Mr. Yu, a citizen, bought back sofas and dining tables from the Suzhou furniture market . After receiving the goods, he found that these furniture parts had quality problems, so he contacted the merchant to request a return, but was told "only exchange and no refund". After a whole month of rushing around, Mr. Yu, who was tiresome, finally succumbed and agreed to replace the equivalent. Yesterday, he told the "Party News Hotline" about his experience of "only changing but not retreating".
As I heard that the furniture in Suzhou Likou Furniture Market was affordable, on February 3, Mr. Yu, a citizen, took the high-speed rail to the bus and came to Likou for the first time. After careful selection, he bought 8800 yuan for a three-seat fabric sofa, a single-seat fabric sofa and a dining table in a shop. "I bought it after reading the samples in the shop. The style is exquisite, the price is fair, and it is more satisfactory. "However, when the merchant delivered the goods to the home through logistics a few days later, Mr. Yu was filled with cold water.
In the picture sent by Mr. Yu, there are many holes and cracks in the armrests, seat cushions and backrests of the three fabric sofas, and the corners of the dining table and table are also cracked. For the remaining single-seat sofa, Mr. Yu only opened the corner of the package and looked at it. "The same problem exists, so I don't want to unpack the package." Mr. Yu said that when he saw this situation, he immediately contacted When the merchant wants to return the product, "the other party admits that it is very happy, but there is only one item, which can only be exchanged, and cannot be returned. The price difference caused by the exchange must be posted by myself. The other party said that this is the industry rule and it is done in this way. "
The merchant resolutely "only exchanged and not refunded", so that Mr. Yu regretted his original negligence. "Originally, the merchant was required to write a guarantee, and agreed that" if there is a quality problem, a full refund ", but then saw the clerk vowed. I said that there would be no problems, and I did n’t insist anymore. Now that I only have one invoice in my hand, how can I protect my rights? "After nearly a month of rushing around, the merchants were always willing to exchange goods instead of refunding, Mr. Yu Can only accept the exchange program, ready to run another Likou in the near future. After a long meal, he decided that this time he must "let the other party write a sentence on the invoice," If there is any problem, promise a refund. "
The reporter learned from the consumer associations in Suzhou and Wuxi that, like Mr. Yu, it is not uncommon for consumers who encounter merchants to “replace and not refund†when buying furniture. "Similar complaints are almost every day." The staff of the industry and commerce department said that this so-called industry rule is actually suspected of overlord clauses, "The" Provisions of Jiangsu Province on the Implementation of the "Consumer Rights Protection Law" "and the" Provisions on Jiangsu Province ’s Responsibility for Repair, Replacement and Return of Furniture Products "have clearly stipulated. The furniture during the package period can be exchanged or refunded. There is no legal basis for the so-called 'only exchange and no refund'. "
Relevant persons of the Wuxi Consumer Council believe that Mr. Yu suffered a loss and did not sign an agreement with the merchant at the beginning. The agreement on the handling of the problematic goods was clear, but after all, regardless of whether or not the agreement was signed, "If the product does have major quality problems that affect the use, And the merchants can only exchange, and citizens can complain to the industry and commerce department where the merchant is located. "
Three common "overlord rules" for furniture return
According to industry insiders, the current furniture market is full of fish and dragons. Generally, large-scale furniture shopping malls pay security deposits to the malls at the beginning of their stay, and have clear regulations on the handling of returns due to product quality problems, so they are more standardized. When buying furniture in a single furniture store, you often encounter these kinds of "rules":
One: Only return a single item and not a full set. Some citizens bought a set of dining tables and chairs in a furniture store, and within one month, they discovered that one of the chairs had cracked. Consumers demanded the return of a full set of tables and chairs, but the furniture store only wanted to replace or return the problematic chair. According to Article 8 of the "Provisions on the Responsibility for Repair, Replacement and Return of Furniture Products of Jiangsu Province": Complete sets of furniture have serious quality problems in a single part or part within 90 days. When consumers choose to return, they should follow the full set of returns, if the consumer agrees (voluntarily) Single or partial return.
Two: To return the goods to the store. Large pieces of furniture are generally difficult to carry, and some businesses put obstacles on it. Returning goods is okay, but consumers are asked to bring the problem furniture to the store.
Article 16 of the Measures of the Jiangsu Province on the Implementation of the "Consumer Rights Protection Law" stipulates that: "Three Guarantees" for large-scale commodities have quality problems within the "Three Guarantees" period, and consumers require the operator to bear the responsibility for repair, replacement and return The operator shall provide free home service. If the operator cannot provide door-to-door service, he shall bear the costs of transportation, transportation, loading and unloading, and lost time of the consumer.
Three: the order is gone and he does not want to refund. Looking at the samples in the shop, after ordering, the consumer is told that they are out of stock and cannot be refunded.
Article 11 of the "Provisions on the Responsibility for Repair, Replacement and Return of Furniture Products in Jiangsu Province" states: If the product meets the conditions for replacement within the three-guarantee period, if there is no product with the same specifications, model and style, the consumer is unwilling to exchange other products Return the goods and charge depreciation fees for the used products.
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