Sofia's whole-house custom contract dispute: The difference between design draft and physical objects triggers class action lawsuit
Recently, Sofia, a well-known domestic home furnishing customization brand, was caught in a class action lawsuit. Many consumers complained that the design draft of their whole-house customization service was seriously inconsistent with the actual product, involving color difference of the board, size error, and lack of functions, which attracted widespread attention. The following is the structured data analysis and background review of events.
1. Core dispute points of the incident
| Type of dispute | Complaint proportion | Typical cases |
|---|---|---|
| Color/material differences | 42% | The brochure is matte gray, and the actual object is shiny dark gray |
| Dimensional error exceeds 5cm | 28% | The wardrobe height is 2.4 meters, but it is actually only 2.32 meters. |
| Missing function | 18% | Promised smart sensing light strip not installed |
| Delayed delivery | 12% | The contract period has not been completed for 30 days |
2. Regional distribution of consumers involved
| area | Number of complaints | Average claim amount |
|---|---|---|
| Guangdong Province | 37 cases | ¥28,600 |
| Zhejiang Province | 25 cases | ¥24,800 |
| Jiangsu Province | 18 cases | ¥21,300 |
| Beijing | 15 cases | ¥35,200 |
3. Comparison of corporate responses and consumer demands
| Response party | Main position | Specific measures |
|---|---|---|
| Sofia official | Acknowledges that there is a color difference in some cases, and it is said that it is a "display device difference" | Provide ¥2000-5000 voucher compensation |
| Consumer Representative | Request a refund of one or three compensations in accordance with the Consumer Rights Protection Law | Class action lawsuits have been filed in 6 courts |
| Industry Association | It is recommended to establish customized home acceptance standards | To launch a solidified design confirmation of electronic signature system |
4. Industry impact analysis
This incident exposed three major pain points in the whole-house customization industry: 1) There is a systematic deviation between the design renderings and the actual objects; 2) The contract terms are vague in definitions of "reasonable errors"; 3) There is a lack of third-party acceptance standards. According to data from the China Residence Association, custom-made complaints increased by 63% year-on-year in 2023, of which 71% were involved in design implementation issues.
5. Expert advice
1. When signing the contract, you must attach a sample of materials and notarize them.
2. The contract must clarify the compensation standards for dimensional errors
3. Accept and retain image evidence in stages
4. Priority is given to merchants that provide performance insurance
At present, the Guangzhou Tianhe District Court has accepted the first case, and the progress of the case will continue to affect the reshaping of industry service standards. Consumers can submit evidence materials through the 12315 platform or the "National Consumer Association Smart 315" WeChat mini program.
check the details
check the details
en
