Posted by
elane
19 yrs ago
We ordered several thousand US dollars worth of furniture from a store in Wanchai.. in preparation for our move back home. The furniture arrived at the shipper's warehouse today in sub-standard condition.. cracks, unpainted areas, damp varnish, chipped corners, uneven, bumpy edges, holes, etc. I of course have already paid a deposit. What is my recourse at this point? They indicated they are unable to replace it with new stock due to our move in 4 weeks and Chinese New Year. They suggested fixing it for me.. which they demonstrated to me on a few pieces.. but of course the "fixed" areas were quite obvious. What should I do now? This quality of furniture is definately not worth the monies I spent. Should I demand my money back? Or.. should I demand all the products be given me at 50% off.. even though its not the ideal product? I do want and need furniture in our new home. Any help would be GREATLY appreciated.
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Ring the Community Advice Bureau (tel. 2815 5444) - they should be able to advise you of your rights and the appropriate course of action.
They might refer you to the Consumer Council (tel. 2929 2222).
It probably wouldn't hurt for the store to learn that they might be receiving some unwelcome publicity via the rants column (Monday edition) of the SCMP.
Be strong and good luck!
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Totty
19 yrs ago
The simple fact is what you received is NOT what you paid for, i doubt whether you paid for sub standard furniture, so you are quite within your rights to ask for:
1. a complete refund
2. new goods
DO get on to the consumer council and CAB and don't back doen. The furniture probably won't give a damn about you going to the papers, but with the threat of the Consumer Council they may well come through, the Council tends to send the furniture guys a letter asking them to do what's right.
Good Luck!
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I agree with Totty
Either ask for your money to be returned and see if another store can make the goods and send them over (will you have a friend who can check them if you have already left?). Or ask the same store to re-make the goods and send them (again they will need to be checked). Both options mean that you may have your furniture arrive later than you expected but at least you will receive quality. I would absolutely not accept damaged goods. I would also be careful if you have left HK and they deliver the goods again after this point. You must have them checked/inspected and approved before they are shipped to you, otherwise you will play the "point the finger" game with the shippers and the furniture makers and have very little recourse. I would start by trying to negotiate with the furniture makers and ask what they propose to do given you wlll not accept this furniture.
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Possibly the same store in Wanchai that made our sub-standard furniture? I would try to get your money back. After much fuss the shop repainted ours very well at their cost, and a few months later there were lots of cracks in the wood, even splits and holes a few cm long, because the wood was not properly dried before manufacture. A waste of our time and money. I suspect it could happen with yours later too.
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elane
19 yrs ago
Thank you everyone SO much for your input. Applepup, pity you had to undergo a bad furniture experience as well. So, here is an update. We left the furniture at our shipper's warehouse. The furniture shop's "boss" wants to come out and inspect it but can't until after Chinese NY, so we must wait. But.. as is their argument already, I'm sure that no matter what he sees upon his inspection, he will only say "it is the same quality as in the showroom and that I just didn't inspect it as carefully since it wasn't your furniture". So, I'm not sure what the point of the inspection would be? I explained that the only fair way of comparing would be to compare the showroom furniture and the newly delivered furniture side by side for quality. They then suggested that I return to their showroom and locate the same items I ordered and have it delivered to the warehouse for a side by side comparison. If I determine the quality is better in their showroom product then they said I they'd give me the showroom product. I explained that I did not want showroom furniture that has possibly been there for months or years with fingerprints and dust and normal day to day wear.. even if it was of better quality. The argument went nowhere and they just kept pushing me off to "wait until the boss comes to inspect it"... even when I got upset and said I wanted my money back. Oh, and then they were saying "we had lots of customers from every country receiving deliveries lately and none of them had issues with their product." Oh, so I'm the strange and unusual one to demand new furniture without holes, cracks, bumps and unpainted areas. Any more input and advice on this situation would be welcomed. Thank you all!
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dasia
19 yrs ago
If you want the furniture to be shipped home at the same time as the rest of your stuff and the showroom pieces are good quality albeit 'display' I would be tempted to take the showroom pieces and ask for a reduced price.
If the showroom pieces are without holes, cracks bumps and areas without paint they are probably made with 'seasoned' timber, It sounds like your new furniture is not made with seasoned timber.
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Totty
19 yrs ago
Elane.....wouldn't even settle for the showrorom furniture AGAIN it's not what you paid for
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Pix
19 yrs ago
Argh... this has scared me off. I was going to order t.v. cabinets, dining table and chairs etc from a shop in Queen's Road.... Can you let me know which one you used?
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elane
19 yrs ago
All I can say is that the store is on Queens Rd. I guess you aren't allowed to mention store names here or it will be deleted.
It sounds like asking for my money back for the furniture would be the best option. How likely do you think that would be? Anybody succeed with getting their money back? Also, if we are successful at getting our money back.. anyone have recommendations on a good, reputable furniture shop?
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Yup, I concur - you should go down the getting your money back route rather than settling for the goods they're trying to fob you off with. And I wouldn't ASK for it back, I'd demand it in a calm but firm manner (well, ideally, anyway! I tend to lose my cool a bit.) Get the Consumer Council working for you - that's what they're here for.
They or the CAB should be able to advise you of the right way to go about it, including appropriate wording to make your case such as "satisfactory quality", "fit for the purpose" and "as described".
Really hoping you'll get the result you want (and deserve). Go for it!
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I'd would push for the inspection to happen before CNY. Why do you need to wait? So if they cannot comply, wipe you hands of it and request your money back sternly. In this country the very sqeaky wheel gets noticed and they tend to it quickly. I'd try and get in the shop and make a loud very obvious fuss. i know not culturally sensitive, but either is trying to pass off the inferior product to the dumb gweilo! In china, remember that in negotiation you need to push your position at least 20!!! times (in western culture it is generally 3) - Hk is a good mix between the two. Just keep on sticking to your guns and make repeated requests for your money back. Best of luck.
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Totty
19 yrs ago
BE FIRM, BE POLITE AND BE CONSISTANT AND PERSISTANT.
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