黑猫大数据中心联合黑猫投诉 【下载黑猫投诉客户端】平台发布《黑猫投诉2026年春节消费投诉数据 报告》，通过投诉数据盘点2026年春节期间行业趋势、行业热点问题等，通过投诉数据变化情况回顾行 业消费趋势。 旅游出行投诉趋势与春运节奏相契合 2026年春节期间，黑猫投诉平台旅游出行行业日均投诉量达1275件，较2025年春节增长12.05%。投诉 趋势与春运出行节奏高度契合：节前受返乡和出游高峰影响，投诉量持续处于高位；临近除夕，人们陆 续抵达目的地，投诉量逐步回落；节后返程启动，同时还有不少人选择短途游，双重影响下投诉量再次 快速攀升。 OTA投诉占旅游出行投诉近半数 旅游出行行业的投诉主要集中在OTA（在线旅游平台）和网约车两大板块，两者合计占比超过81%，其 中： OTA投诉占比47.26%，从投诉趋势来看，与行业整体基本一致；从投诉问题来看，机票退改手续费过 高、酒店无法取消等问题较为普遍。 网约车投诉占比34.29%，从投诉趋势来看，受停运影响，投诉在节前便开始减少；从投诉问题来看， 乘客端常见的问题有费用与预估不符、独享顺风车实为拼车等，司机端则多反映判责不合理、奖励未发 放等情况。 娱乐票务投诉量 ...

（来源：新安晚报） 转自：新安晚报 本报讯 2月26日，记者从长三角消保委联盟获悉，马年春节假期，长三角地区三省一市市场监管部门加 强投诉举报热线值守，听民声、解民忧、抓维权、促消费，一共接收投诉54991件、举报11724件，解答 咨询90020件。 马年春节假期，上海市市场监管部门接收投诉16863件、举报4978件，解答咨询69462件；江苏省市场监 管部门接收投诉12566件、举报2522件，解答咨询8406件；浙江省市场监管部门接收投诉19715件、举报 3154件，解答咨询2985件；安徽省市场监管部门接收投诉5847件、举报1070件，解答咨询9167件。 三省一市市场监管部门一共接收消费投诉 【下载黑猫投诉客户端】、举报66715件。从涉及消费方式 看，线上消费诉求占比77%，线下消费诉求占比23%；从涉及行业领域看，主要集中于服装鞋帽、食 品、家居用品、销售服务、餐饮住宿服务、互联网服务等领域；从反映问题看，主要涉及经营者售后服 务、产品质量、合同履行、不正当竞争等方面问题。 新安晚报 安徽网 大皖新闻记者 徐琪琪 实习生 曹芸 ...

新京报贝壳财经讯(记者俞金旻)2月26日，记者从上海市消保委获悉，今年春节9天超长假期(2月15日至2 月23日)，上海市各级消保委共受理消费者投诉6036件，各联网企业快速响应，节日期间先行和解消费 争议1214件。 春节假期期间，优惠变"套路"？奶茶免单卡、消费券用不了也是主要问题之一，消保委共受理优惠活 动、消费券使用相关投诉487件。问题多为优惠券规则不透明、到店无法使用、优惠叠加后价格乱浮 动、平台系统故障导致用券失败。比如，消费者尉女士在某平台活动中获得奶茶免单卡，可下单时因平 台系统错误，没能用上免单卡，反而被扣了其他优惠券。尉女士十分不满，要求全额退款并返还优惠 券。 此外，线上消费投诉量仍居高不下。主要问题有商品质量有瑕疵、实物与宣传严重不符、商家售后联系 不上等。比如，消费者郑先生在某平台花109元购买巧克力礼盒，收到后发现和页面宣传完全不一样， 核对后竟是店里另一款仅售66.9元的礼盒。他联系商家售后，却一直得不到回复，遂要求退款。 其中，消保委受理宾馆住宿、交通运输、参观游乐等相关投诉364件。消费者反映的问题主要集中在： 行程变动退票退款遭拒、实际住宿与宣传不符、预订酒店无法入住、售 ...

黑猫投诉 【下载黑猫投诉客户端】发布1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2026年1月底，黑猫投诉平台累计收到消费者有效投诉近3274万件，1月有效投诉近79万件。 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：淘宝贵金属交易乱象频发，消费者维权困难 一月份贵金属交易市场持续火爆，有大量消费者选择购入实体金条/银条，或将自己之前购入的金饰卖 出，有消费者向黑猫投诉反馈，自己下单后出现物流停滞/拖延不发货等情况，由于目前金价较高，担 心运输过程中被调包，故申请退款，但申请平台介入后获得的退款莫名被扣除一部分。还有消费者表示 自己购入的金饰在回收时被鉴定为假，寻求售后时却因为下单时间过去太久不能获得有效处理，还有的 商家早已关店跑路。 黑猫投诉1月行业红黑榜单 共享服务 黑榜：光宇科斯特换电、智慧笑联、云马科技、哈啰、小电科技、咻电、悦快闪充、悟空快充、南瓜 侠、来电 红榜：怪兽充电、街电、松果电单车、倍电 ...

