The Spring Festival of the Year of the Ox has just passed, and it is already the end of February in the Gregorian calendar. In a while, it will be the peak decoration season. Many property owners are already gearing up to decorate their new homes. Some people say, "Decoration is like a marriage, it lasts for decades." Everyone wants smooth sailing during the decoration process, but there are always many obstacles, and having trouble buying ceramic tiles is one of them.
China Ceramics Network reporters searched multiple online complaint platforms and found that in less than two months in 2021, more than 10 ceramic tile-related complaint information appeared.
Complaint 1
Source: Sina “Black Cat Complaint” Platform
Content: The complainant purchased 177 tiles from a certain brand store in Pinduoduo. Half of the tiles had been laid before he discovered that the defects in the tiles were very serious. At present, the full price of the ceramic tiles has been refunded, but the auxiliary materials, labor fees, freight, etc. caused by the project cost up to 35,000 yuan, and the complainant requested compensation for these losses.
Complaint progress: Processing.
Complaint 2
Source: Sina "Black Cat Complaint" platform
Content: The complainant purchased ceramic tiles worth 3,000 yuan from a certain brand. After using them, he believed that the ceramic tiles were not hard enough and easily scratched. They were inferior to ordinary ceramic tiles on the market and were not worth the high price.
Complaint progress: Processing.
Complaint 3
Source: Sina “Black Cat Complaint” Platform
Content: The complainant purchased a batch of ceramic tiles of a certain brand. The seller shipped the goods in three batches. The first batch and the third batch were of the same color, but there was an obvious color difference in the second batch of ceramic tiles. The seller also admitted that there was color difference, but refused to replace or compensate because it was out of stock and asked the customer to make do with the tiles with color difference. This batch of ceramic tiles has a total of 34 pieces, with an amount of 2,788 yuan.
Complaint progress: Completed. Judging from the evaluation, the complainant was relatively satisfied with the outcome.
Complaint 4
Source: Sina “Black Cat Complaint” Platform
Content: The complainant purchased ceramic tiles worth RMB 8,125 from a certain brand to decorate a new house. Only one month after moving into the new house, the complainant discovered that the ceramic tiles were worn. The complainant contacted the store for repairs, and the seller sent two people to make simple repairs.Fixed it. A month later, the complainant noticed wear and tear again and asked for the tiles to be repaired or replaced, but the salesperson gave various excuses. The local seller recommended it to the urban general agent. After the complainant contacted the general agent several times, the general agent asked him to find the manufacturer himself, but the manufacturer's after-sales manager simply refused to answer the phone.
Result: Processing.
Complaint 5
Source: Sina “Black Cat Complaint” Platform
Content: The complainant purchased a ceramic tile of a certain brand for a total price of 10,000 yuan. After laying it, he found cracks in the middle of many tiles. The manufacturer excused the complainant on the grounds that this series of ceramic tiles was no longer in production, and failed to resolve the issue after repeated communications. The complainant requested communication and negotiation to resolve the problem, and a claim and apology.
Complaint progress: Processing.
Complaint 6
Source: Sina “Black Cat Complaint” Platform
Content: The complainant purchased ceramic tiles worth 3,219 yuan from a certain store on the JD.com online shopping platform. After receiving the goods, he found that the ceramic tiles did not match the store brand, and there were even "three-no products" without packaging. In addition, in each package of ceramic tiles received, three or four ceramic tiles were damaged or missing. Two ceramic tiles could not be aligned back to back, making them obviously defective products. The store's customer service claimed that the goods were genuine, avoided talking about the discrepancy between the photographed tiles and the actual products, and refused the complainant's request to communicate with the business leaders.
Complaint progress: Completed. The complainant added that the dispute was resolved because he contacted the market supervision bureau in the merchant's home region.
Complaint 7
Source: Sina “Black Cat Complaint” Platform
Content: The complainant purchased a background wall tile from a certain ceramic tile brand on the Tmall online shopping platform for a total amount of 7,300 yuan. As the shipping deadline approached, the complainant was informed that the item he purchased was damaged and not in stock. When the complainant requested a refund, the merchant falsely shipped the goods and closed the complainant's refund application. During the follow-up communication process, the merchant insisted on not refunding the money and asked the complainant to purchase other products in the store. After the platform intervened, the merchant still did not refund the money.
Complaint progress: Processing.
