无论是逛商场、点外卖、订酒店，还是在直播间买东西、网购大件，消费者总难免遇到各种问题：货不 对板、服务态度差、退款拖延、霸王条款、售后不作为…… 很多人想投诉，却不知道到底该去哪。 其实，投诉渠道分为两大类——线下渠道和线上渠道。每种消费场景都有对应的处理方式，只要找对入 口，维权并不复杂。 一、线下消费的投诉渠道 1. 商场和门店现场投诉 如果是在实体店购物、吃饭、娱乐或办卡，出了问题最直接的方式就是： 找店内负责人、 找商场客服 台、 找现场管理人员。例如： 服装店商品瑕疵、 餐厅食品问题、 美容院服务不到位、 线下小店拒绝 退换货。 2. 投诉连锁品牌总部 如果门店属于连锁品牌（如餐饮连锁、酒店集团），可以直接向品牌总部投诉： 官方客服热线、 品牌 官网"用户反馈"、 品牌微信公众号、 品牌App。 连锁品牌通常更重视口碑，处理速度也会更快。 3. 酒店类消费 酒店问题可以按情况分成两类： 线下入住付款 — 找酒店前台 + 总经理 + 品牌总部； 平台上预定（飞猪/携程/同程等） — 在旅游平台售后里直接发起投诉。 常见问题如脏乱差、设施损坏、酒店拒绝退订等，平台客服介入通常会比较快。 大多数门店都会给 ...

Core Insights - The China Consumers Association reported a total of 536,761 consumer complaints received in the third quarter of 2025, representing a year-on-year increase of 7.9% [1] - Out of the complaints, 274,427 were resolved, resulting in a total economic loss recovery of 236 million yuan for consumers [1] - The association also received 155,900 visits and consultations from consumers during the same period [1]

Core Viewpoint - Consumers often resort to complaints when facing issues like product quality, after-sales service, or refund disputes, but the efficiency of complaint handling varies across different platforms [1][2]. Group 1: Official Complaint Platforms - The most common official complaint channel is the national 12315 platform, which is overseen by the State Administration for Market Regulation and covers nearly all consumer areas [3]. - Complaints can be submitted via phone, website, app, or WeChat mini-program, but the process is formal and can take several days to weeks for feedback [4][3]. - For serious disputes involving significant amounts, 12315 remains the most reliable option, while urgent issues may require faster responses from social complaint platforms [5]. Group 2: Industry Regulatory Channels - Various industry regulatory hotlines exist for specific issues, such as 12300 for communication services and 12328 for transportation-related complaints [6]. - These channels are characterized by strong professionalism and targeted handling, but the overall process is similar to official systems, involving multiple steps that may delay resolution [7]. Group 3: Social Complaint Platforms - Black Cat Complaints, a widely used social complaint platform, offers a simpler, more transparent process with quicker responses [8][9]. - The platform allows consumers to submit complaints through its website, app, or WeChat mini-program, and it publicly displays the status and responses from companies [10][12]. - The public nature of complaints encourages companies to respond promptly to avoid negative publicity, leading to higher overall efficiency compared to traditional channels [15][17]. Group 4: Efficiency and Preparation - The speed of complaint resolution is closely tied to the completeness of the information provided by consumers [20]. - To enhance efficiency, consumers should retain complete evidence, clearly state the issue and desired outcome, and maintain rational communication [21][22]. Group 5: Conclusion - Each complaint platform has its strengths: official channels are authoritative, industry regulators are specialized, and social platforms like Black Cat Complaints are flexible and responsive [23]. - There is no universally "fastest" method for complaints; the best approach depends on the specific situation and desired outcome [25].

Incident Overview - A serious incident occurred at the Hilton Garden Inn in Suzhou, where a stranger entered a guest's room at night due to a front desk error in issuing room keys [2][4] - The guest, Mr. Sun, expressed strong anger over the hotel's negligence, citing both the key card error and a malfunctioning door lock as contributing factors to the incident [5] Hotel's Response - The hotel acknowledged the incident and stated that a specialized team is handling the situation, confirming that compensation will be provided, although the specific amount is not yet determined [4][5] - The hotel staff avoided answering questions about the cause of the incident during inquiries from the media [5] Consumer Complaints and Issues - Hilton has faced ongoing consumer complaints, with over 3,463 complaints reported on platforms regarding issues such as membership rights, cleanliness, and unauthorized account registrations [6][11] - Recent incidents include a guest being charged for not occupying a room due to a monitoring issue, raising concerns about privacy violations [7][8] Financial Performance - Hilton's Q3 2025 financial report showed mixed results, with total revenue of approximately $3.12 billion, a year-on-year increase of 8.82%, and a net profit of about $420 million, up 22.09% [12] - However, key performance indicators in the hospitality sector showed declines, with occupancy rates at 74.5%, down 0.5%, and RevPAR down 1.1% to $119.33 [12][15] - The U.S. market specifically faced challenges, with RevPAR declining by 2.3%, attributed to reduced international travel and unfavorable holiday arrangements [15] Regional Performance - The Asia-Pacific region showed relatively stable performance with an occupancy rate of 72.8%, a slight increase of 0.5 percentage points, while the Middle East and Africa region reported the highest growth in RevPAR at $109.77, up 9.9% [13][14]