Core Insights - The report from the China Consumers Association indicates that consumer complaints in 2025 reached 2,016,448, a year-on-year increase of 14.45%, with a resolution rate of 52.84% and a total economic loss recovery of 925 million yuan for consumers [1] Complaint Nature Summary - After-sales service issues accounted for 27.68% of complaints, contract issues for 23.79%, quality issues for 19.51%, false advertising for 7.88%, safety issues for 5.93%, pricing issues for 4.73%, counterfeit issues for 3.48%, personal rights issues for 1.08%, measurement issues for 0.78%, and other issues for 5.13% [1] - Compared to 2024, complaints regarding counterfeits, false advertising, and contract issues increased, while complaints about after-sales service, quality, and other issues decreased [1] Complaint Category Summary - Among all complaints, product-related complaints totaled 1,081,511, representing 53.63% of the total, an increase of 4.4 percentage points from 2024; service-related complaints were 845,710, accounting for 41.94%, a slight decrease of 0.27 percentage points; other complaints numbered 89,227, making up 4.42% [1] Product Complaint Details - The top five categories for product complaints were home electronics, daily goods, clothing and footwear, food, and transportation [2] - Compared to 2024, complaints in daily goods and clothing and footwear increased, while complaints in tobacco, alcohol, and beverages decreased [2] Service Complaint Details - The leading categories for service complaints included life and social services, internet services, education and training services, sales services, and cultural, entertainment, and sports services [2] - Compared to 2024, complaints in internet services, education and training services, and public facility services increased, while complaints in telecommunications and life and social services decreased [2] Specific Complaint Areas - Automotive complaints highlighted new types of disputes, including issues with after-sales service commitments due to dealership closures and transparency problems in the delivery of new energy vehicles [3] - Emotional consumption faced issues with anxiety marketing, where some businesses exploited information asymmetry to manipulate consumers [3] - The home decoration market experienced problems with low-price bait and additional charges, leading to contract disputes and quality issues [3] - Travel complaints included hidden add-ons and "default checkboxes," with platforms using standard clauses to hinder reasonable refunds [3] - Gold consumption disputes involved issues with material authenticity and weight misrepresentation [4] - Online training complaints included false promises of easy earnings and misleading course content [5] - Non-bank financial institutions exhibited improper collection practices, raising actual borrowing costs and potentially engaging in usury [5]

Group 1 - In 2025, the Hunan Consumer Protection Committee received a total of 40,511 consumer complaints, recovering direct economic losses of 33.53 million yuan, which helped maintain market order and boost consumer confidence [1] - Quality-related complaints accounted for nearly 30% of total complaints, with 11,874 cases reported, representing 29.31% of the total, an increase of 0.55% from the previous year [3] - Complaints regarding false advertising and pricing issues also saw increases, with false advertising complaints rising by 1.34% and pricing complaints by 0.45%, indicating strong consumer concerns about transparency and fairness [4] Group 2 - Food-related complaints were the most prevalent, with 9,233 cases, making up 35.5% of total product complaints, highlighting ongoing issues with food quality, safety, and labeling [6] - Complaints about daily necessities and clothing also ranked high, with 3,642 complaints about daily goods (14.00%) and 3,040 about clothing and footwear (11.69%), primarily concerning product quality and return difficulties [6] - Public utility service complaints increased significantly, with 1,031 cases reported, a 69.02% rise from the previous year, indicating a growing need for regulation in service quality and pricing in public utilities [8]

Group 1: Consumer Complaints Overview - In 2025, Anhui Province's consumer protection committees received over 28,700 complaints, recovering more than 22.05 million yuan for consumers [1] - The fastest-growing complaint category was automotive repair, with a year-on-year increase of 56% [4] - The top five complaint issues included quality, after-sales service, false advertising, contracts, and safety, accounting for 88.07% of total complaints [1] Group 2: Automotive Repair Complaints - Complaints in the automotive repair sector primarily focused on price transparency, arbitrary pricing of repair items, and lack of standardized labor and parts pricing [4] - A specific case involved a consumer being charged 800 yuan for unnecessary repairs, leading to a full refund after a complaint was filed [4] - Recommendations for improvement include enhancing market entry and credit supervision mechanisms, and consumers should confirm repair details in writing before service [4] Group 3: Online Pet Sales Issues - Online pet sales have increased risks due to remote transactions, with common issues including forced price increases and false advertising [5] - A consumer reported being charged additional fees for pet food and health guarantees, ultimately leading to a failed transaction [6] - Recommendations include strengthening regulatory oversight and ensuring consumers choose reputable sellers [5][6] Group 4: Rural Sales Targeting Elderly Consumers - Some businesses are targeting elderly consumers in rural areas through misleading sales tactics, including high-pressure sales during promotional events [7] - A case highlighted elderly consumers being misled into purchasing expensive products under false health claims, resulting in refunds after complaints [7] - Authorities are advised to enhance regulation of rural sales activities and educate elderly consumers on common scams [8]

