In addition to the store owner", problems such as design size errors, consumer fraud, poor product quality and after-sales non-handling also appear in the list of consumer complaints.
As a domestic high-end whole-house custom home furnishing enterprise, Piano (002853. SZ) with the concept of "loyalty to originality" and "loyalty to quality", has become one of the few enterprises in the industry with original design power.
But in recent years, as the company's sales have grown, Piano's complaints about products have also risen. Interface news reporters noticed from various platforms on the network that many consumers have recently reported that Piano has problems such as store owners "running away", design size errors, consumer fraud, poor product quality and after-sales non-processing.
A consumer complained that Piano had defrauded consumers: "Last April, I bought a cabinet and sink dishwashing machine (model 905) in Piano, but when I installed it in September, Piano installed a model 903, a long-discontinued obsolete prototype, which was found and refused to replace it, and no one dealt with the complaint. ”
In addition, a consumer also said that the size of his customized cabinet door was repeatedly wrong, resulting in a delay of more than a month.
According to the consumer, "I signed a purchase contract with Piano in October last year and paid the full amount, and two months later, 20% of the products did not arrive, and 40% of the cabinets were not installed." In addition, in December, it was also found that there were problems with the size of the balcony special-shaped cabinet door and the color of the kitchen cabinet door handle that had been installed, and after communication and rectification, the size of the balcony special-shaped cabinet door panel was still wrong. ”
In addition, in recent years, with the decrease in the number of Piano stores, the follow-up product and service problems caused by the closure of stores have also become a "high-frequency word" for consumer complaints.
According to Interface News observation, the number of Piano stores has shown a trend of fluctuation and decrease in recent years. According to the disclosure, in 2018, the number of Piano cabinet stores reached 716, and by 2019, it was significantly reduced to 204, and the number of cabinet stores in 2020 was only 142; the number of wardrobe stores gradually decreased from 540 in 2018 to 118 in 2020 (renamed "Yimu Independent Stores").
As of the end of June 2021, Piano has completed the construction of 331 stores (including stores under construction) through continuous elimination and optimization of the dealer store system, with a total dealer store number of 953, an increase from 940 in 2020.
However, from the perspective of subdivision categories, the overall number of clothing and kitchens in the company has decreased compared with 2020. As of the first half of 2021, there are 139 Independent Shops in Piano Andao Andu and 107 independent stores in Yimu, a decrease of 3 or 11 compared with 2020.
An industry insider in the home furnishing industry pointed out that it is normal for home furnishing companies to adjust the number of stores every year, but for C-end consumers, the handover of some services and people and goods after the closure of stores is a headache.
A consumer who complained on the black cat platform said that in May 2021, he ordered a set of cabinets and a shoe cabinet in the Piano Zhuhai flagship store, with a total purchase price of 15686 yuan, and after signing a contract with the agent, not only was the delivery overdue for 2 months, but even the store was closed. Therefore, I went to the store and the headquarters commissioner to ask for explanations, but I waited for a bunch of "empty checks".
Soon after the consumer posted a complaint on the Internet, Piano's official Weibo replied: "We will arrange for the commissioner to deal with it as soon as possible." ”
"For 3 months, without any calls from them, I made countless calls to them after the sale, most of them were unanswered, and after answering, I also wrote a bunch of empty checks." At present, at the suggestion of a lawyer, I have complained to 12315. The consumer said.
Similar to his experience, another consumer reported that "he customized the cabinet at the Piano flagship store in August 2020 and paid the full amount, and as a result, it was not installed by 2021." After that, I also learned that the store where I placed the order had closed, the dealer rolled up the money and ran away, the money could not be returned, and even the other party of the order did not place an order for production. ”
In addition, according to the "consumer insurance" information of the big data analysis service provider cooperated by the Market Supervision administration, Piano also has a number of problems such as product quality, design defects and after-sales service.
Nowadays, in response to consumer complaints in terms of store closures, product design and sales services, whether Piano will take related problems seriously and rectify them in a timely manner, Interface News will continue to pay attention.
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