On August 14, 2011, Ms. Cui from Beijing ordered 170 printed eggplant three-layer solid wood floors, 10 snap buttons and 25 boxes of cinnamomum powder at Chengnathan Flooring outside the city, with a total payment of about 40000 yuan. In the middle, Ms. Cui has repeatedly contacted businesses and told them to keep enough goods of the same batch. Ms. Cui's new home was decorated during the National Day holiday. On October 4, there was a shortage of goods in the installation of natural flooring, so 25 boxes were added. After the floor was paved, Ms. Cui found that the floor of the living room, dining room, three bedrooms on the second floor and two bedrooms on the first floor of the new house had serious color difference. The merchants didn't keep enough floors of the same batch and model ordered by Ms. Cui, which led to replenishment, and the merchants didn't explain to Ms. Cui that the paved floors had color difference during installation. Ms. Cui expressed dissatisfaction with this result and raised an objection to the nature business.
After contacting the sales staff of Nature flooring, the sales staff were also shocked by the serious color difference, and suggested Ms. Cui contact the after-sales staff as soon as possible. On October 5, after on-site inspection, the after-sales manager agreed that there was indeed color difference in the floor, and proposed a solution to replace the floor of the first floor bedroom to the second floor, because there were few people watching the second floor. Ms. Cui does not agree with this solution. The solution proposed by the after-sales personnel sent in again was to give free floor oil.
So the complaint went to the rear of the out of city sincere sale. The rear of the out of city sincere sale asked Ms. Cui to fill in the complaint form and said that it would be settled by both parties through negotiation within three days. However, on October 6, Chengwaicheng unilaterally informed Ms. Cui that Nature Flooring determined that this problem was not a quality problem without sending anyone to check the floor paving site. According to Ms. Cui's reflection, the rear staff of the out of city sincere sales said unintentionally that "this situation is very sincere outside the city." Immediately, Ms. Cui complained to the Nature Flooring Headquarters, but she did not get any response. Ms. Cui could not help feeling that "the store is really a big bully".
Lawyer's interpretation: doubt about the problems of natural flooring businesses
In this regard, Zhang Xueming, the chief lawyer of Beijing Jinshuo Law Firm, pointed out that businesses have violated the rights and interests of consumers in this consumption event:
1、 The natural floor of the same model has serious color difference. 2、 There is fraud in the sales process. When the customer delivered the deposit to order, the salesperson assured the customer that there was enough stock of the same batch of goods, but replenishment occurred during the actual supply, resulting in serious color difference of different batches of goods. According to Article 8 of the Law on the Protection of Consumers' Rights and Interests, "consumers have the right to know the true situation of the goods they buy or use or the services they receive". The products sold by the merchants are products of different batches, and there is color difference on the floor without informing the users. From the scope of the Consumer Rights Protection Law, it is an infringement of consumers' "right to know", and the merchants should bear the corresponding economic responsibility. 3、 Lack of construction process supervision. Due to the National Day holiday, the warehouse keeper of Nature could not provide Ms. Cui with the ordered Lekou buckles. The installation team leader did not choose to explain the truth, but fooled Ms. Cui into using cheap buckles to pretend to consider customers. Ms. Cui went to the warehouse to check the buckle strip, and then the installation of color difference floor failed to stop in time. Ms. Cui came back from the warehouse and found that the floor had been installed and had serious color difference, so it was judged that the construction process supervision was missing. 4、 The after-sales personnel are not responsible. After finding the problem, Ms. Cui contacted the sales staff and after-sales manager of Nature flooring, but failed to solve the problem. The after-sales manager had a rough attitude. When he agreed that there was color difference in the floor, the proposed solution could not be accepted by consumers, and the merchants did not take any compensation measures later. Ms. Cui asked to supplement the sales contract of Chengwaicheng. The sales staff of Nature flooring evaded the problem, colluded with the service desk staff of Chengwaicheng to obstruct it, and the promised gifts at the time of purchase were not fulfilled. 5、 Nature Headquarters is derelict in supervision. After the problem occurred, Ms. Cui complained to the nature headquarters, and there was no response.
The promise of Nature flooring company has not been fulfilled, and the problem of consumers has not been solved
After receiving a consumer complaint, the staff of the Complaint Office of China Quality Wanlihang called the customer service telephone of Nature Flooring Company to verify the complaint of Ms. Cui. The customer service staff said that "the color difference of the solid wood floor is inevitable due to the different natural growth texture. The national standard does not make any requirements for the color difference of the floor. Such problems generally change the floor with color difference, and spread the heavy color difference under the bed, sofa, wardrobe and other places that cannot be seen." Then, the complaint office staff called the senior management manager of Nature, Ask about the color difference of the floor, what way does the enterprise take to deal with it? The management manager directly replied "Let the staff check the national standards". The questions such as "the salesperson promised the customer that there were enough stocks of the same batch of goods, but replenishment occurred during the actual supply, and the construction process supervision was missing" were not answered. In this regard, the insiders believe that although there is no national standard for the color difference of solid wood flooring, the enterprise should put forward higher requirements for itself and take various effective methods and means to reduce the defects of products.
The customer service personnel of Nature Company inquired about the complaint record in October 2011, and Ms. Cui's complaint was on record. As for the handling result of this complaint, the customer service personnel said that "at that time, the after-sales personnel in Beijing area reported that they had negotiated with Ms. Cui to exchange the upstairs and downstairs floors." In fact, Ms. Cui did not agree with this solution, thinking that because there were not many people watching the second floor, The plan to change the floor of the first floor bedroom to the second floor is insulting.
To issue a sales contract, the customer service personnel replied that "there is no need for a sales contract. The company has no fixed requirements on the sales contract, and each regional dealer will decide according to the situation. The consumer purchases goods with the delivery note as the warranty certificate." The staff of China Quality Wanlihang consulted relevant industry insiders, who said that consumers purchase household building materials, Signing a formal sales contract is conducive to protecting their legitimate rights and interests, and businesses should also standardize the management of their sales contracts.
Recently, the staff of China Quality Wanlihang Complaint Office contacted the senior management manager of Nature Flooring Company for many times, and the management manager promised to send a special person to check and solve the floor problem of Ms. Cui's house. After more than a month, Ms. Cui once again reported to China Quality Wanlixing that the attitude of the staff in the after-sales department of Nature Flooring Company was very poor, only asked and recorded the situation she reflected, but did not send someone to check the floor situation on the spot, nor made any decision to deal with it.
