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质量和售后问题占比超半数
Xin Hua Ri Bao· 2025-08-04 21:52
Core Insights - The consumer complaint data for the first half of 2025 from Shanghai, Jiangsu, Zhejiang, and Anhui shows a total of 314,826 complaints, resulting in an economic loss recovery of 182.6973 million yuan [1] Complaint Analysis - The top five complaint categories are quality issues (82,988 complaints, 26.36%), after-sales service issues (81,697 complaints, 25.95%), contract issues (67,467 complaints, 21.43%), false advertising issues (54,496 complaints, 17.31%), and safety issues (28,177 complaints, 8.95%) [1] - Product-related complaints account for 56.33% of the total, with 177,500 complaints, while service-related complaints make up 43.67%, totaling 136,400 complaints [1] Consumer Behavior Trends - Major complaint hotspots in the Yangtze River Delta include persistent issues in online shopping, high levels of complaints in education and training, frequent criticism of smart products, ongoing tourism complaints, emotional consumption risks, and chaotic pet consumption [1]
上海市消保委:上半年处理消费者投诉150113件,同比增长18.2%,盲盒、手办相关网购投诉值得关注
news flash· 2025-07-04 09:00
Core Insights - The Shanghai Consumer Protection Committee reported a total of 150,113 consumer complaints in the first half of 2025, representing an 18.2% year-on-year increase [1] - The majority of complaints were related to goods, accounting for 67.1% of the total, with clothing, home goods, and household appliances being the top three categories [1] - Service-related complaints made up 32.9% of the total, with internet services, transportation, and beauty services leading the complaints [1] Complaint Categories - Goods complaints totaled 100,737, with clothing (22,810), home goods (17,572), and household appliances (7,966) being the most complained about [1] - Service complaints reached 49,376, with internet services (8,650), transportation (4,308), and beauty services (3,216) being the most frequent [1] Nature of Complaints - Contract issues constituted 52.09% of complaints, followed by after-sales service issues at 18.57%, and other quality-related problems at 29.34% [1] - Notably, there were 2,749 complaints related to trendy toys, highlighting consumer interest in emotional value, with issues primarily concerning delayed shipments and inadequate after-sales support [1] - The rise of second-hand platforms has led to challenges in verifying the authenticity of products during transactions [1]
一季度全国消协组织受理投诉超46万件 虚假宣传、假冒、安全问题投诉比重同比上升
Ren Min Ri Bao· 2025-05-11 22:19
Core Insights - In the first quarter of 2025, a total of 461,767 consumer complaints were received nationwide, marking a year-on-year increase of 33.33% [1] - The complaints led to the resolution of 261,218 cases, recovering economic losses amounting to 23.723 million yuan for consumers [1] - The nature of complaints showed that contract issues accounted for 26.56%, after-sales service issues for 26.07%, and quality issues for 19.67% [1] Complaint Categories - Compared to the first quarter of 2024, the proportion of complaints regarding false advertising, counterfeiting, and safety issues increased, while complaints related to quality and contract issues decreased [2] - Product-related complaints totaled 245,964, representing 53.27% of all complaints, an increase of 6.38 percentage points from the previous year [2] - Service-related complaints amounted to 190,382, accounting for 41.23% of total complaints, a decrease of 5.00 percentage points [2] Specific Product Complaints - The top five categories for product complaints were home electronics, clothing and footwear, daily goods, food, and transportation tools [2] - Compared to the first quarter of 2024, complaints regarding clothing and daily goods increased, while complaints about agricultural production materials decreased [2] Specific Service Complaints - The leading categories for service complaints included internet services, life and social services, education and training services, sales services, and cultural, entertainment, and sports services [3] - There was an increase in complaints related to financial services, cultural, entertainment, and sports services, and public facility services, while complaints about life and social services, internet services, and telecommunications services decreased [2][3]
2025年第一季度全国消协组织受理投诉461767件|315青诉
Sou Hu Cai Jing· 2025-05-08 07:54
