（来源：天津日报） 在上述投诉中，若根据投诉性质分类，消费者投诉占比最高的是售后服务问题，占全部投诉的 26.09%，其次是虚假宣传问题，占比达21.34%。若根据商品和服务类别分析，所有投诉中，商品类投 诉为2603件，占总投诉量的30.82%，其中交通工具类投诉占比最高；服务类投诉为5230件，占总投诉 量的61.93%，其中教育培训服务类投诉占比最高。 转自：天津日报 【重灾区一】售后服务问题 本报讯（记者 万红）昨天，天津市消协发布了2025年我市消协系统受理投诉情况分析。根据"全国消协 智慧315"平台（https://xx315.cca.org.cn/）统计，2025年天津市消协系统共受理消费者投诉 【下载黑猫 投诉客户端】8445件，为消费者挽回直接经济损失770余万元。 天津市消协相关工作人员介绍，2025年消费者投诉的售后服务问题主要集中在经营者不履行7天无理由 退货义务，超过约定维修期限仍未修好商品，对应承担的售后责任推诿、拖延等。 案例：2025年2月，消费者刘先生投诉称，其接受天津市河西区旭日鸿鹏发装饰设计中心房屋装修服 务，在保修期内卫生间出现漏水问题，要求经营者履行售后保障服务，经 ...

（来源：劳动报） 如消费者曹先生投诉称，其通过某电商平台购买一款徒步鞋，收货后发现两只鞋鞋面均有折痕，怀疑商家销售二手商品。 二是受低温天气影响，空调、热水器等消费投诉有所增多。假日期间，涉及家用电器类消费纠纷有822件。其中受降温影响，市民反映空调、燃气热水器、 电取暖器等产品制热防冻效果不佳、经营者发货延迟、售后维修无果等方面问题有所增多。 如消费者吴先生投诉称，近期他购买的地暖设备频繁出现自动关闭、报错等情形，向客服多次反映却无果。消费者王先生投诉称，其通过某电商平台购买一 台立式空调，商家宣称现货速发，平台亦承诺48小时内发货，但消费者购买至今已逾一周时间，商家仍未发货。 目前，上述投诉举报均已转派各区市场监管部门核查处理。 转自：劳动报 1月3日，上海市市场监管局介绍，2026年元旦假期，上海市市场监管局投诉举报系统共受理消费者投诉 【下载黑猫投诉客户端】10511件（同比增幅 4.3%）、登记举报3931件（同比增幅2.1%）、解答各类咨询37902件，其中服装鞋帽、食品、化妆品、家居用品、家用电器、通讯产品等诉求量居前。 一是线上消费诉求占比较高，服装鞋帽、食品、化妆品等诉求量相对集中。假日期间 ...

Core Insights - Derma, a small appliance brand known for OEM partnerships with Xiaomi and Philips, is undergoing significant adjustments due to declining performance and market challenges [1][4][10] Financial Performance - In Q3 2025, Derma reported a net profit of 20.04 million yuan, a 44.34% decrease year-on-year, with main revenue of 699 million yuan, down 10.26% [4][5] - For the first three quarters of 2025, total revenue was 2.384 billion yuan, a slight decline of 0.63%, while net profit was 88.72 million yuan, down 14.66% [4][5] - The overall trend shows a persistent decline in profitability, with net profit for 2023 at 109 million yuan, nearly halving from 191 million yuan in 2022 [6] Business Adjustments - Derma has dissolved its Suzhou team, affecting nearly 100 employees, as part of a strategic shift to enhance resource allocation and focus on core R&D capabilities [1][3] - The Suzhou operations primarily handled cleaning products, which have been reported to be loss-making, prompting the need for strategic adjustments [2][3] Market Competition - The small appliance industry is experiencing intensified competition, particularly from leading companies like Ecovacs and Roborock, which poses significant challenges for Derma [1][3] - Derma's market position is described as that of a smaller player compared to its competitors, indicating a need for strategic realignment to remain competitive [3] Shareholder Actions and Governance Issues - The second-largest shareholder, Shanghai Panmao, has initiated a significant share reduction, selling 14.39 million shares, which has negatively impacted Derma's stock price [10] - Governance concerns have arisen following regulatory warnings issued to the chairman and vice president for violations of securities laws, highlighting potential issues in corporate governance [11] Consumer Complaints and Quality Issues - Derma faces increasing consumer complaints regarding product quality and after-sales service, with 12 recent complaints reported, some related to safety and service obligations [14][15] - The company’s handling of consumer disputes has been criticized for being unresponsive or dismissive, which could harm its brand reputation if not addressed [15]

