Online shopping furniture chaos: the quality of the Merlot home network is the most prominent

With the rise of e-commerce platforms, online shopping home products have become a new way of consumption, and the number of complaints on home e-commerce platforms has also increased year by year.

According to the data of China Quality Miles Complaints Department, in 2013, there were 141 complaints about online shopping products for household building materials, and in 2014 it increased to 220 cases, with a growth rate of 56%. Consumer complaints about online shopping home products are mainly concentrated in the following four aspects: First, product quality problems: furniture cracking, damage, cockroaches, mildew, strong taste. Second, false propaganda: the goods are not on the board, the color contrast is large, and the physical objects do not match the products displayed on the website. Third, the delivery installation problem: delivery delay, delivery of the wrong goods, no goods after the order, installation failures. Fourth, after-sales service is not guaranteed: difficult to return, difficult to exchange, poor after-sales service.

Take the example of “China's largest professional furniture B2C e-commerce platform” – Melaleus Home Network. In 2014, China Quality Miles received 35 complaints about the consumer online shopping platform, which is five times higher than the number of complaints in 2013. Among them, there are 19 cases involving the quality of online shopping furniture, 3 cases involving false propaganda problems, 8 cases involving delivery and installation problems, and 5 cases involving after-sales service.

The most serious quality problems: furniture cracking, mildew, damage, strong taste

Mr. Lu from Beijing reported that he purchased seven pieces of solid wood furniture in Melaleus Home Network. The in-store brochure and purchase contract clearly stipulate that if there are quality problems, they can be returned within 45 days. However, a large amount of cracking was found on the day of furniture installation. After that, Melaleus Home Network arranged for home maintenance, but it did not crack again after two days of repair, and found that a lot of cracking and mildew. After the sale, the quality inspection personnel of Meilele Home Network confirmed that 17 pieces of solid wood furniture were cracked and 2 pieces were mildewed. Therefore, Melody proposed to give 400 yuan in cash compensation, Mr. Lu refused and asked for a return. Until now, Melaleuca Home Network refused to admit that it sold solid wood furniture, can not repair and do not agree to return.

Mr. Wang of Jiangsu Province reflected that the quality problem of the Kafuya solid wood frame double bed he purchased at Melody Home Network was very serious. The support legs of the bed are only wrapped with iron with a thickness of about 1mm, which is easy to bend and damage. In addition, the quality of the wood used in the row of the bed is also very poor. Many ribs have been broken, which seriously affects normal use.

Mr. Gao of Shanxi reflected that he bought a large wardrobe at Melody's home network. After receiving the goods, he found that there was a serious color difference. The large wardrobe lacked the wardrobe backboard, which had serious quality problems and could not be used at all. Then communicate with Melody Home Network customer service, the answer is that it can not be returned and can only be repaired. But what Mr. Gao didn't think was that the Melaleus home network had 5 home repairs, and they failed to solve the problem. The maintenance master said that there was a problem with the wardrobe design and could not be repaired.

Ms. Li of Tianjin reflected the purchase of furniture in Melody's home network. One set of “Han Feier” bedroom furniture, including a high box bed and a four-door wardrobe, the furniture was very big after being sent, and went into the room and licked the nose. Spicy eyes. So Ms. Li applied for a return to the customer service of Melody Home Network that night, and the customer service said that the after-sales staff would solve it the next day. Melody Home Network sent a master to check the taste of the furniture. After a week of tossing things, Ms. Li was told that she could not return the goods. Ms. Li said, "The 45 days of the promotion of the Melody Home website has no reason to return, purely to deceive customers. The furniture I bought is only for half a day, and they will not return it. It is not easy to buy a set of furniture as a working class. The taste of the furniture is so strong, there are children in the house, it is really unacceptable!"

False propaganda: the goods are not on the board, the color contrast is large, and the physical objects do not match the display.

Ms. Feng, Zhejiang, reflected in the purchase of dining table chairs, beds, bedside tables, corners and other furniture in the Melaleuca Experience Store. After installation, she found that there were too many problems. The dining table was 4 cm shorter than the size on the picture, which seriously affected the use. The screws inside the table legs fall out and can't be fixed at all; the goods are not right, the 100% Asian hardwood promoted by Melody's official website, but the real thing is light and unbelievable.

Mr. Ren Ren reflected that he purchased all the furniture of the Mediterranean series in Melaleus Home Network. In the whole set of furniture, the color difference of the vanity mirror is very large, and the color of the furniture pictures displayed on the physical object and the website is completely different. So Mr. Ren proposed a replacement, but the customer service said that it was still the same color.

Mr. Jiang of Hubei reflected his purchase of the lamps in the Merlot's Wuhan Jiang'an District Experience Hall. When he arrived, he was collected by his family. After returning home, he found that the product and the product diagram of Melaleus Home Online were completely inconsistent, so contact customer service to return, customer service to The product has been installed as not being returned. After many contacts, the merchant's customer service staff has been unable to give a reasonable solution. Mr. Jiang communicated in the store, and the staff admitted that the pictures displayed on the website were inconsistent, but they could not give a reply. Mr. Jiang believes that there are false advertisements in the online shopping of Melody's home network, which is misleading for consumer shopping.

Delivery and installation: delivery is nowhere in the future, the goods are not sent to change subsidies

Ms. Huang of Guangdong reflected that she purchased a sofa desk chair at the Guangzhou Baiyunmen Store of Meilele Home Furnishings. After paying the full amount, she agreed to deliver the goods on December 19, 2014. But only sent a desk and three cushions, Ms. Huang was told that the sofa was still produced in Vietnam, and the delivery time could not be determined. She then applied for a return but was rejected. Ms. Huang said, “When you pay, tell me that all the goods are delivered on time, but now it has become a distant future!” She believes that there is a serious deception of consumers.

Ms. Zhang of Shandong reflected that she bought furniture at Melody's home network. The advertisement of Melaleus Home Network said that the package was delivered in 5,000 packs, but it was not the case. Instead, it was subsidized according to the original subsidy freight rate of up to 15%. Ms. Zhang said with dissatisfaction, "This is obviously deceiving consumers."

After-sales protection: difficult to return

Mr. Zhao of Guangdong reflected that he bought a leather sofa in Melody's home network. When he delivered it, he found that the sofa had a paint smear. The single-seat sofa was lame, and the sofa was very big, so he refused on the spot. However, the delivery staff of Melody's home network refused to accept the sign, and decided to leave, and ignored the problem sofa. After the customer service staff called to negotiate on-site maintenance, Mr. Zhao refused, asked for a return, Merlot sales personnel have refused to return, and stressed that group purchases can not be returned, can only be repaired. Mr. Zhao believes that Melody Home Network is a fraudulent consumer.

According to the data of the China Quality Miles Complaints Department, the quality of online shopping home products has become the most prominent problem, and it is also the strongest consumer response. The product returns due to quality problems are difficult, and the physical and website display products are inconsistent with the second and third place in consumer complaints.

The quality problems of online shopping home products are inseparable from the characteristics of online shopping products. The household products that are usually sold online are very beautiful in display and renderings, and the materials, crafts, colors, etc. of the furniture are not as clear as in the physical store.

For more information on the Chinese furniture industry, please pay attention to the official website of Xianghe Furniture City ().