In order to protect the legitimate rights and interests of consumers, from November 10 to November 17, 2010, the Provincial Consumer Protection Commission conducted a preliminary market survey on the solid wood furniture market in Hangzhou, and a total of 128 sellers were investigated. From November 19 to 24, a solid wood furniture market investigation group composed of 4 people from the Provincial Consumer Protection Committee and the Provincial Furniture and Hardware Research Institute conducted a sample survey on 7 furniture markets in Hangzhou, and bought a total of 12 brands and 13 samples of solid wood furniture. The staff took video and audio recordings of the entire investigation and evidence collection process. There are many well-known markets such as Hangzhou Heping Furniture Market and Hangzhou Huadong Furniture Market New Era Home Furnishing Plaza and other furniture markets that have many problems in the spot check.
Yesterday, the Provincial Consumer Protection Committee informed the news media of the province about the specific situation of the investigation, and focused on exposing the seven major frauds in the solid wood furniture consumer market in our province. During the March 15th this year, the relevant consumption insider will be announced again to the society.
There are problems with the solid wood furniture
In order to verify whether the distributors advertised when selling furniture, the Provincial Consumer Protection Commission commissioned the Zhejiang Furniture Product Quality Inspection Center to test the 13 product product manuals and material requirements (consistency of logos) that declared solid wood furniture. The results showed that 13 samples did not have instructions for use; 13 samples used artificial wood fake wood in varying degrees. Afterwards, the investigators requested the return of the product as a normal consumer and on the grounds of the distributor ’s false propaganda, but only three of the 13 products agreed to return the product after repeated negotiations. Although some furniture markets claim that there are "unreasonable returns" and other consumption guarantees, when they really want to return goods, they are even more difficult.
Seven main problems of solid wood furniture
According to the situation of the evaluation activity of solid wood furniture consumption and the analysis of the comprehensive consumer complaints, the current solid wood furniture market mainly has the following problems:
The non-standard material of the identification label is up to the salesperson
In this market survey, it is found that distributors generally have confusing label content, the main thing is the labeling of main materials and auxiliary materials. The main materials marked by the dealer only include the main frame and main panel of the furniture. According to the dealer ’s statement, more than 70% of the materials of a piece of furniture immediately became auxiliary materials. According to GB / T3324-2008, "General Technology for Wooden Furniture" "Conditions" stipulates that the main material of furniture includes more than 90% of the material; in addition, many businesses only label the main material on the label, and the auxiliary materials are not mentioned, all by the salesperson.
Fill it up with time, or fake it
Commercial non-solid wood furniture is sold as impersonal solid wood furniture, which is mixed with cheaper wood with poor wood properties and more expensive wood, and with large-scale use of poor wood is mixed with more expensive wood. The Provincial Consumer Protection Committee has all such cases in the 13 products sampled this time. See the chart for details.
False propaganda refuses to indicate the material on the document
During sales, the sales staff are all over the corner, exaggerating, claiming that all solid wood, quality, environmental performance, etc., deliberately cover up or conceal the objective truth. However, when filling in the sales voucher, it is ambiguous. It is required to indicate whether it is all solid wood furniture or the main and auxiliary materials on the purchase contract or shopping slip. The salesperson always refuses to write down for various reasons. In the 13 products purchased in this market survey, when the investigator proposed to write the furniture model, main and auxiliary materials on the invoice, all dealers are almost the same statement, "No material is written on the invoice. The industry is like this. " After repeated requests, only two were willing to specify the main material on the invoice, while the other 10 dealers refused to specify it. When Salome asked to specify the materials, they immediately said they would not sell them.
Ignore national laws and regulations and do not provide product manuals
In 2001, the state promulgated the compulsory standard GB 5296.6-2004 "Consumer Products Instructions Part 6: Furniture", which stipulates that the furniture sold must have instructions for use, the furniture name must reflect the real attributes of the furniture, and meet the corresponding national standards or industries The standard stipulates that the instructions for use must explain the relevant national requirements and indicators, as well as the control indicators such as the toxic substances or radioactivity contained in the materials used in the furniture and the paint, etc. The standard requires that furniture products sold must have instructions for use. According to the preliminary market survey of 128 dealers by the Provincial Consumer Protection Committee, more than 99% of the operators cannot provide furniture instruction manuals (including 13 samples tested, and there is no product use book after receiving furniture sample goods). Many salespeople simply do not know what the product instruction manual is; some take out the poster of the manufacturer's product as a product use book; even more so that the product instruction manual will be stolen by other merchants as the technology is not placed. reason.
No invoice
Sales of furniture cannot provide invoices, or invoices must add tax points to the original price. The Provincial Consumer Protection Committee organized a market survey when buying Levi ’s brand furniture. Both the market and the manufacturer were unable to provide invoices for the first time, because Levi ’s had not yet applied for a business license, and the market promised to give an invoice after 15 days until now. The market was still unable to issue invoices; the same situation was encountered when purchasing Shandong Jimei Furniture in the Hangzhou Oriental Furniture Market, because Jimei Music did not apply for a business license, and an additional 17% tax was required when obtaining the invoice from the manufacturer. When buying furniture at Hangzhou New Times Home Life Plaza and requesting invoices, I was told to bring a series of materials such as ID cards, sales certificates, etc. to the tax bureau to open ... After false promotion, 80% of the manufacturers refused to return the goods
According to the test results, the staff of the investigation team of the Provincial Consumer Protection Commission asked the merchants to return the goods on the grounds of false propaganda. The first response of the merchants was almost the same. "We did not say that it was all solid wood at the time of sales." Ni's boss even said "Are you blind, don't talk nonsense if you are not blind"; Jusang said: "There is a problem, 100% can be returned" when selling, but when the return is actually submitted After an empty talk, he even found a "why did you buy it back I know the reason" to refuse; Levi's "can I buy an all-solid wood dining table for two thousand dollars", and directly pushed the return request to the market, Let investigators go to the market instead of looking for them; Shiao: "Finger jointed wood is made of small wood, it is solid wood" and so on. After investigators tried to return the product many times, except for the three brands of Federal, Sanshan and Salome who agreed to return it, the rest refused to return it.
The promise given by the market makes consumers feel like fishing in the water
The Provincial Consumer Protection Commission found in a market survey that there is no reason to return the goods and pay first in the ten days of the promotion of the New Era Home Lifestyle Plaza; if the dissatisfaction is promoted by Ouyada, it will return the goods. The insurance committee decided that the manufacturer was unwilling to return the goods. When the market returned the goods, the market immediately found many reasons and found additional conditions for the promise of publicity. If the unconditional return premise is that the manufacturer refuses to return the goods, it will be dealt with appropriately. Consumers will then conduct corresponding tests to prove that the manufacturers do indeed have false propaganda and other conditions; if they are not satisfied, the return does not include samples, discounted products and unused conditions.
During this evaluation, it was found that there are many famous Chinese brands such as Federation, Jusang, Shandong Jimei Le, etc. The leading enterprises in the furniture industry also have false propaganda and deceiving consumers by deceiving. At the same time, Red Star Macalline, Ouyada, New Times and other well-known furniture large markets also have problems such as non-standard market management and unfulfilled consumer commitments. This shows that the integrity of the furniture industry has a long way to go.
In response to the suspected violations found in this investigation, the Provincial Consumer Protection Commission will hand over to the relevant departments for investigation and prosecution; for the dishonest behaviors in manufacturers and market operations, the Provincial Consumer Protection Commission will convene relevant enterprises and relevant departments, industry associations to conduct special seminars , Urge enterprises to make relevant commitments and improvement measures.
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