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2025年度娱乐票务领域投 诉数据报告》，通过投诉数据盘点2025年行业趋势、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。 全年电商领域投诉近170万单 2025年黑猫投诉平台共收到电商相关投诉1673402单，较2024年上涨30.73%，全年两个投诉峰值分别出 现在618大促期间及双十一大促期间，受各平台大促节奏影响明显。 单月最高点出现在6月，6月黑猫投诉平台累计收到电商相关投诉16.9万单。 单日最高点则出现在9月9日，小芒电商平台出售的某艺人杂志出版方在杂志开售后未能兑现开售前承诺 的各项福利，引发粉丝群体不满，当日黑猫投诉共收到电商相关投诉8343单，较前一日暴涨112%。 电商投诉典型问题 从投诉问题来看，电商投诉主要问题仍集中在以下几个方面：一是售后态度差，消费者遇到问题时往往 得到客服的敷衍处理，还有许多平台人工客服难寻，AI客服系统又不能较好理解消费者诉求，消费者 耗费大量时间精力在"转人工"上；二是货不对板、产品质量差，直播间的滤镜和打光呈现出的效果与消 费者收到的实物大相径庭，质量也未能达到详情页中宣传的水 ...

Core Insights - The total number of valid complaints on e-commerce platforms in November 2025 reached 148,834, marking a 6.99% increase compared to October [5][10] - Douyin Mall had the highest number of complaints in November, while Taobao Mall had over 30,000 complaints with a response rate of zero [6][11] Complaint Volume and Response Rates - Douyin Mall: 41,860 complaints, 99.96% response rate [6] - Taobao Mall: 31,974 complaints, 0% response rate [6] - Pinduoduo: 28,709 complaints, 71.92% response rate [6] - JD Mall: 22,771 complaints, 33.52% response rate [6] - Other platforms like Kuaishou and Dewu had high response rates, with Dewu at 100% [6][11] Peak Complaint Days - Complaints peaked on November 11 and 12, with nearly 6,000 complaints filed on those days [5][10] Main Complaint Issues - The most common complaint issues included: - Customer service problems: 39.44% - Refund issues: 16.35% - Incorrect goods: 13.04% - False shipping or non-shipping: 12.50% - Damaged goods: 8.72% - False advertising: 6.71% [9][12]

Core Insights - The report reveals significant consumer complaints in the e-commerce sector, highlighting issues such as refund disputes, product quality, and after-sales service [8][9][10]. Overall Data - The top complaint types include refund issues (17.59%), product quality (7.08%), and after-sales service (5.32%) [10]. - Complaints are concentrated in Guangdong Province (21.84%) and Zhejiang Province (9.11%) [13]. - The gender distribution of complaints shows a predominance of male users at 77.05% compared to 22.95% for female users [16]. - Most complaints involve amounts ranging from 0 to 50,000 (42.58%) and 0 to 100 (14.96%) [20]. Rating Data and Typical Cases Digital Retail - The top platforms for complaints include Pinduoduo and Douyin E-commerce, with issues such as delayed shipments and counterfeit products [28][31]. - The report lists 16 platforms recommended for ordering, including Tuhu Car Maintenance and Vipshop, while 11 platforms, including Xiaohongshu, are advised against [23][24]. Digital Life - The top complaint platforms in this category are Meituan and Qunar, with issues related to inadequate after-sales support and false advertising [53]. - The report identifies 7 platforms recommended for ordering, including Luban Home and BOSS Zhipin, while 3 platforms, including Feizhu, are advised against [53][54]. Cross-Border E-commerce - The top complaint platforms include AliExpress and Shiji, with complaints about product issues and after-sales service [2]. - The report emphasizes the need for improved service and regulatory oversight to enhance consumer experience in the e-commerce industry [2].