北京商报讯(记者孔瑶瑶)5月14日，中消协发布"五一"假期消费维权舆情分析报告。中消协利用互联网 舆情监测系统，对5月1日至6日相关消费维权情况进行了网络大数据舆情分析，总体来看，6天监测期内 共收集到"消费维权"相关信息20889961条，日均34万条。舆情走势平稳波动，5月6日信息量达到峰值， 为407975条。 有关"安全事故"负面信息共223623条，占吐槽类信息的14.03%，日均3.7万条。5月5日达到峰值，为6.7 万条。"五一"假期期间，气温回暖，游船、漂流等户外活动颇受欢迎，多地纷纷上马热门项目，但接连 发生的安全事故为景区和消费者敲响警钟。 有关"景区管理"负面信息共174494条，占吐槽类信息的10.95%，日均2.9万条。5月5日为峰值，达4.9万 条。"五一"假期热门景点到访人数再创新高，运力、服务人员配给不足导致游客滞留、服务简配等问题 突出。 "宣传规范"类负面信息共124917条，占吐槽类信息的7.84%，日均2.1万条，5月6日为峰值。节日期间媒 体曝光多起违规宣传事例，侵害消费者知情权利、选择权。个别商家宣传时未能注意到地域文化差异， 引发消费者不满。 报告指出，今年"五一 ...

14日，中消协发布2025年"五一"假期消费维权舆情分析报告。数据显示，消费服务、安全事故、景区管 理、宣传规范等方面维权诉求较为集中。 一是消费失信行为顽疾难解。假日消费热潮下，部分商家利用市场供需失衡牟取暴利。一些酒店民宿无 视社会舆论呼吁和消费者权益，任意毁约涨价，已成顽疾；少部分景区存在的"流动商贩"，强买强卖， 诱导消费。中消协称，凡此种种，不仅损害了消费者的经济利益，更削弱了市场信任基础。 三是景区服务承载能力与现实需求严重脱节。"打卡式""特种兵式"旅游模式导致假期人员流动性增大， 热门景区承载压力连年激增，运营服务渐渐脱节。超负荷运营引发连锁问题，接驳车运力不足，道路交 通拥堵，导致游客滞留，影响旅游体验；服务人员配比失衡，三亚摩托艇项目因"1名向导带11人"的粗 放管理，造成游客海上失联的巨大风险。中消协提到，这其中，或有很大一部分是由心存侥幸而晚"限 流"、少"维修"、不"负责"的人为因素造成的。 四是营销宣传乱象扰乱消费秩序。唯"流量"观念下，部分商家营销手段屡屡过线。部分商家利用节日流 量制造噱头，通过夸大功效、隐瞒信息手段误导消费。旅行社以"双人体重300斤以下享半价"为名吸 引"流 ...

Group 1 - The local market supervision administration received a complaint regarding a gold recycling store using inaccurate electronic scales, showing a discrepancy of nearly 0.1 grams in the weight of a gold ring compared to a jewelry store [2] - A special inspection of gold jewelry businesses has been conducted, with 6 businesses checked and 6 measuring instruments tested, along with a public lecture on handling complaints related to gold jewelry [2] - The enforcement officers focused on the legality, integrity, and proper labeling of measuring instruments, ensuring no tampering or cheating programs were present [2] Group 2 - Officers checked whether businesses clearly distinguished between "fixed price" and "per gram" gold sales, ensuring proper labeling of product names, specifications, and pricing units [3] - The enforcement team educated businesses on relevant laws and regulations, emphasizing the importance of informing consumers about the differences between pricing methods to prevent misleading practices [3] - The local market supervision administration plans to continue monitoring gold consumption issues to create a safer and more trustworthy shopping environment [3]

在展会现场设立12345消费维权工作站，公示《南充市高坪区保护消费者权益委员会消费维权工作站管理办法》，公开投诉举报渠道，并对相关工作人员开 展专题培训。展会期间，共受理消费纠纷6起，均第一时间介入调解，实现商家与消费者双方满意，有效维护消费者合法权益。 同时，该局积极协调南充市特检所、计量所对展会在用特种设备和计量器具进行现场检验检定，确保设备安全、计量准确。主动服从展会指挥部统一调度， 高效处理商家进场撤场、违约布展等突发问题，为展会顺利举办提供坚实保障。（来源：高坪区市场监管局） 该局党组先后两次召开专题会议研究部署保障工作，主要领导多次带队深入会展中心现场办公，制定《服务保障工作方案》，组建工作专班，压实工作责 任。在博览会筹备阶段，多次指导主办方完善食品展销备案资料，督促落实资质查验、食品销售分区等要求，确保展会前期准备工作规范有序。 展会期间，工作专班人员每日9:00至19:00实行签到上岗，身着制服、亮证执法，对展位开展全覆盖巡查。针对巡查中发现的问题，坚持"零容忍"态度，依法 处置个别涉嫌违法违规行为，责令整改9起，下架3类问题商品，及时消除虚假宣传、质量安全等风险隐患。同步强化工作人员供餐单 ...

