黑猫投诉 【下载黑猫投诉客户端】发布11月企业投诉处理红黑榜单，数据均来源于黑猫投诉平台，反 映了企业在黑猫投诉平台的投诉处理解决情况。 截至2025年11月底，黑猫投诉平台累计收到消费者有效投诉超3116万件，11月有效投诉超80万件。 为了更加精准、及时地展现不同细分消费领域企业在黑猫平台的客诉处理情况，红黑榜单除了按行业划 分，还会根据近期热点消费事件设置"最受关注领域榜单"，为消费者提供更有价值的消费参考。 关键词：网购NARS化妆品申请退换货商家拒收 本月，多位消费者在黑猫投诉平台反映，在NARS抖音官方旗舰店申请化妆品退换货遭商家拒收。消费 者表示已将未开封商品或仅拆封未使用的商品寄回，但商家以"商品已被使用"为由拒绝退款，且仅提供 照片作为依据，未按平台要求上传开箱视频。也有消费者表示在退货流程中遭遇商家不处理申请、平台 客服与商家相互推诿的情况，导致退款进程受阻。消费者要求商家提供合理解释并完成退款，目前 NARS仍未对消费者投诉做出回复。 025-11-15 于黑猫投诉平台发起 外围中 关于NARS抖音旗舰店伪造照片拒绝退款 我在抖音商家202***月11日11点购买蜜粉饼套盒. 价值389 ...

Core Insights - The "Double 11" promotional event this year saw an early start and longer duration, with platforms focusing on AI shopping guides and instant retail, shifting from traffic competition to quality competition emphasizing user value [1] - Consumer complaints during the event were primarily centered around pricing issues, with 85.6% of complaints related to price disputes and false advertising [1][5] Consumer Complaints - A total of over 13,000 complaints were recorded on the "People's Complaint" platform during the "Double 11" period, with peak complaints occurring early in the pre-sale phase [1] - Common complaints included issues such as "prepaid tail payment betrayal," "current stock being cheaper than pre-sale," and "automatic price increases" [1][6] - Some merchants were accused of raising prices before the pre-sale and then lowering them to create the illusion of discounts, leading to consumer dissatisfaction [1][6] Pricing Issues - The pricing complaints highlighted a lack of transparency in rules, with frequent occurrences of "price protection" policies being exploited, where prices changed just after the protection period ended [1][19] - Consumers reported experiences of inconsistent pricing across different accounts and platforms, leading to confusion and frustration [1][19] Seasonal Consumer Trends - As winter approaches, complaints related to seasonal products such as down jackets and heating appliances have increased, with issues like quality discrepancies and delayed shipping becoming more common [9][10] - Complaints also arose from rental housing situations where heating systems failed to operate properly, affecting living conditions [17] E-commerce and Service Quality - The quality of service in various sectors, including cleaning and maintenance, has reportedly declined, with consumers expressing dissatisfaction over service effectiveness and response times [10][21] - Issues with online purchases of health products and food safety were also prevalent, with consumers facing misleading advertisements and product quality concerns [15][25]

Core Viewpoint - Consumers have multiple channels for complaints beyond the official 12315 hotline, including various industry-specific hotlines and third-party platforms like Black Cat Complaints, which enhance the efficiency and effectiveness of resolving consumer issues [2][6][12]. Group 1: Industry Regulatory Hotlines - Different types of consumer issues can be addressed through specific industry hotlines, which can lead to higher efficiency in handling complaints [3][4][5]. - Examples include: - Communication services: 12300 (Ministry of Industry and Information Technology) [3] - Transportation issues: 12328 (Ministry of Transport) [3] - Postal services: 12305 [17] - Quality supervision: 12365 [17] - Price supervision: 12358 [17] Group 2: Consumer Associations - Consumer associations, supported by the government, serve as mediators between consumers and businesses, helping to resolve disputes without administrative penalties [7][9]. - They are particularly effective for issues related to product quality or after-sales service, often resolving complaints within a few days [10][11]. Group 3: Third-Party Complaint Platforms - Black Cat Complaints, a prominent third-party platform, allows consumers to file complaints through various digital channels, making the process quick and user-friendly [12][13]. - The platform emphasizes transparency, allowing users to track the status of their complaints and view company responses [14][15]. - Monthly reports, such as the "Red and Black List," evaluate companies based on complaint volume and customer satisfaction, helping consumers make informed decisions [16]. Group 4: Legal and Law Enforcement Channels - In cases of fraud or significant financial loss, consumers can report to law enforcement or pursue legal action through courts or arbitration [19][21]. - While these methods may be more time-consuming, they are effective for serious issues [22]. Group 5: Summary of Complaint Channels - Consumers can choose from various platforms based on their specific issues: - Industry hotlines for specific sectors [23] - Administrative departments like market regulation and education [24] - Third-party platforms like Black Cat Complaints [25] - Mediation through consumer associations [26] - Legal action for severe issues [27]

