For a long time, due to the relatively long service chain of semi-finished ceramic tiles and the complicated delivery and construction links, consumers often encounter after-sales disputes after purchasing. What is even worse is that the attitude of merchants often undergoes a 180-degree change. , and are unwilling to provide after-sales service when problems arise, which often makes both parties very unhappy.
Recently, a reporter from China Ceramics Network searched online and found that in the past two months, 19 ceramic tile-related complaints had appeared on Black Cat Complaints and other online platforms. The complaints included substandard quality of ceramic tiles, incorrect goods, and charging money. Non-delivery, incorrect bricks purchased online, delays in refunds, etc. There are many well-known ceramic tile brands involved.
Obvious color difference, serious cracking, unevenness...
Ceramic tile quality problems occur frequently
Among the 19 tile-related complaints found by Zhongtaojun, 11 complaints were about poor quality of tiles, mainly including serious color difference, cracking or hollowing after laying, uneven tiles, and water on the surface. Ripple etc. Among them, the quality of big brand ceramic tiles is often criticized by consumers. Consumers mostly buy well-known brands out of trust. They believe that the quality of ceramic tiles from big brands is guaranteed, and they spend money to buy with peace of mind. However, some well-known brands have failed to live up to this trust.
On September 9, after purchasing ceramic tiles from a well-known brand, a consumer discovered that the surface of the ceramic tiles not only had severe water ripples, but was also uneven and curved. In addition, the surface of the ceramic tiles was also very scratch-resistant. After reporting these issues to the merchant, the merchant took a tough stance and shirked responsibility.
Another consumer also purchased ceramic tiles at a store of the famous brand. He said that after the floor tile master laid the tiles, he found that the color of one floor tile was very different. However, the merchant said it was due to light differences, or maybe It was because the cement was not completely dry. After many comparisons, the bricks seemed to have obvious color differences. Later, the merchant brought several tiles to replace them, but the colors of the tiles were different when they were laid. In the end, the explanation given by the merchant was different. Because each piece of their tiles has a different texture, the color will vary. However, consumers do not believe this statement and think it is a shirking of responsibility.
Coincidentally, another well-known brand of ceramic tiles also has this kind of problem. A consumer bought glossy glazed tiles at a store of the brand. After applying them, he found that the reflection of the object on the surface of the tiles was severely distorted. He said: "When I walked in, I saw that the entire ground was wavy. It was so ugly. burstand then asked the store to produce a quality inspection report for the product, but so far there has been no response. ”
Cracking and hollowing of ceramic tiles after they are laid are also common complaints. On the online complaint platform, a consumer said that the big-brand tiles he bought cracked during laying. The after-sales staff explained that the cracks were caused by transportation. At that time, the two parties negotiated to replace the tiles. However, half a year after laying the tiles, the tiles cracked again. I contacted the after-sales personnel, and the solution they gave was to repair or replace the tiles. They said that they would have to go back to the store to negotiate for details. After waiting for a week, the other party said that the quality was okay this time. It is a problem with the skills of the tiler and the tile adhesive, so no compensation will be given.
Because problems such as cracking and hollowing after ceramic tiles are laid are not necessarily related to product quality, but also to improper operation during laying. Therefore, many businesses will say that they will not compensate when such problems occur. However, it is precisely this approach that has led to a decline in consumers' trust in businesses. Not only has the business become a one-time transaction, but the brand's reputation has also been adversely affected.
Is online tile shopping full of pitfalls?
Why are there still many people buying
Online shopping for ceramic tiles is considered very unreliable by many people in the industry. Even in the era of developed e-commerce, the concept of "building ceramics e-commerce" is still not recognized by many people. In fact, this is because online shopping for ceramic tiles is more likely to occur. Problems such as false shipments, incorrect goods, etc.
Although you can buy samples before purchasing ceramic tiles in online stores to see the texture and color of the actual ones, there may still be situations where the goods are not exactly what they are. A consumer purchased wood-grain tiles at an online store to pave the entire house. The sample he received in advance was very textured and looked more like a wooden floor, but the actual tiles he received turned into a smooth plane and felt like ordinary tiles. The consumer said that when he bought it, the title of the product details did not say flat tiles. After receiving it, he contacted the seller and they changed it to flat tiles.
Another consumer also encountered a similar incident. He purchased ceramic tiles from a ceramic tile store on the Pinduoduo platform. However, when the ceramic tiles arrived, he found that they were not the color that he had agreed with the merchant, so he requested to reject them. The delivery driver did not accept them. After communicating with the merchant, the merchant informed him Send whatever link you want to place an order.Color tiles, although the merchant can return them, but does not bear the return shipping fee, the consumer has no choice but to contact the local logistics site, store the goods at the logistics site first, and pay additional compensation for the freight driver and loading and unloading truck fees, a total of 1,100 yuan, and The merchant said it would not bear this cost.
In addition, the problem of false delivery of ceramic tiles also makes consumers very unhappy. A consumer reported that he had previously purchased 125 imitation wood grain tiles online, and the merchant submitted the delivery on the system on the same day, and then the system automatically defaulted to the arrival of the goods. However, he did not receive the goods, and the merchant shied away with various reasons. . In addition, some consumers said that the ceramic tiles they purchased online were damaged during transportation.
Many consumers choose to buy ceramic tiles online because they are actually attracted by the low prices, and online purchasing is simple, fast, and convenient. However, for bulk commodities such as ceramic tiles, online purchasing still carries many risks. If you are not careful, you may buy low-quality tiles, and the after-sales service is not adequate.
Selling “fake” goods and passing them off as good ones
Inferior quality tiles flow into the market
The sale of "fake" goods and substandard products are also the hardest hit areas for consumer complaints. On the backend of the China Ceramics Network website, a consumer left a message saying that after the bricklayers laid the tiles, he found that there were trachoma holes and small pits of varying sizes on the glaze of the tiles. According to rough statistics, there were as many as about 20 pieces, which seriously exceeded the reasonable defects. Therefore, the brand is required to refund the ceramic tile payment and bear the cost of bricklaying construction and dismantling. However, the brand headquarters did not propose a reasonable solution. In addition, the dealer believed that small pits were a normal phenomenon, but the consumer believed that the brand was passing off as inferior and selling first-class products as high-quality products.
Another consumer left a message saying that he bought two tiles in the store. When he came back and used them, he found that the surface of the tiles was rough and uneven. He also found that the tiles were produced in Wuming, Nanning, Guangxi, not in Foshan, Guangdong. They were given away when purchasing. It is clearly marked on the delivery note that quality products are guaranteed. He asked the merchant to provide a product authenticity test report or refund, but the merchant was unable to provide a report and only promised to refund the deposit for one order, but could not refund the other order.
Placing tiles as rocksThe phenomenon of board selling is also common, and consumers suffer greatly. Many consumers reported that the slate products they purchased were not only the wrong size, but also used ceramic tiles to pass off as slates.
It is not difficult to see that the responsibility for ceramic tile consumption disputes is difficult to determine, the processing process is long, and the results are often unsatisfactory. As online ceramic tile shopping has gradually become the norm, consumer disputes are increasing day by day. Therefore, if consumers want to protect their own rights and interests, they must choose formal channels when purchasing ceramic tiles, retain order information, and carefully inspect the goods after receiving them. If they encounter irresponsible merchants , you can complain to relevant government departments or seek legal assistance.