Core Viewpoint - The article outlines various consumer complaint channels available in China, emphasizing the importance of selecting the appropriate channel to effectively address issues with businesses [1]. Group 1: Official Complaint Channels - The national 12315 platform is highlighted as a key official complaint channel, offering a structured process for consumers to submit complaints, which are then forwarded to local market supervision departments [2]. - The 12345 government service hotline provides a unified access point for consumers to report issues, streamlining the complaint process across various departments [2]. Group 2: Industry-Specific Channels - Industry regulatory bodies, such as the China Banking and Insurance Regulatory Commission (CBIRC) and the Ministry of Industry and Information Technology (MIIT), offer specialized complaint channels that provide more efficient and knowledgeable handling of sector-specific issues [3]. - For example, the CBIRC's 12378 hotline is dedicated to financial consumer disputes, while the MIIT's 12381 center addresses telecommunications service complaints [3]. Group 3: Third-Party Social Supervision Platforms - Third-party platforms like Black Cat Complaints have gained popularity for their convenience and transparency, allowing users to submit complaints quickly and track their progress in real-time [4]. - These platforms also publish monthly "red and black lists" of companies based on complaint volume and resolution rates, creating public pressure for businesses to address consumer concerns [4]. Group 4: Choosing the Right Complaint Channel by Industry - For e-commerce issues, consumers are advised to use third-party platforms like Black Cat Complaints in conjunction with the 12315 platform for dual protection [5]. - In the financial services sector, the CBIRC's 12378 hotline is recommended as the most authoritative channel for resolving disputes [5]. - The MIIT's 12381 channel is deemed the most effective for telecommunications complaints, while Black Cat Complaints is also suggested for automotive issues [6]. Group 5: Improving Complaint Handling Efficiency - Consumers are encouraged to prepare comprehensive evidence, including contracts and communication records, to expedite the complaint process [7]. - Clear and specific problem descriptions are essential for effective communication with complaint channels [8]. - Selecting the most appropriate complaint platform based on industry characteristics can significantly enhance resolution efficiency [9]. - Maintaining a rational and objective communication style is crucial for facilitating problem resolution [10]. Group 6: Summary - The article concludes that the variety of consumer complaint channels in China creates a multi-layered and comprehensive system for consumer rights protection, with platforms like Black Cat Complaints offering unique advantages in terms of ease of use and responsiveness [11].

Core Viewpoint - The article emphasizes the various complaint channels available for consumers facing issues in both offline and online shopping experiences, highlighting that knowing the right channel can simplify the process of consumer rights protection [1]. Offline Complaint Channels - For in-store purchases, the most direct complaint methods include contacting the store manager, customer service desk, or on-site management personnel [2]. - Most stores typically offer refund, exchange, or compensation solutions, and it is important for consumers to keep receipts, videos, and photos as evidence [3]. - For chain brands, complaints can be directed to the brand headquarters through official customer service hotlines, brand websites, or social media platforms [4][5]. - Hotel-related issues can be addressed by contacting the hotel front desk, general manager, or brand headquarters, depending on whether the booking was made directly or through a travel platform [6][7]. Online Complaint Channels - Online shopping platforms provide a variety of complaint options, with internal complaint processes being the most common and direct method [8][9]. - For issues arising from live-stream shopping, consumers can submit complaints through the purchasing platform's app or report violations to platform customer service [10]. - For app-based services like food delivery or ride-hailing, complaints can be made directly within the app, which often leads to quick responses [11]. General Complaint Platforms - The national 12315 platform is the most authoritative channel for various consumer issues, including false advertising and refusal to refund [12][13]. - Different consumer problems have dedicated regulatory departments, such as 12300 for telecommunications and 12328 for transportation, which typically handle complaints efficiently [14]. - Social complaint platforms like Black Cat Complaints offer a transparent process for consumers to report issues, with public responses from companies, which can expedite resolution [15][16]. Summary - There are numerous complaint channels available for consumers, including offline options like store managers and customer service, online platforms for e-commerce and live-stream shopping, official channels like 12315, and third-party platforms like Black Cat Complaints [17]. - Keeping evidence and selecting the appropriate channel can lead to the resolution of most consumer disputes [18]. - The process of protecting consumer rights is framed as a means to enhance consumer confidence and encourage better business practices [19].

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]