Core Insights - The China Consumer Association reported a total of 536,761 consumer complaints in Q3 2025, marking a year-on-year increase of 7.9% [1] - Complaints related to false advertising, safety issues, and contract problems have seen a significant rise compared to Q3 2024 [1] Group 1: Complaint Trends - The main complaint issues identified include shortcomings in overseas travel platforms, particularly in service delivery and customer support [2] - The rise in complaints about automatic renewal services is attributed to hidden terms, lack of fee reminders, and difficulties in cancellation [3] - There has been a notable increase in complaints regarding power banks, particularly concerning safety certifications and misleading product specifications [3] Group 2: Specific Issues in Travel and Services - Consumers face challenges with travel platforms that fail to assist in refund requests when hotels refuse to cooperate, leading to dissatisfaction [2] - Information on travel platforms is often outdated, resulting in consumers arriving at hotels that are no longer operational or have changed names [2] - The discrepancy between advertised and actual hotel conditions has led to increased consumer frustration [2] Group 3: Automatic Renewal and Product Complaints - Automatic renewal complaints are rising due to the obscured presentation of renewal terms and inadequate notification before charges are made [3] - Consumers report difficulties in canceling subscriptions due to hidden options and unresponsive customer service [3] - Complaints about power banks include issues with non-compliance to safety standards and exaggerated product claims, particularly from smaller brands [3]

Core Viewpoint - Consumers often face challenges when needing to file complaints against companies, but there are multiple effective channels available for resolution [1] Group 1: Internal Customer Service - The first point of contact for most consumer disputes is the internal customer service of the company or platform, which is typically the most convenient and efficient way to address issues [2] - Many disputes can be resolved at this stage, especially simple issues like refunds, exchanges, or compensations, provided the company's attitude is positive [3] Group 2: Official Complaint Channels - When internal customer service fails to resolve the issue, official complaint platforms are the most formal and legally grounded options available [4] - The National 12315 platform is the most widely used consumer complaint system, addressing issues related to product quality, contract disputes, false advertising, inadequate service, and pricing problems [5] - For telecommunications issues, consumers can contact the 12300 platform, which is specifically tailored for complaints against service providers [6] - The 12328 platform is designated for transportation-related complaints, including issues with ride-hailing, taxis, and public transport [7] - Certain specialized issues require intervention from industry regulators, such as education-related complaints to the education bureau or financial disputes to the banking regulatory authority [8] Group 3: Third-Party Complaint Platforms - In addition to official systems, consumers can utilize social complaint platforms, with the most popular being the Black Cat Complaint platform, known for its simple process and transparency [9] - Consumers can initiate complaints by searching for the company name, selecting the issue type, and uploading evidence, with the status of the complaint visible to them [11] Group 4: Mediation and Legal Assistance - Consumer associations primarily serve as mediation bodies for disputes where both parties are willing to communicate but cannot reach an agreement [12] - In cases of fraud, malicious withdrawal, or deliberate harm to consumer rights, consumers can report to the police, while significant disputes may require legal action such as arbitration or court litigation [13] Group 5: Conclusion - The most important factor in filing a complaint is selecting the appropriate channel based on the specific issue at hand, with internal customer service being the most efficient, official platforms being the most authoritative, and third-party platforms offering transparency [16]

