"Double 11" consumer rights protection public opinion analysis report shows that price disputes, false shipments, platform issues, etc. are the most concerned
China Consumers Association recommends strengthening the supervision and control of e-commerce promotion
News from our newspaper (Reporter Wang Wei) This year's "Double 11" has come to an end.
On November 18, the China Consumers Association released an analysis report on public opinion on consumer rights protection during the 2021 Double 11 Shopping Festival.
The report shows that during the "Double 11" promotion this year, price disputes, false shipments, and platform issues received the most attention.
The report shows that during the 24-day monitoring period from October 20 to November 12, a total of 213,53081 pieces of “consumption rights protection” information related to “Double 11” were collected, with an average daily information volume of about 890,000 pieces.
During the monitoring period, a total of 4,953,918 pieces of "Tucao" and "consumption rights protection" information were monitored through the public opinion monitoring system, accounting for 23.2% of the total "consumption rights protection" information.
A reporter from Beijing Youth Daily learned that among the negative information related to "price disputes", the volume of public opinion information was the highest on November 1, reaching 143,984.
The price dispute was concentrated on November 1 and was related to the pre-sale deposit and final payment.
Many consumers who are ready to pay the final payment find that the pre-sale price may not be the most favorable after various discounts are added.
The China Consumers Association named the phenomenon that "Converse and Fila flagship stores pay more for prepaid deposit consumers".
Consumers complained that when shopping at the Converse flagship store, they thought that paying a deposit in advance for "Double 11" would get cheaper. The balance plus prepayment is a pair of Converse 569.17 yuan, but only 558.50 yuan without prepayment; on November 4, about FILA (Fila) The official flagship store pre-sale deceived consumers. Some consumers said that during the "Double 11" pre-sale period, the store promised in the live broadcast room that it would be the biggest discount for over 2,000 yuan minus 400 yuan, which was superimposed on Taobao official discounts. , A total of 2,000 yuan minus 700 yuan.
At that time, it took a long time to grab the coupons. After paying a deposit to buy the coupons, the balance was paid at zero o'clock on November 1.
However, on November 2, the store released another 10,000 coupons of RMB 2,000 minus RMB 900. There is no need to pay a deposit or grab any money. Those who paid in advance were cut off as leeks.
According to multiple reports, the platform refunded some consumers the price difference, but the subsequent refund requests of many consumers have not yet received a response from the customer service.
Among the negative information about "false shipments", the negative information peaked at 28,202 on November 6.
Monitoring showed that starting from November 1, many netizens complained that the logistics information was not updated, and the customer service robots could not communicate effectively.
After the public opinion continued to increase and fully interacted, netizens began to believe that the root cause was false shipments by merchants, which caused logistics information to no longer be updated for many days.
The China Consumers Association named the problems reported by consumers of "no L'Oreal payment for 10 days" and "false delivery by Winona".
The report shows that during the monitoring period, a total of 123,071 pieces of negative information on public opinion concentrated events related to platform marketing were collected. The number of negative information peaked at 18,184 on October 27.
Among them, during the pre-sale period, the Taobao platform Miaotang activity caused public opinion to complain. On October 27, the amount of public opinion information reached its peak. Miaotang collapsed and the activity routine was deep and became hotly discussed.
In response to the public opinion on consumer rights protection during the "Double 11" period this year, the China Consumers Association recommends to continue to strengthen the supervision and control of illegal activities in e-commerce marketing and promotion. It is necessary to keep a close eye on specific time points and strictly observe daily routines; from fully responding to consumers' opinions Start with consumer demands, encourage and guide e-commerce platforms and related entities to find and build a more sincere, less routine business model, and protect more diverse and higher-quality consumer demands.