As more and more people begin to enjoy the convenience and speed brought by the network, the troubles will follow. On March 15th, China Consumers Association issued the prompt of “careful purchase of special products”, pointing out that online shopping home products are more likely to suffer from after-sales and rights-free issues. So, how should online shopping home products avoid minefields? How should consumers prevent it? Today, Jinghua Home asked experts to give you some guidance.

Minefield 1

Encounter three no products

[Phenomenon] At present, there are many shopping websites, not every one is standardized. Therefore, it is impossible to exclude the possibility of buying products without three home products (products that lack information such as production date, license number, Chinese product manual, etc.).

[Say] "Since online shopping is convenient, there are risks." Zhang Dezhi, deputy director of the Consumer Guidance Department of the China Consumers Association, said that in general, large trading platforms require merchants to have certain qualifications, but in reality, businesses are still mixed. In the transaction, it is difficult for consumers to see the specific information, and it is impossible to distinguish the authenticity.

[Preventive measures] Compare the regular shopping websites, search for related products, find the favorite styles, and then filter the merchants. At the same time, the merchant can be required to provide clear details as much as possible. If the seller is not satisfied, it is best not to choose. In addition, it is necessary to select online stores with high credibility and good buyer evaluation; if the business has a physical store, it is best to go to the physical store to see the relevant samples; in addition, the third-party payment platform is relatively guaranteed. In the event of a quality dispute or after-sales problem, you can also find a website to protect your rights.

Minefield 2

The goods are not difficult to obtain evidence for the board

[Phenomenon] The China Consumers Association said that “materials do not match, the process is very different, resulting in furniture completely out of board” is one of the four major problems that consumers often encounter. Netizen Yingying, who bought too many pieces of furniture online, said that he had encountered a situation where the goods were not right: "I didn't expect the handle of the closet door to be so small; there are some corners of the furniture, the glue is not very secure; the track of the drawer The first installation failed, and the installation will be distorted." But these problems can not be displayed in the picture, the seller is in the field, and she is too troublesome to buy a single "goods for the board." In fact, yingying encountered only a surface problem, Zhang Dezhi said that many consumers online shopping has encountered the material "stealing the sun."

[Say] In the physical store, shopping consumers can not only see the real thing, but also get the model to compare. However, in the network sales, this part of the link has been omitted, which is why consumers often encounter difficulties in defending their rights.

[Preventive measures] In addition to selecting a reliable trading platform and merchants, consumers should know the product information in detail when purchasing, and keep the chat records, related pictures and other information in case of problems. In addition, the reporter found that some stores can provide samples by consulting some of the brand flagship stores that are sold online, but the buyer needs to pay the courier fee. In order to better protect the rights and interests, it is recommended that consumers purchase samples or samples before bulk consumption, and make a decision after making detailed judgments on the materials. Netizen Yingying suggested that everyone communicate with the merchants before placing the order, so that they can provide more pictures and product information. In addition, she thinks that one penny is worth the goods, and when shopping, it is more secure.

Minefield 3

Environmental protection performance lack guarantee

[Phenomenon] After the furniture is bought home, many netizens judge whether it is environmentally friendly or not. “Nothing to smell” is usually considered environmentally friendly. Although many merchants also use "green environmental protection" as the propaganda feature, there is no clear explanation on which environmental protection standards the products meet and which environmental protection level.

[State] The state has mandatory standards for the environmental protection of products. Zhang Dezhi said that if it is building decoration materials and furniture, it can be in accordance with the "Formaldehyde Decoration Limits for Wood-based Panels and Interior Products of Interior Decoration Materials" (GB18580-2001) and "Limited Quantity of Hazardous Materials in Wood Furniture for Interior Decoration Materials" (GB18584-2001) ) Two mandatory national standards to implement. According to the reporter's understanding, if you buy some soft furniture or products that do not currently have a national standard, you may encounter a situation where there is no door to detect, and you cannot be held accountable.

[Preventive measures] If the merchant has a higher level of commitment to environmental protection, consumers should pay attention to retain relevant information and evidence.

Minefield 4

[Phenomenon] The reporter found that most of the furniture manufacturers in Beijing or in Beijing have a door-to-door service, but many foreign stores will clearly inform the purchaser that after the furniture is shipped to Beijing, it can only reach the transit of logistics and transportation. The station must be picked up by the consumer or transported to the home at a different cost. This link also makes some consumers dissatisfied.