Group 1 - The article provides a comprehensive "Consumer Rights Protection Guide" to help consumers navigate various types of complaints and identify the appropriate channels for resolution [1][9] - It emphasizes the importance of understanding the type of issue and selecting the right complaint channel to effectively address consumer grievances [9] Group 2 - For e-commerce and online shopping issues, consumers are advised to first utilize the internal customer service and arbitration systems of platforms like Tmall, JD, and Pinduoduo, and escalate to the national 12315 platform if necessary [2] - Retaining evidence such as chat records, order screenshots, and payment receipts is crucial for increasing the success rate of complaints [3] Group 3 - In financial and recharge-related disputes, consumers should directly contact regulatory bodies like the China Banking and Insurance Regulatory Commission through the 12378 hotline [4] - For online payment and prepaid card issues, consumers can also report to the 12315 platform regarding the legality of business practices and use the People's Daily message board for public feedback [4] Group 4 - For communication, network, and app service issues, the Ministry of Industry and Information Technology's 12381 reporting platform is recommended for complaints related to service traps and unauthorized data collection [5] - Issues with internet service apps can also be reported on the Black Cat Complaints platform for quicker responses from companies [5] Group 5 - For offline service disputes, such as those in dining, tourism, and training, the 12315 platform is the primary channel, with the option to escalate to the 12345 government service hotline for cross-departmental issues [6] - The Ministry of Culture and Tourism has a dedicated complaint hotline for tourism-related issues [6] Group 6 - If complaints are not adequately addressed by companies or regulatory bodies, consumers can escalate their issues through public supervision channels like the People's Daily message board and the State Council's "Internet + Supervision" platform [7][8] - These platforms create a "pressure mechanism" to encourage local authorities to respond effectively [9]

Core Insights - The report from Shanxi Province's Market Supervision Administration indicates a significant increase in consumer complaints, with a total of 104,056 cases received in the third quarter of 2025, marking a year-on-year growth of 13.89% [1] Group 1: Complaint Statistics - Complaints accounted for 51,130 cases, representing 49.14% of the total, with a year-on-year increase of 39.18% [1] - The market supervision system recovered economic losses of 15.5045 million yuan for consumers, involving a disputed amount of 68.1015 million yuan [1] - The highest volume of complaints was recorded in Yuncheng City, with 26,310 cases, making up 25.29% of the provincial total [1] Group 2: Complaint Hotspots - Product-related complaints constituted 63.06% of total complaints, while service-related complaints made up 36.94% [2] - The top five complaint categories were food safety, after-sales service, quality issues, contract disputes, and unfair competition, with price complaints seeing a notable increase of 128.62% [2] - The leading categories for product complaints were food, clothing and footwear, and household goods, while for service complaints, dining and accommodation services, education and training services, and cultural and sports services were the most reported [2] Group 3: Reporting Issues - A total of 18,407 reports were received, with 1,578 cases filed, and advertising violations were the most reported, accounting for 3,891 cases or 21.14% of total reports [3] - Common issues in advertising violations included false advertising and unapproved promotional claims, particularly in the medical and food sectors [3] - Reports of monopolistic behavior surged by 1,500% year-on-year, and medical device issues rose by 80%, indicating increased regulatory scrutiny in these areas [3] Group 4: Consultation Trends - There were 34,519 consultations, with 17,656 related to market regulation, making up 51.15% of the total [4] - Non-market regulation consultations accounted for 48.85%, primarily concerning housing, education, and business sectors [4] - Consumer rights protection inquiries represented 47.92% of market regulation consultations, reflecting a growing awareness among consumers [4] Group 5: Data Sources - Internet platforms have become a primary channel for consumer rights protection, with 44.61% of complaints submitted online and 73.19% of reports made through internet channels [5]

