Let the customized home furnishing industry develop healthily

　　In life, customized homes have become the choice of many people when decorating their homes because they are personalized, differentiated, and can be customized according to consumer needs.

However, some consumers have reported that custom-made homes have problems such as low-price routines, additional items and price increases, false reports and miscalculations, and shoddy products, which make the decoration plan that was originally intended to be "worry-free" instead "annoying."

　　Among the complaints related to the "People's Complaints" platform of People's Daily Online, there are many complaints about the quality of customized home furnishings: some boards are of unqualified quality, some installation techniques are not up to standard, some custom measurements have deviations, and some are even substandard. Well, cutting corners.

　　Ms. Song, a reader from Beihai City, Guangxi, said: "I purchased a cabinet from a well-known furniture brand, but it still has a strong smell after two years, and there are also problems such as plate deformation, mold, insects, and rusted metal accessories." Song The lady suspected that the merchant had used low-quality boards, and the merchant had not provided the model number, production address, and formal conformity test report of the cabinet boards.

This increased Ms. Song's doubts.

　　"When we choose to customize our home, we want to hand over all wardrobes, cabinets, closets, etc. to one company. This way, the style is more unified and the matching is more reasonable. We also have peace of mind because we don’t have to always go to the building materials market and the furniture market, or connect with different companies. Decoration company." Mr. Qin, a reader in Xicheng District, Beijing, believes, "But the premise is to find a reliable company, because every link in the decoration process may affect the final effect."

　　It is understood that customized home furnishings include measurement, design, procurement, production, installation and other links.

"Sometimes, problems with customized home furnishings are not caused intentionally by the company, but problems occur in a certain link." A practitioner said, "If every link cannot be strictly controlled, or there is a deviation in any work, it may The final result is unsatisfactory.”

　　In addition to quality problems and poor results, there are also problems such as fraud in some customized home furnishing companies.

Mr. Wu from Yibin City, Sichuan Province left a message on the "People's Complaints" platform of People's Daily Online, saying, "Previously, I had preliminary negotiations with a furniture company on a whole-house customized home with a total price of 39,800 yuan, including wardrobes and cabinets and a furniture package of 21,000 yuan. , and an additional bed and automatic clothes drying rack were given as a gift." Mr. Wu said that after he paid the balance, the merchant refused to honor the furniture and gifts agreed in the original contract, and said that he would need to spend more than 10,000 yuan in the store to fulfill the promise. , “Isn’t this obvious fraud and breach of contract?”

　　Some consumers reported: “I originally signed a contract of 30,000 yuan and paid a deposit, but before the goods were shipped, the other party sent another contract with a total price of 56,700 yuan, requiring the difference to be paid before shipping. Goods." Some netizens left a message saying: "It cost more than 100,000 yuan to customize the whole house, but the other party was only responsible for measurement, design and delivery, and there was a separate charge for installation." All these things give consumers a headache.

　　"Whether the merchant commits intentional fraud and breach of contract, or has design and installation problems caused by low professional standards, it has infringed upon the legitimate rights and interests of consumers." Li Yumei, a professor at the Department of Law at China Agricultural University, believes that according to the provisions of the Civil Code, one party's failure to perform If a contract obligation or the performance of a contract obligation does not comply with the agreement, the party shall bear the liability for breach of contract such as continuing to perform, taking remedial measures, or compensating for losses. "But which issues constitute breach of contract and which issues constitute fraud should be determined according to the specific circumstances."

　　How to regulate market behavior, protect consumer rights and interests, and allow the customized home furnishing industry to develop healthily?

Many readers believe that while merchants are improving service levels and product quality and operating with integrity, industry associations and market supervision departments should also play an active role.

Market supervision departments should strengthen supervision and inspection and promptly accept complaints from consumers of customized home furnishings.

Industry associations should also strengthen industry self-discipline, actively participate in the supervision and inspection of customized home service products and services by relevant administrative departments, and improve the level of the industry.

　　Experts suggest that when purchasing customized home services, consumers should focus on choosing strong and reputable brands and merchants and fully understand the company's customized home service products.

At the same time, carefully study the relevant terms of the contract, refine the brand materials, size and style, production process, payment agreement, delivery and installation, after-sales service and other contents into contract stipulations, and carefully sign and confirm.

　　"Consumers should keep good evidence such as contracts, consumption vouchers, and records of communication with merchants. When a dispute occurs, consumers should negotiate with the merchant first. If negotiation fails, they can complain to the regulatory authorities or to the relevant consumer association organization Request for mediation or file a civil lawsuit with the People's Court to resolve the dispute," Li Youmei said.

　　(Xiao Kaiwen participated in the interview and writing)

　　Zhao Bing