Ms. Chen, a resident of Urumqi, recently purchased a set of furniture for her parents in Tacheng, only to find it severely damaged upon delivery. The items included a dressing table, two beds, two wardrobes, a TV cabinet, and a coffee table, totaling 12,000 yuan, which included shipping costs. However, when her father received the goods on November 26, he discovered that the dressing table's mirror was cracked, the bed was broken, and the wardrobe and TV cabinet had scratches and peeling paint.

“The furniture was fully paid for, and the freight was already handed over to the shipping department,” Ms. Chen said helplessly. “Now that there are problems, both the seller and the shipping company are refusing to take responsibility. What can I do?”

According to Ms. Chen, after initial discussions with the furniture store owner, she agreed to sign the delivery documents first, with the promise that damaged items would be replaced or repaired. However, the situation quickly became more complicated.

“I asked for the bed and dressing table to be re-delivered, but the owner only agreed to replace the dressing table,” she said. When contacted by the reporter, the store owner, Deng Huihai, explained that while the dressing table could be replaced, the other damaged items—such as the bed, wardrobe, and TV cabinet—could be repaired instead.

Deng Huihai claimed that some of the furniture was shipped from Chengdu, while others came from Guangzhou and Shenzhen. “The goods arrive at my store first, and I check them before sending them to Tacheng,” she said. “Except for the dressing table, I didn’t notice any damage, so it’s my responsibility for that. The other cracks must have happened during transportation.” She added that taking full responsibility would be too much for her to handle.

Meanwhile, Jin Xiangwei, a staff member from the shipping department, stated that the goods were not inspected upon pickup. “We send five to six trucks every day. It’s impossible to open each package one by one. The outer packaging showed no damage, and the damage occurred inside, not from a bump. So it’s not our fault,” he said.

Legal expert Chen Jiai from Xinjiang Jiuyin Mingzheng Law Firm advised consumers to always sign a contract when purchasing furniture. If the supplier is responsible for delivery, then the supplier should bear the cost of any damage. If no such agreement exists, and the consumer handles the transportation themselves, they must determine whether the damage was caused during transit or at the factory. In case of transport-related issues, the consumer should contact the shipping company. If the problem is due to manufacturing defects, they should go directly to the furniture seller.

Chen Jiai also reminded consumers to document the damage thoroughly by taking photos and keeping evidence. They should report the issue to the local trade and industry bureau or seek legal assistance to protect their rights. For more information, visit the official website of Xianghe Furniture City.

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