set of furniture online and found that his home was damaged when he installed it. In consultation with the seller, the seller thinks that the quality of the furniture is not the quality of the furniture itself, but the damage caused by the delivery process. The seller asks Mr. Wang to find a logistics solution. Mr. Wang found the logistics, but the logistics said that there was inevitably a bump in the long-distance transportation process, and the logistics was to carry out the delivery cooperation with the seller, so that Mr. Wang could find the seller to sell and return the goods. In the face of the long-awaited new home, it was damaged by the seller and the logistics party. Mr. Wang was quite helpless: "I didn't expect online shopping furniture to have so many troubles. Time, energy, and labor costs don't know how to go in. How much.†The online shopping service of the electrical industry is a reference. With the advent of the e-commerce era, the delivery service of merchants in the past was replaced by intermediate companies such as logistics and express delivery. The moment the product is delivered to the home is the first real meeting between the consumer and the product. Therefore, this "last mile" service seems to be the last link of product sales, but it is actually the beginning of the entire service system of the product, which is related to the immediate interests of consumers. At present, there are more and more consumers of online shopping furniture, but logistics and installation have become the most complaints of consumers. In particular, the logistics cost of furniture is thousands of dollars. Once the return is encountered, who will bear the loss? "We and the logistics company are calling to talk about the price, and did not sign the contract." Ms. Zhu said that in case the logistics company had to pay 2,650 yuan, The furniture she paid in full was in their hands, and she had no contract. It was difficult to defend her rights. In this regard, Changsha City Consumer Protection Association reminded the public that the number of thousands of dollars, it is best to sign the contract first, or have other credentials. For the "last mile" service problem encountered by online shopping furniture, Liu, the person in charge of the parent's sand shop, said that the current standardization of furniture products is not high, and the furniture company that wants to be an e-commerce company, in the distribution of products, Specialization is required. On the one hand, it is necessary to consider the safety during the transportation of the product, such as packaging, corner protection and other aspects to do multi-layer treatment. On the other hand, it is necessary to consider the convenience of assembly after the product is delivered to the consumer's home, and the use of the tool is as simple as possible. For example, the drawings that teach consumers how to assemble should be simple and straightforward. “Many consumers have experience in buying electrical appliances, such as Haier refrigerators, products purchased in Suning, although delivered by Suning, but then Haier employees will come to provide the next installation and after-sales service.†Mr. Liu said that the electrical industry Although the model is good, the home industry is still difficult to learn from, because there is still no industry in the industry that has a strong localized service system like Haier. Perhaps this also reflects the immature service of the home industry from another aspect. Cheaper is because there is no service delivery is difficult because it is afraid that the online shopping furniture seems to be cheap, but it is laborious and lacks the necessary after-sales service guarantee for delivery and installation. A furniture store owner revealed that online shopping is different from small items. The biggest problem is delivery and installation, because all kinds of furniture sent from manufacturers each year have a certain proportion of transportation loss. Compensation, basically the logistics companies will no longer cooperate, and have to communicate with the furniture manufacturers to return or exchange, or simply in their own operating costs, this part of the cost will be reflected in the furniture price, and e-commerce does not exist The problem, so the price of e-commerce furniture seems to be cheap, but in fact there is a lack of after-sales service. A logistics industry insider also said that logistics companies generally do not provide door-to-door service for furniture, because buyers will find out some problems for the inspection of furniture arriving at home. Once the furniture is rejected, the logistics party will bear the freight. The business risk is too great.