Xin Lang Cai Jing·2026-01-20 08:17Core Insights - The takeaway from the report indicates a significant increase in complaints within the food delivery industry, driven by intensified competition among major players like Meituan, Alibaba, and JD.com, leading to over 620,000 complaints in 2025, a year-on-year increase of 13.12% [2][13][14]. Industry Trends - The food delivery sector experienced a "delivery war" in 2025, marked by the entry of new players such as JD.com and Taobao, which heightened competition and consumer complaints [2][13]. - Key events influencing complaint trends included the launch of JD.com’s delivery service on February 11, 2025, and significant subsidies announced by Ele.me and Alibaba in April, which escalated competition and complaints [2][14]. - Regulatory scrutiny increased, with the State Administration for Market Regulation (SAMR) intervening to ensure fair competition and protect consumer rights, leading to a temporary slowdown in complaint growth for Meituan and JD.com [2][14]. Complaint Statistics - Meituan led the industry with over 400,000 complaints, maintaining a high response rate of 97.65%, while Ele.me (now Taobao Shanguo) had nearly 190,000 complaints with a response rate close to 90% [4][16]. - JD.com, as a newer entrant, faced challenges with a complaint response rate of only about 30%, indicating issues in their customer service integration [4][16]. Demographics of Complaints - Over 60% of complaints originated from delivery riders, primarily concerning unreasonable penalties and unrealistic delivery time expectations [5][17]. - Male users accounted for more than 75% of complaints, largely due to the male-dominated rider workforce [6][18]. - The primary age group for complaints was between 20-40 years, representing 87% of the total, reflecting the high consumption rates among students and young professionals [7][19]. Geographic Distribution - The highest complaint rates were reported in economically developed and densely populated provinces, including Guangdong, Jiangsu, Zhejiang, Shandong, and Henan, indicating a strong demand for food delivery services in these regions [8][20].