Core Viewpoint - The article emphasizes the importance of optimizing the consumer environment as a key driver for economic growth, highlighting the implementation of a three-year action plan (2025-2027) to address consumer pain points and enhance consumer rights protection [1][2]. Group 1: Action Plan and Objectives - The action plan aims to improve quality standards, credit constraints, comprehensive governance, and consumer rights protection to resolve prominent consumer issues [1]. - In 2024, final consumption expenditure is projected to contribute 44.5% to economic growth, driving GDP growth by 2.2 percentage points [1]. Group 2: Challenges and Solutions - Current challenges include low quality of consumer supply, lack of market order, and insufficient protection of consumer rights, which negatively impact consumer experience and confidence [1][2]. - The action plan outlines five major initiatives: improving consumer supply quality, optimizing consumer order, enhancing consumer rights protection, promoting collaborative governance, and leading consumer environment initiatives [2]. Group 3: Collaborative Efforts - Protecting consumer rights is a collective responsibility involving government departments, judicial bodies, businesses, social organizations, media, and consumers [2]. - Effective collaboration among all stakeholders is essential for the successful implementation of consumer rights protection measures [2]. Group 4: Long-term Commitment - Optimizing the consumer environment is a long-term endeavor that requires a systematic approach, starting from local standards and gradually expanding to broader areas [3]. - Continuous improvement of the consumer environment is necessary to boost consumer confidence and stimulate economic vitality [3].

为切实维护中央大街景区市场经营秩序，快速解决处理可能出现的消费纠纷，道里区市场监管局立足"五一"假期中央大街旅游市场消费高峰，建立中央大 街流动执法维权队伍，构建"流动的消费维权服务站"，让市民游客可感可及市场监管新形象新作为。 一、配齐配强执法力量 "五一"节日期间，道里区市场监管局统筹全局执法资源，在保持各市场所值班值守人员充足的基础上，抽调骨干力量组建中央大街流动执法队伍，以8人 同时在岗方式，10时至21时在中央大街不间断流动巡查检查，实现安全隐患动态排查、消费纠纷即时处置。 二、展现市场监管形象 执法人员着装规范、精神饱满，统一着执勤制服并佩戴党徽，随身配备装有各类执法文书的市场监管公文包，用热情的态度和专业的知识"边巡查边服 务"，解答市民游客的咨询，让消费者感受到市场监管就在身边，感受到市场监管的暖心服务，感受到市场监管的新作为。 三、贴身守护消费安全 建立巡查、普法、调解一体化工作流程，执法人员对发现的不规范经营行为提出意见建议；对经营主体开展普法宣传和业务指导；快速响应遇到的消费投 诉，现场组织双方调解，依法依规公正处理，提高投诉举报处置效率，提升消费者获得感、体验感、满意感。 消费者权益保 ...

假日期间，涉及线上消费诉求占诉求总量比重达89%，电商网购、直播带货、短视频带货等诉求相对活 跃，主要涉及线上服装鞋帽、食品、家居用品等购物消费纠纷。如消费者董先生称，其购买了某平台主 播推销的一款冲锋夹克，收货后发现实物与主播宣传不符，且有胶印等瑕疵。消费者李先生称，在某平 台直播间购买的一款增高鞋垫异味较重，要求商家履行"90天内包换"承诺却遭拒。 为守护假日良好消费环境，上海市市场监管部门加强12315热线平台值守，通过优化热线话务智能应 用、完善一窗式话务转接、抓实在线式纠纷解决、夯实联网企业主体责任、构建全天候实时监测预警等 机制举措，切实畅通消费诉求渠道，提升维权服务能级，助力提振消费。假日期间，12315热线电话、 互联网平台、手机APP、微信公众号等畅通运转，消费维权诉求整体保持平稳有序。 从假日消费投诉反映问题看，涉及经营者售后服务品质及消费履约等方面问题占比超五成，主要反映平 台客服不畅或存在敷衍推脱、商品配送未如约送达、售后三包服务未及时履行、消费者体感体验欠佳 等。如消费者李先生称，在某电商平台购买的一款男式运动鞋存在质量瑕疵，与经营者联系交涉，但拨 打其人工客服电话一直未能接通。 目 ...

