Under the banner of "freshness", it is actually a pre-made dish; The star fashion brand that costs thousands of yuan is of extremely poor quality; Household appliances are "affordable and unaffordable", and consumers have suffered for a long time after ...... saleThe Nanfang** and Nanfang+"Consumption**" columns sort out the hot events of consumer complaints, and sort out the new trend of consumer complaints based on this.
Ready-made or prefabricated? Consumers are calling for the right to know
The girl sat alone at the dining table, in the middle of a table full of pre-made dishes, with a tablet talking to her parents**. "This is a pre-made New Year's dish for yourself during the New Year, which is delicious and has arrived at home. A few years ago, a print advertisement for prefabricated dishes on an e-commerce platform sparked controversy, and the seemingly warm picture actually implied a lot of sadness and helplessness. Netizens complained: "I don't reject pre-made dishes, but this advertisement is another person who celebrates the New Year and has to eat pre-made dishes." ”
During the Chinese New Year of Jiachen Dragon, with the launch of prefabricated New Year's dishes and Chinese New Year's Eve rice pre-made gift boxes of major brands, the topic of pre-made Chinese New Year's Eve rice has also become a hot topic of discussion. Despite its convenience, pre-made dishes are still controversial.
In less than 10 minutes after ordering, the dishes with complex cooking processes were served to the table, and customers lamented the high efficiency!
Merchants attribute this to the "** kitchen", but people in the industry know that this means "using pre-made dishes" as soon as they hear it.
The use of pre-made dishes has become common practice in the catering industry. With the development of fresh-locking technology and cold chain technology, the variety of prefabricated dishes is becoming more and more abundant, the technology is becoming more and more mature, the taste is good, and the nutrition is rich.
With the popularity of consumption, consumers are gradually clarifying the difference between pre-made dishes and cooking kits. But it still can't reverse the consumer stereotype of pre-made dishes. Consumers believe that they should inform in advance about the use of pre-made dishes in restaurants, especially for dishes such as Cantonese cuisine that require high freshness of ingredients, and consumers do not accept the use of pre-made dishes instead of freshly prepared dishes.
The prefabricated food industry should protect consumers' right to know" has been repeatedly mentioned. The hot spots of public opinion on consumer rights protection in the third quarter of 2023 released by the China Consumers Association include "consumers have hidden concerns about infringement due to the lack of transparency in the sales of prefabricated dishes".
It claims to be "freshly packed and cooked", but in fact it uses frozen meat filling. The topic of "Yuan Ji Yun Dumplings Using Pre-made Dishes" has attracted attention. Consumers are dissatisfied with the brand's "word game" with freshly made products as its selling point – it is indeed freshly packed, freshly cooked, and the filling is also freshly cooked, but frozen pork is used.
Naturally, it is impossible for the brand to kill pigs and chop meat on the spot. But if it is vague, it is counterproductive. As industry experts say, from the perspective of sustainable development, consumers should be informed whether the product is a pre-made dish and whether it is an "OEM" product, so that consumers' right to know is further protected. If the pre-made dishes are kept "veiled", it will make consumers more resistant.
The quality of the products sold on the live broadcast platform is uneven
Three-two-one, on the link! "In recent years, e-commerce live streaming has been very popular. As soon as the anchor shouted, everyone placed orders one after another, and the volume was amazing. However, the quality of goods purchased by consumers through e-commerce live streaming platforms is not satisfactory.
In the 2023 sampling report of the State Administration for Market Regulation, it can be seen that many commodity sales channels are major live broadcast platforms.
According to the 53rd Statistical Report on the Development of China's Internet Network, as of June 2023, the number of online live broadcast users in China has reached 76.5 billion people, an increase of 14.74 million from December 2022, accounting for 71 percent of the total number of Internet users0%。The short ** platform is deeply engaged in the field of e-commerce, trying to convert user traffic into commercial value.
With the vigorous development of short-** platform shopping, related consumer complaints are also increasing. One of the hot spots of consumer complaints in 2023 recently released by the China Consumers Association is live e-commerce.
Among them, the consumer complaints about live streaming of agricultural products are the most serious. Due to the characteristics of live e-commerce such as remote, virtual, and face-to-face transactions, and most of the agricultural products are fresh and perishable fresh foods, the information asymmetry between the two parties to the transaction can easily infringe on the legitimate rights and interests of consumers.
According to incomplete statistics, among the problems complained by consumers, they mainly involve false publicity, quality problems, inducement and violation of common sense.
False propaganda accounts for the largest proportion. At present, the usual practice of live streaming of agricultural products is to make up tragic stories of farmers, or create a simple image of rural and remote areas for hype and earn traffic. When selling agricultural products, they will deliberately exaggerate or fabricate the efficacy of the products, and even fabricate information such as the origin and characteristics of the goods, claiming that they are "wild" and "special products in mountainous areas", which are actually cultivated and artificial products.
The second is quality problems, which are mainly manifested in the presence of damage or decay when the consumer receives the product. Many businesses take advantage of the short shelf life of agricultural products and are not easy to store, and deliberately mix agricultural products with a short shelf life and not fresh in the products they sell. There are also some merchants who pack less or omit agricultural products, resulting in a shortage of goods.
