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我国家具送装新规定出台 家居建材行业纠纷需规

作者:admin  日期:2018-11-17 15:54  人气:
随着电商对生活的渗透,很多人已经习惯足不出户就能买到各种日常用品,既省心又便捷。但是对于网购大件家居商品,大多数消费者仍然望而却步,其中最重要的一点,就是消费者对“送”跟“装”这两大难题难以把握,大件物流“最后一步之痛”亟待破解。
 
With the penetration of e-commerce into life, many people have become accustomed to buying all kinds of daily necessities without leaving home, which is both easy and convenient. But for online shopping of large-scale household goods, most consumers still hesitate, the most important point is that consumers are difficult to grasp the two difficult problems of "sending" and "loading". The "pain of the last step" of large-scale logistics needs to be solved urgently.
 
 
 
昨日,记者从京东获悉,国内家居电商行业首个送装标准《家居电商送货与安装服务规范》近日正式发布实施,该规范由全国工商联家具装饰业商会联合京东物流共同编制。作为家居电商行业的首部送装服务标准,规范的出台有助于厘清家居电商配送与安装服务过程中各方的权利与责任,通过对各流程和环节进行规范,维护消费者及商家的权益,推动行业朝着健康有序的方向发展。
 
Yesterday, the reporter learned from Jingdong that the first delivery standard of domestic household e-commerce industry, "Standard for Delivery and Installation Service of Home E-commerce" was officially issued and implemented recently, which was jointly compiled by the Furniture and Decoration Chamber of Commerce of the National Federation of Industry and Commerce and Jingdong Logistics. As the first delivery service standard of home e-commerce industry, the introduction of norms helps to clarify the rights and responsibilities of all parties in the process of home e-commerce distribution and installation services. Through the standardization of various processes and links, the rights and interests of consumers and businesses are safeguarded, and the healthy and orderly development of the industry is promoted.
 
 
 
 
 
家居商品“只管送不管搬”
 
Household goods, "just give them away."
 
 
 
前不久,正在装修新房的长沙市民李女士在某网购平台买了一个沙发,原本以为可以送货上门,没想到最后快递小哥送货时却只愿意送到楼下,并表示家居产品“只管送不管搬”,最终李女士只能找物业帮忙,将沙发搬回了家。
 
Not long ago, Ms. Li, a citizen of Changsha who is renovating her new house, bought a sofa on an online shopping platform. She thought she could deliver the goods to the door, but she was only willing to send it downstairs when the delivery of the final courier brother was delivered. She said that the household product "just send it or move it". Finally, Ms. Li could only ask for help from the property and move the sofa back to her home.
 
 
 
记者在多个网购平台发现,许多家居产品都标注着包邮、包安装的字样,可在实际操作中,这些所谓的送货上门和包安装存在许多猫腻,比如:送货上门只送到楼下,要送上楼还要额外加楼层搬运费;所谓的包安装只针对本产品,里面一些配件安装或者配件数量不足,还需要跟师傅再次购买,额外付费才能完成安装,东一笔西一笔的额外费用算下来,甚至比门店价格还要高。
 
Reporters found in many online shopping platforms that many household products are marked with the words "package post, package installation". In practice, these so-called door-to-door delivery and package installation have many obfuscations, such as: door-to-door delivery only downstairs, upstairs delivery and additional floor handling charges; so-called package installation only for this product. There are some parts installed or the number of parts is insufficient, but also need to buy again with the master, extra fees to complete the installation, a sum of extra costs, even higher than the store price.
 
 
 
另一方面,家居产品一般属于大件快递,物流费用相对较高。家居产品特性不一、产品不规则,在运输过程中容易损坏,并且上门现场安装环境复杂、用户需求多样等特点,使得产品交付面临很大的挑战。
 
On the other hand, household products generally belong to large express, and logistics costs are relatively high. Home products have different characteristics, irregular products, easy to damage in the transport process, and the site installation environment is complex, user needs are diverse, which makes the delivery of products face great challenges.
 