Group 1 - The Xinjiang Uygur Autonomous Region's Wusu City Market Supervision Bureau is enhancing market regulation to create a favorable consumption environment ahead of the May Day holiday [1] - Focus areas include food safety, special equipment, key industry pricing, and consumer rights protection during the holiday period [1] - A total of 76 catering service units were inspected, with no illegal activities found [1] Group 2 - Price regulation efforts are being intensified to stabilize market prices and protect consumer rights during the holiday [2] - On-site price checks are conducted at farmers' markets and major supermarkets, focusing on essential goods such as grains, oils, meats, and vegetables [2] - Consumers are encouraged to report price violations through the "12315" complaint channel, targeting issues like price gouging and deceptive pricing practices [2]

Core Viewpoint - The article discusses the significant shift in China's e-commerce landscape, particularly the potential cancellation of the "return-only refund" policy, which has been a crucial consumer protection mechanism [2][3][4]. Group 1: E-commerce Policy Changes - Major e-commerce platforms such as Pinduoduo, Taobao, Douyin, Kuaishou, and JD.com are set to eliminate the "return-only refund" option, leaving refund decisions to individual merchants [3][4]. - The absence of public announcements from these platforms regarding the cancellation of the policy suggests a covert implementation of this change [4]. Group 2: Consumer Complaints and Issues - In 2024, consumer complaint organizations in China received 1.76 million complaints, a 32.62% increase from the previous year, with after-sales service issues accounting for 29.67% of complaints [6][7]. - Issues related to product quality and false advertising also contribute significantly to consumer grievances, indicating a persistent problem in the e-commerce sector [6][8]. Group 3: Implications for Consumer Rights - The removal of the "return-only refund" policy raises concerns about how consumers will protect their rights when faced with unsatisfactory products [29][30]. - The article highlights the long and arduous process consumers face when seeking refunds, often leading to frustration and abandonment of claims [10][11]. Group 4: Comparison with International Practices - In contrast, Amazon has expanded its "returnless refund" policy, which has been shown to increase brand trust by 20% and boost loyalty consumer spending by 1.7 times compared to regular consumers [26][27]. - The article suggests that U.S. retailers are not deterred by refund abuse ("sheep shearing") because they prioritize long-term consumer trust and satisfaction [27]. Group 5: Future of Consumer Protection - The article questions the effectiveness of current consumer protection mechanisms in China, suggesting that without the "return-only refund" policy, consumers may struggle to assert their rights [29][30]. - The ongoing evolution of consumer rights in China reflects a broader struggle between consumer protection and merchant interests, with potential implications for overall market trust and consumer spending [31][33].

Core Insights - The 2025 China Consumer Economy Forum was held on April 11, focusing on new consumption opportunities and models, with a report on consumer complaints released [1] Group 1: Consumer Rights and Complaints - In 2024, the total volume of "consumer rights protection" information exceeded 104 million, with a peak of 13.05 million in December, indicating a significant rise in consumer complaints [2] - Young consumers, particularly those under 31, are more likely to use social media and third-party platforms for voicing complaints, with over 83% of complaints coming from the "post-90s" generation [2] Group 2: Industry-Specific Complaints - Food safety and delivery services are major areas of consumer complaints, with food-related complaints increasing by 33.81% compared to 2023, making it the highest complaint category [3] - The tourism sector saw a 63.24% increase in complaints, particularly around holidays, highlighting issues with hotels, airlines, and ride-hailing services [4] Group 3: E-commerce and Live Streaming - Complaints related to live streaming e-commerce have surged, with over 2.017 million complaints recorded during the "Double 11" shopping festival, focusing on issues like counterfeit products and false advertising [5] - Customer service issues accounted for over 40% of complaints on shopping platforms, with a significant portion of complaints involving small transaction amounts [5] Group 4: Financial Services Complaints - Financial payment-related complaints constituted nearly a quarter of all complaints on the Black Cat Complaint platform, with insurance complaints showing a fluctuating upward trend [6] - The primary issues in the insurance sector included automatic renewals and inadequate customer service, with a total of 9,112 complaints related to fee deductions [6] Group 5: Entertainment Industry Complaints - The entertainment sector, particularly live events and gaming, has seen a rise in complaints, with concert ticket issues being the most prevalent [7] - Complaints in the gaming sector often spike during school holidays, driven by parental refund requests for underage gaming charges [7]