Ms. Zhang, a consumer from Shanghai, customized a set of furniture at Shangpin Zaipin's Zhenbei store in Shanghai. After the furniture was installed, she found that Shangpin Zaipin failed to meet some special customization requirements: the TV cabinet that was supposed to be flush against the wall wasn't, and the bookshelf that should have been flush against the wall was instead quite far from it. NetEase Home followed up on the story. On February 17th, Mr. Shen from Shangpin Zaipin contacted NetEase Home and informed the reporter that Shangpin Zaipin had completed the coordination and follow-up work with Ms. Zhang, and provided her with a certain amount of compensation.
Shangpin Zaipin stated to NetEase Home that due to the designer responsible for designing Ms. Zhang's decoration drawings leaving the company when the order was placed, there were discrepancies between the final products produced and the actual drawings during the handover process. Shangpin Zaipin acknowledged that the management and training of designers need further strengthening. Mr. Shen also believed that this is a challenge Shangpin Zaipin needs to face during its period of rapid business development.
In response to the decoration issues raised by Ms. Zhang, Shangpin Zaipin has completed all corresponding remedial measures: For the issue of the TV cabinet not being flush against the wall as required, Shangpin Zaipin brought tools and materials to Ms. Zhang's home to make corrections and offered her two solutions, after which Ms. Zhang agreed to not make any changes; Regarding the bookshelf being away from the wall, Shangpin Zaipin remade a new bookshelf that met the specifications. Mr. Shen also explained that the final installation resulted in the bookshelf being away from the wall because the design originally intended the bookshelf to be on the left, but during installation, it was placed on the right, thus causing the gap. The issue of the wardrobe sliding door not being tightly attached to the edge of the cabinet has also been properly adjusted. According to the information provided by Shangpin Zaipin to NetEase Home and verified by the reporter, Shangpin Zaipin indeed issued an invoice for the furniture purchased by Ms. Zhang and sent it to the address provided by her via YTO Express, though Ms. Zhang did not receive it. Shangpin Zaipin expressed that they will accommodate Ms. Zhang’s request and reissue the corresponding invoice for her.
Shangpin Zaipin showed NetEase Home the value-added tax invoice accounting copy issued to Ms. Zhang.
Afterward, NetEase Home also called Ms. Zhang, who expressed satisfaction with both the furniture rectification and the speed and attitude of the service response from Shangpin Zaipin. From the time Ms. Zhang reported the event to the media until the problem was smoothly resolved, Shangpin Zaipin maintained active communication and a swift problem-solving attitude, which deserves praise in terms of service quality. However, errors during the design phase are what should be avoided first, as the cost of prevention is always lower than the cost of correction. Shangpin Zaipin is undoubtedly a highly regarded dark horse in the home furnishings industry. In its high-growth phase of rapid development, how to ensure that service quality keeps pace with development remains to be seen, and we look forward to Shangpin Zaipin providing better examples for the home furnishings industry!