1月8日，上海市消保委发布了上海市2025年投诉情况通报。统计显示，2025年上海市消保委共处理消费者投 诉 【下载黑猫投诉客户端】321142件，投诉类别包括商品类投诉和服务类投诉，投诉性质涉及合同问题、 售后服务问题、质量问题等。 值得注意的是，网购投诉、共享单车投诉、美容护肤服务相关投诉、盲盒及抽卡相关投诉同比增长明显。其 中，共享单车相关投诉的增长情况最为突出，达7197件，同比激增74.5%。 01. 投诉总量中超六成系商品类投诉 根据上海市消保委统计的2025年投诉数据，2025年（统计时间为2024年12月21日至2025年12月20日），上海 市消保委共处理消费者投诉321142件，按投诉类别分，商品类投诉206691件，占投诉总量的64.3%。服务类 投诉114451件，占投诉总量的35.7%。 其中，在商品类投诉中，服装鞋帽、家居用品、家用电器的投诉最多，居商品类投诉的前3位，投诉量分别 为43571件、35655件和17401件。 网购投诉占比高 服装鞋帽、家居用品投诉量居前 网购投诉是消费者投诉的重点，投诉量为172221件，同比增长34.8%。其中服装鞋帽、家居用品类的投诉量 位居前 ...

【#平台回应网购贵金属乱象#：已收到多条投诉，将全面核实调查】近日，@封面新闻 记者调查发 现，火热的网购贵金属市场背后问题频发，众多消费者投诉 【下载黑猫投诉客户端】假银条充斥市 场、商家延迟发货"打时间差"等问题。天津张女士#10万元白银订单延迟发货亏损3万# ，商家却称"不 发货更划算"；长春杨先生吐槽#网购100克银条转手变铜锌合金# ，商家还跑路了。对此，涉事平台相 关工作人员对@封面新闻 记者表示，目前已收到多位消费者的投诉反馈，接下来会对涉事商家展开全 面核实调查。对于经核查确认存在违规违法行为的商家，会严格按照平台规则及相关法律法规从严处 置，包括采取下架违规商品、关停店铺账号、扣除商家保证金等措施外，还会将相关线索上报至市场监 管部门，配合监管部门开展后续查处工作。 ...

为什么购物前需要查看投诉信息？ 很多消费者遇到问题后才想起维权，往往过程曲折、耗时耗力。实际上，在消费决策阶段就关注商家投 诉记录，可以提前识别风险商家，避免后续纠纷。尤其在一些促销节点，如"618""双11"期间，商家营 销活动密集，但也可能出现服务缩水、发货延迟、价格套路等问题。如果消费者能提前通过公开投诉平 台了解该商家往年大促期间的投诉集中点，就能有针对性地规避风险，或提前与商家确认售后政策，保 障自身权益。 目前，常见的消费风险主要集中在几个方面：一是商品与描述不符，尤其在服装、数码产品领域较为常 见；二是发货及物流问题，如超时发货、虚假发货、物流停滞等；三是售后服务响应慢，退换货流程复 杂；四是预付卡、会员制消费中商家单方面变更规则或停止服务。这些问题如果能在消费前被识别，很 多纠纷其实可以避免。 随着电商行业高速发展，网购已深入人们日常生活的方方面面，从日常用品到家电数码，几乎都能在线 完成购买。然而，便利的同时也带来了消费风险的增加：虚假宣传、商品质量问题、售后拖延、退换货 困难等现象屡见不鲜。如何在购物前就识别潜在风险，避免踩坑？除了查看商品评价和店铺评分，越来 越多的消费者开始习惯在付款前 ...

Core Viewpoint - Consumers can effectively protect their rights through various complaint channels when facing issues with companies, ensuring timely responses and resolutions [1][15]. Group 1: Complaint Channels - **In-App Customer Service**: The fastest and most direct method for resolving issues within specific apps or platforms, such as e-commerce, food delivery, and travel services [3][4]. - **National 12315 Platform**: The most authoritative official complaint channel, suitable for serious issues like product quality problems and false advertising [5][6]. - **Industry Regulatory Hotlines**: Specialized hotlines for specific industries, providing higher efficiency in handling complaints related to telecommunications, transportation, and product quality [7][8]. Group 2: Alternative Complaint Platforms - **Black Cat Complaints**: A social platform that offers transparency and quick feedback, ideal for unresolved issues with companies [9][10]. - **Consumer Associations**: A more gentle mediation approach for disputes that can be resolved through communication, such as service attitude disagreements [12][13]. - **Legal Recourse**: The last resort for serious issues involving fraud or significant financial loss, allowing consumers to seek legal assistance [14]. Group 3: Summary of Complaint Process - The complaint process is straightforward, with a recommended order of channels to follow: In-App Customer Service → Platform After-Sales Intervention → Industry Hotline (if applicable) → 12315 → Black Cat Complaints → Consumer Association/Legal Action [15][16].