Core Insights - The China Consumer Association reported a total of 461,767 consumer complaints in the first quarter of 2025, representing a year-on-year increase of 33.33% [1] - A total of 261,218 complaints were resolved, resulting in a recovery of economic losses amounting to 23.723 million yuan [1] Complaint Classification - The main categories of complaints in Q1 2025 were: - Contract issues: 26.56% - After-sales service issues: 26.07% - Quality issues: 19.67% - False advertising: 7.27% - Safety issues: 5.8% - Price issues: 4.18% - Counterfeit issues: 3.54% - Personal rights issues: 1.06% - Measurement issues: 0.88% - Other issues: 4.97% - Compared to Q1 2024, the proportion of complaints regarding false advertising, counterfeits, and safety issues increased, while complaints about quality and contract issues decreased [2] Complaint Types - Product-related complaints accounted for 245,964 cases, or 53.27% of total complaints, an increase of 6.38 percentage points from Q1 2024 - Service-related complaints totaled 190,382 cases, making up 41.23% of total complaints, a decrease of 5.00 percentage points [3] Service Complaint Data - The top five categories of service complaints were: - Internet services - Life and social services - Education and training services - Sales services - Cultural, entertainment, and sports services - Compared to Q1 2024, complaints in financial services, cultural, entertainment, and sports services, and public facilities services increased, while complaints in life and social services, internet services, and telecommunications services decreased [4] Specific Product Complaints - The top five product categories with the highest complaint volumes were: - Clothing - Communication products - Ordinary food - Shoes - Daily miscellaneous goods - Compared to Q1 2024, complaints regarding daily miscellaneous goods, shoes, clothing, and automotive parts increased, while complaints about ordinary food decreased [6] Specific Service Complaints - The top five service categories with the highest complaint volumes were: - Commercial internet services - Catering services - Mobile phone services - Training services - Remote shopping - Compared to Q1 2024, complaints in transportation, remote shopping, and education services increased, while complaints in accommodation and catering services decreased [6] Product Category Complaints - The leading categories of product complaints were: - Home electronics - Clothing and footwear - Daily goods - Food - Transportation tools - Compared to Q1 2024, complaints in clothing and footwear, and daily goods increased, while complaints in agricultural production materials decreased [8]
全国消协一季度受理投诉46万余件 3D眼镜另收费、共享单车乱扣费成重灾区
Bei Jing Shang Bao· 2025-05-08 03:19
Core Insights - The China Consumer Association reported a total of 461,767 consumer complaints in Q1 2025, representing a year-on-year increase of 33.33% [1] - The total economic loss recovered for consumers was 23.723 million yuan, with 585 complaints resulting in double compensation due to fraudulent behavior by operators [1] Complaint Categories - Contract issues accounted for 26.56% of complaints, followed closely by after-sales service at 26.07% and quality issues at 19.67% [1] - Complaints related to false advertising, safety, pricing, counterfeiting, personal rights, and measurement issues made up the remaining categories, with notable increases in false advertising, counterfeiting, and safety complaints compared to Q1 2024 [1] Types of Complaints - Product-related complaints totaled 245,964, making up 53.27% of all complaints, while service-related complaints were 190,382, accounting for 41.23% [1] - The top five categories for product complaints included home electronics, clothing and footwear, daily necessities, food, and transportation [1] Service Complaints - The leading service complaint categories included internet services, life and social services, education and training services, sales services, and cultural, entertainment, and sports services [2] - Specific issues in the film industry included difficulties in ticket refunds, mandatory purchase of 3D glasses, and discrepancies between ticket prices displayed and actual payment amounts [2] Transportation Complaints - Transportation-related complaints surged by 105.39% year-on-year, with key issues including lack of SMS notifications for successful train ticket reservations, arbitrary changes in aircraft types by airlines, and additional charges for seat selection [3] - Complaints also emerged in areas such as credit leasing, postpartum centers, online gaming account transactions, and after-sales services for electric vehicles [3]
一季度全国消协组织为消费者挽回经济损失23723万元
news flash· 2025-05-08 02:05
Core Insights - In the first quarter of 2025, the China Consumers Association reported a total of 461,767 consumer complaints, marking a year-on-year increase of 33.33% [1] - The organization successfully recovered economic losses amounting to 23.723 million yuan for consumers [1] Complaint Categories - The top five categories for product complaints included home electronics, clothing and footwear, daily goods, food, and transportation [1] - Compared to the first quarter of 2024, the proportion of complaints in clothing and footwear, as well as daily goods, has increased, while complaints related to agricultural production materials have decreased [1] Service Categories - The leading categories for service complaints were internet services, life and social services, education and training services, sales services, and cultural, entertainment, and sports services [1] - In comparison to the first quarter of 2024, there was an increase in the proportion of complaints in financial services, cultural, entertainment, and sports services, and public facilities services, while complaints in life and social services, internet services, and telecommunications services saw a decline [1]