The market is hot but it is full of slots. How can custom furniture become the hardest hit area?

Custom furniture can be customized for consumers to meet the individual pursuit of different consumers, but lacks quantifiable standards, so on the one hand the market is hot, on the one hand, it is also full of slots, and people have to reflect on what is the cause of custom furniture. Such awkward situation. No matter what mode the company chooses, it can finally convince consumers whether it is a product, so only by ensuring product quality is the long-term survival.

Recently, the "China Household Consumer Protection Research Report" (hereinafter referred to as the report) was released in Beijing. The research report shows that although China's home furnishing industry continues to maintain rapid growth, consumers' overall satisfaction with household consumption is less than 60%, and household consumption faces many Helplessness and dilemma. In particular, custom furniture with more flexible space has become the hardest hit area for consumer complaints.

After-sales service and false propaganda complaints rose in the past four years

According to the report, in the 2017 home consumption complaints, contract, quality, after-sales service and false publicity were the hardest hit areas, accounting for 86.24% of all complaints.

The proportion of complaints in various categories is: contract (32.93%), quality (30.74%), after-sales service (18.23%), false propaganda (4.34%), price (4.29%), others (3.54%), security (2.18%) , counterfeiting (1.96%), measurement (1.43%), and personal dignity (0.35%).

Compared with the number of different types of household consumption complaints in the past four years, in addition to the significant improvement in quality, the problems in after-sales service and false publicity have increased significantly.

Contracts, quality, after-sales service, and false publicity are the top four furniture consumption disputes, and they are also the main “bad” for custom furniture consumption complaints.

Custom furniture consumption into complaints

"After buying a wardrobe, I can't wait for the goods." "The wardrobe has been repaired 15 times without repairing, and the merchants can only repair it." "Customized products and designs do not match, the internal communication of the manufacturers is chaotic," "Materials are difficult to identify", "Being The pricing method is around the halo, and the design level is unstable. Many problems have made consumers feel that the custom furniture is greasy and catch up with the decoration.

Among them, the most consumers are criticized:

First, it is circulated by the pricing method. At present, custom furniture is generally implemented in terms of area, ranging from one hundred yuan to several thousand yuan per square meter. The designer first presents the design and then calculates the price based on the area marked on each drawing. For the design drawings and final area issued by the merchants, most consumers can only look at the size, and can't know the specific calculation method. The merchants count a few square meters, which means that they have collected hundreds or even thousands of dollars. .

In addition, custom furniture sales staff often only tell consumers the price of materials used per square meter when making a quotation. When making a wardrobe, the metal fasteners, rails, hinges, etc. of the shelf are charged separately. If the sliding door is installed, the price of the door and the push-pull track should be extra. These charging rules are determined by the merchants, and the consumers can only accept it passively;

The second is the material pit. In terms of the materials used for custom furniture, the water is also very deep, and it will be pitted if you are not careful. Nowadays, the custom furniture materials on the market are mainly divided into two types: wood-based board and solid wood board. The two kinds of boards are divided into domestic board and imported board. The cost between different boards varies greatly, and consumers are generally difficult to see in the store. Whether the furniture sold in the middle is solid wood or wood-based panels, even if it is solid wood board, different plates can only be confirmed by quality inspection;

The third is that it is generally only repaired. Ordinary goods have quality problems, and can also apply for return. After the installation is completed, because of the special nature of its products, when the product problems arise, the merchants are often only repaired, if the internal communication procedures are complex, consumption It also costs a lot of waiting costs and communication costs;

Fourth, the level of designers is mixed. Many consumers introduce their friends' word of mouth, but they don't necessarily meet the same designer who serves their friends. In the end, they will find that the colors are not matched, the size is not in place, the living habits are violated, the styles are not coordinated, and the layout is chaotic. I have encountered a common problem with an unskilled designer.

Custom furniture designer's real working status

Consumers go to custom furniture, just like cutting hair, the final result depends entirely on the designer who serves you. The custom furniture market is developing too fast, and the number of mature designers who can meet market demand is seriously insufficient.

Knowing, there is a question, “What kind of experience is it as a custom furniture designer?”

From the answer to the question, we can see the actual state of the work of the custom furniture designers: similar to the draftsman, the main focus on the field size is accurate, and has a guiding effect on the customer; the docking side is more, the first is the docking of the installation master, and the second is After the sales contact with the customer, the third is to communicate with the customer, and the fourth is to connect with the boss. The designer just happens to be in the middle layer. Which side should be pleased, which side can't make mistakes, otherwise it is designer. responsibility.

The fierce competition in the industry has led to various disguise in the business. The ultimate victim is the designer. “0 design fee” and “free design” are more and more. Designers are getting more and more money because the merchants cater to the market. Less, more and more responsibility, the consequences of this series is that designers are becoming more and more boring, there are many job-hopping players, and the turnover rate of designers is high.

Design is a career that takes a lot of time to settle. The 60-point designer and the master designer are a world of difference. The rapid development of custom furniture has determined that designers can't get a good time from entering to training. Precipitation, which also led to a level of designer disparity.

When there is a problem in the design process, the internal collaboration is difficult to complete, which will ultimately affect the consumer experience and cause a lot of internal waste.