(Reporter Huang Hongtao) After the "double 11" concentrated promotion, related consumer complaints followed. A few days ago, the Consumer Complaints and Public Opinion Analysis Report of double 11 in 2022 issued by Jiangsu Consumer Protection Committee (hereinafter referred to as the report) pointed out that the price of "double 11" coupons is more expensive, the price protection routine is deep, and the product quality is difficult to guarantee.
From October 24th to November 17th this year, Jiangsu Consumer Protection Committee received 310 complaints about rights protection during the "double 11" period, involving publicity, pre-sale, price, express logistics and product quality. During the monitoring period, the information of "consumer rights protection" showed a curve fluctuation trend, and the amount of information reached a peak of 3294 on November 11.
The report pointed out that there were many problems in the promotion and pre-sale of "double 11". During the monitoring period, 8,769 pieces of public opinion information about the promotion and pre-sale were collected, of which 752 pieces were the most on November 11th.
Some consumers have reported that the price of "double 11" coupons is more expensive than usual. For example, consumer Mr. Wang told Jiangsu Consumer Network that he bought a brand of cat food online on October 7 and paid 193 yuan at that time. On the first day of "double 11" promotion, when he bought it again, he found that he needed to pay 212.9 yuan, which was nearly more expensive than before in 20 yuan. Mr. Wang questioned that it was obviously a big promotion and received coupons. The price did not fall but rose.
It is difficult to guarantee the quality of products. During the monitoring period, a total of 6,455 pieces of quality public opinion information were collected. For example, on November 5th, a consumer, Mr. Chen, bought a mattress online on a certain platform, and the size of the goods received did not match the ordered size, nor was it the material advertised on the webpage. After his feedback to the merchant, the merchant said that it was not a quality problem. The merchant applying for return only recognized the cost of freight insurance, and Mr. Chen was responsible for the rest. If the consumer failed to negotiate, he complained to the local consumer association in Nantong. After the staff coordinated, the merchant bore the freight and handled the return for the consumer.
The report also pointed out that during the "double 11" period, some platform price protection rules were deep, with a total of 4,381 pieces of public opinion information about platform rules.
Among them, November 11th has the largest amount of information, totaling 450. At the beginning of November, Ms. Chen, a consumer, reported to the Provincial Consumer Protection Committee that the price of a certain brand of sweeping robot purchased online was 3,299 yuan, and the price was guaranteed for 15 days. The next day after receiving the goods, she found that the product had the same purchase link price of 2,999 yuan. She immediately applied to the platform for insured price, but was told that a specific activity would not participate in insured price. The consumer doesn’t approve, which means that the page didn’t introduce the insured exception at the time of purchase and didn’t know the rules.
Express logistics has also been spit out, with a total of 3153 pieces of public opinion information about express logistics. For example, on October 25th, a consumer, Mr. Zhang, bought more than 370 yuan in a platform store. After placing an order, he found that the price was expensive and asked for a refund. The merchant did not refund the goods on the grounds that they had been delivered. However, until November 2, consumer inquiries showed that the logistics information only had a single number and was not delivered. After the negotiation failed, Mr. Zhang complained to Zhenjiang Consumers Association, and after mediation by the staff, the merchant finally refunded.
Jiangsu Consumer Protection Committee suggested that while ensuring consumer demand, the platform should reduce routines, improve the platform rules and mechanisms, clearly state consumers’ rights and obligations, really serve consumers, stimulate consumers’ enthusiasm for participation, and make consumers feel more at ease.