Consumer watchdog warns furniture sellers over misleading practices amid rising complaints

The Consumer Council has reported 146 complaints related to furniture purchases in the first four months of this year, with issues ranging from misleading online product descriptions to poor-quality delivered items and disputes over custom-made furniture dimensions.

In a press conference on Thursday, the watchdog said one case saw a consumer purchase a desk from an online store with an English-only website, only to find upon delivery that the packaging box was labeled in Simplified Chinese and bore a different brand name. After assembly, the desk’s depth also differed from the specifications listed online.

The watchdog said the retailer defended itself by stating that the website noted "images are for reference only" and that minor design variations were possible.

While offering a refund, the store insisted on deducting shipping and repackaging fees, amounting to nearly 40 percent of the desk’s price, which is written in its return policy, it said.

Another complaint involved a HK$24,000 custom-made leather sofa set, where the delivered sofa and chaise longue did not match the agreed-upon width.

“The merchant claimed the discrepancy was due to excess internal padding, which would compress over time, and refused to remake the furniture, citing a tolerance range of 2 inches listed on the invoice,” said the watchdog.

The Consumer Council urged the industry to ensure accurate product information, emphasizing that brand, dimensions, and design are critical factors for buyers.

It cautioned against overusing disclaimers like "images for reference only" or hiding behind tolerance clauses, warning that such practices damage consumer trust and harm long-term business credibility.

It also advised shoppers to verify details before purchasing and to keep thorough transaction records.