[Expression] Zhang Dezhi said that if the goods arrive at home, if they find problems such as damage and bumps, consumers have the right to file an objection or reject them at the time of acceptance. As the first responsible person, the seller should communicate with the transporter if there is a bump in the transportation process. In addition, under normal circumstances, the agreed delivery is "delivered, installed, placed in place." If there is no special agreement, you can follow the "home delivery". However, if the merchant informs in advance, the consumer will have to negotiate the transportation fee.

[Precautions] When you make an appointment at the time of purchase and let the logistics company deliver to your home, you need to determine whether you need to charge additional lifting fees (lifting furniture from the window to your home), going up the stairs (should climb stairs to transport furniture), etc. And retain relevant credentials.

Minefield 5

Installation after-sales protection

[Phenomenon] The reporter found on the Internet that many furniture brands do not include installation services. A store clerk told reporters: "We have detailed installation instructions, it is very convenient to install." Online shopping for furniture and their own installation of "yingying" has repeatedly said: "I installed too much effort." She and friends in order to install the wardrobe full flower For a long time.

In fact, it is not only the installation service that is plaguing consumers, but also the entire after-sales link. A brand cabinet maker told the "Buyer's Notice" in his own store: "Some cities without dealers do not bear the warranty of the product. Buyers need to carry out detailed inspection after picking up and installing."

[State] Zhang Dezhi suggested that consumers should agree to install and after-sales service with the merchant at the time of purchase. If the manufacturer is not responsible for the installation, you should consider whether you have the ability to install or contact the worker to install it. If a third party provides installation services, there is no need to worry about the situation of responsibility. A network customer service representative who provides installation services told reporters that consumers can confirm whether the product has problems during the acceptance; if there is no problem during the acceptance, if there is any problem in the installation, the installation worker can be directly found according to the installation contract.

As for the statement that “there is no warranty for the city without a dealer”, Zhang Dezhi said that if there is no quality problem in the product itself, the two parties have made a clear agreement through this clause, and consumers will accept it if they purchase it. There is no fault in the business, but if there is a problem in the use of the product, you can negotiate with the merchant to see if the merchant can provide certain paid services.

[Preventive measures] When consumers purchase online products that require installation and require high warranty and maintenance, they should pay attention to the relevant service capabilities of the seller, and confirm the information provided by the seller by calling the manufacturer. If necessary, keep the seller's guarantee or promised mail, screenshots or chat records, and ask for valid invoices such as formal invoices and warranty cards.

Minefield 6

Who has a big color difference?

[Phenomenon] "Because of the influence of light, display parameters, plate batch and other factors, the actual color and picture received will be different, please refer to the actual object. The color difference can not be used as the reason for the refund" "Color difference is normal phenomenon" and other words From time to time, it appears in the bulletin board of some shop "Buyer Notices". Who is the color difference?

[Expression] Zhang Dezhi said that for the wood products of furniture floors, the color difference is normal. If it is not a quality problem, it is very difficult to resolve the dispute simply because of the color difference problem, and the claims made by consumers are hard to support.

[Precautionary measures] The reporter learned from the online sales customer service department of a brand wooden door that although the products sold online are the same as the product swatches sold by the store, if consumers are worried about the color difference, they can go to the physical store and look at the swatches before they are in the network. Place an order.

â– Tips

Be wary of the false promises of the business

China Consumers Association reminds consumers to be wary of some of the promises of the business. Some online stores give consumers some ambiguous or ambiguous promises. If promised, "If the furniture of this store can not be used normally after two repairs, it will be replaced." When the problem can be encountered, the seller said that the two repairs refer to the same part of the repair site. In addition, furniture is a special product with a long service life, and some online stores promise "no return for free for 7 days", except for furniture with poor quality, otherwise there will be no quality problems within 7 days. Even if the buyer returns to the seller within 7 days, the seller will shirk responsibility because there is no substantial evidence. Even if you return, you will count the relevant expenses on the consumer, not free.

Some products are not suitable for online shopping

1. Furniture, building materials, etc., which are mainly made of glass, are prone to damage during transportation and are not easy to investigate. Moreover, some large-scale products are expensive, have many accessories, are complicated to install, and have high risk of online shopping.

2. Tiles and floors are bulky, high in freight, easy to damage, and the amount cannot be accurately calculated. It is more troublesome to make up and retreat, and it is prone to chromatic aberration.

3. Ceramics, sanitary ware, lacquered furniture, etc., heavy weight, large volume, easy to damage, if there is no outer packaging or outer packaging can not guarantee product safety, glazed surface is easy to be damaged and affect the appearance, and it takes more cost to return Logistics costs, etc.

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