Online shopping has become a popular choice for many, especially for Mr. Hu, who values the time and money it saves. “The main advantage is that there are so many styles available online—more than what you can find in physical stores!†He also appreciates the customization options some shops offer. Customers can choose specific sizes or even design their own style, color, and finish, with the shop producing the product based on the provided designs.
These benefits have attracted more young people to shift their shopping habits online, with some even entrusting entire home decoration projects to e-commerce platforms. A quick search on Taobao shows impressive sales figures for furniture and building material shops. For example, the well-known "Linshi Wood" store sells a bed priced around 2,000 yuan with nearly 200 units sold monthly. During last year’s "Double 11" event, one furniture shop on Tmall achieved sales of 330 million yuan, ranking fourth in overall sales.
However, despite the convenience, there are challenges. One major issue is after-sales service. Many consumers face complicated return procedures and high costs. The Municipal Consumers Association reported that last year, they received 178 complaints about building materials and 122 about furniture. While the total number hasn’t changed much from previous years, disputes over online purchases have increased.
Mr. Li, a resident in the eastern suburbs, recently bought several pieces of furniture online. Upon delivery, he found some items damaged. He contacted the seller and agreed to split the return shipping cost. But when the goods were sent back, the seller refused them, claiming missing parts and damage. This led to a deadlock, and Mr. Li had to seek help from the consumer association. Eventually, both parties shared the loss, but Mr. Li still lost around 1,000 yuan in postage and damages.
Compared to in-store purchases, long-distance shipping of large furniture increases the risk of damage and makes after-sales issues more common. Most online furniture arrives as semi-finished products, requiring customers to install them themselves or hire someone. This adds extra costs and can lead to disputes if something goes wrong. Although many sellers promise easy returns, the process is often too cumbersome for most consumers.
Another concern is quality control. Mr. Chen, from Zijiao, bought a wardrobe online at half the price of a physical store. The seller claimed it was eco-friendly, but after receiving it, Mr. Chen noticed an unusual smell and couldn’t live in the room. The seller denied any fault, and without proof, Mr. Chen had no choice but to accept the loss.
Unlike regular products, furniture and building materials directly impact consumer health. However, online retailers often attract buyers with low prices, which may come at the cost of quality. Major e-commerce platforms lack the ability to test product quality and only mediate complaints. Consumers usually rely on product descriptions or certificates, but once the item is delivered, it's hard to prove defects without professional testing. This leaves many vulnerable to poor-quality products.
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