Shanghai release
According to the introduction of the Municipal Market Supervision Bureau, during the Qingming holiday, the complaint reporting system of the Municipal Market Supervision Bureau accepted a total of 12,321 consumer complaints (up 0.6% year-on-year) and registered 3,424 reports, among which clothing, shoes and hats, food, household goods, computer products, cosmetics, communication products and household appliances were among the top demands. In addition, the market supervision hotline platform answered 29,262 questions for the public first. See ↓
First, the complaints about holiday consumption are generally stable, and the amount of complaints about clothing, shoes and hats is relatively concentrated.
During the Qingming holiday, the city’s market supervision departments at all levels combined with the special law enforcement actions to protect consumption, strengthened the 12315 hotline duty and answered public demands first, improved the online dispute resolution (ODR) mechanism, guided enterprises to settle consumer disputes first, vigorously promoted the source management of consumer complaints, and created a good holiday consumption environment. During the holiday period, the system accepted a total of 12,321 consumer complaints, which was basically the same year-on-year. Among them, the complaints about clothing, shoes, hats, food, household items and other commodities were relatively concentrated. For example, the complainant Yemou said that he ordered a well-known brand of skateboarding shoes, and the merchant delayed the delivery after collecting the money.
Second, online consumption such as online shopping and live delivery is still active, and problems such as after-sales service are more prominent.
During the Qingming holiday, online consumer demands account for more than 80% of the total demands. Consumer disputes and rights protection demands such as e-commerce online shopping, live delivery, short-sighted band goods and social e-commerce are relatively active, and the problems reflected by the demands mainly focus on the after-sales service of operators. For example, the complainant Shumou said that he bought a cleanser in the live broadcast room of an e-commerce platform. After receiving the product, he found that the shell was damaged and suspected to be defective, but the after-sales customer service shirked that it was caused by packaging friction during transportation, which made him dissatisfied.
Third, consumer complaints such as sacrificial supplies and seasonal foods decreased year-on-year.
During the Qingming holiday, the system received 5 complaints and reports about Qingming Festival sweeping supplies, mainly reflecting the problems of wrong delivery, poor quality and so on. The system received 9 complaints and reports about youth league, which mainly reflected the problems of youth league label, price and quality. For example, Chen Mou, the complainant, said that he bought four youth leagues from a merchant and was charged 36 yuan, suspecting that the merchant took the opportunity to raise prices.
At present, the above complaints and reports have been transferred to the market supervision departments of various districts for verification and handling.
Information: Municipal Market Supervision Bureau
Original title: "[Latest] Analysis of Market Supervision Complaints and Reports in Qingming Holiday"
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