Core Viewpoint - The effectiveness of consumer complaints often depends on avoiding common misconceptions and following proper procedures to ensure successful resolution [10] Group 1: Common Misconceptions - Misconception 1: Complaining without evidence leads to ineffective complaints, as lack of order numbers, payment records, or chat screenshots makes it difficult for complaint platforms to verify issues [2] - Misconception 2: Choosing the wrong complaint channel can result in delays and inefficiencies, as different issues require different authorities for resolution [4] - Misconception 3: Venting frustrations on social media does not initiate formal complaint processes, which are necessary for resolution [6] - Misconception 4: Relying on a single complaint method can lead to abandonment of the issue; utilizing multiple channels can enhance the chances of resolution [8] Group 2: Correct Practices - Correct Practice 1: Retaining transaction proofs, invoices, and communication records increases the likelihood of successful complaints [3] - Correct Practice 2: Identifying the type of issue and selecting the appropriate complaint channel can reduce waiting times and improve resolution rates [5] - Correct Practice 3: Submitting complaints through formal channels while expressing dissatisfaction on social media can help in addressing issues effectively [7] - Correct Practice 4: Employing a multi-channel approach, including official channels, third-party platforms, and legal avenues, can provide a comprehensive strategy for complaint resolution [9]

Core Viewpoint - The evolution of complaint mechanisms has transformed consumer habits and increased corporate responsiveness, with digital tools enabling quicker online complaints [1] Official Channels: Authority and Legal Protection - The most reliable complaint method remains through official platforms like the "12315" system, which offers legal validity and written responses for serious violations [2] Corporate Channels: Direct Communication but Varied Responses - Many consumers opt for direct complaint channels provided by companies, such as e-commerce platforms and banks, which can lead to quick resolutions but may also result in unsatisfactory responses depending on the company's attitude [3] Third-Party Complaint Platforms: Transparency and Public Pressure - Third-party complaint websites, like "Black Cat Complaints," have emerged as important tools for consumer rights, emphasizing transparency and public accountability, which can expedite problem resolution [4] Specialized Channels: Targeted Dispute Resolution - Certain industries have specific complaint channels, such as financial disputes to regulatory bodies or educational grievances to local associations, providing more specialized support [5] Overall Significance - The value of complaints extends beyond individual disputes, fostering long-term accountability for companies, particularly through public platforms that amplify consumer voices in the digital age [5]

Summary of Key Points Core Viewpoint - In the first half of 2025, consumer complaints in China increased significantly, indicating rising consumer dissatisfaction and highlighting areas for improvement in service and product quality [1][2]. Group 1: Overall Complaint Statistics - A total of 995,971 consumer complaints were received, representing a year-on-year increase of 27.23% [1]. - Out of these complaints, 509,655 were resolved, resulting in a total economic loss recovery of 452 million yuan [1]. - The number of consumer visits and consultations reached 330,000 [1]. Group 2: Nature of Complaints - After categorizing complaints, issues related to after-sales service were the most prominent, accounting for 26.47% of total complaints [1]. - Compared to the first half of 2024, complaints regarding counterfeits, safety, and false advertising increased, while complaints about after-sales service, quality, and measurement decreased [1]. Group 3: Product Category Complaints - Product-related complaints totaled 541,215, making up 54.34% of all complaints, with an increase of 8.79 percentage points compared to the same period in 2024 [1]. - The top five categories for product complaints included home electronics, clothing and footwear, daily goods, food, and transportation [1]. - The proportion of complaints related to clothing and daily goods increased compared to the first half of 2024 [1]. Group 4: Service Category Complaints - Service-related complaints amounted to 406,747, representing 40.84% of total complaints, with a decrease of 1.56 percentage points from the previous year [2]. - 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 [2]. - There was an increase in complaints related to financial services, education and training services, and sales services, while complaints about life and social services and telecommunications services decreased [2].

