Online shopping has become a top choice for Mr. Hu due to its convenience and cost-saving benefits. “The main advantage is the wide variety of styles available online, which is much more than what you can find in physical stores,†he said. Moreover, some online shops offer customized options—whether it's adjusting the size or even designing the style, color, and pattern according to customer preferences. This level of personalization makes the shopping experience more appealing, especially for those looking for unique furniture or home decor.
Because of these advantages, an increasing number of young people are moving their shopping habits online. Some even entrust entire home decoration projects to online platforms. A quick search on Taobao shows that many furniture and building materials shops have impressive sales. For instance, the well-known "Linshi Wood" shop sells a bed priced around 2,000 yuan with nearly 200 units sold monthly. During last year’s "Double 11" event, one furniture seller achieved sales of 330 million yuan, ranking fourth on Tmall.
However, despite the popularity, there are growing concerns about after-sales service. According to the Municipal Consumers Association, last year they received 178 complaints about building materials and 122 about furniture. While the total number remained similar to previous years, disputes from online purchases have risen significantly.
Mr. Li, who lives in the eastern suburbs, recently bought several pieces of furniture online. Upon receiving the items, he discovered that some had dents and scratches. He contacted the seller and agreed to split the return shipping costs. However, when the goods were returned, the seller refused to accept them, claiming that two pieces were missing and the items were damaged. The dispute ended up in a deadlock, and Mr. Li had to seek help from the consumer association. After mediation, both parties shared the loss, but Mr. Li still lost money on postage and damaged goods.
Compared to in-store purchases, large furniture items are more prone to damage during long-distance shipping. Many online sellers do not offer installation services, leaving customers to handle the assembly themselves. This adds extra costs and can lead to disputes if something goes wrong. Even though some stores claim free returns within 7 days or a month, the process is often complicated, involving high transportation costs and time-consuming procedures. As a result, many consumers end up just accepting minor issues rather than going through the hassle.
Another major concern is product quality. Mr. Chen, who lives in Zijiao, recently purchased a wardrobe online at a price less than half of what it would cost in a physical store. The seller claimed it was eco-friendly and safe. However, upon receiving the item, Mr. Chen noticed that the wardrobe was extremely heavy and smelled bad. He couldn’t live in the room anymore, fearing it might be harmful. The seller denied any issue, and without evidence, Mr. Chen had no choice but to accept the loss.
Unlike regular products, the quality of furniture and building materials directly affects consumer health. Unfortunately, many online sellers attract buyers with low prices, which can sometimes mean substandard or fake products. Major e-commerce platforms lack the capability to test product quality and can only mediate disputes. Consumers, on the other hand, often don't have the technical knowledge to assess product safety, such as checking formaldehyde levels in furniture or radiation in tiles. Without proper tools, it's hard to verify claims made by sellers, making it difficult for consumers to make informed decisions.
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