Ms. Su, who was supposed to receive furniture and stay in a new house, was not happy at all. In Guoan Jiamei, she bought a set of sofas, coffee tables and other furniture of more than 8,000 yuan. She encountered the manufacturer's delivery of Oolong: First, she agreed that the delivery date actually said that there was no order production, and delayed the delivery date and sent the wrong goods. I also need to collect the "split fee" that I have never heard of... The more I want to get angry, the more I complained. The reporter learned that although this kind of problem has an important relationship with the quality of brand service, as a consumer, if you pay more attention to measurement services before placing an order, you can save yourself a lot of trouble. â–¡ Case replay Guoan Jiamei was complained to by consumers. The story of Ms. Su began in May this year. During the May 1st period, she purchased Guoan Jiamei's sofa, coffee table and dining table and chairs at a well-known store on the edge of the Shilihe Bridge for a total price of more than 8,000 yuan. As they measured the size before going out, the two parties signed the contract according to the size she provided. At that time, the renovation had not yet begun, and the contract signed by both parties showed that it would be delivered at any time after June 15. The appointed delivery day furniture was not produced by Ms. Su. In July, during the renovation of the home, Guoan Jiamei had called to ask for delivery. She said that she had not finished loading, and the other party said that there was no problem. By August, it was estimated that the decoration was finished. Ms. Su called the factory to ask if she could deliver the goods on August 26. The other party said that there were too many people delivering the same day. The two sides agreed to deliver the goods on September 2, and agreed one day in advance. time. On September 1st, Ms. Su waited until 4 o'clock in the afternoon to make a phone call to Guoan Jiamei. As a result, the other party told her that she did not have a list of her family on September 2, and said that the factory had not placed orders. . Ms. Su immediately called the salesperson. The salesperson said that the list of Ms. Su’s family had already been sent to the factory. This happened regardless of the store, and should be found in the factory. In an angry manner, Ms. Su chose to complain to the store. After the coordination of the store, Ms. Su got two options: either choose to return the goods; or delivery on September 8, the manufacturer will pay a penalty. Ms. Su accepted the second option when she thought of returning another order. On the stairs, on September 8th, Ms. Su finally waited for the delivery, but the new problem came again. The sofa that was booked could not come from the elevator or the stairs, which made her unexpected. The workers said that in this case, they need to return to the factory to make the sofa a separate body, and then install it after being shipped home. Guoan Jiamei claimed that she was unable to go upstairs because of the reason of Ms. Su’s own family. The 288 yuan split fee must be borne by her. Ms. Su raised the question: Why didn’t anyone tell me when I booked the sofa? After Sha sent the wrong furniture and delayed the workers to install other furniture one after another, Ms. Su found a new problem: the sofa was in the wrong direction. She told reporters that when she booked, she was left in the left position, but when she found out that she should be right squatting, she immediately notified the salesperson by telephone. The salesperson said that the order had been changed and promised that there would be no problem. At this time, the factory side said that the order was "the left collapse", and Ms. Su wanted to cry without tears. What is even more depressing is that there is also a problem with the dinette that is delivered - the fabrics of the four chairs are in two different colors (gray and coffee), and the hinges of the telescopic folding portion of the table are also damaged and improperly installed. After repeated negotiations, the salesperson said that the delivery will be postponed again, and the store can no longer charge for the split, but does not want to pay the extended liquidated damages. For the problems that arise with the dining table and chairs, we promise to solve them when we come back to the door. Ms. Su reluctantly accepted, she said: "I only hope that there will be no more leaks on the day of delivery." According to the information that the reporter learned from the store, there is indeed the complaint. After the coordination of the store, the merchant said that it will not be charged. The consumer's split fee will be compensated for the penalty. In response to this incident, the reporter tried to contact Wang Quansheng, the general manager of Guoan Jiamei, but his mobile phone has been turned off. â–¡ The market investigation focused on the temporary “additional fee†and “the wrong direction of the sofa collapse†encountered by Ms. Su. Some people in the industry suggested that if the sofa is booked, the manufacturer can go to Ms. Su’s home for field measurement. The situation may not happen. Then, when the consumer is booking a sofa, will the salesperson take the initiative to make a home measurement? Can the so-called "split fee" be mentioned in advance? The reporter immediately launched a market survey. Most of them provide free measurement services to buy a sofa. For example, the reporter consulted Guojiajiamei, Ai Ruisi, Oujiao, Power, AMET and many other brands in the Shilihe store. During the consultation process, most of the brand's salespeople will actively ask what size is needed, but most of them will not take the initiative to mention the home measurement. When the reporter asked if the door-to-door measurement was made, the salesperson introduced that after the customer paid the deposit, they could make a free measurement time. Some brand salesmen said that the order amount reached more than 10,000 yuan to enjoy the free measurement service. The reporter also found that even in the brands that provide