Core Viewpoint - The effectiveness of complaints largely depends on the clarity of facts, completeness of evidence, and feasibility of demands, emphasizing the importance of proper channels and expression techniques in the complaint process [1][2][7]. Group 1: Complaint Process - Many complaints are stalled due to insufficient details, such as incomplete materials, vague demands, or incorrect channels [1]. - To initiate a complaint effectively, it is essential to have clear facts, sufficient evidence, and actionable demands [2]. Group 2: Choosing the Right Channel - For disputes on platforms like e-commerce or food delivery, using the platform's internal complaint channels is recommended for quicker responses, especially before the order is closed [3]. - If a company is uncooperative, utilizing third-party complaint platforms like Black Cat Complaint can enhance transparency and track the response and resolution process [3]. - For issues related to false advertising or price fraud, the 12315 National Consumer Rights Protection platform is the most authoritative route for resolution [3]. - Complex issues involving multiple departments, such as education or prepaid services, can be addressed through the 12345 government service hotline [4]. Group 3: Writing Effective Complaints - A well-structured complaint should focus on key details like "time," "place," and "event description," along with relevant evidence to facilitate quicker resolution [5]. - Clear and precise demands, such as "request for refund" or "request for repair," are more likely to be accepted compared to emotional and vague complaints [5]. Group 4: Preventive Measures - Many consumer rights issues can be avoided by researching platform ratings and user reviews before making purchases [6]. - Searching for the merchant's name on complaint platforms can reveal past issues, serving as a warning for potential risks like "difficult refunds" or "unfair terms" [6]. Conclusion - The outcome of complaints does not imply ineffectiveness in rights protection; the key lies in selecting the right channels, articulating key points, and preparing adequate evidence [7].

Core Insights - The article discusses the reasons why complaints often do not receive responses and emphasizes the importance of choosing the right channels and providing sufficient evidence to facilitate resolution [2][7]. Group 1: Complaint Channels - Internal platforms provide the fastest response but may have limitations in addressing complex issues like false advertising and prepaid card refunds [3]. - The Black Cat Complaint platform offers a transparent mechanism for tracking complaint progress, allowing consumers to see whether their complaints are being addressed [4]. - Official channels like the 12315 National Consumer Rights Protection Platform are authoritative but typically take longer to process complaints [5]. Group 2: Cross-Industry Issues - Many consumer disputes extend beyond a single industry, requiring intervention from specific regulatory bodies such as the Ministry of Industry and Information Technology for telecom issues or the Banking and Insurance Regulatory Commission for financial disputes [6]. Group 3: Common Pitfalls - A significant number of consumers fail to provide adequate evidence, such as order details or payment receipts, which hinders the progress of their complaints [8]. - Misalignment of complaint channels, such as seeking help from consumer associations for e-commerce issues, can lead to delays in resolution [8].

Core Viewpoint - The article emphasizes the importance of conducting thorough research before making purchases to avoid common consumer pitfalls and enhance overall shopping safety [1][13]. Group 1: Consumer Research Tools - E-commerce platform reviews can provide some insights but may not be comprehensive due to the prevalence of positive reviews and potential manipulation like "fake reviews" [2]. - Black Cat Complaints offers a more transparent view of consumer experiences by displaying real complaint records, allowing consumers to learn from others' issues before making purchases [3]. - Official channels, such as consumer associations and regulatory bodies, regularly issue warnings about prevalent risks in certain industries, aiding consumers in identifying potential issues [4]. Group 2: Verification and Precautions - For significant purchases or long-term services, it is crucial to verify the legitimacy of a business's operating license and qualifications, and to pay close attention to contract details, especially regarding refund policies and service agreements [5]. - Some local governments and industry associations maintain "blacklists" of companies that fail to fulfill commitments or have a history of penalties, providing an additional layer of consumer protection [6]. Group 3: Payment Risks - Many consumer traps arise during the payment process, such as prepaid cards, which are common in services like hairdressing and fitness, making it difficult to recover funds if the business closes [7]. - Installment payments may seem to ease financial pressure but can include hidden fees; consumers should confirm all costs before signing [8]. - Using reputable payment platforms is advisable to ensure some level of recourse in case of disputes, rather than transferring money directly to personal accounts [8]. Group 4: Specific Industry Checks - In tourism and dining, consumers should check for complaints related to "no room upon arrival" or "forced consumption" before booking hotels or attractions [9]. - For dining establishments, it is important to be aware of food safety complaints, such as "stale ingredients" or "foodborne illnesses" [10]. - When dealing with travel agencies or online travel agencies (OTAs), confirming their registration with tourism departments can help avoid "black market" operators [11]. Group 5: Complaint Efficiency - Even with thorough preparation, issues may still arise; understanding what documentation can expedite the complaint process is essential [12]. - Keeping records of payments, contracts, and communications can facilitate quicker resolution of complaints [14].