Online Furniture Shopping Woes: 3 Cases Revealed
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According to the latest data from the Consumer Council, there were 650 complaints regarding online shopping and custom-made furniture in 2024, and the first four months of this year alone have already recorded 146 related cases. With the increasing popularity of online shopping trends and customization services, related consumer disputes are also on the rise. Common issues include discrepancies between the actual products received and the images shown online, differences in quality between display items and actual goods, and size discrepancies in custom-made furniture. The Consumer Council recently shared three real-life cases of being misled and called on the industry not to use disclaimer clauses as a 'shield,' while also providing consumers with various suggestions for purchasing furniture. Renovation Man will take everyone to have a look together.
Case One: Nearly Three Thousand Yuan Online Purchase of Furniture "Not as Described" Refund Deducted 40% Cost
Mr. Wen spent $2,900 to purchase a desk described as Nordic solid wood style from an online store. The product description indicated a depth of 58 cm and emphasized the use of mortise and tenon drawer design. After receiving the goods, he found Simplified Chinese characters printed on the packaging, and the brand did not match the website description; actual measurement showed the depth was only 55 cm, exceeding the 1 cm tolerance range listed by the online store. Moreover, the desk drawer was not the mortise and tenon design as claimed by the online store but a style fixed with screws.
Dissatisfied with the goods not matching the description, Mr. Wen requested a full refund but was refused. The online store claimed that the website had stated "pictures are for reference only" and was only willing to refund the remaining amount after deducting $500 for shipping and 20% for repackaging, an actual deduction of about $1,080, equivalent to nearly 40% of the desk's selling price. The two parties failed to reach a consensus. Mr. Wen believes the online store was misleading and is currently consulting legal advice.
Case Two: Actual Sofa Inferior to Display Model, Persistent Complaint Leads to Replacement
Ms. Wong tried and purchased a $4,850 two-seater semi-leather sofa in a physical store. Upon delivery, she noticed a significant gap between the actual product and the display model she had tried: the leather was rough with several scars, and the cushions and backrest sponge were noticeably harder, greatly reducing comfort.
The merchant initially denied any quality differences, claiming after a technician's inspection that the structure met standards. Ms. Wong insisted on filing a complaint with the Consumer Council and revisited the store to compare with the display model. After the Consumer Council's intervention, the merchant finally agreed to replace Ms. Wong's sofa with the display model, resolving the dispute.
Case Three: Custom Sofa Size Mismatch Merchant Cites "Tolerance Range" Clause to Refuse Remaking
Mr. Lin spent $24,300 to custom order a three-seater leather sofa with a chaise longue, specifically requesting each seat to be 26 inches wide and the chaise longue part to be 30 inches wide. He confirmed that the merchant had listed these specifications on the invoice. However, upon delivery, he found that the seats were actually only 24 inches wide, and the chaise longue was 31 inches wide, which did not match the order requirements.
The merchant refused to remake the sofa, arguing that the total length met the requirements and that the contract stated a tolerance range of plus or minus 2 inches was allowed. The merchant also explained that the seats were "narrower" due to extra padding being added, claiming that over time, the padding would compress and return to the normal size. Mr. Lin suspects that the merchant may have violated the "Trade Descriptions Ordinance" and is considering filing a complaint with the Customs Department.
Consumer Council's Six Tips for Buying Furniture
Seeing for Yourself is Better Than Online Shopping
Although online furniture shopping is convenient, it's important to pay attention to whether the merchant has disclaimers such as "images for reference only." The photos provided by merchants may be affected by the shooting environment, angle, and lighting, leading to differences from the actual product. Before making a purchase, it's advisable to visit the store in person to view and try out the furniture to get a more accurate understanding of its actual condition. It's also recommended to take photos of the display items and describe the product quality in detail on the order as a reference for when you receive the goods.
Read the after-sales warranty terms carefully
Before making a transaction, carefully read the terms and conditions of the after-sales warranty. If the merchant offers a refund or exchange guarantee, pay attention to the conditions of the guarantee, such as whether discounted items are applicable, whether the original packaging needs to be kept intact, the deadline for returns, and other details.
Discover Problems and Document Immediately
If you find quality issues with the furniture after receiving it, or if the specifications such as size do not match the merchant's description or custom requirements, you should take photos immediately for evidence and contact the merchant for follow-up as soon as possible. At the same time, keep the invoice and other transaction documents properly as proof.
Consider Space and Additional Fees
In addition to considering the space for placing the furniture, you should also consider the space needed for assembling the furniture. Furthermore, merchants may charge additional fees such as "delivery fee" or "stairs climbing fee" due to reasons like the furniture being too large to fit in the elevator, or the delivery location not having an elevator and being in a remote area. Before purchasing, inquire with the merchant about the furniture dimensions, delivery arrangements, and any related additional charges to avoid exceeding your budget.
Compare Prices, Black and White
Before making a purchase, be sure to compare the prices and terms of different merchants. For custom furniture, ensure that the contract clearly lists the details of the product such as size, material, color, origin, delivery date, etc., and specifies the acceptable margin of error.
Retaining Communication Records
All communication with merchants, including verbal promises, should be confirmed in writing and properly preserved for future reference in case of disputes.
The Consumer Council emphasizes that the brand, size, and design of furniture are important information for consumers. The industry should ensure the accuracy of the product information provided, rather than using "pictures are for reference only" as an excuse. Although there may be slight variations in the specifications and sizes of handmade furniture, the industry's frequent use of tolerance ranges and other disclaimer clauses as a "shield" only gives consumers a sense of irresponsibility, which is not conducive to the long-term development of the industry and the establishment of business reputation.
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