free measurement services, the sales staff of brands such as Ai Ruisi and Ou Jiajuni repeatedly stressed that consumers can also provide their own size. When the reporter raised concerns about the self-test error, there are still sales people telling reporters: "In fact, the manufacturer is the same as your measurement method. Of course, if you don't feel at ease, you can also go to the door to measure." You may encounter a "split fee" Ms. Su mentioned the “split feeâ€, the reporter did mention the brand sales staff when consulting. However, during the investigation of the reporter, only one brand clearly told the consumer that it must be measured at home (so that in addition to knowing the size of the sofa, it can also know the size of the door frame and the width of the corridor), in order to determine whether to separate the sofa and facilitate transportation. But most brand salespeople have not taken the initiative to mention this information. However, the reporter learned that since the previous delivery did encounter problems that could not go upstairs, some brands took certain measures at the time of design to avoid such problems. It is understood that Yifeng Furniture will directly split the sofa of more than 2 meters; the salesperson of the powerful furniture introduces that the handles, cushions and other components of the powerful sofa are all flexibly disassembled, and there is basically no problem of transportation difficulties; Iris sofa can also be used for disassembly and assembly. It is less inconvenient to transport when transporting; Zhihua Shi sofas are all functional sofas, which can be disassembled. As long as the door width is more than 60cm, there will be no problem of not being able to enter. ... The salespersons of Guoan Jiamei, Ameite, Oujiabuini and other brands told the reporter that after the measurement is completed, the designer decides whether it is necessary to do the separation according to the actual situation, and the consumer has to bear the cost of 300 yuan. Amet's sales staff also told reporters that if the sofa does not go from the corridor, low-level customers can also consider moving in from the window, as the cost of the crane needs to be borne by the consumer. Some brands charge upstairs fees. The reporter also learned in the consultation that if there is an old house without an elevator, the purchase of furniture may also generate a certain "upline fee." Some brands say that the fee is related to the floor of the consumer's home. There is no charge for the lower floor, and a higher floor fee is charged for the higher floor. Among them, some brand salesmen said that more than 10 floors need to charge a certain amount of upstairs. â–¡ If there is a charge in the industry, it is necessary to express in advance the situation of Ms. Su and the situation of the reporter in the market. A brand furniture sales manager said that the brand should be more professional. She believes that for professional furniture brands, as long as the manufacturer's designers come to the door to measure, these conditions encountered by Ms. Su, such as furniture can not be transported, etc. can be known and avoided in advance. Even if there is no home measurement, the brand salesperson should also know more detailed information to the consumer, such as the direction of the sofa collapse, the width of the door frame and the corridor, etc., to inform the consumer of the possible situation, and make corresponding judgments or prompts. The industry believes that if additional charges are involved, the brand should clearly indicate before the sale, and the consumer decides whether to choose the brand. Wang Shiping, a lawyer of Beijing Tongchuang Law Firm, believes that if the house of the consumer's own home is non-shaped, the sofa can't go upstairs is also a probable event in the industry. The merchant has the obligation to inform and inform, and the losses caused by this should be borne by the merchant. The reporter consulted the Beijing Municipal Bureau of Industry and Commerce Consumer Complaint Hotline 12315, and its staff said that whether or not to split is not a product quality problem. If consumers and businesses do not need to do the separation beforehand, how to collect the fees, etc. On the text contract, it is difficult to unilaterally prove that the manufacturer did not inform in advance, 12315 can not be involved in the processing, and the consumer and the manufacturer need to negotiate to resolve. â–¡ Consumption tips are prepared to reduce their own troubles against Ms. Su’s case. Some insiders said that although manufacturers have direct responsibility for this matter, as a consumer, if Ms. Su asks the manufacturer to go to the door for measurement, she may not encounter all of the above. inconvenient. Ms. Li, a sales manager of a brand of furniture in the North District, said that there is a slight difference in the placement of furniture, which leads to inconvenience, even obscuration, and inability to install. These differences are easily overlooked, such as the position of the power switch. Brake box, air conditioner placement, etc. Consumers are not professionals themselves. When buying furniture, they must learn to ask for help. If you have any questions, you should ask them to let the professional people solve them. She also suggested that consumers should bring a floor plan when purchasing furniture. If the house has a different place from the normal house, such as the old house, there are many things piled up, the stairs are narrow, and the elevator space is small. If the door is small, it is best to inform the sales staff in advance. She stressed that if manufacturers can provide free measurement services, consumers must not be bothered. They should insist that the factory staff come to the door to measure and communicate their own layout and ideas on the spot, so that errors can be avoided to a large extent. The furniture produced by the manufacturer after measurement has a size problem during installation, and it is easier to distinguish the responsibility.
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