Businesses clamor, bargain slap, promotional speaker trouble ... ... 51 promotions, the first half of the story is probably the case, the tone is "promotions, discounts"; "post-51" plot continues, the tone changed to "delivery, installation," businesses The "service" performance was mentioned to an unprecedented level of concern. Business money is earned, after sales to keep up with it?
The owners of the "Le" Amoy Deals are still in the majority. After all, at this time, the manufacturers of joint ventures have launched a lot of more vigorous activities, which is even more cost-effective than the usual acquaintances. However, there are also consumers who rush to take holiday promotional "cars", causing the goods to look and hesitate to change. However, the deposit has been paid and only the cancellation is required. Too much effort and effort are inevitable.
Therefore, in the second half of the “post-May 1st†market, we use these consumption segments to taste something. It seems that there is always something of a regret: the moneybags are full, and the after-sales service is keeping up?
Unfortunately, after an impulse, he regretted that "specials" became a hot potato.
For a long time branded solid wood furniture, finally waited for a great opportunity for sales. Who knows when the impulse is over, the moment when the "Red Hijab" was unveiled, it was discovered that it was the "joking" that he wanted to make. The sought-after baby has become a hot potato, the business refused to retreat, the buyer refused to, this is what people regret "special price goods."
Event: Improper sofa size
Event: On July 4, 2010, an owner found a brand merchant and asked for a return, citing the size of the sofa he purchased. Because the sofa is a special price during the 51 promotion period, the contract states that "special products are not returned without quality problems" and the owner has signed and confirmed that the merchant refused to return.
Originally, solid wood furniture was expensive, and the owner said that he was also responsible for the brand. However, the furniture was delivered to his home and he did not fit in the living room, because in order to catch up with the 51, he relied on visual inspection and feeling. , I feel that the size of the furniture will be almost set, to pay the full amount before they can enjoy the activities, to pay a heavy price for this. Coordinated by the store, the two sides took one step at a time: the merchant agreed to return the goods and, in accordance with the contract, the customer agreed to pay 10% of the payment as liquidated damages, and Zhengzhou City's transportation costs were 80 yuan.
Analysis: Signed contract
Analysis: "The contract for non-returnable non-quality problems for special products" is written in the contract, and the customer sign and confirm, then the contract has been effective, and it is legally binding on both parties. In the above example, it was rather unexpected that the merchant became the beneficiary of the contract. The customer did not properly perform the contract, so that the “little blind son†was confused and caused unnecessary trouble, and these are actually completely avoidable. The merchants stated that if the goods were not sent to Zhengzhou customers' homes and they found that they were “not signingâ€, the return request could be completely satisfied without any reason. However, the customer did not find the product to be suitable until it was placed in the home. A series of expenses can only be borne by the buyer.
Observation: Consumption also needs rationality
The reporter observed that there are many similar "returns" and the reasons are also strange. Some of them are unsuitable for their size; some are unsuitable for color; others are because of improper gifts. Just like women buying clothes and cosmetics, they are not the most satisfied and are always looking for the next "Just Right." In the process of seeking, sometimes because of the "little confusion" on the road, it took an eye, or impulsive or lost, and missed the future scenery. I hope you are not the one who has "smashed sesame seeds and lost watermelon."
Unfortunately, the second delay delivery people "get angry."
Due to the particularity of household products, although they can be seen and touched when they are on the market, they are not taken away like cosmetics, clothes and jewelry. Home products, and not to say that the selection of the earlier period of time, even if you act decisively, you still need to wait for many days, the product was sent to the home. For example, homes have an ordering period of 15 to 45 days; wooden door products range from 30 days to as many as 45 days; floor tiles and sanitary ware, although they are mostly in stock, are orders from the time they are placed, shipped, and handled, but they are fast for one week and slower for two weeks. .
Of course, these are normal after-sales services. If you encounter postponed delivery after the order, I am afraid that you will only get angry.
Event: Three-month wait for "door" dispute
Last year, Mr. Zhou, the owner of Zhengzhou, chose the wooden door and door cover of a certain brand after comparing and selecting the May Day market. On June 1st, orders were confirmed to be delivered after 45 days, but the delivery period was over 20 days. Due to the merchants, the goods did not arrive in Zhengzhou. Coordinated with the home store, negotiated with the customer for another 3 days, and in accordance with the contract for liquidated damages. After a wave of waves, it started again. When the worker came to install the wooden door, Mr. Zhou discovered that the wooden door lock was inconsistent with the contract, and the dispute recurred. After investigation, the locks were purchased by the merchant on the market. After consultation, the merchant agreed to ship from the Beijing factory, and agreed to go to Mr. Zhou's home to install on September 2nd, and the two parties agreed. However, on September 2nd, the merchant’s written guarantees were smashed again, and no worker had installed Mr. Zhou’s locks. On September 3, Mr. Zhou came to the store to complain about the wooden door manufacturer's delay in delivery, the second breach of contract, and was suspected of fraud, required “1+1 compensation†and paid the corresponding liquidated damages, transportation fees, and lost-time fees.