Group 1 - The core point of the article highlights the significant increase in consumer complaints across various sectors, particularly in the OTA and food industries, driven by specific events and issues [1][12] - As of December 2025, the Black Cat Complaints platform has received nearly 31.95 million valid consumer complaints, with about 24.75 million responses from companies and approximately 20.99 million complaints resolved [1][12] - In December alone, there were nearly 790,000 valid complaints, indicating a notable rise in consumer dissatisfaction [1][12] Group 2 - The OTA sector saw a substantial increase in complaints, reaching nearly 14,000 in December, a month-on-month growth of 23.48%, largely due to hotel bookings for exams and New Year travel demands [2][13] - Complaints related to flight bookings accounted for over 6,300 cases, making up 45.54% of OTA complaints, with issues such as high cancellation fees and lack of compensation for flight changes being prominent [3][14] - Hotel booking complaints exceeded 5,100, representing 36.86% of OTA complaints, with consumers expressing concerns over unfulfilled cancellation policies and unsatisfactory hygiene conditions [3][14] Group 3 - In the airline sector, complaints reached nearly 4,500 in December, reflecting a 17.16% increase, with issues related to cancellation and change fees constituting nearly 60% of these complaints [4][16] - Specific complaints regarding flight cancellations or delays accounted for approximately 620 cases, representing 13.77%, while complaints about ticket price drops were around 580, making up 12.92% [4][16] - Among the top ten airlines, companies like China Southern Airlines and China Eastern Airlines had a 100% complaint response rate, while Shenzhen Airlines and Capital Airlines had response rates below 10%, indicating poor complaint handling [5][17] Group 4 - The food sector experienced a dramatic increase in complaints, with nearly 5,000 cases reported in December, a staggering 137.21% increase, largely due to issues surrounding MKAN products [6][18] - MKAN's complaints alone reached 3,200, accounting for nearly 65% of food-related complaints, highlighting significant consumer backlash [6][18] - The exposure of illegal additives in Han Shu products led to a rapid rise in complaints, with 980 cases reported within just five days following the news [7][19]

Group 1 - In 2025, Shanghai Consumer Protection Committee handled a total of 321,142 consumer complaints, with a significant portion related to online shopping [2][3] - Product-related complaints accounted for 64.3% of total complaints, with clothing, home goods, and home appliances being the top three categories [2] - Service-related complaints made up 35.7% of total complaints, with internet services, transportation, and cultural entertainment being the most common issues [2] Group 2 - Online shopping complaints saw a year-on-year increase of 34.8%, totaling 172,221 complaints, primarily concerning clothing and home goods [3] - Complaints regarding communication and computer products increased significantly, with a 43.7% rise in communication product complaints and a 10% increase in computer-related complaints [4] - Complaints related to shared bicycles surged by 74.5%, highlighting issues such as inaccurate billing and vehicle malfunctions [5] Group 3 - The demand for beauty and skincare services is rising, with 3,626 complaints related to these services, indicating a need for improved service standards [5] - Complaints regarding blind boxes and card draws totaled 2,842, with consumers reporting product quality issues and concerns over after-sales responsibilities [6][7]

Core Insights - The Shanghai Consumer Protection Commission reported a total of 321,142 consumer complaints in 2025, with a significant increase in complaints related to online shopping, shared bicycles, beauty services, and blind boxes [1][11][15][19]. Group 1: Complaint Statistics - In 2025, 64.3% of complaints were related to goods, totaling 206,691 complaints, while 35.7% were service-related, amounting to 114,451 complaints [1]. - The top three categories for goods complaints were clothing and footwear (43,571), household goods (35,655), and home appliances (17,401) [3]. - For service complaints, the leading categories were internet services (19,125), transportation services (10,699), and cultural and entertainment services (8,669) [6]. Group 2: Online Shopping Complaints - Online shopping complaints accounted for 172,221, marking a 34.8% increase year-on-year, with clothing and footwear (38,566) and household goods (27,497) being the most complained about categories [8]. - Issues primarily revolved around product quality defects, late delivery, unclear promotional rules, and slow return/exchange processes [9]. Group 3: Shared Bicycle Complaints - Complaints related to shared bicycles surged by 74.5% to 7,197, becoming a major contributor to transportation-related complaints, which increased by 28.1% overall [11]. - Common issues included inaccurate billing, vehicle malfunctions, delayed customer service, and problems with the locking mechanism [12]. Group 4: Beauty Service Complaints - The beauty and skincare service sector received 3,626 complaints, with issues such as price transparency, unfulfilled promises, and adverse effects on consumers' skin being prevalent [15]. - Complaints on platforms like Black Cat exceeded 50,000, highlighting concerns over misleading advertising and product discrepancies [15]. Group 5: Blind Box and Card Complaints - Complaints regarding blind boxes and card sales surpassed 2,000, focusing on product quality and after-sales issues [18]. - Consumers expressed concerns over the authenticity of products and the fairness of lottery-like sales strategies, particularly in the context of rising market values [19][21].