Complaint 8
Source: Sina “Black Cat Complaint” Platform
Content: The complainant ordered a batch of ceramic tiles from a certain brand in May 2020 and paid a partial deposit. The full payment was paid in June, totaling 29,500 yuan. The merchant informed the complainant to prepare the goods one week in advance. However, when the complainant notified him to prepare the goods at the end of June, the merchant refused to deliver the goods on the grounds that "it is currently out of stock". Subsequently, he continued to complain about "out of stock", "the manufacturer has not determined the schedule", " The kiln exploded" and other absurd reasons were used to excuse the complainant. The complainant waited until July. During this period, the merchant repeatedly promised that the product would arrive within a week or half a month. When the complainant could no longer bear it and planned to replace the product or return the product, the store manager came forward to communicate and wrote a guarantee letter promising that the product would definitely arrive on August 20. , and sincerely stated that if the loss occurs within these four months, the merchant will be responsible. However, on August 20, the complainant still did not receive the batch of ceramic tiles, and the person in charge did not explain any reason. He changed his mind and refused to compensate. He said "I can sue wherever I like" and had a very bad attitude. The complainant complained to the Market Supervision Bureau, 12345 and other platforms, but the merchant did one thing in front of his face and another behind his back, and refused to negotiate after promising compensation.
Complaint progress: Processing.
Complaint 9
Source: Sina “Black Cat Complaint” Platform
Content: The complainant purchased a batch of ceramic tiles worth 6,390 yuan. After receiving the goods, he found that the designs and colors were different from the ceramic tiles he bought, but the merchant insisted that they were the same model. The complainant took samples before purchasing and compared the before and after and concluded that they were not the same model. He hoped that the merchant could solve the problem.
Complaint progress: Processing.
Complaint 10
Source: Sina “Black Cat Complaint” Platform
Content: The complainant purchased a certain brand of ceramic tiles for 99 yuan in a Qituan.com event in 2019. At that time, he went to the store to pick up the goods and was told that there was no stock. After that, he contacted the store three times to pick up the goods. The staff said that they had reported it, but he It has been ignored. Now when we went to the store to discuss the matter, the staff asked for the order number, but because the event webpage could not be accessed at that time, the complainant could not provide it. He only had the chat history with the staff, but the merchant did not process it on this reason.
Complaint progress: Completed. Since the latest reply from the merchant has beenIf no reply is received from the complainant within 30 calendar days, the system will automatically change the complaint status.
Complaint 11
Source: Jucomplaint Platform
Content: The complainant, Ms. Qian, purchased floor and wall tiles for the whole house decoration from a ceramic tile brand store in Zhengzhou, Henan. Among them, the living room and dining room required the merchant to process water jet parquet. After receiving the stickers from the store, I discovered that the size of the waterjet parquet was inconsistent with what Ms. Qian ordered, but the merchant insisted that the problem was caused by the decorator sticking the stickers upside down. Ms. Qian believes that the living room and dining room numbers are clearly marked on the packaging boxes of this batch of tiles. Each tile also has a number. The master laid it in strict accordance with the merchant's operating procedures. Due to the size discrepancy, there is now a serious difference between the actual effect of Ms. Qian's home decoration and the design effect. Ms. Qian went to the store many times to negotiate to no avail. In addition, Ms. Qian found that the tiles she received were 5 fewer than originally ordered, and the merchant argued that it was due to loss. I contacted the manufacturer, who recommended it to an agent in Zhengzhou, but so far no one from the brand has come forward to solve the problem.
Complaint progress: Completed. Ms. Qian added that the brand had contacted her to resolve the issue.
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Complaints about decoration and building materials products have always been high. The "Analysis of Complaints Accepted by National Consumers Association Organizations in 2020" released by the China Consumers Association shows that 14,943 complaints were received in the decoration and building materials category in 2020, ranking among the top ten in terms of number of complaints. Among them, the "three major" complaint issues are quality, after-sales service, and contracts, with the number of complaints being 5,657, 3,726, and 3,575 respectively.
For this reason, reporters from China Ceramics Network consulted relevant experts. Expert reminder:
Consumers should consider many aspects when purchasing ceramic tiles. They should neither be greedy for cheap nor blindly pursue the brand. In addition to looking at the credibility of the ceramic tile brand and the flatness, brightness, color difference, etc. of the ceramic tile itself, they should also consider the sales of ceramic tiles. We should attach great importance to the problems that often occur in the market such as shoddy goods, looking for opportunities to switch packages, unclear pricing, and fake ones, especially ambiguous after-sales service commitments. We should keep the order receipts properly, inspect the goods in person when they receive them, and try to avoid buying bricks on online shopping platforms. .
