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Comfortable furniture brings you to understand the complaints of consumers in the first half of the year!

On July 29, the China Consumers Association (hereinafter referred to as the "China Consumers Association") announced an analysis of complaints received by the National Consumers Association in the first half of 2019. Among them, the consumption of goods and services related to home life is not optimistic.

The number of complaints on furniture increased by 20.8% , and the number of complaints on household electronic appliances ranked first in the complaints on commodities.

According to the statistics of the complaints received by the National Consumers Association, in the first half of 2019, the National Consumers Association received 421,373 consumer complaints and resolved 332,885, with a complaint resolution rate of 79%, which saved 573.84 million yuan for consumers.

Among them, there were 1794 complaints of double compensation for the fraudulent acts of the operators, and the double compensation amount was 9.79 million yuan. In the first half of 2019, consumer associations at all levels supported consumers in 661 prosecutions in various forms and received nearly 770,000 visits and consultations.

From the perspective of commodity complaints, household electronic appliances, transportation, daily-use commodities, clothing, shoes and hats and food complaints ranked in the top five. In the first half of 2019, there were 192,181 complaints about commodities, accounting for 45.6% of the total complaints.

Compared with the first half of 2018, in the top ten categories of complaints, except for communications products, the complaints of other commodity categories have increased year-on-year, and the three fastest-growing complaints are shoes , Automobiles and parts and food.

In the first half of 2019, there were 31,627 complaints about daily-use commodities, accounting for 7.5% of the total number of complaints. The proportion of complaints decreased slightly by 0.5%, but the proportion of complaints involving furniture increased by 20.8%.

The China Consumers Association mentioned that in the furniture category, the problems reflected by consumers are mainly concentrated on: First, quality problems. The product is rough and indiscriminate, and the furniture deforms, cracks, peels, and paints off during use.

The second is environmental protection . The formaldehyde content of furniture plates and lacquer surfaces exceeds the standard, which is harmful to health.

The third is the contract issue . Failure to deliver and install at the time stipulated in the contract, inconsistency between the ordered samples and the actual product, the color model does not match, or it is sub-filled, and artificial wood veneer is used to pretend to be solid wood furniture.

The fourth is after-sales service . The operator does not maintain in time or refuses to undertake the "Three Guarantees" obligation for various reasons.

For example, on May 28, 2019, consumer Ms. Li came to the Jilin City Consumer Association in Jilin Province to complain that she bought a set of furniture worth 20,000 yuan in 2018 and used it for less than a year. Both the bedside and sofa There have been different levels of peeling, and consumers believe that there is a quality problem in the furniture, and require the operator to compensate for the economic loss of 8,000 yuan.

However, the operator refused to resolve the issue on the ground that the consumer could only provide a lifetime warranty card and could not provide proof of purchase. After the coordination of Jilin City Consumers, the two parties finally reached an agreement. The consumer paid 2,000 yuan. The operator replaced the brand-new fabric sofa for the consumer and upgraded the bed head to a microfiber bed head. The furniture transportation cost was borne by the operator. Consumers are satisfied with the results.

In addition, there are still many complaints about household electronic appliances, mainly related to the quality of home appliances and after-sales service. In the first half of 2019, consumer associations at all levels across the country received a total of 49,611 complaints about household electronic appliances, accounting for 11.8% of the total complaints, ranking first in commodity complaints.

The Consumers Association said that the problem of "heavy sales, light service" in the production and distribution of home appliance commodities still exists. As a result, the after-sales service complaints of home appliance commodities have remained high. The main problems are: first, the quality of the products sold is not high, and third During the package period, it will not be implemented according to the regulations, and blame will be avoided to avoid legal liability.

The second is that the number of testing institutions is small and the testing fee is high. Some testing institutions do not directly accept individual testing commissions, which is difficult to meet consumers' rights protection needs. Third, the quality of repairs is not high, the price of charges is too high, the home appliances still cannot solve the problem after many repairs, and it is difficult to fulfill the sales promise.

Fourth, in recent years, beauty small appliances, smart small appliances, etc. have developed rapidly, but industry norms and standards have not been established, giving a large number of miscellaneous brands and cottage manufacturers the opportunity to take advantage; small household appliances are not durable, and the "three guarantees" period promised by manufacturers is short. There is even no "three guarantees".

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