很多消费者都抱怨过：投诉过后没回应，或者迟迟得不到结果。其实，很多时候不是渠道没用，而是方 式出了问题。下面几个常见误区，往往决定了投诉的成效。 误区一：没有证据就去投诉 不少人一气之下马上打电话或提交投诉，但订单号、支付记录、聊天截图都没留存。缺乏证据，投诉机 构/平台也难以核实。 正确做法：保留交易凭证、发票、沟通记录，证据越完整，投诉成功率越高。 误区二：找错渠道 不少消费者遇到问题时，第一反应是"只要投诉，就去12315"。但实际上，不同问题对应的主管部门不 同，如果渠道选错，就容易被来回推诿，耗时又费力。比如： 金融纠纷：信用卡、贷款、保险理赔问题，更适合直接联系银行、保险公司，或通过银保监局投诉平台 【下载黑猫投诉客户端】提交，而不是找市场监管部门； 通信问题：像流量套餐自动续费、乱收费，应通过工信部12300投诉平台反映，处理效率更高； 教育培训：退费难、课程缩水，可以找属地教育局或消费者协会介入； 房地产和装修：涉及合同履约、质量纠纷，应联系住建部门，必要时还可寻求仲裁。 而对普通商品交易和服务纠纷，12315仍然是最主要的入口。但如果一股脑把所有问题都交给 12315， 不仅周期长，还可能因 ...

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]

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]

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]

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]

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]