In the end, after many consultations between the sales department, the owners, and the manufacturers, they finally paid the advance payment of 2,500 yuan, solved all the problems of the owners at one time, and presented customers with soymilk machines to apologize, and finally reached customer satisfaction. In addition to the wooden doors, there was an event where the customer Mr. Zhang purchased a certain brand of furniture due to delayed delivery of the shop and the customer demanded a full return (a contract value of 13,600 yuan).
Analysis: Delayed delivery is common in the furniture industry
Analysis of senior people in home stores, delayed delivery in the furniture industry is a common phenomenon, the reasons are often caused by multiple, in any case, should give customers a clear answer. Some household products have a relatively long production cycle. Manufacturers are not able to supply products in a timely manner, or because of delays in logistics. Secondly, stores do promotional activities, especially during the busy season of May Day, resulting in an unsuccessful order or no storefront shopping guide to determine the manufacturer's delivery. The issue of unauthorized orders, etc., will result in delays in delivery as reflected by the terminal. The delay in delivery of compensation for breach of contract damages or return, the store is rarely willing to take responsibility. If you buy in an unsound after-sales protection store, the trouble will be big. It may lead to “money in the hands of the business†and you are dragged on. If there is a store that acts as a third party behind it, the situation will be much better, because the merchant’s money is first given to the mall as a guarantee for the mall to measure and manage merchant services.
Observation: Business Emergency Mechanism is Necessary
From the order in June, to the installation in mid-July, to the extension in August, to the default in September, the patience of consumers was repeatedly hit. In the past 3 months, the customer only saw the products he had bought for money. Can he not get angry? The “trouble†problem that often occurs after the peak season should be predictable, and why the mechanism for handling the possible events in advance has not yet been established? Here, it also highlights the benefits of shopping at large, branded stores, with a third-party protection. For example, the home of surprise, has introduced an emergency mechanism: each store personal responsibility system, shopping guide after the purchase of a single, timely tracking of orders, manufacturers production, logistics and delivery conditions, so that "one person is responsible for the entire process of signing." This can greatly reduce the phenomenon of delayed delivery, and it is also a more advocating approach.
Unfortunately, the sale of three color difference disputes are "heart"
Chromatic aberration is a problem that many solid wood furniture can't avoid. Unless you buy a sample from a store, the reordered wood furniture will have a color difference with the sample you see. Once the color difference dispute, buyers and sellers are very gratified. For buyers, if the color difference is within a reasonable range, if it exceeds the psychological expectation or reasonable range, such a large and uneconomical product will certainly be unacceptable. For merchants, color aberration is an inevitable problem with natural materials, so it is very embarrassing to encounter returns.
Event: The home has a color difference merchant withdrew
The reporter received a complaint from Mr. Feng, a consumer, saying that after buying the solid wood furniture, a color difference occurred. But at this time, the shop has already withdrawn from the market, and all samples have been disposed of. It is no longer possible to compare the color difference between the goods and the sample at that time. Mr. Feng found the store and insisted on an unconditional return. The amount of the contract was 85,920 yuan.
After the staff at the store visited the home of Mr. Feng, he found that the problem of color shade was not serious. Because of the unique nature of wood species, many wood products, including wooden floors such as furniture, wardrobes, etc., will have such a slight color difference. This is also the selling point of many key log products, natural and environmental protection.
From the standpoint of the scene, it is more serious that, due to improper installation, Mr. Feng’s 4 wardrobes and 2 bookcase cabinets have too large gaps and the cabinets are not stable. After many coordination and communication led by the store, Mr. Feng agreed not to return, but he requested a certain amount of compensation.
Analysis: The color difference problem is stipulated in the contract
According to experts, as a natural material, even the wood on a tree, there is a color difference between the sunny side and the shade side, which cannot be avoided.
Therefore, it is a normal phenomenon that the color of a solid wood house has a color, and the merchant should specify it in the sales contract. Some consumer misunderstandings that may be caused by the professionalism of furniture should be explained to consumers in advance.
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