黑猫投诉公布双11消费投诉报告：抖音投诉率最高 淘宝回复率最低

Core Insights - The report by Heimao Complaints reveals the consumption and complaint situation during the longest Double Eleven shopping festival from October 9 to November 14, 2025 [1] Group 1: Consumption Trends - The Double Eleven promotional period set a record with a total of 13.938 billion express packages delivered nationwide from October 21 to November 1 [1] - There was a significant increase in "self-indulgent" consumption, with notable growth in categories such as interests, antiques, and trendy toys [1] - AI smart devices saw explosive growth, with sales of AI tablets and smartphones increasing by 200% and 150% respectively [1] - Instant retail participation surged, with Taobao Flash Sale integrating 400,000 brand stores, and the number of zero-order stores doubling year-on-year [1] Group 2: Complaint Trends - Apparel complaints topped the list with over 5,200 cases, followed by beauty and daily appliances with over 4,000 complaints each [1] - Due to the Sudan Red incident, complaints against domestic beauty brands rose from less than 40% to nearly 70% [1] - Complaints regarding smart home devices, such as robotic vacuum cleaners and floor washers, exceeded 530 cases, primarily related to faults and leaks [1] - Logistics complaints surpassed 70,000, with package damage accounting for nearly 21% of these complaints [1]