The low cost performance of celebrity fashion brands has caused controversy
At the end of last year, Xue Zhiqian's ** brand down jacket failed to pass the sampling inspection, causing an uproar. This has been reported by the South**. Celebrity fashion brands that do not match the quality and price are beginning to be abandoned by rational consumers.
Celebrity fashion brands have repeatedly had accidents. At the beginning of this year, Bai Jingting's self-created trendy brand "goodbai" denim jacket failed to pass the sampling inspection, which attracted much attention. Previously, a netizen complained about Luhan's personal trendy brand Ug.The quality of the clothes of c means that "1500 yuan of clothes, there are threads everywhere, the lathe is poor, there are broken threads everywhere, and the estimated cost of one piece can only go to 60 yuan", the netizen's remarks sparked heated discussions.
Ouyang Nana's self-created brand nabi has also been mired in controversy. 988 yuan a bathrobe, 988 yuan a set of pajamas and 168 yuan 2 pairs of white cotton socks, the design is mediocre, the material is not advanced, the composition is mainly polyester fiber, but the price is high, and fans complain about the "sky-high price".
In addition to low cost performance, celebrity fashion brands are also caught in a plagiarism storm, and some netizens said that the clothes designed by a certain brand are very similar to many Japanese brands in terms of style and version.
With the rise of "Generation Z", the consumption of trendy clothing is booming. Under this opportunity, the team of celebrity fashion brands is growing, however, most of the celebrity fashion brands still pursue "traffic thinking", rubbing off the fame of traffic stars, entrusting the team to operate in the form of outsourcing, and I am not actually deeply involved in the design and production of products. Therefore, many brands are "anticlimactic", which attracted attention at the beginning of their launch, but it is difficult to continue.
It is not difficult to predict that in the future, more bubbles of celebrity fashion brands will be "punctured".
It is difficult to sell home appliances after sale, and you can't afford to buy them
In the hot summer, Ms. Li from Foshan recently purchased a certain brand of air conditioner, but it has not been able to achieve the expected cooling effect. "From 8 a.m. to 12 noon, it can only stay at about 25 degrees. She contacted the after-sales customer service of the merchant and the brand company for maintenance many times, and after the after-sales inspection to the scene, she said that Ms. Li's air conditioning equipment was all right, but Ms. Li was not satisfied with it.
This is a case of consumer complaints to the South last year. Similar complaints are not uncommon, involving multiple well-known brands of home appliances.
After the report was released, many consumers said that they had similar experiences with Ms. Li. "It was difficult to contact the human customer service, and the robot customer service replied that the bull's head was not the horse's mouth. There are also consumers who lament that "they can't afford to buy and use", and they are temporarily told that they will be charged upstairs fees when they deliver the goods, that there are many additional items during installation and that the materials are expensive, and that they will be charged for demolition and other problems.
Big brands also have official after-sales teams, and some small and medium-sized brands rely on third-party maintenance agencies to provide after-sales service.
The difficulty of after-sales of household appliances and the opaque service charging standards have always been the "old and difficult" problems in the industry. Since last year, it has received widespread attention, and many provincial consumer councils have conducted in-depth investigations.
The reason why it is difficult to avoid many "pits" in home appliance maintenance is related to the long-term opaque information in this industry, the lack of charging standards, and the proliferation of "black maintenance". There are certain professional barriers to technical problems in the home appliance industry, and ordinary consumers can't figure out the doorway, so they can only become "meat on the chopping board". In addition to the lack of transparent information, the lack of a unified charging standard in the industry has also "dug a hole" for the problem of a variety of costs generated in maintenance.
The consumption of clothing, shoes and hats is a constant problem
ZARA's denim shorts are unqualified, Yinman and other brands of down jackets are unqualified, and Bosideng's down jackets are all broken ...... goose down after washingIn 2023, Nanfang** has reported a number of unqualified sampling inspections in the field of clothing, shoes and hats.
Clothing, footwear and hats are the most basic consumer needs of consumers and have always been a hot area of consumer complaints. The China Consumers Association released an analysis of the complaints accepted by the National Consumers Association in 2023, naming the quality problems of clothing, shoes and hats. Among them, it is mentioned that the complaints about clothing, shoes and hats remain high, and there are problems such as breakage, glue opening, and color fading on the inside of shoes in a short period of time after purchase, which affects the normal wear and use of consumers; Clothing has a peculiar smell or fades during the washing process**, and causes problems with staining other clothing. According to the Black Cat Big Data Center, there will be nearly 5,000 complaints involving the quality of clothing, shoes and hats on the Black Cat complaint platform in 2023.
On the whole, the consumption of clothing, shoes and hats shows a trend of continuous old problems and new problems. New problems include the fact that some high-quality products are not high in fabric strength, poor viscosity, unstable accessories, and difficult maintenance in the later stage.
Consumers also complained about publicity issues, such as untrue descriptions of the fabric composition and origin of clothing, shoes and hats; In addition to the composition and origin of fabrics, merchants also falsely label or label inaccurately the style, color, and size of clothing, shoes and hats, which misleads consumers; Some merchants deceive consumers by false means such as raising prices first and then discounting or lowering prices.
