Delays in furniture delivery trigger complaints and frequently test management capabilities

On-time delivery not only reflects the merchant's emphasis on integrity services, but also tests the company's management capabilities.

As the major home furnishing stores in Beijing resume business one after another, the after-sales service department becomes busy at once. The complaints one by one did not reflect the quality problem, but the manufacturers who originally promised to deliver and install before the Spring Festival, but still did not do it after the Spring Festival, making this year only to live in a home that did not complete the decoration, feeling very useless. I promised to deliver on any day, but I couldn't do it. This "delayed delivery" phenomenon has become a common problem in the home furnishing industry. How to crack it is the company's management ability.

Delayed delivery caused frequent complaints

"Say good to deliver furniture at 21:30 on the 23rd, but the result was not delivered that night, and there was no phone notification. Bai waited for one night. I received a call the next day and said it was postponed. The scheduled time was 20:30 on the 27th. On the afternoon of the 27th, I received a call saying that the delivery list was written in the afternoon. "On January 28th, a netizen named" ppjohnny "on Sina Weibo released the above information, and did not deliver on time to a furniture brand he bought. Goods said "it's speechless."

In the home furnishing industry, delays in delivery like this are not uncommon, but they are more concentrated around the Spring Festival. In the owner ’s home forum of "Shuimu Community", the reporter found a post: "I bought a set of Chivas sofas on December 19 last year. The contract stipulated that I arrived before January 10 this year. The sofa is definitely out of stock, it may be postponed for a month, depressed! "

On January 17, a netizen who was "Mi Xiong obedient" even launched a complaint against All Friends Furniture on Sina Weibo: "Comrades, as a victim, advise everyone to buy furniture in the future and never buy all friends. , Not delivered on time, poor service attitude, and cheating consumers. "

It is not difficult to see from these consumer complaints that delayed product delivery is already a major ailment for many consumers who are both hated and helpless.

Objective factors are difficult to control

"Who doesn't want to deliver on time to customers in exchange for good reviews, but there are always such and other objective factors that make businesses have to lose faith in customers." A senior industry insider can not help but scream for the business. According to his analysis, there are three reasons for the delay in the delivery of scheduled products: one is that it is difficult to control all aspects of customized products, the second is that individual manufacturers promise customers at will for signing orders, and the third is that labor shortages are always encountered during holidays.

Customized household items are the easiest to delay delivery. Due to the outstanding personalized characteristics of such products, from door panels, countertops, to handles, hardware, etc., almost every component must be customized according to customer needs, from production to delivery, delivery and other links are very It is not easy to control, and a problem will occur if the link is negligent. For example, it was originally planned to start polishing and painting, and as a result, the factory received an urgent task of batch painting a batch of products, so naturally customized products have to make way. Or it may be produced. On the day of delivery, there are many goods to be sent at the same time, and the delivery vehicle is not enough.

In order to allow customers to sign orders at random to promise delivery time, it is also the main reason that causes merchants to delay delivery. "Now when you buy furniture, as long as you frown slightly at the delivery time proposed by the sales staff, they will definitely say that the delivery time can be advanced and so on, so you can rest assured to sign the order. As for whether they can honor the promise, most of them do n’t care. Let's finish the sales performance first. "At the Lanjingli's Dazhongsi store, a couple who was choosing American furniture told reporters.

If orders are placed before or after important holidays such as the Spring Festival, the "labor shortage" also causes merchants to postpone delivery. Not to mention the average consumer, who is the boss of a famous home furnishing store in Beijing, he also encountered such embarrassment during the Spring Festival this year. He asked a famous decoration company to rush to decorate a new home years ago. Unexpectedly, the construction progress was not kept up. The cabinet was only half installed, and only one stove was available for the three stoves. When the company ’s CEO came to his house during the Spring Festival, he said It was also very helpless to do this: "The workers are eager to go home, and we can't help it!"

On-time delivery test management ability

"All friends, how can you be so perfunctory and fooling consumers, I really can't understand how a company with no reputation and no after-sales can stand on the home furnishing industry and how to win the trust of consumers?" The explanation of the timely arrival, but still did not get the understanding of the netizen on the China Furniture Online. The strict question of the sentence reflects the despair of the credibility of the whole friend's furniture.

In fact, even if there are thousands of reasons, since you can't deliver on time, don't make random promises when signing the order. Failure to do so is a sign of corporate dishonesty. "From design, blanking, production to delivery and installation, every link should have a complete process table, interlocking and closely cooperating to ensure that no mistakes are made. On-time delivery reflects the merchant's emphasis on integrity service The degree also tests the management ability of the enterprise. "Liu Chenru, Secretary-General of the Beijing Market Association Home Furnishing Branch analyzed.

It is worth noting that many companies in the home industry have noticed the delay in delivery and have begun to take measures to circumvent it. For example, the Top 100 furniture and European kitchen cabinets are undergoing production expansion and large-scale reform of non-standard product production methods. Actually, the home is preparing to establish a commitment to delay delivery as a supplement to the "advance payment" service.

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