Recently, the Consumer Quality News received a complaint from Mr. Wei, a consumer, that the doors and windows of the whole house system purchased from the house were not correct, and there were damages, deformations, and wrong sizes, etc., and the dealer refused to deal with them. The mediation of the relevant departments was fruitless, and the reporter's investigation found that there were many complaints from the brands involved.
Consumer Complaints
There are many problems with doors and windows in the 33,000 yuan system
In his complaint, Mr. Wei said that in March 2023, due to the need for the decoration of a new house, he purchased the whole house system doors and windows produced by Huangpai Doors and Windows in Linquan County, Fuyang City, Anhui Province. After recording the dealer's commitment, Mr. Wei signed a contract with the dealer and paid a deposit and balance payment totaling RMB 33,000 on March 14 and August 6, 2023.
In the recording provided by Mr. Wei, the reporter heard that the dealer promised that the hinges of the system doors and windows sold by him were the German Noto brand, the handle was the German Haobo brand, and the heat insulation strip was the German Technophonol brand.
In September 2023, due to the delivery of doors and windows, Mr. Wei accidentally learned when communicating with the manufacturer Huangpai doors and windows that the order placed by the dealer at the manufacturer showed that all the accessories for the doors and windows ordered by Mr. Wei were made by Huangpai, not imported from Germany. Mr. Wei asked the dealer about this matter, and the other party explained that the imported accessories would not be directly displayed in the order, so the manufacturer's customer service could not see it, and promised Mr. Wei again that the door and window accessories were imported brands.
Mr. Wei reconfirmed the brand of door and window accessories with the dealer through WeChat
On November 9, 2023, during the installation of doors and windows in the whole house system, Mr. Wei found that the logos on the door and window accessories were all "Huangpai doors and windows", not imported brands. "The difference in the price of system doors and windows is mainly in hardware and other accessories, we pay the price of imported system windows, nearly 2,000 yuan per square meter, and all the accessories received are domestic, and the market price is about 400 yuan -500 yuan per square meter. "The change from imported parts to domestic parts is completely unacceptable to Mr. Wei.
Promise to be the hinge logo of the German Noto brand as "Royal Doors and Windows"
What is even more unacceptable is that the product is damaged and deformed, and the size is wrong - the window frame is larger than the window hole, and it cannot be installed at all. Mr. Wei said that he did not know about size, and the dimensions were measured and designed by dealers. However, afterwards, the dealer shirked his responsibility on the grounds that Mr. Wei had signed and confirmed the design drawings with the dimensions of the doors and windows.
The reporter followed up
The dealer refuses to mediate
Mr. Wei said that when he planned to communicate with the dealer again, the dealer "did not answer" - the phone was not answered, and WeChat was not returned. After that, Mr. Wei approached the shopping mall where the dealer was located, the Huangpai Factory, the local market supervision department, and the Consumer Protection Committee to intervene, but all of them failed to mediate.
The Linquan store ignored it, and the headquarters made it clear that it refused to reach a mediation agreement. The royal manufacturer said that the contract was signed with the dealer, so the responsibility should be borne by the dealer. The market regulation department and the consumer protection committee said that the merchant refused to mediate, and according to the relevant regulations, they could only terminate the mediation. He told reporters that because the installation of system doors and windows could not be completed, other projects could not enter the construction, and the decoration progress of his new house had been stagnant for a long time, and some building materials in the house began to be damaged.
On April 11, the reporter repeatedly called the phone number of the dealer Fupai Doors and Windows Legal Person provided by Mr. Wei, but no one answered or was hung up directly. Subsequently, the reporter called the Linquan County Market Supervision Bureau, and the operator said that he had indeed received a complaint from Mr. Wei before. "This matter has been complained about several times, and it has also attracted attention from our side. According to the staff, the Linquan County Market Supervision Bureau has arranged personnel to conduct mediation many times, but the two parties have never been able to reach an agreement, so the mediation has been terminated in accordance with the law.
