Japanese Kitchen Furniture Brand Faces Consumer Backlash Over Delayed Installations

A Japanese kitchen furniture brand is facing criticism from domestic consumers for delaying construction despite receiving a substantial deposit. One consumer, referred to as A, stated, "I signed a contract in mid-January with a promise of completion, but the construction has been delayed for nearly four months."

According to A's report on May 14, the domestic distributor of the Japanese system kitchen brand Cleanup Kitchen has not completed the installation despite receiving a deposit of 60 million won (approximately $50,000). A had contracted for kitchen systems and tables in late November last year, requesting that the work be finished before moving in January, but claims the project remains stalled. Photos provided show exposed plumbing and wiring, with markings on the walls, indicating the site has been abandoned without kitchen furniture.

The company has attributed the delays to a shortage of parts in Japan and shipping delays, but A claims they have not provided a clear timeline for completion or solutions to the issues.

The situation has been exacerbated by the company's lack of communication. A expressed frustration, saying, "The company has avoided contact or failed to respond to messages, and I was even blocked from receiving calls. The Gangnam showroom where I signed the contract has closed, and they haven't informed me where they have relocated." A added, "Last month, they even wrote a letter promising to finish the installation within a week, but they failed to keep that promise."

On May 11, a visit to the Cleanup Kitchen showroom in Gangnam revealed that demolition was underway. The sign remained, but most of the interior had been removed. A staff member at the site stated, "Demolition started the day before, and I have no information on where they are relocating."

A representative from the domestic distributor explained in a phone call that delays in construction were due to supply issues stemming from the ongoing conflict in the Middle East, which has caused raw material prices to rise by over 30%. Cleanup Kitchen's headquarters in Japan stated, "There is nothing we can do to assist at this time, but we will report that inquiries have been made regarding this issue."

Consumer complaints related to delays and incomplete work in interior construction continue to rise. According to data submitted to the National Assembly by Kim Seung-won, a member of the Democratic Party, the Korea Consumer Agency recorded 25,476 consumer consultations related to interior construction from 2020 to August of last year. Of these, 6,266 cases, or 24.6%, were related to incomplete contracts, while 6,827 cases, or 26.8%, involved quality issues.

During the same period, there were 2,556 applications for consumer compensation related to interior construction, but the average settlement rate at the compensation stage was only 34%. This means that 6 to 7 out of 10 victims do not recover their losses.

An industry insider noted, "If some construction has been completed, it is difficult to apply fraud charges because it does not appear to be intentional deception. For high-value interior contracts, it is essential to specify materials, delivery times, compensation for delays, and liability for defects in the contract."

Additionally, a survey conducted by the Korea Consumer Agency involving 40,000 people included interior construction among the 'warning markets' alongside wedding services and school uniforms, indicating significant consumer concern. Kim Seung-won remarked, "Despite thousands of cases of interior construction damage occurring each year, consumer compensation remains inadequate. The consistent occurrence of these issues reflects a failure in management and oversight, as well as systemic neglect."