Group 1 - The core viewpoint of the article highlights the significant volume of consumer complaints in the Yangtze River Delta region, with a total of 314,826 complaints received in the first half of 2025, resulting in economic losses of 182.6973 million yuan being recovered for consumers [1] - The top five complaint categories identified 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] - Among all complaints, product-related complaints account for 56.33% (177,500 complaints), while service-related complaints make up 43.67% (136,400 complaints) [1] Group 2 - Complaint hotspots are primarily concentrated in sectors such as online shopping, education and training, smart products, tourism, emotional consumption, pets, cosmetics, and new energy vehicles [2] - In online shopping, major issues reported include significant discrepancies between actual products and their advertised representations, frequent occurrences of misleading short video promotions, and a rise in "dishonest" behaviors in emerging sectors [2] - Specific consumer complaints include receiving products that differ greatly from what was displayed, such as clothing materials, electronic product functionalities, and food ingredients, as well as issues with merchants failing to provide products on time or refusing to honor return policies for defective items [2]

Core Insights - In the first half of 2025, the National Consumer Association received a total of 995,971 consumer complaints, representing a year-on-year increase of 27.23% [1] - The association resolved 509,655 complaints, recovering economic losses of 452 million yuan for consumers [1] - The most prominent issue in complaints was after-sales service, accounting for 26.47% of total complaints [1] Complaint Categories - Product-related complaints totaled 541,215, making up 54.34% of all complaints, with an increase of 8.79 percentage points compared to the first half of 2024 [1] - Service-related complaints amounted to 406,747, representing 40.84% of total complaints, showing a decrease of 1.56 percentage points [1] - Other complaints accounted for 48,009, or 4.82% of the total [1] Product Complaint Details - The top five categories for product complaints were home electronics, clothing and footwear, daily goods, food, and transportation [1] - Compared to the first half of 2024, the proportion of complaints related to clothing and footwear, as well as daily goods, increased [1] Service Complaint Details - The leading categories for service complaints included internet services, life and social services, education and training services, sales services, and cultural and sports services [2] - There was an increase in complaints related to financial services, education and training services, and sales services, while complaints in life and social services and telecommunications services decreased [2] Specific Product and Service Complaints - The specific products with the highest complaint volumes were clothing, communication products, ordinary food, shoes, and daily miscellaneous items [2] - In terms of services, the top five complaint categories were commercial internet services, dining services, training services, mobile phone services, and remote shopping [2] - Notable increases in complaints were observed in transportation, education services, and performance services, while mobile phone services and accommodation services saw a decline [2]

Core Insights - In the first half of 2025, consumer complaints in China reached 995,971, marking a year-on-year increase of 27.23% [1] - The resolution rate for these complaints was 509,655, resulting in a total economic loss recovery of 452 million yuan [1] Complaint Categories - After categorization, after-sales service issues were the most prominent, accounting for 26.47% of total complaints [1] - Compared to the first half of 2024, complaints regarding counterfeits, safety, and false advertising increased, while complaints related to after-sales service, quality, and measurement decreased [1] Product Complaints - Product-related complaints totaled 541,215, representing 54.34% of all complaints, with an increase of 8.79 percentage points from the first half of 2024 [3] - The top five categories for product complaints were home electronics, clothing and footwear, daily goods, food, and transportation [3] - Notably, complaints regarding clothing and daily goods saw an increase compared to the previous year [3] Service Complaints - Service-related complaints amounted to 406,747, making up 40.84% of total complaints, which is a decrease of 1.56 percentage points from the first half of 2024 [3] - The leading categories for service complaints included internet services, social and life services, education and training services, sales services, and cultural, entertainment, and sports services [3] - There was an increase in complaints related to financial services, education and training services, and sales services, while complaints about social and life services and telecommunications services decreased [3] Specific Product Complaints - The top five specific product complaints were for clothing, communication products, ordinary food, shoes, and daily miscellaneous items [3] - There was a notable increase in complaints regarding daily miscellaneous items, shoes, and clothing compared to the first half of 2024 [3] Specific Service Complaints - The top five specific service complaints were for commercial internet services, dining services, training services, mobile phone services, and remote shopping [4] - There was a significant increase in complaints related to transportation, education services, and performance services, while complaints about mobile phone services and accommodation services saw a decline [4]