In addition, after the implementation of the "new national standard", many products have not had time to be updated. Due to non-compliance with the latest national standards, consumer complaints concentrated in the field of down jackets have also increased.
After the problem emerged, consumers generally reported that it was difficult to protect their rights. It is not easy to protect consumer rights in the field of clothing, shoes and hats, and many consumers only find the problem after wearing it for a period of time, because of consumers' personal use habits, environment and other factors, it is difficult to define whether it is a product quality problem or improper use by consumers. Merchants and consumers are generally at loggerheads. In addition, the unit price of clothing, shoes and hats is low, but the cost of obtaining evidence such as authenticity identification and material testing is high. Generally speaking, consumers still pursue the principle of "forbearance for a while".
Under the silver economy, the consumption of the elderly has attracted attention
Grandpa, how is your health lately? Every weekend, "Xiao Chen", who is very familiar with Uncle Zhou, will come to visit him with fruits, and at the same time do not forget to promote his own products. "Health care products**" is a commonplace topic, and Uncle Zhou naturally knows it. But what "Xiao Chen" brought this time was a high-tech health care device, which made Uncle Zhou excited and took the initiative to pay for it in a few words.
The increase in the size of the elderly population and the increase in the consumption demand and consumption capacity of the elderly have brought great potential for the development of the silver economy. However, in the rapidly expanding market of products and services for the elderly, some criminals have also jumped out to seize the needs of the elderly, and captured the "wallets" of the elderly with unworthy products and exaggerated publicity, and consumer complaints in related fields are increasing.
Judging from the complaints accepted by the National Consumer Association in the past two years, the hot spots of consumer complaints among the elderly are mainly concentrated in health, leisure, financial management, helping the elderly, daily life, etc., and health care products, investment and financial products, and low-cost tourism are the areas where the elderly are most likely to be deceived.
Based on the content of complaints and public opinion monitoring, the questions about the consumption of the elderly are mainly concentrated in the following aspects:
First, the problem of health care product consumption is prominent. Some health care products are suspected of false advertising, packaging flour and other ingredients with no actual effect as "miracle medicines"; There are even some unscrupulous businesses that add illegal drugs to health care products, causing harm to consumers' health; Some salesmen sell in the form of ** and door-to-door sales, promising to be dissatisfied with the return, in fact, consumers often have no way to return the goods, and it is difficult to protect their rights after sale.
Second, the problem of online consumption is frequent. Online consumption is also gradually becoming popular among the elderly, and some of the app operators are not in place to adapt to the elderly, hindering the smooth consumption of the elderly; The merchant is suspected of false publicity, taking advantage of the cognitive degradation of the elderly and poor identification ability, and selling fake and shoddy products; The development of some new products lacks correct value orientation, induces recharge, and elderly consumers have no way to protect their rights.
Third, consumer complaints about smart products remain high. The consumption of smart products by the elderly group is mainly concentrated in household appliances and digital products. The quality of some smart home appliances is uneven, and there are potential safety hazards; Smart home appliances are not intelligent, there is a lack of unified standards in the industry, they cannot be interconnected with each other, and the elderly are not able to use them smoothly; The after-sales service cycle is long, the maintenance personnel are not skilled, and the highest level is high, and consumers encounter "maintenance assassins".
Clothing, shoes, hats and electric carsThe sampling failure rate is high
By taking stock of the product sampling data released by the State Administration for Market Regulation and the provincial and municipal market supervision administrations in 2023, the "Consumption ** Station" column sorted out the list of some companies that have been on the product sampling blacklist for many times and the reasons for being on the list. Among them, 3 companies in the clothing, shoes and hats industry are on the list, 3 companies are on the list in the electric vehicle industry, 2 companies are on the list in the health food industry, 1 company is on the list in the home appliance industry, and 1 company is on the list in the food industry. From the list listed, it can be found that clothing, shoes, hats and electric vehicles belong to the high-incidence areas of unqualified sampling.
Clothing, shoes and hats belong to daily consumption, with high consumption frequency, many brands, and a high failure rate in various spot checks. Unqualified footwear items generally involve the lower limit of hook length, longitudinal stiffness, hook hardness and color fastness to friction of lining and inner pad; Unqualified items in the clothing category generally involve color fastness to perspiration (grade), fiber content, pH value, etc. The failure rate of clothing products is generally higher than that of footwear.
In recent years, the sales of electric vehicles have been rising, and in the past two years, the annual sales volume has reached 40 million, corresponding to the increase in electric vehicle manufacturers, and the development of the industry is mixed. On the whole, the unqualified items of electric vehicle sampling mainly involve - speed limit: more than 25km h; Vehicle mass: more than 55kg; Electrical installations: absence or deterioration of protective functions; Electric vehicle charger: the safety protection function is unqualified. The failure rate of electric vehicles is so high, mainly because dealers modify to meet consumer needs. However, this also reflects the lack of supervision of dealers by brands.
Southern ** reporter Huang Xiaoyun.
Co-ordinator: Yao Chong.