Three days before the Spring Festival holiday in 2024, the complaint and reporting system of the Municipal Market Supervision Bureau accepted a total of 5,005 consumer complaints (a year-on-year increase of 7.).9%), 1,017 cases were registered and reported, of which food (984 cases), clothing, shoes and hats (765 cases), sales services (439 cases), household goods (368 cases), computer products (364 cases) and other complaints were the highest. In addition, the market supervision ** platform answered 9,509 pieces of consultation information for the public.
The number of lawsuits involving food and other consumption is the highest, and the number of complaints about Chinese New Year's Eve meals has decreased year-on-yearThree days before the long holiday, the system accepted 984 food complaints (including 359 food safety problems reported by consumers), ranking first among all appeal categories. Among them, 19 consumer appeals related to Chinese New Year's Eve meals (a year-on-year decrease of 14 cases), mainly reflecting Chinese New Year's Eve meal ordering disputes, delivery delays, and poor dishes. For example, consumer Zhuang said that when he bought a Chinese New Year's Eve meal ** service in a restaurant, the store served the food slowly, the service attitude was poor, and the on-site communication was fruitless.
Online consumption demands are still active, and the popularity of online shopping and live streaming continues unabatedIn the first three days of the long holiday, online consumer appeals accounted for more than eighty percent of the total number of appeals, consumer complaints showed the characteristics of online trends, and consumer disputes such as e-commerce online shopping, live streaming, short ** delivery, and social e-commerce continued to grow, and related consumer rights protection claims remained active. For example, Ms. Liu, a consumer, said that she bought a certain down jacket in the live broadcast room of an e-commerce platform (the anchor claimed that its down filling volume reached 200 grams), but after receiving the goods, she found that the "down jacket" was not marked with relevant labels, and it was suspected to be a cotton clothing.
The after-sales service problem is relatively concentrated, and the operator's holiday customer service still needs to be improvedIn the three days before the long holiday, the complaints accepted by the system involve the after-sales service, product quality, contract performance, advertising and other aspects of the operator, of which the after-sales service of the operator accounts for nearly 40%, mainly reflecting the platform customer service shirk, door-to-door maintenance is not timely, and the three-guarantee service is not performed. For example, consumer Su said that when he bought a piece of children's clothing on an e-commerce platform, the merchant shipped the wrong size, but he was pushed to contact customer service.
At present, the above-mentioned complaints and reports have been transferred to the market supervision departments of various districts for verification and handling.
Contributed by: Complaint and Reporting Center of the Municipal Bureau.
Here are the highlights.