Low And Unsound Assessment Indicators - Clothing Retail Industry: Complaints Remain High

quality complaint It refers to the quality dispute between the consumer and the dealer in the process of wearing and using the clothing after purchase, which requires quality inspection or quality appraisal. According to the annual quantity of inspection samples, the number of complaint quality inspection (appraisal) in daily entrusted inspection (excluding supervision inspection) reaches nearly 1000, accounting for more than 40% of the number of inspection samples. In addition, according to the Changchun Consumer Association, the quality of clothing, shoes and hats ranked second among all kinds of commodity complaints in 2010, and also ranked third in recent years. So, what is the reason for such a high proportion?

　 The consumer's consumption concept has changed

With the deepening of reform and opening up market With further prosperity, the styles and colors of clothing have become more diverse, and people's living standards have also been greatly improved. The money bag is full, and the concept of buying clothes has changed from the previous food and clothing type to fashion type, beautiful type and brand type, while the requirements for clothing quality have also been improved. From the perspective of consumers, the quality of clothes purchased in high-end large department stores should be better than that in general public stores (including secondary wholesale markets). First, it was purchased in high-end large department stores clothing Spend more money than other stores; Second, the management of high-end large department stores is better than that of other stores, and there should be good guarantee for both product quality and after-sales service. Once it is inconsistent with its expected effect, it is considered as a quality problem.

Example: On June 17, 2011, a consumer bought a brand of men's trousers in a large department store in Changchun. The fabric fiber content was 53% wool, 47% viscose, and the price was 2730 yuan. After wearing for half a day, he found obvious wrinkling and asked the dealer to return it. The dealer thought it was not a quality problem. Therefore, consumers require quality inspection. As we know, viscose fiber products are not only characterized by bright dyeing, good drapability and strong hygroscopicity, but also have disadvantages such as reduced strength when wet and easy wrinkling. Therefore, the above wrinkling phenomenon should be determined by the characteristics of viscose fiber. In addition, the standard physical and chemical items in the "Western Pants GB/T2666-2009" also do not have provisions for assessment of wrinkling performance.

Example: On June 15, 2011, a female consumer bought a silk fashion shirt in a large department store in Changchun. After wearing it for two days, she found that there was a snagging phenomenon near the cuff and the hem of the placket. She thought it was a quality problem and asked for quality inspection. The silk clothing has the characteristics of good drapability, fine yarn, light and thin texture, and is suitable for summer clothing. Things are the unity of contradictions, which has advantages but also can not avoid its disadvantages. In summer, mulberry silk fabric is not wear-resistant, easy to hook, and has poor pilling resistance. wait.

The reasons for quality disputes like the above one are that consumers spend a lot of money on clothes, and they think that clothes bought with so much money should not have problems of one kind or another when wearing; Second, consumers do not understand the basic knowledge of clothing fabrics, and some problems are determined by the characteristics of fabrics themselves, which they think are quality problems. At the same time, the production enterprise can also avoid many unnecessary quality disputes by introducing the characteristics of the fabric more pertinently in the use instructions, or the salesperson can give a certain introduction when selling clothes.

　　 The assessment indicators of relevant items in product quality standards are too low

When there is a quality dispute between consumers and dealers, the focus of both parties' argument is whether the quality problem is. So, what kind of problem is the quality problem? First, determine the content of the quality dispute and the focus of the dispute between the two parties; Secondly, determine the implementation standard of the product and whether there are corresponding assessment items.

Example: On July 4, 2011, a consumer bought a famous brand T-shirt in a large department store in Changchun. It cost 1900 yuan and was worn for 3 days. There was obvious fading near the back and shoulder, and there were spots. Sensory identification seemed to be caused by fading of light sweat color fastness. According to the clothing tag, the executive standard was GB/T22849-2009 (knitted T-shirts), According to the standard, the first grade product's color fastness to light and sweat is Grade 2-3. We know that the color fastness is rated as 1-5 (except for light fastness), the worst of which is Grade 1 and the best of which is Grade 5, with a total of 9 grades (including half grade difference). The greater the number, the better the color fastness. Grade 2-3 can only be considered as the lower middle level. Generally speaking, if the fading degree is divided into three grades: slight, obvious and serious, Grade 2-3 should be considered as obvious fading.

Example: A consumer spent 2000 yuan in a large department store in Changchun to buy a famous brand of knitted shorts. After wearing them for about 10 days, there was obvious pilling. According to the corresponding executive standard GB/T22853-2009 (knitted sportswear), the pilling item of qualified products was 2.5, which should be classified as obvious pilling according to the above degree. wait.

From the above two examples, we can see that some existing product standards are still too loose in the assessment indicators of physical and chemical projects, and the production enterprises reduce the quality standards in production, which is contrary to the consumer expectations of the vast consumer groups, which is also one of the reasons for the high quality disputes.

　 Some product standard assessment items are not perfect

In winter, most of the quality complaints are about the down clothing drilling problems, which are all sewing problems. The current standard FZ/T14272-2002 Down Clothing has no specific provisions on the down clothing drilling problems at the seams, but the "slight down (except for the seams)" mentioned in Table 11 of Chapter 5.2.3 "Quality Defect Determination Basis" can be determined as a serious defect. So, is it a quality problem that the obvious burring at the seam even reaches a serious degree? For another example, FZ/T73020-2004 Knitted Casual Garments does not stipulate the assessment of color fastness to light perspiration, and quality complaints often cause disputes on this item, so how to detect and determine it? wait.

The above mentioned examples are just a few of the specific situations that the author encountered in his work, and many of these problems will not be repeated. So how can we reduce quality complaints? In my opinion:

First, the production enterprises improve their own product quality grade. "Forging iron needs to be hard". Only when the product quality grade is improved, can quality disputes be reduced. At the same time, the enterprise's own reputation has been established in the market. In principle, some large department stores in Changchun have required that the clothing sold should be of first grade or above. This is a kind of quality improvement, which is close to consumers' expectations of product quality and has won consumers' trust.

Second, the assessment indicators of individual physical and chemical items of some product standards need to be improved. For example, the color fastness to light and sweat, pilling resistance and other items involved in the above examples 1 to 4 need to be improved to medium or upper level. For example, the standard GB/T2666-2009 Pants stipulates that the fuzzing and pilling are: combed (smooth) fabric ≥ 3-4, combed (suede) fabric, coarse fabric ≥ 3, which is close to the pilling performance of normal daily wear.

Third, the inspection items in some product standards need to be further improved. Whether in terms of physical and chemical items or appearance sewing, the clothing performance should be considered more comprehensively and specified more specifically. For example, there should also be specific provisions on the down drilling at the seams. From the perspective of consumers, whether it is the drill down of the fabric (or lining) or the drill down of the seam, both affect the wearing effect. Taking into account the specific production situation of the manufacturer, while protecting the rights and interests of consumers, the assessment method should be formulated according to the drill down situation.

Any clothing can not be worn unchanged, but has its own use time. Whether it can stipulate that what problems occur within a certain period of time is determined as quality problems, which not only effectively protects the legitimate rights and interests of both consumers and enterprises, but also reduces many unnecessary quality disputes, such as QB/T1002-2005 "After sales quality judgment" is specified in the standard for leather shoes. In short, with the prosperity of the market economy and the gradual improvement of people's living standards, the consumption concept has also changed. Whether from the perspective of manufacturers or consumers, product quality should be improved.