 
 
“最担心的是售后服务。毕竟家居产品不像家电、衣服等小商品,一旦有问题,退换货将十分麻烦。”市民王先生曾在网上购买了一套某一线品牌的实木餐桌,却发现桌面有磕碰痕迹,“我到该品牌实体店询问,别人表示网购家居产品实体店不负责售后。后来找到网店客服,客服直接给了我一个地址,要我把产品寄到厂里面维修,而且邮费自理。最终,我只能找附近的师傅维修了事。”
 
"The most worry is after-sales service. After all, household products are not like household appliances, clothing and other small commodities, once there is a problem, return and exchange will be very troublesome. Mr. Wang, a citizen, once bought a real wooden dining table of a certain line brand on the internet, but found that there were knock marks on the table. "I went to the brand's physical store to ask, others said that the physical store of online shopping household products is not responsible for after-sales. Later, I found the customer service of the online shop. The customer service gave me an address directly, and asked me to send the products to the factory for maintenance, and the postage was self-supporting. In the end, I could only find a nearby master to fix it. "
 
 
 
电商应与客户明确服务内容
 
Electricity providers should clarify service contents with customers.
 
 
 
作为家居电商的重要环节,送货与安装服务的规范和标准此前一直存在空白,造成服务水平与用户需求落差较大,甚至侵害消费者的合法权益。
 
As an important part of home e-commerce, the norms and standards of delivery and installation services have been blank before, resulting in a large gap between service level and user demand, and even infringe on the legitimate rights and interests of consumers.
 
 
 
经过多次编制、审定,7月8日,京东联合工商联发布了国内家居电商行业首个送装标准《家居电商送货与安装服务规范》,该标准规范了以电商模式销售的家居产品的送货和安装服务要求。
 
After many compilations and validations, on July 8, the Beijing-East Federation of Industry and Commerce issued the first delivery standard of domestic home e-commerce industry, "Standards for home e-commerce delivery and installation services", which regulates the delivery and installation service requirements of home products sold in e-commerce mode.
 
 
 
记者发现,规范的内容围绕消费者关切、商家关心的各个环节展开,对人员要求、设施设备、送货、安装、验收、售后服务、服务质量评价等方面进行规范。其中规定,电商可独自提供服务或与专业的商品送货、安装服务提供者联合为客户提供服务,但电商为商品送货和安装服务的总协调者和第一责任人。
 
Reporters found that the content of the norms revolved around the concerns of consumers and businessmen, and standardized personnel requirements, facilities and equipment, delivery, installation, acceptance, after-sales service, service quality evaluation, etc. It stipulates that e-commerce can provide services alone or jointly with professional commodity delivery and installation service providers to provide services to customers, but e-commerce is the general coordinator and the first responsible person for commodity delivery and installation services.
 
 
 
在送货过程中,服务双方应就送货时间、运输方式、交付方式等进行商定。当客户发现收货与所购商品不一致或外观、数量、质量等有问题时,可采取更换、退货或降级等处理措施,相关责任由电商承担。
 
In the delivery process, the two sides of the service should agree on delivery time, mode of transportation, delivery mode and so on. When customers find inconsistencies or problems in appearance, quantity and quality between the goods received and the goods purchased, they can take measures such as replacement, return or degradation, and the relevant responsibilities are borne by the e-commerce.
 
 
 
在服务过程中,电商应与客户明确服务包含的内容、商品质量及标准、服务模式、服务时间、服务验收标准、服务费用及支付方式等。电商应对服务人员进行培训、评价,通过建立等级评价制度,持续改进服务质量。同时,电商应制定售后服务的标准,明确售后服务的时间、期限、方式、费用、质量标准等。
 
In the process of service, e-commerce should clarify the content, quality and standard of goods, service mode, service time, service acceptance standard, service fee and payment method of service with customers. E-commerce should train and evaluate service personnel, and continuously improve service quality by establishing a hierarchical evaluation system. At the same time, e-commerce should formulate standards for after-sales service, clarify the time, duration, mode, cost and quality standards of after-sales service.
 
 
 
此前我国的家居家装标准更多侧重于产品标准,而本次出台的规范则对家居类产品的送装服务做出规范,将使电商自查和消费者维权都有据可查、有标准可依,有助于推动行业长远的健康发展。
 
Prior to this, our country's home furnishing standards focused more on product standards, and the rules issued this time regulate the delivery service of home products, which will make self-examination of e-commerce and consumer rights have evidence and standards to follow, and help promote the healthy development of the industry in the long run.

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