Group 1 - The core viewpoint of the articles highlights the various deceptive practices in online shopping platforms, including hidden fees and price manipulation, which undermine consumer trust and regulatory effectiveness [1][2][3] Group 2 - The first article discusses the issue of hidden fees in online ticket purchasing, where consumers often end up paying more than expected due to additional charges that are not clearly disclosed [1] - The second article addresses the unauthorized price adjustments made by platforms, which disrupt the pricing autonomy of merchants and negatively impact both merchants and consumers [2] - The third article focuses on the misuse of AI models in e-commerce, where businesses create misleading representations of products, leading to consumer dissatisfaction and potential legal repercussions [3]

Group 1 - The core viewpoint emphasizes the increasing complexity of consumer scenarios in online shopping, training, dining, and beauty services, alongside persistent issues such as difficult returns, merchant unavailability, and false advertising, leading to potential financial losses for consumers [1] Group 2 - Verification of merchant qualifications and transparency of information is crucial before making payments. Consumers should check for business licenses, actual operating addresses, and after-sales contact information. Relevant authorities like the State Administration for Market Regulation and the National Enterprise Credit Information Publicity System are recommended for verification [1] Group 3 - Consumer feedback serves as a valuable reference for assessing a company's service quality. However, due to the prevalence of fake reviews and rating manipulation, it is advisable to cross-reference multiple sources, including consumer complaint platforms like "Black Cat Complaints," to gauge the frequency of issues and the company's responsiveness [2] Group 4 - Attention to detail in contracts, terms, and refund policies is essential to avoid disputes. Many consumer conflicts arise from overlooked clauses in contracts, particularly in service industries. Consumers should carefully read terms related to validity, refund conditions, and after-sales support before signing [3] Group 5 - In case of disputes, the appropriate resolution method should be chosen based on the nature of the issue. For minor refunds or shipping problems, platforms can be used for complaints. For unresolved issues, third-party platforms like Black Cat Complaints can be utilized, while illegal activities should be reported to consumer rights platforms or local market regulation departments [4] Group 6 - Rational consumption is about making informed decisions rather than fostering suspicion. By verifying merchant information, understanding past complaints, and comprehending contract terms, consumers can significantly mitigate risks. Taking a few extra minutes to validate information can save not only money but also time and peace of mind [5]

Group 1: E-commerce Disputes - Online shopping has become a mainstream consumption method, leading to issues like delayed refunds and false advertising, which require efficient resolution channels [1] - For small disputes, third-party platforms are recommended for quick feedback and resolution [1] Group 2: Dining and Travel Issues - Problems in dining and travel, such as unsatisfactory hygiene or unexpected price increases, necessitate a dual approach of local mediation and platform pressure for timely resolution [2] Group 3: Financial and Investment Complaints - Financial consumer issues, including bank investments and insurance claims, often involve significant amounts and require intervention from specialized regulatory bodies to address professional barriers [4] Group 4: Telecommunications Complaints - Common issues in telecommunications, such as unexpected charges and service interruptions, are best addressed by directly contacting industry regulatory departments for efficient resolution [5] Group 5: Multi-Field and Cross-Scenario Issues - Some complaints span multiple sectors, such as property management disputes, which may require a comprehensive approach involving various departments [9] Group 6: Recommended Channels for Complaints - For e-commerce disputes, consumers should first utilize the platform's after-sales service, followed by filing complaints through Black Cat Complaints or the 12315 hotline for larger issues [6][3] - In dining and travel, local consumer associations and tourism departments should be contacted for mediation and resolution [7] - Financial complaints should be directed to the China Banking and Insurance Regulatory Commission via their hotline or online submission [8] - For telecommunications issues, consumers are advised to use the Ministry of Industry and Information Technology's complaint platform or hotline [11] Group 7: Key Considerations for Effective Complaints - Keeping evidence of transactions and communications is crucial for successful claims [10] - Precise articulation of complaints is necessary to avoid ambiguity [10] - Multiple channels can be used simultaneously for complaints, ensuring consistent information [10] - Consumers should be cautious of third-party services that charge fees for assistance, as legitimate channels do not require payment [10]