The reporter tried to contact the Linquan store, but the staff of the mall refused to provide Mr. Wei with the phone. The reporter tried to add the staff WeChat, but also failed. The reporter called the customer service hotline of the home at 400-650-3333 to inquire about the contact information of the Linquan store, but when the phone provided by the customer service was connected, the other party said that "it was a mistake".
Lawyer's statement
Consumers have the right to claim "one refund and three compensations"
Regarding Mr. Wei's complaint, the reporter interviewed Mao Xingqi, a lawyer from Sichuan Henghexin Law Firm, and Che Yunxia, a lawyer from Beijing Yingke (Chengdu) Law Firm.
Mao Xingqi said that according to Article 40 of the Product Quality Law of the People's Republic of China, the dealer should be responsible for the brand and quality problems of the products purchased by Mr. Wei. If the quality of the delivered product is caused by the manufacturer, the distributor has the right to recover from the manufacturer after compensating Mr. Wei.
Regarding the brand issue of door and window accessories, Che Yunxia said that if what Mr. Wei said is true, then whether it is based on the relevant provisions of the "Law of the People's Republic of China on the Protection of Consumer Rights and Interests" or the "Civil Code of the People's Republic of China", the dealer's behavior should be characterized as fraud. In addition to filing a complaint with the Consumer Council and the market supervision department, Mr. Wei can also file a lawsuit with the people's court with fixed evidence. In the process of concluding the contract, the distributor informed false information to conceal the truth and committed fraud, so Mr. Wei has the right to claim "one refund and three compensations" in accordance with the relevant provisions of Article 55 of the Law of the People's Republic of China on the Protection of Consumer Rights and Interests.
Investigation findings
There are many complaints about "royal doors and windows".
Mr. Wei said that as far as he knows, there are many local consumers who have had similar experiences with him, but many of them have not kept key evidence such as audio recordings, making it more difficult to defend their rights.
In the online investigation, the reporter found that Huangpai doors and windows are a brand of Guangdong Huangpai Custom Home Furnishing Group Co., Ltd. (hereinafter referred to as "Huangpai Home"), which has been on the news media more than once due to consumer complaints. For example, in December 2023, some media reported that a consumer complained that the window size deviation of the Huangpai store in the Jinwan Plaza building materials market in Ganzhou was large, but the merchant shirked his responsibility and was unwilling to deal with it.
Searching for "Huangpai doors and windows" on the black cat complaint platform, the results showed that there were a total of 78 consumer complaints, and the reasons for the complaints involved problems such as wrong size, wrong goods, delay in construction period, and refusal to refund. In addition, consumers on social platforms such as "Little Red Book" have also reported that there are problems such as poor product quality and poor after-sales service of Huangpai doors and windows.
The reporter noticed that the prospectus released by Royal Home Furnishing in 2022 shows that the operating income in the reporting period (referring to 2019, 2020 and 2021) mainly comes from distribution income, and Royal Home Furnishing also made a special reminder of the "risk of dealer management" in the prospectus, saying that if individual dealers do not sell and service products in accordance with the distribution contract, it will have a negative impact on the company's market image. If the company's management and service level can not keep up with the speed of dealer business development, it will also have an adverse impact on the company's brand image and operating performance.
In July 2022, three months after the IPO was accepted, Royal Home received feedback on the IPO application documents issued by the China Securities Regulatory Commission (the "Feedback"). Among them, consumer complaints about the quality of Huangpai home products have been focused on. In the feedback, the China Securities Regulatory Commission required "the issuer (Royal Home) to explain whether the product quality is qualified, whether it is consistent with the publicity, whether the refusal to deliver goods violates contractual obligations, whether the issuer is aware of the dealer's behavior that harms the interests of consumers, whether it should bear the corresponding responsibility, and whether the issuer can effectively manage the operation".
In addition, the reporter also found that the 2023 red and black list in the field of home furnishing and home improvement released by the black cat complaint platform shows that the home is located on the black list of the list, and its product quality problems are many, and it is difficult to return and refund many complaints. All-media reporter Li Jingwei
Source | Consumer Quality Report
Edit | Li Xingtong
Proofreading | Chen Ruini
Editor-in-charge | Zhang Ke
Audit | Tu Wei
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